Business Analyst Customer Service

J-uan Harrison

**** ***** ***** ** *********, TX 76063

**********@*****.*** 985-***-****

To obtain a position with a dynamic and growing corporation, where my energy and skills would be valuable to develop, motivate, lead and encourage employee productivity and company profitability. I bring an array of experience from improving operations and increasing profitability to enhancing personal growth. My skills include IT, marketing, administration, business analyst, system analyst, sales and employee management.

WORK EXPERIENCE

Coforge

Lead Business Analyst/

Project Manager/ScrumMaster

02/2021-present

PEGA, Agile Studio,Proficient in using MS office (Project, Project online, PowerPoint, and PowerBI) and One Note for managing project notes.

Evaluated and implemented new software, provided systems administration set-up and configuration.

Supervised team of 3-8 members, utilized experience with effectively influencing teams, balancing between competing priorities while remaining flexible and creative in a hybrid Agile/waterfall environment for PEGA Application

Investigated and understand the business acumen, operations and problem-solving, assess current practices, identified opportunities for improvement, built consensus and drove the implementation of related changes

Created documentation and trained team on the software business rules, functional specifications, and process interpretation for applications, systems, and business solutions

Managed all phases of Software Development Lifecycle; including system analysis, design, coding, testing, debugging and documentation Proven ability to manage multiple enterprise-level, large and complex projects

Projects

Implement PEGA Application for various clients(Broadridge, TE Connectivity, Etc.)

Mouser Electronics

Project Manager/Scrum Master Mansfield, TX 07/2019-8/2020

Supervised team of 3-8 members, utilized experience with effectively influencing teams, balancing between competing priorities while remaining flexible and creative in a hybrid Agile/waterfall environment

Proficient in using MS office (Project, Project online, PowerPoint, and PowerBI) and One Note for managing project notes.

Investigated and understand the business acumen, operations and problem-solving, assess current practices, identified opportunities for improvement, built consensus and drove the implementation of related changes

Evaluated and implemented new software, provided systems administration set-up and configuration

Created documentation and trained team on the software business rules, functional specifications, and process interpretation for applications, systems, and business solutions

Managed all phases of Software Development Lifecycle; including system analysis, Data Warehouse design, coding, testing, debugging and documentation

Proven ability to manage multiple enterprise-level, large and complex projects

Projects:

Kronos upgrade implementation-Health Benefits/Disability Benefits/Timekeeping system for employees

Global Trade Management Application implementation from third party vendor

Implemented several internal applications for customer service

Implementation of upgrading health and dental benefits system

GM Financial

Project Manager/Business Analyst/Scrum Master Arlington, TX 07/2016-07/2019

Ability to work with and learn various systems (AS400, FIS, ServiceNow, Salesforce)

Facilitate development of business requirements with company designers/developers

Develop impact analysis for projects

High degree of self-motivation and ability to operate with limited supervision

Exposure to Financial systems lending to deep technical understanding

Work closely with the PMO to create, identify and evaluate deliverables such as business requirements documents, use cases, business process models, user manuals, test and test results

Identify potential new and improved technical directions, develop strategic options/approaches to recommend to management

Act as critical advisor to the team, providing deep function functionality expertise in the work plan, standards, process and procedures and change management efforts

Some supervisory responsibilities and direct work with vendors and consultants

Ensure adherence to Service Management, hold accountable to service levels

Provide, analyze, recommend, negotiate and direct work as subject matter expert on complex, technical issues

Ensure system standards, code and documentation is recent and maintained in a central, and secure repository

Utilize technology and process knowledge to identify process implication of technology and process changes

Explain complex application functionality in a manner that can be understood, articulate ideas and solutions to influence others toward a desired outcome or solution; answer technology questions to support the case

Proficient in using MS office (excel, Visio, PowerPoint, And SharePoint)

Project Manager Arlington, TX 11/2016-07/2019

Supervised team of 4-7 members

Proficient in using MS office (Project, Project online, PowerPoint) to develop project plans

Demonstrated an in-depth understanding of project management methodologies for hybrid waterfall /agile environments

Drove the business and vendor negotiations

Designed and created production ad-hoc reports

Projects:

Conversion of AS400 system to FIS Default manager system

Implemented Bankruptcy section of Default Manager system

Implemented customer service and collections work queues

System administrator for FIS system

Nissan Irving, TX 12/2013 - 07/2016

Sr. Business Analyst/IT Consultant

Develops and update risk, credit and collection scoring models, operations reporting and portfolio performance metrics

Contribute to building brand value a day achieving enduring profitable growth

Provides subject matter expertise, training and mentoring to project teams in adopting company principles, values, best practices and delivery methodology

Utilize advanced statistical query skills to develop operation critical reports and performance

Conduct and support complex analysis, ad hoc research and reporting related to compliance subjects

Work closely with the PMO to create, identify and evaluate project deliverables

Identify potential new and improved technical directions, develop strategic options/approaches for recommendation

Ensure system standards, code and documentation current and maintained in secure repository

Projects:

Implementation of Siebel upgrade

Implementation of new Seibel system for collections and customer service

Texas Health and Human Services Commission Arlington, TX 7/2012 - 7/2013

Business Analyst/IT Consultant

Managed and facilitated project deliverables, ensured internal IT and business needs were clearly identified, designed and constructed to meet complex technical business cases and technology integration

Established and maintained effective working relationships with management, vendors and project teams

Developed annual and multiyear department objectives and strategies

Educated and shared knowledge on company guidelines, regulations, and policies

Supported mainframe, ERP and N tier applications

EDUCATION

B.S. in Business Management

Grambling State University - Grambling, LA

2008

CERTIFICATIONS

Certified Scrum Master

Certified Agile Coach

COMPUTER SKILLS

ServiceNow, Planview, PowerBI, Siebel, Lexisnexis, LOS, Clear, Innovis, Great Plains, Oracle 11i, Default Manager (FIS)

Oracle 12, QuickBooks, SAP, JIRA and Rally, Salesforce

Advance experience in MS Office Applications: OneNote Visio, Project, SharePoint, Project Online, PowerPoint and reporting tools

Excellent verbal and written communication skills, and collaboration skills

Highly developed analytical and problem solving skills

Contact this candidate