Jessica S. Swayne

*** *. ******** *** § Catonsville, MD 21228 § 443-***-****

Email: adilnj@r.postjobfree.com

Objective: Obtaining a challenging position in an entrepreneurial environment which offers environment with immediate challenges, team oriented tasks, career advancement and an environment where I can harness my potential which can contribute to my overall career growth as well as the organizational growth

Key Skills:

SDLC Methodologies:

Agile, Rational Unified Process (RUP), Waterfall Model, Joint Application Development (JAD), ITIL, Kanban

UML Diagrams:

Structure Diagram- Class & Object Diagram, Behavior Diagram- Use Case, Activity and Sequence

Operating System:

Windows 8/7/ Vista/ 2008/ XP/ 2003/2000

MS Office Suite:

Word, Excel, PowerPoint, Access, Visio, Outlook, Project, One Note, Office 365

Database:

DB2, Oracle, My SQL, MS Access, Toad

Requirement and Contain Management and Testing tool:

MS-SharePoint, Rational Case Test Manager, HP Quality Centre, Quality Center

Modeling and Other tools:

MS Visio, Business Objects (BOBJ), Crystal Reports, SQL Server, BMC Remedy, JIRA, ServiceNow, Altiris Software Distribution, Cisco VPN Client, Active Directory Administration, Symantec PCAnywhere, Adobe Products, Virtual PC, Oracle RightNow CX Cloud Service, Cisco Call Manager, Citrix Remote Assistance, Blackberry Enterprise Server, Analytix Mapping Manager, eCommerce

Certifications:

ITIL Foundations, HDI Analyst, PMI-ACP (in progress)

Education:

ITT Technical Institute (09/2008 – 09/2010)

Associate in Applied Science in Computer Network Systems

Community College of Baltimore County (08/2003 – 01/2005)

Course of Study: Computer Graphics - Microsoft Products

Phoenix TS (09/06/2017 – 09/08/2017)

Course of Study: PMI-ACP

Professional Experience:

Basys, INC

Halethorpe, MD

Software Business Consultant 10/2018-Present

Directly interact with and positively influence parties involved in requirements elicitation sessions and solution review meetings, with the ability to converse with direct end users, executive sponsors and IT resources

Translate business needs into clearly defined and detailed requirements, user stories, and user-focused specifications

Facilitate the design and development of Web product features with the basys engineering team, including participation in user-interface design meetings, creation of wireframes, customer feedback sessions and functional testing efforts

Function as a business analyst and technical subject matter expert on the Web portal and mobile application.

Ability to have a flexible schedule to meet production and program deadlines and to be onsite with the client.

Utilize multiple tools and resources to resolve customer application questions or issues in the areas of database, system configurations/setup, product functionality and business enhancements

Develop a comprehensive knowledge of basys solutions and capabilities

Work with customers directly on the implementation, configuration, testing, trouble shooting and training of the basys solutions

Act as a liaison between the Client, Product Management, Call Center and Development Teams, to set up and run meetings for status updates.

Create and update training materials and user guides on current products and new features for our products

Northrop Grumman Corporation /CMS

Windsor Mill, MD

Business Analyst 12/2015-10/2018

Design business processes, document operating procedures, business process models, and perform other tasks that demonstrate technical understanding of production operations.

Performs work to support business operation services for CMS models including planning, business analysis processes, project coordination, and documentation standardization/management and risk and opportunity management activities.

Read and understand Interface Control documents, Requirement Documents provided by the developer contractor.

Create reports and presentations for client, management and senior management

Ability to lead and train staff members on issues

Create and update Remedy tickets, maintaining excellent notes and status information to demonstrate issues are being worked at the Call Center.

Function as a business analyst and technical subject matter expert.

Ability to have a flexible schedule to meet production and program deadlines and to be onsite with the client.

Provide monthly, weekly, yearly and ad-hoc reports

Ability to present changes to the program / production to management and senior management

Develop Standard Operating Procedures (SOPs) and detailed Work Instructions.

Facilitates multi-party calls to address scenarios that cross boundaries between CMS and their CMS Contractors

Conduct One-To-One session with all associates, tracking issues & concerns raised – forwarding the details to respective department

Perform duties as assigned by Service Desk/Production Operations Support Desk Manager

Creates project templates and manage database development.

Defines and documents business needs and objectives, current operational procedures, and create standard operational procedures.

Interacts with clients to create solutions, document work flows, business processes and process mapping.

Identifies opportunities for improving business processes and develop recommendations for customer client.

Compares data from a variety of sources to assure accuracy using judgment and relying on knowledge of subject material.

Gathers information, identify analysis methodologies, prepares, develops and submits written materials for government client under the supervision of senior staff.

Assess customer requirements to implement business process changes.

Technical writing and editing skills.

KForce– Lockheed Martin CMS NDW Project

Windsor Mill, MD

Lead Business Analyst/Junior Database designer 4/2015 – 12/2015

Assisted with designing mappings to run reports against the National Data Warehouse.

Ran variance reports daily to match data from all sources.

Documented all incidents in HP Quality center

Assisted with database design and coordinating the development of Logical and Physical Data Models

Maintained and updated mapping documents with all the transformation logics, BI Objects, Data Quality Rule creation/ enforcement

Updated all mappings in Excel and uploaded to Analytix Mapping Manager.

Tested Analytix Mapping Manager to make sure it meets the requirements to the project.

Assisted in supporting planning activities and supporting the on schedule delivery of milestone and deliverables.

Completed deliverables on or before the due date.

Worked with the Analytix representative and improved the functions to meet the project’s needs.

Created documents to show other team members how Analytix works and its capabilities.

