Business Analyst

RUTH LAMMERS

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

Wheeling, IL *****

847-***-**** (home)

224-***-**** (cell)

***********@*****.***

SOFTWARE and SYSTEMS: advanced MS Office (including Word, Excel, PowerPoint, and Outlook); advanced Windows (95, 98, 2000, 2003, XP and NT); advanced Lotus Notes development; advanced Peregrine ServiceCenter; intermediate MS Access; intermediate VBA; intermediate Crystal Reporting; intermediate Visio; intermediate Remedy; beginning Salesforce; beginning Yardi

SKILLS: Business Analysis; Process Development and Improvement; Requirement Gathering; Gap Analysis; Technical Writing; Quality Assurance; Problem and Incident Management; Change Management; Report Design/Development; Report Analysis; Training; Database Development; Functional and User Acceptance (manual) Testing; Project Management

INDUSTRY/ENVIRONMENT EXPERIENCE: Management Consulting; IT (Information Technology); Public Housing; Restaurant/Hotel/Hospitality; Retail; Call Center; Data Center Operations; Insurance; Automotive; Jewelry; Classroom Training

WORK EXPERIENCE

07/05 - PRESENT

Various Companies (as a Contractor - see below), Chicago and surrounding suburbs, IL

BUSINESS ANALYST - PROJECT CONSULTANT

09/08 - 12/08 -- Jbytes, LLC (for Trustmark Insurance), Lake Forest, IL

* Gather and documented functional and technical requirements relating to new insurance enrollment system.

* Perform functional testing on new enrollment system and document and track results.

10/07 - 03/08 -- Integrys Energy Services, Chicago, IL

* Act as subject matter expert for Sales and Sales Support staff on Sales applications and processes. The applications include OnContact, Genesis and Quanti.

* Write detailed user guides for Sales and Sales Support teams. The documentation, developed in MS Word includes a User Guide, a Quick Reference Guide and Tip of the Days sent to approximately 50 users daily.

06/07 - 09/07 -- Navistar International, Warrenville, IL

* Design, develop and test an Access 2003 database to document and track corporate audit results. The database includes custom developed tables, queries, forms, reports, macros and VBA coding. The database also interfaces directly and indirectly with MS Word and Outlook.

* Write detailed user and administrative guides for the Access database. The documentation, developed in MS Word and Visio, totals over 300 pages and includes a User Guide, a three-part Administration Guide, a Process Guide and a Quick Reference document.

04/07 - 05/07 -- U.S. Cellular, Chicago, IL

* Participated in the configuration and testing of an automated system to document employee goal creation and annual appraisals.

* Identified and documented possible administrative, support and security issues regarding the application.

10/06 - 01/07 -- Chicago Housing Authority, Chicago, IL

* Automated multiple Excel reports via custom-written, VBA macros. This automation reduced report production time from an average of 40 hours down to 2 hours and increased report accuracy and consistency.

* Helped define and document functional requirements for other key reports.

06/06 - 10/06 -- McDonalds Corporation, Oakbrook, IL

* Developed and performed manual Integration and User Acceptance Testing on point-of-sale systems.

* Wrote and maintained upgrade Release Notes.

01/06 - 05/06 -- CHAC, Inc., Chicago, IL

* Redefined reporting requirements for over 100 reports working in conjunction with the Business Owners.

* Worked with the Crystal/Oracle developers to ensure defined requirements were met on time.

* Developed and maintained Access database to monitor status on reports.

08/05 - 12/05 -- Hospira, Lake Forest, IL

* Coordinated application upgrade and roll-out using industry standard SDLC processes, including application functional testing.

12/02 - 07/05

FIDELITY INFORMATION SERVICES, Chicago, IL

SR. BUSINESS ANALYST

Process Developer / Problem Manager / Change Manager

* Process Development

-- Participated in the development and modification of Problem and Change Management processes and procedures during the Brigadoon Outsourcing project. This project outsourced the management of some 2,000 Accenture servers, and 74 related support personnel, from Accenture to Fidelity Information Services.

-- Participated in the design of system solutions to meet business and system requirements.

-- Provided training to new and existing users on problem and change management processes and tool usage.

-- Provided ongoing product support to end-users and management in the problem and change management tool, Peregrine ServiceCenter.

* Metric Reporting

-- Worked directly with Senior Management and Support Management to develop metric reports used for staffing requirements, statistical analysis and capital expenditures. Reports were Crystal- and Excel- based including charts, graphs and pivot tables.

-- Developed and analyzed metric reports in order to identify trends, weaknesses and potential areas of improvement for all Data Center Operations. Based on analysis results, provided recommendations to management on ways to change processes and procedures to improve end results.

-- Acted as liaison for all Crystal Reporting development for the Chicago Data Center and satellite locations.

