Terrence Pagan

Dallas GA 803-***-**** ad186a@r.postjobfree.com

Summary

Results-oriented Business Analyst with 16 years of experience in analyzing and improving business processes. Demonstrated expertise in gathering requirements, conducting gap analyses, and implementing strategic solutions to drive operational efficiency and maximize profitability. Proficient in utilizing data-driven insights to identify opportunities for growth and cost savings. Adept at collaborating with cross-functional teams, stakeholders, and clients to deliver high-quality deliverables on time and within budget. Proven track record of successfully translating complex business needs into actionable plans and driving successful project outcomes.

Skills

●Project Management

●Stakeholder Management

●Business Process Modeling

●Proof of Concept (POC implementation)

●Requirement Gathering and Analysis

●Troubleshooting

●Product Development

●Data Analysis and Reporting

●Customer Targeting

●Process Optimization

Experience

Systems Engineer/ Chat Platform 03/2020 - 09/2023

Wells Fargo - Atlanta, GA

• Utilized the Software Development Life Cycle (SDLC) process to lead the end-to-end implementation of online chat platforms, resulting in substantial enhancements to messaging support and a significant improvement in the overall customer experience.

• Collaborated in an agile environment, actively participating in daily stand-ups, conducting reviews, and providing support for a chat/messaging platform.

• Worked closely with technology vendors (Nuance) and various internal teams to ensure a seamless implementation process, which involved gathering and clarifying requirements, supporting application updates, customization, and development.

• Engaged in cross-functional collaboration with the platform team, evaluating the current status of each line of business, identifying areas for improvement, and defining desired capabilities.

• Created comprehensive project plans, established timelines, and conducted analysis of proposed solutions to ensure successful implementation while supporting ongoing development efforts.

• Employed critical-thinking skills, excellent judgement, creativity, and innovation in solving problems.

• Collaborated with bank personnel to manage risk and ensure compliance.

Systems Used: SDLC processes, IOS application, Microsoft: Word/Excel/Access/Visio/PowerPoint, SharePoint, Internet, Outlook, Citrix, Selenium, ServiceNow, cloud computing technologies.

Business Analyst 05/2016 - 12/2019

Fiserv - Atlanta, GA

• Contributed to the deployment of mobile applications for iOS and Android, specifically for business and retail banking services, ensuring the successful implementation of app functionalities.

• Maintained business analysis documentation, guaranteeing a high level of specification completeness, quality, and consistency throughout the project lifecycle.

• Created Business Requirements Documents (BRDs) and facilitated review calls with banking institutions, actively gathering feedback, and ensuring alignment with client needs.

• Reviewed mobile app designs and configurations with clients through Skype and online meeting software, ensuring a seamless and user-friendly experience.

• Acted as the main point of contact for direct collaboration with bank clients, facilitating the build and review process of mobile applications prior to launch.

• Utilized JENKINS to create test cases and test jobs, ensuring comprehensive testing coverage and verifying the functionality and performance of the mobile apps.

• Developed ad hoc analysis plans and documents to provide valuable insights into mobile app performance and user engagement.

Systems Used: SDLC processes, Salesforce, IOS application, Android studio, Apple Testflight, Microsoft: Word/Excel/Access/Visio/PowerPoint, SharePoint, Internet, Outlook, Citrix, Selenium Webdriver, ServiceNow

Business/Change Implementation Analyst 04/2013 - 04/2016

Ryder Logistics - Atlanta, GA

• Developed and implemented a comprehensive framework for location management in TMW (Branch and Companies), enabling access to branches for ALMs, RSUs, and SCOS IT team.

• Created new pay types, charge types, and tariffs as required, ensuring accurate and efficient payroll and billing processes.

• Completed the layout and setup of invoices, ensuring compliance with organizational standards and client requirements.

• Conducted thorough testing of payroll and billing generation to validate accuracy and functionality.

• Created Business Requirements Documents (BRDs) and coordinated review calls with the project team to gather feedback and ensure alignment with project goals.

• Reviewed BRD documents with stakeholders, demonstrating location setup through the production of reports from test data, and incorporated necessary updates based on feedback received during the review process.

• Addressed any issues reported by the project team through Tracker, ensuring timely resolution and maintaining project timelines.

• Scheduled and facilitated GoLive calls, providing support during the Go/No-Go decision-making process. • Developed As-Is and To-Be processes for commission-related projects and other relevant initiatives, representing and supporting the best interests of business stakeholders.

Systems Used: SDLC processes (various templates for BRS and SRS creation), Scope Creation, Operational Readiness Plans and Go-Live creation, SnagIt v.10, TMW, Quick Development Case & Quality (QDQ), Microsoft: Word/Excel/Access/Visio/PowerPoint, SharePoint, Internet, Outlook, Ryder Reset System, Citrix (Thin Client), VPN Client, Lotus Notes, Remedy

Education and Training

Herzing College - Atlanta, GA

Computer Science

Technical Skills

WEB and APPS: HTML 5/ CSS 3 / JAVA SCRIPT / ASP / PHP /FLASH / APPIAN / SELENIUM / ADOBE SITE CATALYST / FORCE.COM SALESFORCE / APEX / AWS / GOOGLE ANALYTICS SALESFORCE DEV ACCOUNT

DATA BASE: SQL/ MYSQL /SQL SERVER / JENKINS / TABLEAU / WEBDRIVER

TOOLS: XP MICROSOFT OFFICE / AGILE ENVIRONMENT / ADOBE CREATIVE CLOUD

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