AGNES C. KILGORE

ad0fb3@r.postjobfree.com 734-***-****

IT Professional/Business Analyst with extensive Project Leadership Experience

IT/Business professional with over 10 years of progressively responsible healthcare system experience.

Experienced interacting successfully with large, international companies in a variety of analysis and problem resolution roles.

Proven technical skills including project management, programming, analyzing applications, and system testing.

TECHNICAL SKILLS

COBOL, COBOL II, SQL, BASIC, C

IBM 3090, PC WORKSTATIONS

OS/MVS,DOS/VSE, VM/CMS, WINDOWS, RS6000 / AIX/UNIX

DB2 (QMF, SPFUI), COBOL (OS/MVS), DBASE IV

TSO/ISPF, DOS/JCL, VSAM, SQL PLUS

NCSW (NASCO Customer work Station)

Requirement Traceability Matrix

Google Drive

Internet Explorer

Mozilla Firefox

Blackboard

Edgenuity

Microsoft Office 365 FC Research

Internet Explorer AWS

FC Research

Microsoft Excel, Outlook, Word, PowerPoint, Access, and Microsoft Project

Visio, SharePoint

Agile and Waterfall Methodologies

PMP Training

Process Improvement

Salesforce

CRM

HTML

APEX

Google Chrome

ZOOM

Chime

Teams

Peoplesoft

PROFESSIONAL EXPERIENCE

Amazon Romulus MI 08/22 – Present

Associate Partner

Respond accurately and professionally to questions and concerns from associates through multiple channels (in-person, email, phone, etc.) in a timely manner

Escalate and take partners when discrepancies or issues arise with associate interactions such as Leave of Absence, accommodations, or other employee relations issues

Enter and review associate data within HRIS and payroll systems timely and accurately

Provide subject matter expertise to associates and leadership on people practices, systems, and resources

Compile, assess and use and data regarding critical business metrics such as: attendance, attrition, engagement, labor fill, etc.

Advocate for the employee experience by partnering effectively with leaders, partners, and core teams to provide world-class service to Amazon associates, including educating them on how and when to use self-service tools

Draft and distribute communications to associates and leaders

Plan, coordinate and implement associate activities that create an inclusive environment

Assist managers in responding to associate questions regarding time/attendance, benefits, policies, accommodations, LOA

Create reports of to help managers complete engagements, adapts for associates

Amazon Romulus MI 07/19 – 8/22

Data Analyst

Researching and Tracking shipment problems

Work closely with the ICQA and operations teams in Inbound and Outbound to provide data and analytical support.

Root cause investigation of defects

Support to ensure compliance to ICQA-related SoX requirements

EduStaff, LLC & Professional Educational Services Group Southeastern MI 07/16 – Present

Substitute Teacher

Utilize excellent communication skills to lead classes of up to 30 children and young adults on a variety of subjects including science, reading, and math.

Ensure compliance to state and federal regulations.

Assist students with a variety of technical needs

MiHIN (Michigan Health Internet Shared Services) Lansing, MI 05/18 – 03/19

Business Analyst

Configured page layouts, workflows, document templates, record types & data fields.

Wrote HTML for Salesforce entities

Helped users develop and fine tune reports, reset password to maintain data quality

Implemented and maintained reports

Created custom objects, fields, and workflows

Managed multiple sandbox environments

Implemented a helpdesk ticketing system to provide support to customers, partners, and internal employees

Blue Cross Blue Shield Michigan (Contractor through DPM Consulting) Troy, MI 03/05 – 02/16

Advance Business Analyst

Successfully completed over 10 projects on time and on budget. Served as Project Manager, Technical Tester, Business Analyst, and Implementation Coordinator

Performed extensive analysis to define requirements and systems testing for system changes within Blue Cross and Blue Shield Local System.

Researched, documented and presented enhancements specifications.

Created test plans, reviewed output, and presented results to upper management.

Wrote specifications for Local System changes.

Trained end-users on new internal applications.

Updated IVR tables.

System analysis for exception and special benefits to ensure adequate testing and functionality for ICD-10 codes.

Analyzed System Requirements and developed technical design documents (TDD) for Medicare Advantage Expansion program (MABX).

Coordinated with vendors to identify the routing directories and provided details to EIT team for implementation.

Developed the conceptual design documents and flow diagrams per business request.

Scheduled meetings with vendors regarding testing of data transfers (SFTP) Secure File Transfer Protocol and documented ongoing processes.

International Business Machines (IBM) Southfield, MI 02/01 – 07/04

Advanced Business Analyst/IT Specialist

Responsible for analyzing and resolving problem issues (PIDs) in additional to writing benefit file CSRs for existing accounts in the NASCO System, while consistently meeting time constraints.

Performed as Liaison / project manager / tester between the client and Technical team in the development of enhancement functionality.

Performed extensive analysis to define requirements and systems testing for modifications or corrections to the NASCO Processing System (NPS).

Researched, documented and present enhancements for new projects to management

Created Change System Request (CSR) and detailed claim test plans associated with the accounts request.

Performed post-production testing.

VOLUNTEER EXPERIENCE

Alpha Kappa Alpha Sorority, Inc. Ann Arbor, MI 2013 – Present

Member, Technology, Awards and Nominating Committees, EAF Chairman

Assist with various technical needs and participate in the selection, screening, and voting process for new officers.

Created fundraisers in order to donate money to Endowment Foundation for college students.

Member, Alumni Associations at Walsh College and University of Arkansas

EDUCATION

Walsh College Troy, MI University of Arkansas Pine Bluff, AR

Master of Science Information System Bachelor of Science in Computer Science

Specialization: Project Management Minor: Business Administration

LICENSES AND CERTIFICATIONS

Notary Public, Michigan

Feb. 21, 2018 – 05/20/2024

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