* Documentation / Technical Writing

-- Created and maintained support documentation for problem and change management processes and tool usage. Documentation included Visio flowcharts, Word and Excel tables, screenshots, and Adobe images.

-- Developed and maintained training material for end-users and for other trainers (i.e. Train the Trainer documentation).

* Problem Management

-- Facilitation of daily Production Review Meetings, which included review of significant problems/incidents and their follow-up action items, and recently completed changes.

-- Coordinated and developed Root Cause Analyses for management, as needed.

-- Identified problem trends and followed-up on them as needed.

* Change Management

-- Acted as Second-chair Production Change Manager responsible for the approval and monitoring of system changes affecting client server applications within the Chicago Technology Center.

-- Reviewed submitted changes to ensure they had been properly assessed for risk and impact and that proper and sufficient lead-times were adhered to.

-- Facilitation of bi-weekly Change Management meetings.

* Project Management, Functional and User Acceptance Testing

-- Project Manager for the Chicago Data Center during functional and user acceptance testing of the problem and change management tool upgrade and rollout. Served as the liaison for all Chicago testing including the identification of testers, areas to test and result consolidation and review.

-- Was solely responsible for negative testing of the tool and data extrapolation to ensure a stable and fully functional tool.

-- Worked closely with the Deployment Testing Manager to identify weak points of the tool, data, training, and support documentation.

02/01 - 12/02

ACCENTURE, Northbrook, IL

BUSINESS ANALYST

Process Specialist / Technical Writer / Database Developer

* Project Management

-- Supervised team of 5 contractors, over the 4 month project, in the migration of 2000+ documents from one database to another.

-- Determined parameters of migration, timeline, budget and identified and tracked milestones.

-- Was solely responsible for ensuring that all documentation was migrated thoroughly and accurately.

* Process Improvement and Documentation

-- Performed analysis and development of process guidelines and expectations as relates to data center operations and data center problem management.

-- On-going maintenance and quality assurance of production process and procedure documentation and support standards in MS Word and Visio.

-- Provided on-going training of team members on systems and responsibilities.

* Database Development and Metric Reporting

-- Designed, developed and maintained Lotus Notes databases including mail-in databases, change request tracking databases, project tracking, calendaring, and full application development databases.

-- Designed, developed and maintained MS Access databases used to track and display server data and issue escalation information. Information also used to produce server data reports in Excel.

-- Creation of metrics reports, utilizing Excel and Remedy, and analysis of those reports for the Data Center Operations group.

12/99 - 02/01

ACCENTURE, Northbrook, IL

(contract through RHI Consulting)

BUSINESS ANALYST

* Technical Writing and Process Development

-- Creation of production process and procedure documentation including architectural schemas, technical detail information and step-by-step processes including issue resolution.

-- On-going maintenance of production process and procedure documentation and support standards.

-- Oversaw and conducted user acceptance testing of production procedures.

-- Procedural simplification and streamlining to make more cost-effective and to maximize thoroughness and accuracy.

08/99 - 10/99

PRITZKER REALTY, Chicago, IL

(contract through A.R.C.)

SOFTWARE TRAINER

* Training

-- Responsible for training personnel on Microsoft Office products including Word, Excel, PowerPoint and Access as well as Outlook and Exchange, which included hands-on training and PowerPoint presentations to use as reference.

-- Performed gap analysis to determine areas of improvement at both individual and team levels.

-- Strategically created a curriculum and related training materials that was pertinent to the internal users.

-- Proposed feasibility studies to increase productivity.

-- Continued interface between upper Management and production team to evaluate the current and desired trainee skill levels.

-- Participated in design of systems solutions that meet business and system requirements.

-- Conducted research on enhancements and complimentary products to Microsoft Office.

10/98 - 06/99

MOTORS INSURANCE CORPORATION (division of GMAC), Itasca, IL

(contract through Millennium Staffing)

BUSINESS ANALYST

* Program Development and Deployment

-- Created a program for the creation of flexible-use form letters using an Excel front-end and Visual Basic back-end. This program included over 200 custom macros and supporting functional formulas.

-- Worked with all levels of management to determine requirements, cost limitations and time-lines relating the program development, deployment and training.

-- Created the Technical Manual for the program which included copies of all included macros and formulas intrinsic to the program.

-- Tested, trained and oversaw deployment of the program to entire call center.

* Metric Reporting and Database Development

-- Engaged in gap analysis and requirement gathering to create call-center statistical reports for upper management using MS Access and Excel.

-- Developed an MS Access database for tracking all call center employee statistics. These figures were used to determine staffing requirements and areas for process improvement.

EDUCATION

06/88 - 10/89

Oakton Community College, Des Plaines, IL

Course of Study: Business

08/85 - 05/87

Northern Illinois University, DeKalb, IL

Course of Study: Business

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