Business Analyst

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Joan A. M. Wilkinson

Fairburn Georgia, ***** I 404-***-**** (C) adul82@r.postjobfree.com

OBJECTIVE

To utilize my experience to assist in developing solutions that align with the organization’s objectives. SUMMARY / TECHNICAL SKILLS

Organized, analytical team player recognized for my time management and organization skills, coupled with my attention to details and ability to assess and solve operational issues. Relentless in identifying the sources of issues, developing requirements, implementing processes and software solutions to resolve issues.

SQL Query Jira Phoenix Banking System

Microsoft Office Suite / CRM YouTrack

Basecamp

T24 Banking Software

QuickBooks

QUALIFICATIONS

5 years of customer service experience along with experience serving internal customers.

10+ years of experience gathering and documenting business requirements, conducting quality assurance and user acceptance testing, providing implementation support and developing process flows.

Track record in resolving problems independently and using initiative to improve processes to meet organizational objectives.

WORK HISTORY

BAKFOODS LLC Atlanta, USA

Sales / Customer Service Supervisor May 2021 – Present

Close out sales by following through the sales process from taking an order, items being pulled in the warehouse to delivery of the items and finally addressing any issues with delivery.

Conduct training of new staff members.

Jamaica Money Market Brokers Kingston, Jamaica

Business Analyst Consultant May 2017 – July 2019

Conducted requirements gathering using interviews, meetings, documentation review, reviewing of existing systems, business procedures, processes and regulations. Prepared Business Analysis documentation using the Waterfall and Agile methodologies.

- Produce requirement documentation, user stories and used cases that align with the business goals and needs.

- Partnered with project teams to provide implementation support for new tools and technologies.

- Provide status updates via reports and presentations.

- Plan, develop and execute communication plans.

- Worked with software developers to design, develop, implement and maintain business solutions to meet requirements while ensuring KPIs are met

2

Jamaica National Building Society Kingston, Jamaica IT Consultant December 2009 – July 2019

Conducted gap analysis on applications and processes and ensured that ISO 9000 policies were in place. Developed and documented Use Cases Process Flows, Work Instructions and User Acceptance Test scripts. Conducted Quality Assurance Testing and coordinated and facilitated User Acceptance Testing.

Provided support during the implementation process. Troubleshoot user-reported defects and conducted impact analysis of technology changes. Performed Time and Motion studies and generated reports for the business owners.

The e-Biz Centre Limited

Kingston, Jamaica

Operations Manager October 2013 – December 2016

Managed overall operations; planned, directed and improved productivity and efficiency. Responsible for the effective and successful management of labor, productivity, quality control and safety measures. Served as a company representative on regulatory issues.

Enhanced the operational procedures, systems and principles in the areas of information flow, management and business processes. Maintained the monthly targets of the organization. Performed continuous assessment of the operations to ensure efficiency. Digicel Jamaica-Call Center Kingston, Jamaica

Customer Relations Manager January 2006 – December 2008

Managed specialist teams responsible for preparing reports and improving customer relations. Worked with the Outbound team to reduce calls to the call center. Participated in the definition of strategies for select teams based on requirements gathered.

Researched new technology and provided approaches to existing processes and practices in order to ensure increase customer satisfaction.

EDUCATION

University of the West Indies

Master of Business Administration, General Management B.Sc, Management Studies – Lower Second Class Honors University of Technology (C.A.S.T.)

Diploma in Computer Studies

CERTIFICATIONS

CompTIA IT Fundamentals+ Certification – 2019

Google IT Support Certification – 2020

Certified Business Analysis Professional (CBAP)

– Currently preparing to sit exam

Project Management Institute

Certificate of participation – An Introduction to

Project Management – 2006

UDACITY Nano Degree – Business Analytics

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