Business Analyst

Susan Fagelson

**** ******** ******* #****

Houston, Texas 77077

Cell Phone: 832-***-****

Email: *****.*@*********.***

Objective

Seeking a computer consulting position to analyze clients’ business needs and work with developers to design effective, simple, and creative automation solutions. Act as a liaison between clients and development providing analysis, design, documentation, and testing.

Professional Skills

• Discover business and functional requirements for new applications or modifications to existing applications.

• Document questions and responses from customer interviews and maintain use case and specification documents throughout the development life cycle.

• Design application user interface, including screen layout, access, and navigation requirements to implement the functionality documented in the use cases.

• Present results of all analysis and deliverables to clients and project teams to facilitate knowledge transfer.

• Supervise software architects, developers, and team members to meet project requirements within project constraints.

• Develop contingencies and prioritize tasks to reduce risks. Document decisions made at each design meeting and the reason for the decision.

• Provide status reports on product quality for project management, updating tasks and tasks estimates, as necessary. Manage tasks according to prescribed project priorities.

• Create or review user documentation for assigned projects.

• Manage QA by evaluating the constructed product against the use cases, user interface design, and acceptance test cases to insure the product meets the stated acceptance criteria.

• Maintain defects in a defect tracking database.

Computer Skills

• Proficient knowledge of MS Windows, MS Office, Word, PowerPoint, Excel, Access, and SQL.

• General knowledge of operating systems including Unix, Novell, and various Windows environments including Windows 2003.

• Extensive knowledge of ERP systems including Open Systems, Navision, Solomon, and MS CRM.

Organizational Skills

• Customer Service - Manages difficult or emotional customer situations. Responds promptly to customer needs and requests for service and assistance. Meets commitments.

• Written Communication - Writes clearly and informatively and edits work for spelling and grammar. Varies writing style to meet needs. Presents numerical data effectively. Able to read and interpret written information.

• Independence - Works independently using innovative and creative skills. Shows aptitude to self-manage with the ability to succeed with only general directions.

• Adaptability - Adapts to changes in the work environment. Manages competing demands and changes approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events and demonstrates flexibility to client and project demands.

• Initiative - Undertakes self-development activities. Seeks increased responsibilities and looks for and takes advantage of opportunities. Takes independent actions and calculated risks. Asks for and offers help when needed. Self-motivated and results oriented.

• Planning/Organizing - Prioritizes and plans work activities using time efficiently. Sets goals and objectives and develops realistic action plans. Organizes or schedules additional resources, people and tasks.

• Professionalism - Approaches others in a tactful manner and treats others with respect and consideration regardless of their status or position. Reacts well under pressure and accepts responsibility for own actions. Follows through on commitments.

Professional Experience

Star Support, Inc. Business Analyst 1990 to 2008

Established and managed my own company selling and supporting Accounting, Data Base, and Network Software for a variety of clients including manufacturers, distributors, contractors, and service organizations.

• Specialized in technical knowledge of company's automated accounting products and services and general knowledge of computer products and services.

• Interviewed client management and staff to develop use cases and documented system requirements.

• Designed and presented technology planning proposals including software customizations and process enhancements.

• Supervised system installation, configuration, setup, and integration of application solutions.

• Planned and executed data conversion process and validation of converted data.

• Coached and mentored client personnel to facilitate the transition from legacy systems and provided quality control oversight.

• Accurately responded to questions and assisted clients with product features, installation, setup, and troubleshooting via phone, e-mail, remote desktop, and on-site support.

• Enhanced productivity and streamlined reporting to facilitate more nimble business decisions by management.

EDUCATION

Penn State University Bachelor of Science in Business

MS CRM Applications Certification

MS CRM Customization Certification

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