Customer Service Information Technology
Resume:
Marian Isaac
Upper Marlboro, MD *****
**********@*****.***
SUMMARY
Systems Specialist/Business Analyst with extensive experience in quality assurance testing in a wide range of information technology assignments for financial applications. Areas include help desk support, system testing, user acceptance testing, regression testing, post implementation, and user training. Provide subject matter expertise for test case creation. Serve as liaison between business users and developers in resolving software issues. Develop and maintain interactive user guides. Ability to work independently or with a group. Reliable and adaptable; learn new systems quickly. Possess strong oral and written communication skills.
Data Base Oracle Hyperion Smart View Essbase BrioQuery
Call Center Call Management Information System
Security Firewall Access Authorization System
Productivity Microsoft Office OBIEE Dashboard SharePoint Quality Center uPerform
PROFESSIONAL EXPERIENCE
VERIZON, Ashburn, VA 2004 to 2016
Systems Specialist / Business Analyst
Served as key member in resolving user issues under limited or no direction in a timely manner. Tested multiple enhancements for the Hyperion Smart View Essbase application.
Provided outstanding customer service by responding to user community inquiries, through email, telephone, and trouble reporting tracking system.
Documented software defects using bug-tracking system and reported defects involving program functionality, output, online screen, and content to software developers.
Coordinated, resolved, and responded to over 20 system issues from users in less than 3 hours, improving user satisfaction.
Provided on-going support to team members in verifying production fixes.
Designed, developed, and maintained interactive training documentation for Hyperion Smart View Essbase users providing comprehensive view of the application.
Managed on-boarding and off-boarding process, reduced processing time from 5 days to 3, eliminating complaints from hiring managers.
Devised strategy processing firewall access requests in an improved manner, resulting in a reduction in wait time.
Overhauled and improved distribution lists processing.
Marian Denise Isaac 301-***-**** Page Two
MCI WORLDCOM, Arlington, VA 2001 to 2004
Senior Team Lead / Business Analyst - Consultant
Improved working relationship with user community by providing communications of software enhancements and data issues.
Designed test strategies, test plans, and test cases to utilize during user acceptance testing, regression, and post implementation.
Created and executed test cases for multiple applications to ensure results met requirements.
Completed monthly audits prior to scheduled deadlines, reducing workload by 1 day.
EDUCATION / TRAINING
Bachelor of Science, cum laude, Psychology
University of Maryland University College, Largo, MD
SQL and Access Certificates
Prince Georges Community College, Largo, MD.
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