Customer Service/Business Analyst

Annette Thomas

**** ***** **** ****, ******, UT 84040 Home: 801-***-**** *******@*****.***

CAREER OVERVIEW

Technical Business Analyst/Project Leader - Responsible for Automated Billings System - to include weekly balancing of Government Billings, Shipments and Contract Deliverables. First tier response to identify system issues and analyze what changes needed to be made to system. Development was in VB.net, ASP.net and VB6.

Certified scrum master with proficiency in JIRA and confluence. Responsible for leading delivery and introduction of new development for SPRINT for two development teams. Met daily in stand up meetings to coordinate tasks in development and answer questions regarding such development. Participation in Product development release ensuring use cases had been delivered and tested and final product matched business requirements. Experienced with Microsoft Dynamics CRM configuring and setting up workflows with some coding adjustments as well as interfacing with SCRIBE. Strengths demonstrate high level of customer service skills via verbal and written communication, innate ability to solve problems quickly and learn and adapt to new products and processes. Able to work well independently and as part of a team. Also experienced in analyzing large datasets to include data conversion, data administration and relational database design(modeling), development to include stored procedures, queries and SSIS implementation.

Business experience includes DOD (Logistics and Financial), Healthcare Industry, Gas Transportation Industry, Trucking and actual hands-on training in Banking Industry.

Sterling Scholar in Business for Box Elder High School

Silver Achievement Award in 2012 L-3 Communications - Released most projects on time and within budget

WORK EXPERIENCE

FEDERAL RESERVE BANK OF SAN FRANCISCO

SALT LAKE CITY BRANCH - PRODUCT ANALYST

June 2020 - Present

Currently work on Release Management Team. Responsible for Security Audits, monthly Status report for National Product Management’s products, review JIRA and Confluence artifacts for accuracy and timeliness and help motivate product teams from planning through implementation delivering quality products on time and within budget. The Release Management Team is a newly formed team with future responsibilities to include end to end management of all new products and product releases. Created dashboard in Tableau for executive Management to review past releases and new releases scheduled. Utilized JIRA plugin to connect to Tableau dynamically..

MORGAN STANLEY - INHERITOR SERVICES - Salt Lake City, UT

TECHNICAL BUSINESS ANALYST II

October 2019 - June 2020

Responsible for daily reporting activities as well as Weekly Case/Client detailed reports. Utilize conditional formatting, pivot tables and various functions within excel to deliver statistical data that is necessary for management to continually manage effectively their Inheritor Services Cases for their members.

Recently I was tasked to add enhancements to their main dashboard.

I also sent out documentation to the various beneficiaries and new account members to aid them in their IRA distributions whether it is a lump sum distribution or a transfer to a new IRA and additional documentation to identify the domicile of the deceased as well as other pertinent information needed to open the new account and process the transfer of assets at Morgan Stanley. Job also consists of aiding clients with completing their withdrawals from their accounts as documentation received and processed will aid in distribution either through direct transfer to a new account or check withdrawal.

USAA

BUSINESS ANALYST (TELEPERFORMANCE) - Salt Lake City, UT

Sept 2018 to October 2019

Assist USAA with banking analysis to include system maintenance and data modifications to bring accounts into compliance with existing policies and procedures.Responsible for account maintenance to include change of address, amended signature cards, Teller checks, Stop payment of checks, NSF/OD fee refunds, ACH STOP payments, DEBIT CARD FRAUD reports, DEBIT CARD DISPUTE reports and Financial Crime reports. Trained to detect when Financial Crime has taken place - also skilled to distinguish AML efforts. Also responsible for back office work item requests on an as needed basis depending on system errors and other customer requests..

SMITH JOHNSON & ASSOCIATES

DEVELOPER - Salt Lake City, UT

May 2018 to Aug 2018

Performed system maintenance for accounting system for client server application. Revamped program to prevent orphans from being created in system. Allowed business analyst to approve vouchers in the past with correct signatures. Adding functionality for new year processing of this system.

SR BUSINESS ANALYST

ENERBANK - Salt Lake City, UT

Oct 2017 to May 2018

Created SAP Business Objects reports in SAP. Created Crystal Reports in Business Objects environment

Updated Universe as needed with Business Objects Tool

BUSINESS SYSTEMS ANALYST

CONSULTNET South Jordan, UT

ZIONS BANK

May 2016 - Sept 2017

Worked on CORE project for 18 months revamping all old data to new BaNCS system. Job included balancing old reports to new reports and comparing data to results in new system. Crystal Reports was the interface application.

BUSINESS SYSTEMS ANALYST

CONSULTNET South Jordan, UT

COTTONWOOD RESIDENTIAL

Jan 2016 - April 2016

Work as business analyst on the YARDI system. Wrote other sql reports to balance and support the system.

BUSINESS SYSTEMS ANALYST

CONSULTNET South Jordan, UT

(ACCOUNTING FIRM)

November 2015 to December 2015

(Temp job before yearend - GP Consultant - Wrote yearend detail stored procedures to balance to Great Plains Reports)

SENIOR BUSINESS SYSTEMS ANALYST

C.R. ENGLAND

April 2015 to October 2015

Certified Scrum master - areas of responsibility included the Legal, H.R. and Driver Advocates department.

Met with stakeholders each month to strategize and implement new business processes and procedures to aid the company with their business objectives.

Wrote queries to balance to new Microsoft Great Plains PTO tracking reports. Wrote queries to balance to driver’s pay statements.

ETL DEVELOPER

HELIX EDUCATION

December 2014 to April 2015

ETL/C# developer Worked on internal application for business - adding new functionality to internal Order Entry system. Worked on various downloads and imports using SSIS.

BUSINESS SYSTEMS ANALYST

CONSULTNET South Jordan, UT

ALSCO - BUSINESS SYSTEMS ANALYST

August 2014 to October 2014

Work mainly involved creating forms and updating excel spreadsheets in VBA.

BUSINESS SYSTEMS ANALYST

CONSULTNET South Jordan, UT

EQUITABLE LIFE ASSURANCE COMPANY

March 2014 to July 2014

SSRS reporting as well - experience with using Tableau business intelligence for reporting and dashboards.

BUSINESS SYSTEMS ANALYST

RESIDENTIAL REAL ESTATE REVIEW

August 2013 to November 2013

- Revamped Accounting application for payables and receivables import.

REPORT DEVELOPER

CONSULTNET South Jordan, UT

HEADWATERS

June 2013 to August 2013

Traveled out of state to convert Crystal reports to SSRS - System was Microsoft Great Plains

PROJECT LEADER/BUSINESS SYSTEMS ANALYST

L3 COMMUNICATIONS

October 1999 to April 2013

Primary Business Systems Analyst for Contract Shipping System. Responsible for Funding phase related to bookings of the company. Designed the WEB Contract Audit System which would verify data accuracy entered into Contracts System. Maintained and updated ABS (Automated Billing Systems), Responsible for all Billings Program Finance - resolved out-of-balance bills due to incorrect parameters, etc. - calculated in sql stored procedure. Disconnected shipment references to Legacy system to facilitate conversion to new SAP. Converted Sales Profit and Analysis system from Access to SQL Server balancing all program totals

with projected totals, Converted PMA system from Access to SQL Server balancing all program totals.

EDUCATION AND TRAINING

MBA : Business Administration

MIS, Westminster College Salt Lake City, Utah

B.S : Computer Science

Weber State University Ogden, Utah

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