EDWARD J. SANTOS

Weymouth, MA 781-***-**** acyonk@r.postjobfree.com

CAREER PROFILE

IT Business Analysis for web-based applications, mainframe systems analysis and

programming

Outstanding analytical, execution, and monitoring skills

Ability to support multiple simultaneous projects with customers, development and testing

teams

Excel at facilitating communications between stakeholders and technical teams to

provide accurate reporting and information regarding ongoing projects and initiatives

Provide effective training and post-production support to clients and ensure that all

business objectives are met

Possess strong communications and inter-personal skills

Immediately responsive to the needs of all business collaborators

PROFESSIONAL EXPERIENCE

State Street Bank & Trust, North Quincy, MA 09/2015

12/2016

BUSINESS ANALYST

ANALYZED CURRENT STATE (AS IS) OF APPLICATIONS AS WELL AS FUTURE STATE (TO BE) FOR THE

CONVERSION TO A COMMON PROPRIETARY SECURITY FRAMEWORK; A PLATFORM TO WHICH ALL CORPORATE

APPLICATIONS WILL BE ON-BOARDED FOR THE PROVISIONING OF USER ROLES AS WELL AS FUNCTIONAL AND

DATA ENTITLEMENTS.

PRESENTED SPECIFIC APPLICATION ANALYSIS TO SENIOR MANAGEMENT AND APPLICATION TEAMS FOR

DETERMINATION OF METHODOLOGY TO BE UTILIZED

GUIDED APPLICATION TEAMS IN THE CREATION OF THE ENTITLEMENT DESIGN DOCUMENTATION USED

TO BUILD THE APPLICATION WITHIN THE NEW FRAMEWORK

BUILT & TESTED INITIAL APPLICATION IN UAT ENVIRONMENT TO ENSURE ALL ROLES,

ENTITLEMENTS, AND SEGREGATION OF DUTIES RULES WERE BEING FOLLOWED

Verizon IT Dispatch and Field Workforce Systems, Boston, MA 06/2012

12/2014

BUSINESS ANALYST

BUSINESS ANALYST ON WEB-BASED FIELD WORKFORCE DISPATCH SYSTEM, COFEE (CONVERGED

FRONT END ENGINE)

COLLABORATED WITH CLIENTS, DEVELOPMENT & USABILITY TEAMS AND AUTHORED COMPLEX AND

SYSTEMS REQUIREMENTS SPECIFICATIONS (SRS); REVIEWED WITH ALL TEAMS FOR CROSS-TEAM

DETAILED

APPROVAL OF DESIGN

SERVED AS MAIN POINT OF CONTACT REGARDING DEVELOPMENT INQUIRIES AND TESTING DEFECTS IN

A TIMELY MANNER TO ENSURE PROPER APPLICATION FUNCTIONALITY AND MEETING OF DEADLINES

PRODUCED THE DETAILED SYSTEM REQUIREMENTS FOR THE CREATION OF A NEW DISPATCH

SCHEDULING APPLICATION. THIS APPLICATION MERGED TWO SEPARATE APPLICATIONS INTO ONE UNIFIED VIEW

FOR SUPERVISORS TO MANAGE TECHNICIANS TIME.

EDWARD J. SANTOS Page 2 of 3

acyonk@r.postjobfree.com

Harvard Pilgrim Health Care, Quincy, MA 04/2012 06/2012

PRODUCT DATA MANAGEMENT ADMINISTRATOR

CREATED MASTER VARIANTS FOR HEALTH INSURANCE PRODUCTS UTILIZING WINDCHILL PDMLINK,

A MASTER PRODUCT DATA MANAGEMENT REPOSITORY

CREATED BASELINES FOR COMPLETED, QUALITY-CHECKED VARIANTS FOR ADVANCEMENT TO

DOWNSTREAM APPLICATIONS FOR TESTING AND APPROVAL

PROMOTED VARIANTS THROUGH LIFECYCLE STATES AS NEEDED TO PROGRESS WORKFLOW

STATUSES

South Shore Hospital, Weymouth, MA 10/2011 04/2012

Dispatch Coordinator (Volunteer)

