Technical Business Analyst
Resume:
DEE PHILLIPS
Atlanta, GA 30324
Phone: 770-***-****
Email: ******@*****.***
OBJECTIVE
Accomplished Business Analyst skilled in achieving operational efficiency and increasing revenue in the financial services, health care and manufacturing industries. Business process improvement, human resources, data analysis and IT support experience.
PROFESSIONAL EXPERIENCE
Technical Business Analyst, Cox Communications (Contract)
Sandy Springs, GA Apr. 2014 – Present
To be the most trusted provider of communication and entertainment services in America
Consults with internal customers and external vendors to capture agreed-upon business objectives and processes.
Performs research and fact-finding to determine business requirements and specifications for development of end-user programs, operational procedures and support and systems.
Communicates these processes and their implications to technical and non-technical contributors to ensure that applications accurately meet business users' goals.
Creates and delivers training and development programs to all levels of IT professionals and end-users; May also design training programs, classes, workshops, computer-based training, and on-line help; Delivers training to a variety of audiences which demonstrates an understanding and application of adult learning principles
Develops and administers tools to measure the results of efforts; documents the value of services provided
At higher levels, leads others in functional design process, advises of tools to use in testing/training and new methodologies, and develops long-term strategy for functional design initiatives; develops strategic means to address common issues.
At higher levels, may provide functional guidance, advice, and/or training to less experienced business systems analysts
Researches, collects, and disseminates information on emerging technologies and key learning throughout CCI; Evaluates the portfolio of projects within, and external to, the customer group to fully leverage data, systems, technology, and resources
May determine the costs and benefits of strategic initiatives, using incumbent business, technology, and project life cycle experience
Provides consultative guidance and implement organizational improvement programs
Interacts with users and staff to evaluate possible implementation of new technology for the CCI enterprise; Documents, maintains, and communicates a knowledge base in support of industry directions and key IT trends; Establishes and maintains relationships with hardware, software vendors and systems integration firms for the purpose of influencing product development agendas and obtaining company advantage through access to emerging software and hardware; Develops documentation standards and develops templates; provides guidance and support in the storage and retrieval of documents
Business Analyst, NEA MEA Apr. 2013 – Dec. 2014
Norcross, GA
The recognized leader in electronic attachments and EDI solutions
Directed and supervised team of key technical and business personnel while ensuring proper security measures were being implemented in protecting client and patient data.
Identify customer's needs, business requirements and additional business opportunities for the API and data system.
Led cross-functional teams to analyze and understand the operational impacts and opportunities of technology changes.
Performed business risk assessments and conducted business analysis in determining projects risk and mitigations.
Collaborated with programmers and architect to assess and investigate and identify customer requirements.
Conducted activity-based analysis of business processes and made recommendations based on the findings.
Worked with the business customer(s) to define requirements of stakeholders, requirements conflict resolution procedures and the requirements team structures.
Responsible for ensuring change control and change management procedures are followed within the project team as they relate to requirements.
Ensured that quality business analysis standards were met as prescribed by IT Services through the effective implementation or use of approved processes, methodologies and deliverables.
Confirmed the requirements were specified in a manner suitable for the intended audience and were understandable, unambiguous and capable of being implemented and tested.
Gentiva Health Service, Business Analyst Oct. 2009 – Apr. 2013
Marietta, GA
The nation’s leading provider of comprehensive home healthcare and clinical services
Provided Helpdesk support and resolutions for various problems and queries elated to the Sales CRM application for Account Executives and Management.
Actively promoted the optimum use of IT and telecommunications capability by educating users about how to maximize the efficiency and effectiveness of operations.
Responsible for solving CRM system issues such as system access, password and data integrity of the Account Executives.
Assisted the company in maintaining robust, reliable, efficient and flexible customer management tool and computer-based systems.
Prepared documentation and training materials, coordinated and facilitated CRM related trainings for new employees.
Key administrator/project member for the upgrade of the current CRM system in order to improve performance and align business processes.
Responsible for developing, coordinating and facilitating new employee orientation and various management staff in-service trainings.
Assisted line management with the coordination of staff training needs.
Responsible for managing vendor relationships and accounts.
Responsible for providing sales and marketing support for over 400 Account Executives, management and support staff.
BioLab, Business Process Operations Analyst (Contract) May. 2008 – Sep. 2009
Lawrenceville, GA
Supplies water treatment products for recreational and industrial applications on a global basis and specialty household consumer products in the U.S.
Identified process boundaries and determined opportunities to automate processes and functions.
Attended Lean Six Sigma and Rapid Improvement Events to identify optimal streamlines.
Researched, processed, analyzed, routed and took corrective action for assigned cases in the (CSTS) Customer Satisfaction Tracking System.
Oversaw the high-level compliance with all procedures, business rules and customer requests and ensured CSTS cases were clearly defined, supporting documentation secured and requested actions were valid.
Monitored and analyzed user feedback and system performance to determine failures within applications and business processes.
Thomson Tax and Accounting, Business Analyst Feb. 2007 – Mar. 2008
Marietta, Georgia
Provides support and information for businesses and professionals in the financial, legal, tax and accounting industry.
Managed the preparation and filing of all sales and use tax returns and all business taxes.
Thoroughly researched sales and use tax and business regulatory tax issues.
Implemented various business operations and helped the organization to achieve cost-effective production with increased quality, efficiency and satisfied customer service.
Partnered with project management manager in information gathering, analyzing the information gathered and documenting the functional or business requirements.
EDUCATION & TRAINING
DeVry/Keller Graduate School of Management; MISM, Atlanta GA; Information Security Graduated Magna Cum Laude, 2014
University of Phoenix; MBA; Atlanta GA 2009
University of West Georgia; Bachelor of Science; Criminology, 1995
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