Business Analyst System

Roger W. Burrus

Richmond Hill, GA ***** 817-***-**** **********@*****.*** linkedin.com/in/roger-burrus-43a4833b/

BUSINESS ANALYST

Results-oriented Business Analyst with diverse technical background in Information Technology. Growth mindset focused on meeting needs, improving processes, and exceeding requirements in team environments. Highly collaborative leader with proven history of improving business operations to support corporate growth and revenue.

CORE SKILLS

Project Management Leadership Product Management Problem Solving Account Management Business

Analysis Customer Service Compliance Change Management Verbal and Written Communication Training

Cross Functional Collaboration Process Improvement Networking Brand Ambassador Vendor Management

TECHNICAL SKILLS

Agile: Kanban Scrum DevOps

Databases: MySQL Oracle SaaS

Operating Systems: Windows Linux Unix

Languages: Java XML HTML SQL SaaS

Tibco Integration: Tibco Business Works 5.0/6.0

Webservices: IVR Soap UI HTTP

Other Software: ALM Salesforce Service Now Microsoft Office Suite – Excel, Word, and PowerPoint Splunk

PROFESSIONAL EXPERIENCE

Tractor Supply Company Store 2475, Savannah, GA September 2024 – Current Team Member

Team lead of the cashier team. Train all new cashiers, the front counter and software of the POS system. Properly show and train users on the mobile devices and how to cashout customers using the mobile. Properly returning products back into the store.

Professionally represents Tractor Supply Company’s Mission and Values and the Brand in every customer engagement.

Answers inbound calls and logs interaction accurately in the system to ensure resolution.

Assist with online sales, upsells programs and products, and resolves all online order issues/inquiries with customers contacting the Customer Solutions Center.

Provides product information and customer’s project information, which could include recommending products to purchase and/or their effective use.

Follows through with a sense of urgency on any research or additional contact to ensure customer complaints or queries are resolved in a timely manner.

Partners with the field, vendors and internal departments to ensure resolution to customer contacts as needed.

GM Financial, Remote, November 2018 - June 2023 Business Systems Analyst II – IT Services - Title Management Team / Business System Analyst II Production Support

Gathered customer requirements to provide innovative solutions and recommend system, product, and process enhancements. Implemented business software and provided systems administration set-up and configuration.

●Facilitated and created change tickets in ServiceNow for lower environments test needs as it moved through Dev, QA, and production in collaboration with DBAs, Quality Assurance, and Software Engineers.

●Assisted Product Owners with business requirements.

●Officiated Kanban daily standups for a team of 15 to discuss current project progress, test work, prioritization, impediments, and solutions for Product Board Identifiers (PBIs) inside the teams AZDO board.

●Completed multiple SQL queries and SAS reports for management that enabled effective decision making.

●Presented findings to 1000+ attendees at weekly change management meetings.

●Provided applications second-tier support for systems issue resolution including after-hours support as assigned.

●Partnered and coordinated with program development teams and vendors on software interfaces used by supported business applications.

●Diagnosed and resolved application issues to ensure optimal performance and usability for the various system users.

●Provided root cause analysis with recommendations for improvements.

●Collaborated with the Product Owner, internal business units and outside vendors to facilitate project completion.

●Supplied documentation of business rules, functional specifications, and process interpretation for assigned applications, systems, and business solutions.

●Performed project planning, coordination, and management on multiple projects.

●Interfaced with software vendors and suppliers in support of business application software packages.

●Communicated with the Product Owner, managers, and business partners on project statuses.

Pilot Catastrophe, Seguin, TX September 2017 - October 2017 Auto Claims Adjuster (Temporary)

Negotiated liability exposures and claimant carriers on behalf of policyholders. ● Finalized 150+ Allstate Help-Desk Irma and Harvey storm claims.

●Filed 50+ Allstate Total Loss vehicle claims for Irma and Harvey storms.

●Performed Allstate Financial closure for Irma and Harvey storms resulting in 500 + vehicle claims closed.

Big Reds Equipment Company, Granbury, TX December 2016 - March 2017 Business Manager

Managed Accounts Payables, Payroll and Accounts Receivable.

Handled all Titles on equipment sold withing the dealership including equipment trailers, vehicles and travel trailers.

•Oversaw Vendor and Floor plan accounts for the company including replenishing all inventory.

•Validated inventory counts for vendors and location.

Excentus Corporation, Dallas, TX June 2009 - November 2016 Field Compliance Manager Event / Marketing Manager CSR

Coordinated with program support teams to audit, support, promote, and troubleshoot participating retailers and sites related to the cross-marketing Shell fuel rewards programs.

●Consulted with retailers on site to determine best practices for marketing and execution.

●Assessed grocery and gas stations to determine specific needs for redemption growth and improvement.

●Consulted with store management on marketing, training, technology, and execution to help the customer understand the program.

●Visited participating sites within the territory and completed compliance report.

●Worked with Excentus customer care team to identify opportunity sites and troubleshoot while on-site.

●Followed up with participating retailers to discuss status of site visits and open issues.

●Worked with the program support team and participating retailers on local promotions and events.

●Pulled software configurations down from Salesforce.

●Drove an event RV from coast to coast to use as an office and billboard while at promotional events.

●Trained temporary employees to work with customers for offsite corporate and national events.

●Performed analytic reports (through Salesforce) on the overall evaluation of events.

●Managed all ordering, shipping, returns, RMAs, and receiving of equipment and parts sold to gas and grocery store issuance partners.

●Designed the computer room workspace for the Shipping and Receiving Department and IT Department for the company’s multiple moves.

●Provided technical support and training for store personnel and on-site technicians.

ADDITIONAL RELEVANT EXPERIENCE

C-Systems Software Inc, Arlington, TX January 1997 – February 2009 Customer Support Technician

Trained and supported personnel in the operation of the software and rendered end-user, including Point of Sale (POS), Shop, Purchasing, Inventory, Accounts Receivable, and Units.

● Appointed as the Customer Care Representative Team Lead.

Key Brothers Lawn and Leisure, Snyder, TX May 1994 – December 1997 Store Manager

Provide daily customer sales and service for a power equipment/power sports dealership that carried John Deere, Honda, and Polaris ATVs, John Deere and Honda lawn care equipment

Sales of all products of ATV’s Lawn Equipment for multiple lines. John Deere Equipment and Honda Lawn Equipment, Polaris UTV and ATV including watercraft. We also carried Big Tex a line of flatbed trailer

Provided all of the title and paperwork to title and properly tag the flatbeds and company vehicles

Manage Vendor and Flooring accounts for the company

Managed multiple employees from counter help to mechanics that worked within the company

Key Brothers Lawn and Leisure, Snyder, TX May 1991– May 1994 Parts Manager

Provide daily customer sales and service for a power equipment/power sports dealership that carried John Deere, Honda, and Polaris ATVs, John Deere and Honda lawn care equipment

EDUCATION

Associate of Arts (AA)

Western Texas College, Snyder, TX CERTIFICATIONS

Scrum Fundamentals

IBM Enterprise Design & Thinking Practitioner

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