COORDINATED NEW PATIENT HELP-HOME PROGRAM THAT ENABLED PATIENTS TO SAFELY RETURN

HOME UPON DISCHARGE

COMMUNICATED SCHEDULING WITH HOSPITAL DISPATCH DRIVERS FOR TIMELY FREE TRANSPORTATION

FOR PATIENTS

RETRIEVED AND TRANSPORTED PATIENTS FROM HOSPITAL ROOMS TO HOLDING AREA, ENSURING

COMFORT DURING TRANSITION

FACILITATED FASTER TURNAROUND OF HOSPITAL ROOMS FOR ADMITTANCE OF NEW PATIENTS

Granite Telecommunications, Quincy, MA 07/2010 10/2010

BUSINESS ANALYST

PREPARED DATA RULE DOCUMENTATION FOR VARIOUS PRE-ORDERING ACTIVITIES FOR ORDER

MANAGEMENT PROJECT

DEVELOPED SYSTEM DOCUMENTATION FOR LONG DISTANCE AND TOLL FREE ORDERING RESPONSE

TELUS COMMUNICATIONS IN CANADA

FILES FROM

INVESTIGATED NON-BILLED MESSAGES WITH LONG DISTANCE CARRIERS FOR CALLS NOT REPORTED TO

GRANITE FOR BILLING

Verizon Sales & Marketing Systems, Boston, MA 05/2008 04/2010

BUSINESS ANALYST

COLLABORATED WITH CLIENTS, DEVELOPMENT & USABILITY GROUPS TO DEVELOP COMPLEX SYSTEMS

REQUIREMENTS SPECIFICATIONS (SRS). MAINTAINED UPDATES TO STATUS TOOL DATABASE FOR IMMEDIATE

PROJECT MANGER INQUIRY RESPONSE

CONDUCTED DETAILED DOCUMENTATION WALKTHROUGHS WITH APPLICATION STAKEHOLDERS AND

TECHNICAL TEAMS IN ORDER TO OBTAIN SIGN-OFF APPROVAL OF PROPOSED ENHANCEMENTS

DEVELOPED USE-CASE SCENARIOS WITHIN REQUIREMENTS DOCUMENTATION FOR TRACEABILITY TO

BRD

RESPONDED TO INVESTIGATION REQUESTS IN A TIMELY MANNER TO ENSURE PROPER APPLICATION

FUNCTIONALITY

OBTAINED AND ENTERED LEVELS OF EFFORT FOR ENTRY INTO THE CORPORATE WORK REQUEST

MANAGEMENT SYSTEM

RESPONDED TO FAST-PACED CORPORATE DIRECTION CHANGE TO ENSURE TIMELY DOCUMENTATION

UPDATES AND COMMUNICATION TO CLIENT, DEVELOPMENT AND USABILITY TEAMS

EDWARD J. SANTOS Page 3 of 3

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Selected Achievements:

Account Retrieval redesign - produced the complex documentation for the creation of a

unified view of ordering and billing information in order to realize Average Handling Time (AHT)

savings by presenting the user with the information most needed within the first 30 seconds of

call initiation. Lead the effort to expeditiously respond to testing inquiries and corrections.

Reduced AHT by up to 25% thereby allowing immediate up-selling opportunities to increase

revenue

First Bill Estimator - collaborated with development and client community to produce

accurate estimates of the customers first bill when placing an order for new and modified FiOS

service; thereby reducing customer billing inquiries in ordering

Verizon Partner Solutions, Boston, MA 09/2005

02/2008

BUSINESS ANALYST

BUSINESS ANALYST ON WHOLESALE ORDER TRACKING SYSTEM, A WEB-BASED APPLICATION

PROVIDING A UNIFIED VIEW OF ORDER STATUS DETAILS FROM SEVERAL BACK-END SYSTEMS; THUS, ALLOWING

REPRESENTATIVES TO USE ONLY ONE SYSTEM RATHER THAN MANY

COLLABORATED WITH CLIENTS AND STAKEHOLDERS TO SET GOALS AND DEVELOP COMPLEX BUSINESS

REQUIREMENTS

COMPOSED TECHNICAL REQUIREMENTS FOR EXTERNAL INTERFACES AS WELL AS DEVELOPMENT OF A

HIGHLY ACCLAIMED USER INTERFACE FOR NEW FUNCTIONALITY

CONDUCTED ON-SITE TRAINING FOR ENTIRE USER COMMUNITY AND DOCUMENT POTENTIAL

OPPORTUNITIES FOR APPLICATION GROWTH

DEVELOPED QUICK-WIN SCENARIOS FOR IMMEDIATE ENHANCEMENTS AT MINIMAL COST TO VERIZON

PRODUCED AD HOC REPORTS, DATA ANALYSIS AND DATABASE UPDATES UTILIZING SQL QUERIES TO

ACCESS ALL DATABASE SCHEMAS FOR THE SUITE OF PRODUCTS WITHIN APPLICATION

PROVIDED TESTING ASSISTANCE AND SUPPORT

INVESTIGATED AND RESOLVED PRODUCTION AND TESTING ISSUES

EDUCATION

Bachelor of Science, Business Administration, University of Massachusetts, North Dartmouth, MA

Skills

Operating Systems: Windows, MAC OS X, MVS, OS/2, VM

Languages: SQL, COBOL, JCL

Software: MS Office, Sharepoint, Web Browsers, Lotus Notes, NDM, Snag-It,

Omegamon, Platinum, RACF, Endevor, Cybermation ESP

Access Methods: ORACLE, DB2, VSAM, IMS

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