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Business Analyst.

Fenton, MI
January 03, 2020

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Susan Mickelson

Business Analyst Over ** Years of Mainframe & Web Systems Experience

Strategic, driven and knowledgeable professional with an aptitude for developing and executing business and technology initiatives seamlessly. Direct complex, large-scale projects at all phases from conception to completion. Devise full-scale business and technology plans used by client organizations to improve operations. Streamline processes to improve performance metrics and enhance organizational productivity. Well-versed in identifying tools and resources needed to improve daily and bigger-picture functions. Oversee all phases of the project lifecycle using organizational and multitasking acumen. Partner with technology experts to build prototypes and wireframes used to define system solution. Possess an expert-level knowledge of CICS mainframe and web based applications. Experienced in reading and understanding programming code and logic, essential to providing client and both internal and external system support to confirm or resolve system issues as they arise. Also use this data to build functional specifications for new products or enhancements to existing ones. In search of a Lead or Senior Business Analyst role or similar opportunity that will allow for leverage of skills and deliver opportunities for career advancement.


Partnered with management, business and technology teams as a subject matter expert (SME) to aid in defining statements of work (SOWs),facilitate needs assessment, finalize requirements, as well as contribute to the development of use cases, test cases and specifications

Incorporated corporate production and quality assurance guidelines when liaising with clients and development teams to make improvements to existing system, in addition to developing new products and resolving testing concerns as needed

Acted as a technical contact to assess new production implementations, existing systems modifications and system malfunctions

Regarded as a business systems SME for mainframe and web applications, partnering with management and clients to consult, improve analysis, aid in creating SOWs, assess needs, develop specifications and confirm achievement of all project milestones

Expedited the business lifecycle, bolstering productivity with a strong bottom-line impact on numerous organizations; collaborated with clients, third-party partners and internal business teams to identify SOWs and determine deliverables

Also finalized functional requirements, implemented test plans/cases and troubleshot in order to achieve swift, effective problem resolution; kept projects to fruition on time, maintain budgetary adherence and operated in accordance with clients’ specifications

Supervised and mentored multiple project teams concurrently, while also consulting with client groups and monitoring technological, business and testing advances in the industry

Sought to set forth operational improvements to enhance client systems’ productivity via research, testing, analysis and debugging efforts for new and revised programs per industry and client needs

Honored with the Citizens Incentive Program Financial Reward for nine years of performance excellence

Core Skills

Business Analysis, Reporting Design & Analysis, Project Management. Research, Business Systems, Program Management, Continuous Process Improvement, Cross-Functional Teamwork, Needs Assessment, Scoping, Statement of Work (SOW), Data & Information Analysis & Management, Defect Tracking, Change Control Management, Operational Planning, System Performance Monitoring, Needs Assessment, Reporting, Vendor Relations, ·Requirements Identification, Quality Assurance Testing, Production Implementation, Technology Deployment, Regulatory Compliance, Talent Acquisition, Training & Development, Leadership, Time Management


CICS (Mainframe Systems, Web Applications) SharePoint,, Requisite Pro, Winrunner, COBOL. DB2. JCL. Eztrieve, Java, Windows, SQL, Novell Client, AMS Applications, Rackley Applications, XML Upload & Download Feeds, Cherwell, Webinar Applications, Point-of-Sale (POS), Microsoft Office Suite, Microsoft Project, Bugzilla

Professional Synopsis


Researching new forms for a new commercial program. Documented results

Engaged actively in system research to define business requirements

Updating tables to accommodate rating programs

Gathered requirements, wrote functional specifications

Created test plans, conditions and executed test cases



Gathered and analyzed intellectual property data, performed needs assessment, developed SOWs and translated requirements into functional business specifications for users and internal marketing purposes

Examined testing capabilities and constraints for internal testing and production environments, joining with business and technical partners to develop and set system solutions into place

Assessed new production implementations, existing systems modifications and system malfunctions to develop ways to improve

Engaged actively in system research to define business requirements, as well as develop and soundly execute test cases

Researched concerns and performed analyses in order to reach optimal resolution


Amassed and analyzed client information, developed SOWs, assessed needs and used requirements to craft functional specifications used for internal business needs; prioritized to operate successfully within the constraints of internal environments

Acted as an effective intermediary, working with technical staff and business partners to identify and develop system solutions

As a business systems SME, collaborated with management, business groups and technology teams to aid in defining SOWs, needs assessment requirements, test cases and specifications

Performed system research to define business requirements; also played a key role in creating and executing test cases

Evaluated issues as they arose, delivering excellent client support to respond to mainframe and web queries and updates

Supervised and maintained all system-generated output with strong attention to detail

Utilized QBE production processes and quality assurance guidelines in working with clients and development teams to modify the existing system, develop new product offerings and achieve swift resolution as problems arose


Earned this promotion, advancing through positions of increasing responsibility and scope to oversee the project management lifecycle of a foremost regional casualty and property insurance provider with an individual, family and business client base

Analyzed complex business information, translating requirements into functional specifications and championing the needs of both clients and internal business entities

Effectively prioritize and adhered to client groups’ constraints in internal settings

Proved to be crucial during product development including strategic planning efforts, offering technical savvy to review production implementations, existing systems and malfunctions as they arose


Served in an important capacity during needs assessment and SOW development, gathering and defining business requirements and specifications used to develop test cases

Participated actively in research, analysis, performance assessment, third-party resource optimization, vendor relations initiatives, process improvement efforts and other core operations during tenure in this role

Leveraged lifecycle management methodologies to production, working with Quality Assurance and Technology Teams to design, modify, implement and evaluate existing systems

As a result, generated more streamlined operations and major production timeline improvements

Promoted to Champion Business and Test Analyst to convert personal lines on mainframe systems from PMSV6 to PMSV4 for clientele throughout MI, IN and OH

Fulfilled duties related to project management, problem solving, production implementation, performance assessment, reporting, testing, knowledge transfer and business partner training

Previously worked as a Personal Lines Test Coordinator, Quality Assurance Tester, Trainer and Data Entry Operator for CICS applications with Citizens/A Company of Hanover Insurance

Education & Credentials

Business Analyst Certification, The Hanover Insurance Group

High School Diploma

Engaged in professional development through employers, focused on training, business management, project management, business analysis, quality assurance, Microsoft Word and Microsoft Excel

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