ERIKA E. EMERSON

*** ******* ***** **. *********, N.C. 28262

Telephone: 704-***-**** Email: acw88c@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Versatile Business Analyst with more than 3 years of experience in various domains such as Criminal Justice and IT Service and Strategy Planning. Highly motivated in Customer Relations, educated in Human Resources, Business Administration and Management Information Systems. I have extraordinary leadership and interpersonal skills with proven ability to motivate, develop and execute assigned projects. Outstanding written and oral communication skills used to communicate with Top Level Managers and Executives.

EXPERIENCE

Mecklenburg County (2007 – Present)

IT Business Analyst- IT Service & Strategy Planning (2016- Present)

Coordinate and facilitate work session to gather relevant in information to ensure understanding of business audience’s knowledge then analyze, comprehend, and apply the appropriate levels of details based on the stage of a project’s life cycle.

Develop detailed business and functional requirements by using User Stories and Process and corresponding work products to ensure stakeholder understanding.

Work with the business unit to create training documentation for staff regarding new business process.

IT Business Analyst- Criminal Justice Services (2013- 2016)

Provided a broad range of services including business requirements elicitation, software testing and quality assurance.

•Effectively offered day -to -day application support for Revenue Results and Jury Manager by creating new hire user accounts IDs, deleting users no longer employed or transferred, reset passwords, and provided training and documentation services.

•Assisted customer to define ways to improve business processes with technology automation or business process streamlining.

•Partnered with Sr. IT Business Analyst to create process flow charts, requirement document review, and facilitation of meetings.

•Created purchase orders for hardware and software.

•Created incident tickets.

•Researched and contact vendor for software and application needs.

•Performed first level help desk triage for minor technical support for printer, computer, audio and visual issues.

Deputy Tax Collector (2007-2013)

Implemented and strategized the collection of unpaid taxes and fees with customers during face-to-interaction and phone contact.

Effectively communicated in writing and verbally, policies, procedures, NC General Statues and ordinances with taxpayers and legal professionals.

Directed and delegated assigned projects throughout the department to incorporate quality assurance of procedures.

Evaluated and refined any documents or Web parts on the Enforce Collections Unit Intranet site.

Trained new personnel on policies and procedures and documented their performances.

Created an Enforce Collections Unit Procedures and Training Manual.

Instructed a Microsoft Office 2007 training class for Tax department employees.

Carolina Healthcare System, Charlotte, NC (2005 – 2007)

Patient Account Representative

The Scottish Bank, Charlotte, NC (2001-2005)

Customer Service Representative/ Teller Supervisor

EDUCATION/ CERTIFICATIONS

University of North Carolina at Charlotte - Charlotte, NC

Graduate Certificate in Information Security and Privacy

(05/17)

Central Piedmont Community College – Charlotte, NC

Certification: Six Sigma Green Belt

(05/2008)

Central Piedmont Community College – Charlotte, NC

Certification: Human Resources Generalist

(12/2007)

Pfeiffer University–Salisbury, NC

Majors: Bachelor of Science – Management Information Systems

Bachelor of Science – Business Administration

(05/2002)

ACHIEVEMENTS

Biz Tax new application implementation (09/2015)

HB1779- MotoTax Bill Initiative/Design (11/2012- 03/2014)

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