Systems Analyst Business

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Lansdowne, PA 267-***-**** ************@*****.***

https://www.linkedin.com/in/horacej

HORACE A. JOHNSON JR.

PROFESSIONAL SUMMARY

Business Systems Analyst with extensive experience in providing functional and technical support for system enhancements and customer-facing support. Skilled in business analysis, quality assurance, release and problem management, and defect prioritization. Excellent organizational skills, enabling resolution of system issues through independent analysis or engaging IT resources to minimize downtime. Strong collaborator with a focus on delivering quality service, maintaining client satisfaction.

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CORE COMPETENCIES

• Languages/Tools: SQL, Visual Basic, .Net, XML

• Databases: Progress Database

• Software: Epic, Cerner, MS Visio, Salesforce, JIRA, SharePoint, TFS, RPA, HL7 PROFESSIONAL EXPERIENCE

ENVISION PHYSICIAN SERVICES 2018 – 2024 CONSHOHOCKEN, PA (Remote) Business Systems Analyst

• Provided customer-facing support, working as a liaison between the business and development, to ensure proper use of imaging technologies and business processes.

• Maintained regular communication with stakeholders to provide timely updates on project progress and ensure alignment with objectives.

• Modified and updated .Net, XML configurations for clinical data transfer to Envision servers. Utilized MySQL for auditing and investigating support issues.

• Assist in testing of member-facing applications, including documentation of testing practices and participated in the checkout of production releases as needed.

• Determined requirements, impacts, and provided Statements of Work (SOW) documentation, procedures, and guides.

• Adhered to all aspects of the Software Development Life Cycle (SDLC),

• Proficient in utilizing advanced ticketing systems such as ServiceNow to streamline workflow processes and enhance operational efficiency.

• Used Salesforce application to input interface data for all Envision hospital sites and service lines where billing was involved.

SUNOCO INC. 2013 – 2017 NEWTOWN SQUARE, PA

Business Systems Analyst

• Project Management of small to medium-sized projects using Agile methodologies and JIRA for progress tracking.

• Provided QA for new system enhancements, implementations, defect fixes using UAT testing and trained users on system functionalities.

• Maintained and updated portal content, SharePoint, and security updates.

• Supported Sunoco Marketing and Supply Chain users with functional and technical expertise. XEROX CORPORATION 2012 – 2013 CHERRY HILL, NJ

Retirement and Beneficiary Support Specialist RBA/BST

• Managed individual caseloads and served as the primary point of contact for clients.

• Processed decedent cases for beneficiaries, ensuring accuracy and adherence to SLAs.

• Achieved high scores for telephone techniques and customer service quality. SIEMENS MEDICAL SOLUTIONS USA INC. 2011 – 2012 MALVERN, PA Customer Support Technician

• Provided primary support between company and customers, resolving complex technical issues.

• Supported applications such as Soarian, Invision, OAS Gold, NextGen, PeopleSoft, Kronos, and McKesson.

• Maintained a high customer satisfaction average and achieved a high first-level resolution rate. IRON MOUNTAIN RECORDS MANAGEMENT, COLLEGEVILLE, PA 1996 – 2010 COLLEGEVILLE, PA Systems Specialist / Supervisor, Helpdesk / Systems Analyst / Helpdesk Analyst / Customer Service Representative

• Led monthly software releases and facilitated new system enhancements.

• Improved productivity and customer satisfaction through prioritization of system defect fixes.

• Supported disaster recovery efforts during critical system issues.

• Managed incoming call volume, ensured SLA adherence, and conducted performance reviews.

• Reduced wait times and improved call resolution quality.

• Provided advanced tier two support for proprietary software, enhancing call ticket resolution time.

• Trained and documented troubleshooting processes for the department.

• Enhanced customer satisfaction by handling inquiries related to contracts, pricing, and services. Education

Certification

• Project Management Institute, Newtown Square, PA: Certificate in ITIL Foundation College

• Penn State, Malvern, PA: Certificate in Database Development

• Temple University, Philadelphia, PA: Major in Business Management with Computer Science

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Referrals Upon Request

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