Communications Specialist/Business Analyst
Results and customer-oriented business professional with experience in content management, client communications, business analysis, requirements gathering, qualitative analysis, training and documentation. Recognized for outstanding written and oral communication skills, reliability, dedication, and strong work ethic. Excellent negotiation skills, project management skills and analytical ability. Friendly, enthusiastic, and persuasive with peers and management.

Professional Experience

July 2009-Present Confidential,Alpharetta, GA
Premises Technician
Install U-Verse television, internet, and voice over IP (VOIP) services. Configure internet routers, wireless network adapters, and Ethernet bridge equipment. Train customers on new equipment and services.

2001-2009 Confidential, Norcross, GA
Sr. Communications Specialist Client Communications
Primary Communications contact for system outage, system maintenance, and system enhancement notifications to external customer base. Client advocate and subject matter expert on all external client-impacting initiatives and projects. Successfully managed implementation of “Client Connect” Web site for external clients. Content manager, editor, and business analyst/process owner for Client Connect. Managed and edited quarterly “Connections” newsletter containing channel marketing and operational articles and targeted to over 300 external contacts. Managed marketing, service and incident e-mail campaigns for external clients utilizing Silverpop messaging tools. Managed inquiries and requests received via client feedback mailbox. Presented business cases and cost-benefit analysis for process and system improvement projects. Managed, edited, and approved internal Customer Operations’ communications. Skills/software utilized: HTML, MS Office Professional (Word, Excel, Access, PowerPoint, and Publisher), MS Outlook, Lotus Notes, MS Internet Explorer, Mozilla, Adobe Professional, Adobe Distiller, Adobe Creative Suite (Photoshop, Illustrator, GoLive), MS SharePoint, MS FrontPage Express, WinZip, SnagIt

Sr. Business Analyst Business Systems Development
Project manager and Sr. Business analyst for associate intranet site Workplace Information Zone (“The Zone”). Performed requirements analysis, developed strategic vision and product roadmap, managed project plan, status meetings, and pilot testing. Met with business stakeholders to gather requirements for future enhancement projects. Content advisor for new content and layouts.

Staff Software Test Engineer Software Quality
QA Engineer supporting mainframe applications. Ran tests in batch and online API environments.Developed test plans using Microsoft Word and Microsoft Visual SourceSafe. Performed integration, system, and regression testing. Used QMF, Spufi, Fileaid, and Platinum tools to query and update data for system fixes, enhancement requests, and as part of routine testing. Tracked bugs and fixes using an internal web application. Performed test scripting using Rational Suite Robot, Test Manager, Administrator. Conducted test plan review meetings, technical requirements meetings, and business requirements meetings.

1999-2000 Confidential, Atlanta, GA
Financial Systems Analyst Financial Systems
Business Analyst liaison between Information Systems and business users. Performed QA testing and analysis. Designed, tested, and implemented changes for mainframe applications. Documented technical reports, memoranda, and instructional manuals as part of system development. Prepared data reports using QMF (SQL). Prepared time and cost estimates for completing projects. Conducted user training for system changes and enhancements.

1992-1999 Confidential,Alpharetta, GA
Support Specialist V Information Systems
Provided 1st level and 2nd level help desk support for MS Windows NT and Windows 95 with Novell Intranetware. Supported country-wide network of HP workstations, IBM and Toshiba laptops and HP and IBM printers. Developed and conducted individual and classroom training for workstation hardware and software.

Business Analyst (Systems Analyst) Confidential,Bloomington, IL
Provided 1st level and 2nd level customer support for MS Windows NT workstation hardware and software. Researched, recommended, and implemented new hardware and software for Windows NT client/server environment. Assisted in trouble-shooting and correcting network software and hardware problems/issues. Configured desktop/server hardware, hubs, and printer hardware. Developed and conducted individual and classroom instruction for workstation hardware and software. Installed and tested Windows NT 3.51/4.0 desktop, server, and portable workstations. Assisted in maintaining Lotus Notes databases of projects, inventory, and reference documents. Developed and updated end-user training procedures.

Business Analyst Administrative Services
Business Analyst liaison between Data Processing and end users. Designed, tested, and implemented projects for the warehousing application used company-wide.Developed and conducted system and procedural training. Created training manuals, technical documentation, project implementation guides, system and procedural manuals, and problem reports. Led the enhancement request review committee and communicated results back to requestors, management, and stakeholders. Conducted business requirements gathering and analysis sessions. Suggested and implemented pre-implementation newsletter and post-implementation feedback line. Conducted post-implementation follow up meetings with data processing and end user groups. Prepared time and cost estimates for completing projects. Provided telephone and face-to-face support for end-users and technicians.

Education

• Bachelor of Business Finance

Affiliations

• Manager of Elections RW03 precinct, Fulton County, GA