Project Management Customer Service

PROFESSIONAL SUMMARY

* ***** ** ********** ** a Business System Analyst in Education, Finance, Healthcare, Government, Retail, HR, Non-Profit and IT consulting in all phases of the Software Development Life Cycle (SDLC). Critical Skills Include:

Experience working with Agile/Scrum methodology which includes user stories and product backlog lists

Project Management Experience with gathering requirements using JAD session for elicitation of business requirements and simplifying difficult issues into easy to understand models for the business stakeholders and IT team

Expertise in gathering requirements, collaborative team player/leader with proven ability in building strong customer relations

Excellent Facilitation, verbal, research, information gathering, and written communication skills at all cross functional levels and Salesforce.com experience

SKILLS/TOOLS

Methodology / Techniques: Agile, Scrum, JAD, Elicitation of Requirements, Surveys, Focus Groups

Process / Model Tool: MS Visio, UML, SharePoint, iRise, Blueprint, Service Now, SnagIt, Awesome Screen Shot, Snipping Tool

Project Management: MS Office Suite (Word, Excel, PowerPoint), MS Project, Confluence, TFS

Databases: DB2 Visualizer, Mainframe, Oracle SQL

Defect Tracking Tools: Quality Center

PROFESSIONAL/ EXPERIENCE

Business Analyst February 2017 - Present

(OSG Global) LiveText

Document user requirements and functional specifications to enhance the Livetext UX experience for our clients in higher education throughout the U.S.

Work and faciliate with QA engineers locally and overseas (India) to complete testing.

Create documents in google drive to manage the user requirements, acceptance criteria and mockups.

Organize Presentations to train the business team on new enhancements in LivetText.

Learned how the Higher Education Domain works and how to specifically serve our clients.

Business Analyst June 2016 – October 2016

(Evolutyz Agency) Career Education Corporation

Schaumburg, IL

Support marketing team by executing and analyzing campaigns across digital platforms websites that support business goals by optimizing marketing automation and lead nurturing processes.

Create user stories and manage sprints for AIU & CTU universities from Concept through Production.

In Agile environment, lead Sprint Planning, background grooming and Stand up meetings to prioritize what user stories will be housed in which sprint.

Coordinate estimates from Fed/Dev/QA teams to manage priorities of the user stories.

Use Team Foundations Server to create, edit and manage user stories.

Use Paint, Snipping Tool & Awesome Screen Shot to create Screen Shots for current/future states of us.

Use INT, REG, PROD environments to test & create mockups and wireframes for user stories.

Work as Liaison between IT and Marketing to relay information and trouble shoot problems that arise.

Business Analyst November 2015 – February 2016

(Kforce Agency) JPMC

Chicago, IL

JP Morgan Chase is the largest bank in the United States. As a Lead Business Analyst, I serve as liaison between IT and business end-users. I work with the business to analyze business requirements and review/produce specifications for any new/change to technology applications. I work with the Java/Cobol Technical Analysts and development team to ensure that they understand the specifications.

The Customer Information System (CIS) is the firm's System of Record for customer data, providing a single 24x7 accessible, global view (360) of the customer's profile and relationships within JPMC.

I am the Lead BA for all projects impacting CIS (Customer Information System) and create all CRD (Customer Requirements Documents) that the Technical team will use to create the TDD (Technical Design Document).

Facilitate implementation of new functionality through training sessions, demos, and the development of appropriate documentation. I updated docs (i.e. CRDs, Data dictionary, batch files and CAAM services) in Sharepoint and Confluence.

I am responsible to identify, assess, and document business requirements, recommend business priorities, and advising business on options, risks, and costs.

Conduct research to determine if solutions to business requirements currently exist within or outside the business unit, and if not, whether new solutions are feasible.

Analyze impact of proposed solution across the business, develop use cases to explain/demonstrate business requirements/specifications to IT team, and contribute a business or process perspective during design reviews.

Business Process Analyst June 2015 – October 2015

Alliant Credit Union

Chicago, IL

Alliant Credit Union is the fifth largest credit union in America. I was in charge of managing the BRD and workflow diagrams for the business side.

