Business Analyst Technical Support

JOLANDA WEATHERSPOON

734-***-**** *******@*****.***

Ann Arbor, Michigan (MI) Linkedin.com/in/jolandaw815/

Senior Business Analyst Technical Support Data Analysis

Highly committed, adaptable, and detail-oriented Business Analyst with ~18 years’ progressive experience; offering expertise in data analysis & management, troubleshooting, information & business systems, technical transformation, and stakeholder engagement. Technically savvy; adept at conceptualizing and developing complex, data-centric systems & processes, backed by extensive knowledge of emerging technologies.

Consistently deliver on projects, meeting stringent timelines. Comfortable working in an Agile environment, adept at formulating scalable applications for the future. Possess excellent interpersonal skills resulting in winning team outcomes. Proven capacity to develop a clear understanding of business needs and turn these into workable technical solutions. Self-motivated and results driven individual; bring excellent IT skills, analytical thinking, and thrive on challenges. A strong communicator; deft at training and mentoring matrixed teams to deliver on organizational objectives.

‘Driven and inquisitive; brings a can-do attitude and passion for new challenges and learning’

SIGNIFICANT CAPABILITIES

Business Intelligence & Strategy

Process Improvement

Team Engagement

Information Management

Communication Skills

Performance Optimization

Data & Systems Analysis

Requirements Analysis

Variance Analysis & Forecasting

Process Reengineering

Best Practice Methodologies

Training & Development

Technical Expertise

Data Sourcing & Modeling

Root Cause Analysis

Process Documentation

Compliance & Control

Stakeholder Engagement

Management Reporting

Governance Framework

Troubleshooting QA QC

EXPERIENCE NARRATIVE

Blue Cross Blue Shield of Michigan, Detroit, MI Oct 2021 – Present

Business Analyst

Recognized as a Subject Matter Expert in handling operations pertaining to vendor management, training & mentoring of staff, and maintaining capability matrix, and provisioning industry best talent. Evaluated training requirements and delegated & assigned relevant training classes to members of the team. As a point of contact for training class access issues, ensured seamless functioning and rendering of learning & development methodologies.

Process Reengineering & Improvement Operations Management Resource Optimization Innovative Projects

Provisioned 800+ agents and 200+ classes within the said span; effectively managed and maintained training schedules.

Introduced several innovative practices and systems; Instituted new standards of processing through facilitation of weekly touchpoints Developed procedure manual for the processes of provisioning Participated in the restructuring of TAP 2.0 application.

Revamped and troubleshot the facilitation of trainer manual; also developed procedure manual for the processes of provisioning.

Oversaw MTM reporting and delivery of training surveys; achieved remarkable response from participants by ensuring seamless, high value learning & development.

IBM Watson Health, Ann Arbor, MI Jan 2006 – May 2021

Technical Support Specialist (Jul 2017 – May 2021)

Product Support Consultant (Jan 2006 – Jun 2017)

As a White Glove IT Support specialist, progressed through the roles with increasing responsibilities in the domain of technical support, troubleshooting, operations management, and business continuity. Analyzed business processes, anticipated & gathered requirements, assessed & addressed gaps, and developed & implemented strategic solutions and SOPs. Developed governance frameworks based on short- and long-term strategic plans, established industry-specific best practices, and negotiated effectively to arrive at win-win scenarios. Functioned as a primary point of contact for clients and diverse stakeholders from across different departments and teams.

Performance Optimization Efficiency Enhancement Business Continuity Risk Mitigation SOP Formulation

Facilitated the design, implementation, and adoption of the Mass Provisioning System; proved instrumental in enabling a large number of customers to access the system simultaneously while reducing errors in access.

Formulated a System Access Playbook to elucidate SOPs and provide a direction to trainers; significantly improved efficiency and rendered clarity in operations.

Minimized manual production by 3 days; restructured the data tool as part of an efficiency enhancement initiative. Significantly reduced delays and overheads.

Cleared 500 backlogged customer support cases within 6 days by implementing a new processing workflow.

Business Transformation Cost Control Customer Satisfaction Audit & Compliance SLA Management

Transitioned to standard 2-day shipping and eliminated overnight shipping; reduced FOB shipment cost by 80% and accrued savings worth $100K.

Supported, monitored, and prioritized 10.5K+ clients representing 250 companies in fulfillment of unique service level agreements; earned highest number of perfect 10 customer service surveys in the department’s history.

Performed Service Organization Control (SOC) audit reports providing detailed data and assurance on security, availability, processing integrity, confidentiality, and privacy controls related to AICPA TSC compliance standards.

EDUCATION PROFESSIONAL DEVELOPMENT

Bachelor of Science – Healthcare Administration Mercy College, Detroit, MI

Associate of Arts – General Studies Washtenaw Community College, Ann Arbor, MI

Certifications @IBM Cloud Private Infrastructure & Architecture Big Data Foundations Agile Explorer

LinkedIn Certifications Creating a positive customer experience How to confidently negotiate your salary How to use LinkedIn learning Preparing for a career transition over 50 Requirements elicitation for Business Analysts: Interviews Smart thinking: Overcoming complexity Think like a lawyer to make decision and solve problems

TECHNICAL KNOWLEDGE & METHODOLOGIES

Microsoft Office Suite MS Outlook MS Teams IBM Cloud Salesforce VPN Juniper Slack Active Directory Cloud & Web Applications SAS Management Console 9.4 Zoom Jira Azure iOS Google Suite ITIL

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