Business System Analyst
Resume:
KYLE GAY Los Angeles, CA
m: 925-***-****
**********@*****.***
PROFESSIONAL SUMMARY
Experienced and adaptable Business/Application Support Analyst with over 6 years of success supporting enterprise systems, optimizing operational workflows, and resolving complex technical issues in financial and technology environments. Skilled in incident management, stakeholder communication, and cross-functional collaboration to drive timely resolutions and improve system performance. Proficient with tools like JIRA, ServiceNow, and Power BI, and experienced in Agile/Scrum environments. Known for proactive troubleshooting, clear documentation, and a continuous improvement mindset aligned with business and compliance goals. CORE COMPETENCIES
Incident Management
Business Process Optimization
Requirements Gathering & User
Story Development
Product Management
Data Analysis & Reporting
Workflow Automation
Stakeholder Collaboration
Agile Methodologies
SDLC &Change
Management
PROFESSIONAL EXPERIENCE
GOLDEN 1 CREDIT UNION, REMOTE, AUGUST 2023 TO PRESENT BUSINESS SYSTEMS ANALYST
Acted as a Subject Matter Expert (SME) for multiple internal applications, guiding cross-functional teams and supporting best practices in platform usage and adoption.
Delivered technical support to end-users, achieving a 95% resolution rate within SLA timelines, enhancing system reliability and user satisfaction.
Partnered with stakeholders to gather and document detailed business requirements, driving the successful implementation of solutions aligned with organizational goals.
Collaborated with third-party vendors to manage and resolve complex application issues, maintaining SLA compliance and reducing issue resolution time by 20%.
Supported enterprise-wide application changes by performing impact assessments, facilitating smooth transitions, and conducting comprehensive testing to ensure deployment success.
Enhanced and automated workflows for stakeholders to improve daily operations, increase efficiency, and reduce manual tasks across departments.
CATHAY BANK, LOS ANGELES, CA, JULY 2022 TO AUGUST 2023 APPLICATION SUPPORT ANALYST
Served as the Salesforce administrator, leading the configuration and implementation of workflow enhancements to improve system usability, support business needs, and streamline daily operations.
Conducted in-depth research and analysis to support the internal Lending Team, contributing to the successful implementation of the nCino/Salesforce platform.
Bridged communication between business and technical teams by translating complex requirements into actionable technical specifications, ensuring seamless implementation of solutions.
Proactively managed application incidents, achieving a 90% resolution rate within SLA parameters and minimizing disruptions to business operations.
Led troubleshooting and root cause analysis efforts, resolving recurring technical issues and preventing similar incidents through detailed documentation and process improvement. KYLE GAY Page 2
MAHARAM, SAN FRANCISCO, CA, JUNE 2019 TO JULY 2022 APPLICATION SUPPORT ANALYST
Delivered comprehensive CRM application support, achieving a 95% resolution rate for technical issues and ensuring uninterrupted system performance.
Acted as a key liaison between sales, network, and server teams, streamlining communication and accelerating issue resolution by 20%.
Spearheaded CRM evaluation, configuration, and implementation initiatives, aligning system functionalities with evolving business needs and increasing user adoption by 30%.
Conducted rigorous user acceptance testing (UAT) for new application versions, reducing post- deployment defects by 25% and ensuring system readiness.
Collaborated with cross-functional teams to synchronize product updates with business priorities, driving operational alignment and enhancing CRM performance. CELERO BANKING TECHNOLOGY SOLUTIONS, REMOTE, APR 2021 TO MAY 2021 UX/UI DESIGN INTERN
Designed innovative user interfaces by researching user needs, creating personas, wireframing, and developing high-fidelity prototypes, resulting in improved usability and user satisfaction.
Audited the mobile platform, identifying usability gaps and recommending enhancements contributing to a 15% improvement in user engagement metrics.
Analyzed competitor features and trends to propose design improvements, keeping the product competitive and user-centric.
Collaborated closely with UX designers, product managers, and key stakeholders to ensure alignment with design objectives, fostering a cohesive user-centered development process. LENDING CLUB, SAN FRANCISCO, CA, JUNE 2018 TO JUNE 2019 PAYMENT SOLUTIONS SPECIALIST
Negotiated personalized payment solutions that led to a 20% increase in successful resolutions, showcasing strong problem-solving and client support skills.
Simplified complex financial concepts into clear, actionable steps, enhancing customer understanding and fostering trust.
Ranked in the top 10% across key performance metrics—collections, compliance, and quality assurance—demonstrating consistent operational excellence and attention to detail. EDUCATION AND CREDENTIALS
UX/UI DESIGN CAREER TRACK, SPRINGBOARD, AUG 2020 TO JUNE 2021 BACHELOR’S DEGREE IN CONSULAR AND DIPLOMATIC AFFAIRS, 2011 TO 2014 De La Salle College of Saint Benilde, Manila, Philippines Honors: Dean’s List
ADDITIONAL INFORMATION
TECHNICAL SKILLS
Systems: Salesforce, ServiceNow, Fiserv EPP, IBS Banking System, FIS Core Banking, nCino, Q2 Solutions, Finastra, NAVEX, DocuSign, Adobe eSign, JIRA, Microsoft Office Suite, Quavo
Methodologies & Techniques: Agile and Scrum, Systems Analysis, Project Management
BI & Data Tools: SQL, Power BI, Excel Power Query
UX/UI Tools: Prototyping, Wireframing, UX Research, A/B Testing Analysis, Figma, Sketch, Adobe XD
AI Tools: Co-Pilot, ChatGPT, Claude, Power Automate PERSONAL INTERESTS
Fitness, travel, sports, financial markets & economic trends
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