Toni Sossomon

Business Analyst

Contact

Franklinton NC 27525

919-***-****

adwrpc@r.postjobfree.com

Objective

Business Analyst skilled at writing SOWs, SMOs, and interacting with multiple clients/developers and QA while also completing daily assignments and contributing to team success, always willing to take on new tasks. Adapting quickly to new needs and policies and incorporating Agile methodologies into targeted deliverables.

Education

Savannah College of Art & Design

Savannah, GA

BFA Graphic Design

Certification

SCRUM Fundamentals Certified (SFC)

In-Process Master SCRUM Certification

Skills

Microsoft Office Suite -

(365 and on-prem)

Adobe Software (Design Suite)

Atlassian Software (Jira/ Confluence)

Agile Methodologies

Basic SQL Queries

SCRUM

Various ticketing systems

Compliance, Licensing, Registrations software

Documentation

Gathering Requirements

WorkFlows/FlowCharts

Data Mapping/ Flowcharts

Knowledgebase Building

Software and Hardware Support

PC, Server and printer Installs

Experience

April 2022 — December 2022

Business Analyst / Project Manager Town of Cary

Cary, NC

●Create multiple business processes for client services.

●Track and create technical requirements for new projects.

●Maintain documentation for existing projects.

●Create Documentation for pre-existing and new projects.

●Updated Salesforce / Cloud Coach with documentation.

●Updated stakeholders and end users on project status.

●Review and create all technical requirements for multiple on-going projects.

April 2016 — April 2022

Technical Business Analyst /Product Owner RegEd

Morrisville, NC

●Create, update, and maintain multiple JIRA tickets with requirements and comments for multiple simultaneous projects spanning multiple clients and products.

●Work with multiple teams across an Agile Environment

●Investigate issue between UAT and

●Update Confluence pages with reports, bugs and QA results

●Maintain cost calculator for SOW/ SMO requests

●Maintain many reports relating to client specific needs.

●Create, update and maintain process and procedures as well as templates.

●Link reports with JIRA and Confluence for easier tracking of SOW and Bug tickets

●Work with Product Management and other teams to develop and incorporate SOW requirements into deliverables.

●SOW creation for client customizations: Review, costs, drafting SOW, agreement from client and signage then scheduling into UAT and Production release.

●Work with Dev/ QA on next steps and making sure all timelines are met and all bugs resolved with QA before UAT testing and production.

●SOW Update and review with offshore teams

●Correspond and be the point between the relationship managers and the Implementation, Dev and QA teams

●Help Dev and QA to understand requirements in SOWs (Statement of Work), and SMOs.

●Confirm test results from Dev/QA/Client User Testing and document any deviations and findings

●Participate in Daily SCRUM meetings

April 2013 — April 2016

Product Support Analyst RegEd

Morrisville, NC

●Respond to non-routine inquiries through phone or e-mail contact with customers and prospects about the Xchange application’s features and functioning.

●Research customer inquiries using existing company, NIPR, FINRA and various state resources.

●Use a computer system to track information, questions, answers, and product orders.

●Promote and maintain positive customer relations utilizing Service Excellence techniques.

●Participate in customer calls to discuss production issues and processes where required.

●Understand and apply complex rules and regulations affecting RegEd products and services.

●Follow-up with clients, producers, or agents and/or state departments as required.

●Maintain defined productivity and accuracy rates to meet RegEd’s high service quality standards.

●Adhere to all internal processing procedures.

●Identify and submit ideas to improve service, elimination redundancies and reduce rework.

●Work independently with moderate supervision, as well as within a team environment.

●Participate in and/or manage the completion of projects as assigned.

●Document operating procedures, if requested.

●Conduct on the job training for new hires, if requested.

●PII information security and compliance

May 1995 — present

Freelance Graphic Designer and computer support

Home

●Multiple freelance projects to support community engagements for non-profit and service entities

●Logo Design, Gamer tags, Ads/ Banners

●Designed and installed new computer systems.

●Administrative support on server 2000 and server 2003.

●Custom Designed and Installed Computers

●Residential, Commercial, and non-profit Clientele

●Designed to meet each situations specification, based on needs and requirements.

●Customer support for email, software installation, and system restore.

●Support for all Windows operating systems and Macintosh up to OSX.

●Customer training for applications and use of software programs. I.e., PowerPoint, Outlook etc.

●Web Design

April 2009 — April 2013

Intake Specialist Social Security Administration

Koniag Dev Corp (Contract)

Durham, NC

●Provide help desk support for Social Security Administration’s LAN/WAN environment

●Responsible for troubleshooting and problem resolution support for all SSA end users (Hardware and Software) First call Resolution

●Assist outside vendors with products and services that are customized to meet SSA end user’s needs.

●Alert upper management of outages and Severity 1issues via paging, email and Info Cast posting, National Outage Reporting and Escalation

●Identify and report on a wide variety of hardware, software, mainframe access and print problems. Correcting Outlook, VPN, and Specific Operational Software Issues. (SMS, Mapping, Remote Control). Server and Backup (Ultrabac) issues. Microsoft office and Communicator, printer software and hardware issues. Exchange, Blackberry, laptop, and Desktop issues. VPN and HSPD-12 Credentials, Mainframe issues. Using the ticketing system (CAPRS) for proper documentation and communication

October 2006 — November 2008

Server and PC Rollout and Deployment Specialist NC SECU Pomeroy IT Solutions (Contract)

Morrisville, NC

●Hardware Installation of servers and Point-Of-Sale systems for the NC SECU statewide

●Upgraded and installed new PC’s, Teller PC’s, Servers and Network and non-Network Printers.

●Installing OS, drivers, and banking software, (i.e.: Citrix, 3270).

●Building Check Image PC; for check imaging, printing, and scanning and validating build specs and installation

●Installation of Touch pad/PIN pad, Card Swipe, Driver’s License reader, and Validation printers.

●Printer Mapping

April 2006 — July 2006

Graphic Designer and Computer Technician Chaos Designs

Hilton Head Island, SC

●Web Design Logos, Brochures, Ads and Banners for Relator.com, and Flash Design

●Computer Service Technician, Network support technician

●Teaching clients how to use their systems or software.

●Cable running

●Residential and Corporate (onsite and offsite)

●Selling the service our company offered to old and new clients.

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