Technical Business Analyst / Data Analyst

Works well in challenging, fast-paced, high-stress and deadline-oriented environments individually or as part of a team. Proficient in Problem Management and technology, also heavily experienced with client and employee relationships as well as multiple aspects of Information Technology. Knowledgeable in creating detailed reports and documents that are distributed to Executives. Focused on consistent quality work while continuing to be time efficient while handling the daily operations of corporate culture. Highly knowledgeable of policies, processes and procedures as well as implementations related to the Heartland Service Center (HSC).

Strengths

Self - motivated

Excellent Writing Skills

SQL Reporting

Problem Analysis

Procedure Development

Highly organized & able to effectively prioritize tasks in order to meet deadlines.

Incident Discovery & Resolution

EDUCATION

Indiana University Southeast (73 hrs towards Bachelors)

(2002)

Anderson High School

REFERENCE

Vincent Thacker, Sr Director IT at Heartland Payment Systems: 812-***-****

Alexander Cafardi, Sr MIS Technical Support at PNC 724-***-****

EXPERIENCE

PNC Bank, Louisville, Ky

IT Business Analyst, Fraud & Strategy

2016 – 2020

●Develop business architecture using requirements such as scope, processes, alternatives, and risks.

●Analyze client’s business requirements and processes through document analysis, interviews, workshops, and workflow analysis.

●Conduct 5+ levels of testing including functional, regression, user acceptance, integration and performance to verify the client’s needs are met.

●Communicate client’s business requirements by constructing easy-to-understand data and process models.

●Provide input into developing and modifying systems to meet client needs and develop business specifications to support these modifications.

●Liaison between business and technical personnel to ensure a mutual understanding of processes and applications.

●Wrote several adhoc reports for executives

●Developed and assisted in documentation and execution of a new reporting application

●Organized and attended meetings for several projects, including gathering documents and reports ahead of time

●Perform analysis of project requirements

●Minimal exposure to Hadoop, Tableau, Big Data and Python

Heartland Payment Systems, Jeffersonville, IN

HSC Problem Coordinator, 2011 – 2016

●Quickly respond to Severity 1 and 2 Incidents by attending troubleshooting bridge calls comprised of support teams.

●Use internal tools and resources to assist in the troubleshooting effort; document specific troubleshooting actions taken and record in the problem ticket.

●Interview support teams to gather specific details about the Incident including: root cause, back-in-service resolutions, planned permanent solutions, and how the Incident impacted the business.

●Work with support teams to stay current with on-going Incident investigations; identify and report proactive opportunities that are revealed during problem investigations.

●Manage multiple problem tickets in queue and provide regular updates to the business; ensure documentation is thorough when providing the document to the Executive Management team; become a subject matter expert with assigned Applications and systems; demonstrate exceptional communication and interpersonal skills.

●Applications and systems; demonstrate exceptional communication and interpersonal skills.

Reporting Analyst, 2008 – 2011

●Streamlined report distribution within the company.

●Assisted management in the preparation of toteboard analysis

●Performed detailed analysis of rankings, sales commission and signing bonuses for the Sales force

●Stored and updated company data

●Provided support to current and future business needs by designing, examining and updated reporting structure

●Created daily, weekly & monthly reports for requestors specific to their needs.

Escalation Technician, 2007 – 2008

●Escalate and communicate customer issues and network related alerts to the Heartland IT NOC, Management, and business as defined by the policies and escalation procedures.

●Troubleshoot various issues such as internal questions/requests raised (password request, ticket investigation, researching vendor position), customer issues or questions, or issues our client is requesting a provider to take action on.

● Respond to service desk tickets and provide consistent communication.

● Interact with Technical support teams on a daily basis; opening tickets and performing follow up with external organizations (when needed) on customer and other related issues.

HSC – Divisional Servicing Manager, 2006 – 2007

●Accomplished customer service and human resource objectives by recruiting, selecting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

●Achieves customer service objectives by contributing customer service information and recommendations to plans and reviews; preparing and completing action plans; increasing productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; assisting in implementing change within the call center culture.

●Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

Resolution Team - Subject Matter Expert, 2005 – 2006

●Troubleshot various issues such as funding issues, terminal issues or other escalated issues that a Customer Care Advocate could not resolve during a phone call.

●Handled calls that were requested to be escalated to a supervisor.

●Single handedly handled the escalated issues between offices such as network, funding or communication issues.

Customer Care Advocate, 2004 – 2005

●Receive inbound calls including transferred sales leads and calls from current and potential customers.

●Answer questions about the product details, the company, and issues with account for customers.

●Assist customers with any technical issues experienced with website and escalate any issues to management appropriately.

●Perform basic account maintenance activities.

●Meet Quality Assurance Requirements and other key performance metrics.

Jaquelyn Thompson

IT Business Analyst

2404 Stover Drive, New Albany, IN 47150

Phone: (502) 500. 1899

Email: ******@*****.***

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