Technical Support Business Analyst

Business Transformation Data Modeling & Interpretation Agile Methodologies

Highly analytical and detail-oriented professional with 15+ years of experience in leading system migrations, optimizing workflows, and delivering exceptional technical support. Proven ability to leverage data modeling and interpretation skills to drive business intelligence and decision-making. Skilled in agile methodologies, adept at identifying new business opportunities, and implementing innovative solutions to enhance operational efficiency. Known for technical troubleshooting expertise and proficiency in system upgrades, ensuring seamless transitions and client satisfaction. Dedicated to creating insightful reports and presentations that inform strategic initiatives. Collaborative team player known for fostering cross-functional partnerships and achieving high-impact results.

CORE COMPETENCIES

Technical Support Leadership System Migration & Upgrades Technical Troubleshooting Strategic Business Analysis Business Development Requirements Gathering & Analysis Business Process Modeling Data Visualization Risk Assessment & Mitigation Customer Service & Success Critical Thinking & Analysis Cross-Functional Collaboration WORK HISTORY

Sr. Business Analyst, Equitable – Syracuse, NY 2016 – 2023

• Migration Leadership Excellence: Spearheaded the migration of an automatic work distributor system to a new server, overseeing thorough regression testing and disaster recovery preparations for seamless system upgrade launch.

• Workflow Deployment: Orchestrated the testing, migration, and deployment of workflows across diverse business domains, enhancing operational efficiency and aligning with strategic business objectives.

• Client Operations Enhancement: Delivered impactful production support and implemented strategic enhancements tailored to client needs and business areas, driving continuous improvement and operational excellence.

• Expert Troubleshooting: Resolved complex technical issues promptly to minimize operational disruptions and optimize system performance as a pivotal resource for troubleshooting support.

• Organizational Transitions: Successfully navigated a RIF’s period within the company, guaranteeing minimal impact on ongoing projects and maintaining focus on strategic initiatives for business continuity and growth.

• Security Protocols Training: Conducted comprehensive security training sessions for offshore employees, documenting essential processes to enhance compliance and operational efficiency. Business Analyst, AXA/Equitable – Syracuse, NY 2003 – 2016

• Application Support & Resolution: Championed the resolution of complex application issues in collaboration with IT teams, ensuring seamless operational continuity and minimizing downtime for critical business functions.

• Compliance & Security Measures: Led security maintenance and documentation efforts while directing SOX recertification processes for transactions, datasets, and database authorizations to uphold compliance standards and safeguard sensitive data.

• Process Optimization Initiatives: Drove efficiency gains and boosted operational scalability across global business units by refining business processes, procedures, and testing frameworks tailored for offshore operations.

• Communication & Coordination: Effectively communicated monthly system changes and enhancements to business stakeholders through maintenance memos, fostering informed decision-making and engagement within the organization.

• Data Consolidation: Managed the consolidation of multiple spreadsheets containing diverse information into a cohesive and efficient format aimed at enhancing data accessibility and operational efficiency. P AM K UEHN

Sun City Center, FL 33573 (315) 436 - 5986 pam kuehn 543 @gmail .com L inked In ADDITIONAL EXPERIENCE

Sr. Procedure Analyst, MONY/AXA, Syracuse, NY Technical Servicer, MONY, Syracuse, NY

EDUCATION

Early Education Major

Attended 2.5 years SUNY Oswego, Oswego, NY

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