Business Analyst and Liaison for Process Improvement

NOTTINGHAM, US, ***** • ********@*******.*** • 443-***-**** • MICHAEL TOWSON BUSINESS ANALYST

MICHAEL TOWSON

Business Analyst with over 10 years of experience in gathering and defining functional requirements, collaborating with cross-functional teams, and driving successful project outcomes. Proven expertise in Software Development Life Cycle (SDLC) and Agile methodologies, with a strong track record in User Acceptance Testing (UAT), process improvement, and stakeholder communication. Skilled in facilitating meetings, aligning technical solutions with business objectives, and ensuring high levels of user satisfaction through continuous improvement and strategic insight.

PROFESSIONAL EXPERIENCE

GLOBAL PAYMENTS 2001 - 2024

BUSINESS SYSTEMS ANALYST Apr 2011 - Aug 2024

• Gathered and defined business requirements, leading to improved project outcomes, increased stakeholder alignment, and reduced rework.

• Identified and addressed system inefficiencies, implementing strategies that enhanced performance and streamlined processes.

• Facilitated meetings and Joint Application Development (JAD) sessions to drive cross-functional collaboration and ensure clear project requirements.

• Directed the end-to-end project lifecycle as Product Owner, delivering projects on schedule while exceeding stakeholder expectations.

• Facilitated Joint Application Design (JAD) sessions to foster cross-functional collaboration and drive effective requirements gathering.

• Maintained detailed documentation of business and functional specifications, ensuring transparency and alignment across project teams.

• Participated in on-call support rotation, delivering prompt solutions to critical system issues and ensuring minimal disruption for internal clients.

• Streamlined the requirements gathering process, improving project clarity and strengthening stakeholder alignment.

• Coordinated cross-departmental workshops to foster collaboration and improve communication, resulting in more efficient project timelines.

• Actively participated in team discussions to support a collaborative atmosphere, promoting transparency, mutual respect, and shared problem-solving.

MERCHANT SOLUTIONS REPRESENTATIVE Apr 2006 - Mar 2011

• Collaborated with merchants to retain their business by delivering revised pricing and fee structures tailored to their needs.

• Implemented customized pricing strategies to reinforce merchant partnerships, resulting in a 95% retention rate and improved long-term loyalty.

• Listened to and resolved merchant concerns promptly, strengthening trust and enhancing overall communication effectiveness. TERMINAL PROGRAMMER I Jun 2003 - Apr 2006

• Executed software installations on payment terminals, optimizing system functionality and improving end-user experience.

• Led in-depth beta testing of terminal software, uncovering key issues that increased software stability and lowered user support inquiries.

COLLECTIONS REPRESENTATIVE Aug 2002 - Jun 2003

• Recovered outstanding merchant debts through proactive communication and negotiation, ensuring timely account resolution.

• Maintained detailed and accurate records of collection activities, ensuring adherence to company policies and regulatory requirements.

CUSTOMER SERVICE REPRESENTATIVE Aug 2001 - Aug 2002

• Engaged with merchants to identify needs, delivering tailored solutions that strengthened client relationships and enhanced overall satisfaction.

EDUCATIONAL HISTORY

Associate’s degree in Mass Communications

Essex Community College

FOCUS TRAINING AND 7 HABITS OF HIGHLY EFFECTIVE PEOPLE Franklin Covey

SALES TRAINING

Sandler

SKILLS

UAT Testing, SDLC, Team Collaboration, Gap Analysis, Business Requirements, Functional Requirements, Meeting Facilitation, Project Management, Agile, Microsoft Office, Google Workspace, Rally.

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