BARBARA MISLIVEC

**** * ***** ***** *** ***, Omaha, Nebraska 68114

Cellular Phone: 402-***-****

Email: adxhao@r.postjobfree.com

Enthusiastic, forward thinking, IT Business Analyst with 8 1/2 years of experience. Highly skilled in requirements elicitation, documentation, and process design methodologies. Talent for analyzing problems, leveraging technology, finding effective solutions, and breaking complex issues into understandable tasks. Expertise in building relationships between Business and IT teams. Qualifications include:

Requirements Analysis

Documentation

Project Management

Requirement Gathering

Enhancement Evaluation

Implementations

Business Process

SDLC

Integrations

PROFESSIONAL EXPERIENCE

REI (Radio Engineering Incorporated) 2019 – current

Business Analyst – Dynamics 365 CRM Application / SharePoint Applications

Dynamics 365 CRM Enhancement implementation - Project entailed 58 Field Service Enhancements. Communication with a third party contracted company to build the enhancements, customize workflows, business rules and processes. Conducted research, developed a solution, tested the solution and documented the enhancements in administrative and user manuals.

Dynamics 365 CRM Upgrade implementation - reviewed the Microsoft documentation and prepared internal documentation, requirements and test plans for Upgrade Implementation.

PowerMap application setup and training the Sales team.

Assisted with the implementation and training of new Dynamics 365 CRM Sales entities: Install Quote and Potential Account Value

Organized department meetings and communication to determine the best solution, across all affected departments,

Gathered, analyzed and defined business requirements and processes for internal department development of the Dynamics 365 CRM applications: Sales and Field Service.

Created detailed Business Requirements Documentation: Project Summary, Objectives, Background, Business Drivers, Project Scope, Identified Gaps, Current Process, Proposed To Be Process, Functional Requirements, Technical Requirements.

Articulated enhancement requirements to the application developers.

Assisted with implementation of processes and procedures for multiple applications.

Created and updated test plan documentation.

Completed thorough end to end regression testing.

Created and updated training, user and administrator manuals for the Business System applications.

Reviewed new application processes or enhancements with the corresponding departments.

Trained new Sales Representatives on the Sales CRM application and SharePoint applications

Provided application support by researching questions or issues and determined the solution or worked with the developer to determine the best solution.

Assisted with Data Governance solutions and processes for data integrity.

Promote a team mentality of the Business Systems department and adjoining departments.

Additional technology used:

•PowerMap • Dynamics 365 for Outlook • SQL Server • Visio • SharePoint Applications: Engineer Design Request, Purchasing Request, Corrective Action Request, Business Systems Request, Quote, Sales Order, Price Request, PIM Request,

ALORICA (formerly West Corporation) 2014 – 2019

Business Analyst – CRM Application / Reporting

Organize meetings and communicate with the client service representatives to determine the best application and /or reporting need of the client along with gathered the business requirements:

Research the desired application’s capabilities and / or limitations.

Research the reporting servers, databases and tables to determine if the data exists and can be provided.

Create, revise and update the Business Requirement Documentation for the project, specific to the client and client service representative’s preferences or requirements

oAdditional Documentation created: Use Cases, User Stories for Jira, Agile, Business Requirement Documents for CRM Applications and Reporting, Requirement and Flow documents on data feeds for certain Applications

Provide, review and discuss the requirements with the designated developers. Diagram or provide samples of application flow and data capture; provide the fields, calculations and SQL queries to pull the reporting data or calculations the client or client representative has requested. Access the servers which house the data and determine which databases and tables to pull the data.

Test: Verify data and / or evaluate the end product in the development environment. Consult with the client service representative to determine the product meets the requirements and provides the results within the scope of the request before placing the finalized product in production.

Developed training materials for the new application

Organized and Executed “train the trainer” sessions with the client representative’s team of designated trainers. Walk through the application’s flow and functionality. Provide a demo, within the Training environment, of the new application. Coordinate application and reporting UA testing plus sign off by the client team to move application into production.

Assist the Project Manager to research the scope of the requests, determine the departments, applications and platforms which play a role in the project; determine and consult the key players to accomplish the end result; Dive into the applicable processes and procedures; Continue to keep the owner apprised of the status, progress or roadblocks of the project. Follow through with respective key players to ensure the project is moving forward and timeline is within scope.

oAssisted in Integrations, Implementations, data load and transfer processes

Analyze the issue or problem, research options; determine the best solution and best team to handle the resolve.

Additional technology used:

•Clarizen • Remedyforce •Jira •Agile •Xpress •SDR •Visio •Sharepoint• Excel• Access• Word• PowerPoint• Peoplesoft+• Oracle• EIS• SQL Server• Outlook• Lotus Notes• Onbase• Customer Care• OnContact• NICE• Spectrum• WebOps• CxMP• UPC• Blackwolfe• Service Now• Microsoft Teams• Web Focus• Salesforce• Insight •IPortal

SKILLS SUMMARY

Experienced professional who strives for excellence through a strong work ethic, excellent organizational skills, customer service, goal setting, and relationship building.

Proficient in project management and business analysis, including policies, procedures and regulatory standards.

Hard worker, detail-oriented professional and flexible person, who holds high standards and makes a positive difference for people.

Loyal team member, who is focused on excellence and good listener, who sets priorities, adapts well to change and exceeds goals.

Management Skills: Organize multiple complex responsibilities with superior results in ever-changing and complicated workplaces.

Proven knowledge of the day-to-day works of a product and provide the best customer service possible for businesses and providers.

Success-driven and very dedicated employee, who exceeds elevated expectations, holds high standards and welcomes opportunities.

Well-developed communication skills via successful interaction maintaining interdepartmental and external business relationships.

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