Customer Service Systems Analyst

KIMBERLE BURKE

*** ********* *****

720-***-**** Raton, New Mexico 87740 *************@*****.***

SUMMARY

Senior Business Analyst with outstanding management and communication skills. Successful, well-organized professional with strong background in documentation and testing. Skilled in training and retaining small or large groups of employees and managing high performance cross-functional domestic and international teams. Focused on exceptional customer service, conflict resolution, team building, managing productivity and process improvements. Selected areas of expertise include:

Outstanding Relationship Building

Sales & Marketing Expertise

Customer Service Satisfaction

Team Motivation, Direction & Retention

Six Sigma Implementation

Process Improvement & Documentation

PROFESSIONAL EXPERIENCE

CITY & COUNTY OF DENVER, Denver, Colorado May 2013 – September 2022

Senior Systems Analyst / Lead Production Support, Enterprise Content Management Services

Providing continued exceptional end user support, software troubleshooting, training, and testing. Serving as the City’s liaison between developers, programmers and administrators in Technology Services’ and the City’s internal and external end users. Lead production support for all departments utilizing Alfresco (content management software), Jaggaer (contract workflow software), DocuSign (electronic signature and agreement software), Kofax Capture (document scanning software), Passport (enterprise legal case management software), aTIMS (law enforcement and corrections software), Zasio (records management software) and ServiceNow (IT release, incident and bug tracking software). Supporting all users 24/7 from entry level to the Mayor’s Office throughout 44+ City-wide agencies in the City & County of Denver.

COMPRI CONSULTING, INC. for City & County of Denver, Denver, Colorado January 2012 – May 2013

Senior Business Systems Analyst, Enterprise Content Management Services

Return to City & County of Denver ECMS team, providing professional and quality requirements analysis for development and maintenance of enterprise-wide document management, records management, workflow and content management systems for City agencies. Responsible for requirements, process documentation, creation of test scripts and user manuals, Quality Assurance testing, User Acceptance Testing, and user training for support of the software application programs, operating systems and databases that are part of the Alfresco and Ephesoft platforms and the related solutions to City agencies including the Denver Police Department - Internal Affairs Electronic File Storage project, Denver Human Services-Child Support Enforcement Kofax/Documentum Conversion project, Controller’s Office Kofax Conversion project, Contracting Automation Workflow Clean-Up project, FADS Content Management Enhancement projects as well as providing production support for all agencies accessing the financial records for City & County of Denver.

THE POPULUS GROUP for VISA, Highlands Ranch, Colorado January 2011 – January 2012

Business Systems Analyst, Service Performance

Return to Visa service performance team, providing business systems analysis consulting, utilizing CA Business Service Insight (formerly Oblicore) for tracking internal and external contractual service level performance. Responsible for building use test cases, test scenarios and testing requirements in both development and production environments. Assisted service performance project team with analysis of user requirements, internal and external reporting, procedures and documentation.

KFORCE for City &County of Denver, Denver, Colorado December 2010 – January 2011

Business Analyst

Contracted for month of December 2010 to provide business analysis and documentation for applications supported by Enterprise Business Applications group, managed by Chakradar Durbhaka.

ALBANY SERVICES, INC., for VISA, Highlands Ranch, Colorado January 2010 – September 2010

Business Systems Analyst, Service Performance Analysis

Business Systems Analyst for successfully completed eight month project to integrate existing data feeds into Oblicore, a service level management tool, replacing manual reporting processes to produce automated monthly client scorecards, tracking internal and external contractual service level performance. Responsible for building use test cases and testing requirements in both development and production environments. Assisted project team with analysis of user requirements, procedures and documentation including:

Testing, assist build, and provide support for new data feeds (adapters, business logic, alerts, reports, web forms, raw data corrections, maintaining business logic and dashboards)

Process incoming contracts and amendments in Oblicore software

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Update and modify Oblicore contract metrics for changing SLA requirements

Create client scorecard templates for monthly processing, publish reports in Visa’s Client Central site

Create quarterly Risk Assessment presentations based on data analysis

COMPRI CONSULTING, INC., for City of Denver, Denver, Colorado July 2008 – January 2010