In Agile/Scrum, introduced stand up and user stories into enterprise to stream line.

As the only BA in the whole company I worked on numerous projects where I would translate future state into Functional Requirements in the Business Requirement Document.

Was able to Observe Enterprise processes and make suggestions to improve current process which resulted in at least 50% improvement in time/money.

Worked very effectively across all company departments and build solid relationships that helped when projects hit snags.

Learned a new industry so quickly some called me the sponge, and introduced new BRD, process flow diagrams, and Use case templates to streamline and make process much more effective.

Served as a liaison between the departments through facilitating requirement sessions.

Business Analyst/Jr. Project Management October 2014 – March 2015

(Teksystems Agency) Humana

Chicago, IL

Humana Inc. is a Louisville, Kentucky-based for-profit American managed health care company that markets and administers health insurance in the United States

Serving as a liaison between the departments in an Agile/Scrum environment where we did stand up meetings, stack list and background grooming to prioritize user stories.

Responsible with managing all interface meetings with Humana Healthcare vendors in the states of IL, VA, and FL.

Managing all open Interfaces through the Dashboard Interface Tracker (in Excel) to record statuses, notes, next steps, and more.

Facilitating Encounters, Re-routes, Alerts, and all other test files from SIT/UAT testing into implementation.

Supported the testing team through Manual Testing.

Sent weekly Updates to Senior Leadership with potential obstacles to completing open interfaces.

First point of contact for all communication between the vendors and Humana internal team.

Worked with Humana’s Internal Business and IT team to make sure all SIT/UAT testing met deadlines.

Business System Analyst - Consultant May 2013 – July 2014

Webb Foundation

Chicago, IL

Webb Foundation is a non-profit organization that serves the Chicago western suburban community. As a BA, I help improve and update CRM software systems to retain and attract new membership and get more donors.

Created epics, background grooming and managed monthly sprints.

Research similar applications to present comparative analysis

Create and elicit software requirements specifications (i.e. instructor listings, course timings, class locations, etc.), and work with stakeholders for the offered program courses to prevent duplication of class enrollments

Facilitate requirement gathering sessions with user groups to create user stories and determine business rules, data details, workflows and manual testing

Backlog Grooming of the user stories during biweekly meetings to make them actionable

Work with the development team to prioritize and estimate user stories for the next sprint to get z2systems CRM up quickly

Updated information using SharePoint to make sure all parties were aware of any changes to the documents

Created as is diagram and through research and interviews, also created a to be diagram to simplify project goals and objectives

Analyst/ADA June 2010 – April 2013

Art Institutes

Chicago, IL

Project Scope: The Illinois Institute of Art Chicago is part of The Art Institutes, a system of for-profit proprietary colleges focusing on creative industries. I was part of a team of business analysts working on the new release of the client's online marketing tool to attract more qualified students using the elicitation requirement process. Responsibilities included:

Supported the testing side through Manual Testing in Excel.

Eliciting requirements and analysis involving 20 stakeholders in JAD sessions (SMEs, Product owner, IT department and Project Manager) for the CARS Project CRM system which was used for input, sending mail, emails, editing, and retrieving information on all active and prospective students for the college

Managed elicitation requirements process in a practical combination of use cases, and user stories in an agile software development methodology

Assisted End Users in the use of the CARS CRM system through elicitation of requirements and worked to create a process that will send auto customized emails and mailings to meet objectives in gaining more qualified candidates to apply and register to the school

Researched and made software solution recommendations

Generated reports to track the number of calls/total time on phone for the admissions department documented through SDLC for efficiency in an agile environment and used in daily stand-up meetings

In the agile/SCRUM methodology, I reached out to customer service representatives to ensure they understood how the project outcome would benefit them to help foster their collaborative input during the elicitation requirements process, and to create user stories

EDUCATIONAL & PROFESSIONAL DEVELOPMENT

Northeastern University, Chicago, IL - Bachelors of Science 2006

Self-Development: Landmark Education, Wright Institute, Lifebook, Scientology 2001 - Present

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