AQUAS, Inc./Optum-QSSI – MDHIX Project/State of Maryland

Columbia, MD

Lead Business Analyst/ MDHIX SME 11/2013 – 4/2015

Act as a liaison between the Call Center, Product Management, IDS Team, Curam Team, Testing team, and State, and set up and run meetings with the State and other teams for status updates.

Troubleshoot complex software issues for both the internal and external portal for marylandhealthconnection.gov and create critical master tickets in order to work with the DDI teams to resolution, then notify caseworkers when account and application issues for the consumer have been resolved

Document all incidents by opening and tracking trouble tickets using the BMC Remedy software ticketing system, Oracle RightNow CX Cloud Service, and JIRA and run reports in those systems.

Trains new hires, coach existing team members, and assist with issues that team members may not be able to independently resolve.

Support state of Maryland mandates initiatives in conjunction with healthcare reform and insurance industry requirements and initiatives.

Accountable for identifying and implementing process improvements within the Maryland Health Insurance Exchange Department as they relate to the Affordable Health Care Act.

Troubleshoot and recommend solutions to system issues; develop alternatives and solutions for consistent workflow; requires ability to define and prioritize problems and manage workload without direct supervision.

Process requests for system updates, including language and cost sharing data, creation and/or update of standard benefit summaries and custom benefit summaries for utilization and distribution via the member, group and provider portals.

Work with the Tivoli team on account issues, test and implements changes to the System, and maintains VIP mailbox expediting issues as needed.

Participate in special ad-hoc projects and assignments to support departmental and corporate initiatives and goals.

Connections Education

Columbia, MD

Junior Business Systems Analyst 07/2013-10/2013

Provide technical support to students, caretakers, and learning coaches throughout the school year and re-image school computers as necessary

Strive for a first call resolution at call center.

Assist with installing software needed for classes that the students are taking

Assist with installing printer drivers and wireless adapter drivers

Provide out-bound phone support, as well as email break/fix support

Assist with issues that co-workers may not be able to independently resolve.

Create calls tags for defective or damaged equipment that needs to be returned.

Document all incidents by opening and tracking trouble tickets using the Connexus software ticketing system.

Assist students, caretakers, and learning coaches with network connectivity issues

Troubleshoot issues with the Connexus site and virtual classes.

Remote into computers as necessary to resolve issues

Update BIOS information on laptops.

CompuGroup Medical

Reisterstown, MD

Business Systems Analyst 11/2011 – 11/2012

Provided out-bound phone support at a call center, as well as email.

Assisted with issues that co-workers may not be able to independently resolve.

Tested different versions of our products for bugs and test fixes for existing bugs.

Documented all bugs and track the bugs through Team Coherence.

Make suggestions to enhance a product.

Train new hires and coach co-workers as necessary.

Evaluated our products and determine whether the product was ready for release to customer.

Traveled to client locations to upgrade or install products and train the clients on the software.

Lockheed Martin/HHS

Windsor Mill, MD

Call Center/Help Desk Lead Specialist 10/2010 – 3/2012

Provided in-bound and out-bound phone support, as well as email break/fix support, ticketing management, and assistance to team members not able to independently resolve customer issues.

Documented all incidents by opening and tracking trouble tickets using the Remedy ticketing system and ensured ticketing quality of other agents.

Installed and troubleshooted Windows XP and 7, Office 2003, 2007, and 2010, Linux/Unix, third-party, as well as proprietary software.

Performed Active Directory administration and VPN account administration.

Troubleshooted Terminal Services and RDP, TCP/IP configuration, managed driver installation, and troubleshooted network and email functionality.

Escalated problems to appropriate support Tier if necessary.

Trained new hires and coached co-workers as necessary.

Tested new CTI’s and documented any issues that developed.

Monitored the Service desk and VPN ticket queue’s to ensure tickets were resolved in a timely manner and/or sent to the proper group for resolution.

Johns Hopkins Applied Physics Laboratory, E4E

Laurel, MD

Call Center/Help Desk Specialist 01/2006 – 01/2009

Provided first level IT customer support for customers in person and via telephone by creating and maintaining e-mail accounts, Blackberry Enterprise Server accounts, Entrust accounts, and database access for various software applications and specialty programs.

Created and maintained user accounts and permissions within Active Directory as well as individual applications. Troubleshooted and resolved account and permission issues to ensure that clients had appropriate access to Enterprise resources, including but not limited to: Folder Shares, Network Printers, SharePoint Portals, Exchange Group Mailboxes and Public Folders, and also individual proprietary applications.

Provided hardware/software maintenance and problem resolution for standard desktop/laptop systems, consisting of 80% Windows systems, 10% Macintosh, and 10% Linux.

Documented all problem calls by opening and tracking trouble tickets using Remedy ticket tracking system.

Subject Matter Expert (SME) for all Blackberry devices and Blackberry Enterprise Server issues that Tier I and II could not solve.

Ensured data integrity on workstation computers throughout Enterprise utilizing Iron Mountain Connected backup Client/Server. Performed data recovery tasks from simple file level restores to complete system recovery.

Coordinated restoration of user data on File Server Shares as well as individual email boxes on Exchange servers in the event that data needs to be recovered from previous dates.

Monitored deployment of critical Windows updates and patches on Enterprise workstations via Altiris DS Console. Executed required compliance reports; coordinated remediation with application deployment team.

Deployed a variety of COTS and proprietary applications to Enterprise servers and workstations utilizing Altiris DS console.

Monitored large scale application deployments, ran necessary compliance reports, and coordinated remediation with application deployment and desktop support teams.

Professional references upon request

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