Senior Business Analyst

Performed relevant systems analysis for the City & County of Denver for the implementation of the Denver Human Services Business Management Document and Content Management Project, Public Works and Transportation Engineering Services and Jail Management Systems (Syscon) including:

Review of project functional requirements, guiding the design and implementation of integrated technology solutions utilizing Documentum and Kofax imaging solutions

Worked with cross-functional teams to address, analyze business requirements and related automated systems issues

Developed formal system integration and final user acceptance testing

AURORA LOAN SERVICES, A Lehman Brothers Company, Littleton, Colorado 2006-2008

Business Analyst/Manager, IT Production Support

Managed a support team that provided full 24/7/365 customer service for the largest IT initiative at Lehman Brothers, an enterprise-wide critical application service which converted loan processing and servicing to an image (paperless) based environment, domestically and in India.

Created, hired, trained and led high performance team, providing full-service customer support while meeting Service Level Agreements (SLAs) established by the business. Ensured members were cross-trained to assist each other and provide back up within the team.

Developed and sustained working personal relationships with key senior business contacts domestically and overseas.

Served as subject matter expert for all IT communications, from scheduled releases to emergency break-fixes.

Evaluated nature and severity of reported problems, prioritizing issues as appropriate, based on impact to business.

Established formal release coordination and management to control scope of regularly scheduled production releases.

Collaborated in the design and support of entire imaging system for utilizing Kofax Document Capture software

SALES - MORTGAGE & INSURANCE SERVICES, Evergreen, Colorado 2002-2006

Sales Representative

Independent broker sales representative for several major mortgage servicing companies to credit unions, banks, mortgage and finance companies. Marketing and sales of health (independent rep for various major health insurance companies) and in-house sales rep for LifeQuotes, Inc. marketing life insurance products to residential and small business customer base. Licensed in 48 states. Developed and nurtured customer account base, growing self-generated leads into over $350,000 in annual sales.

GE CAPITAL MORTGAGE SERVICES - CBC FLOOD SERVICES, Lakewood, Colorado 1993-2002

General Manager (2000-2002)

Managed 80 employees, five departments, providing live property flood research to large mortgage, insurance companies and credit unions.

Led and managed implementation of Six Sigma DMAIC process, resulting in improved customer satisfaction and account retention.

Identified waste and planned techniques to control costs, improving efficiency 65%.

Successfully reduced work force 35%, saving over $400,000 in payroll expenses.

Managed onsite training of 24 Research Analysts during a full departmental move to India, without any walk-offs from existing domestic staff.

Executed operational plans and arrangements for GE Capital’s sale of the division to CBC Flood Services in 2001.

Operations Manager (1995-2000)

Relocated by GE Capital from corporate office in Connecticut to Colorado to develop, train and supervise a team of Flood Research Analysts and Mapping Researchers for start-up business servicing nationwide mortgage lending client base.

Project Team Lead (1994-1995)

Assisted Vice President of Business Development during planning phases and launching of GE Capital’s Flood Services, a division of GE Capital Mortgage Services. Led creative team of Copywriters, Graphic Designers, Illustrators and Printing Vendors that produced exhibition booth, brochures and marketing materials for the new business. Attended and coordinated booth exhibitions for Mortgage Banking Association conferences in Chicago, Texas, Boston and New York.

Administrative Assistant, Risk Management (1993-1994)

Supported Senior Vice President, four Vice Presidents and sales staff.

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EDUCATION AND PROFESSIONAL DEVELOPMENT

Sacred Heart University, Fairfield, Connecticut

Six Sigma Quality Training, GE Capital

Quality Services Skills, GE Capital

Negotiation Skills, GE Capital

Human Resources/Management Training, GE Capital

American Association of Christian Counselors

CyberSecurity & Data Protection

Racial Equity Challenge

Unconscious Bias

COMMUNITY AFFILIATIONS

Walkathon Organizer, March of Dimes

Eye of the Heart Wildlife Reserve

Gabriel Foundation Parrot Reserve

Colorado Bluegrass Music Society

Women In Leadership

AWARDS & RECOGNITION

Recipient of the Auditor’s Professional Excellence Award – the first presented to a City employee outside of the Auditor’s Department.

Additional recognition and references upon request.

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