Professional Experience

Business Analyst with 10+ years of diverse experience in Information Technology with focus on Business Analysis, Requirements Gathering, Software Documentation, Training and Training Documentation, Implementation, Technical Support, and Software Testing. Ten years of successful, progressive experience in all phases of the iterative Software Development Life Cycle [SDLC]. Recognized as a hands-on, pro-active, customer-oriented advocate who can rapidly identify problems, provide a solution and implement a new process or procedure in a challenging and diverse environment. Possess excellent analytical skills and very strong communication skills, capable of interacting with clients and end users as well as all levels of management. Possess commendable oral and written communication skills and played a vital role in liaising with other departments and other projects. Experience in working in the Broadband, Credit, and Beverage industries.

Technical Expertise

• Excellent skills in Business Analysis, Requirements Management and Documentation.
• Exceptional ability to build and maintain client relationships, frequent meetings one on one with clients, ablility to comfortably converse with all facets in the clients organization.
• Full life cycle Software Development [SDLC] experience including Analysis, Design and Review of Business and Software Requirement Specifications, Testing, Training, and Implementation.
• Excellent training skills one-on-one and in a classroom setting. Ability to keep student’s attention.
• In depth understanding of AS-IS and TO-BE business processes and experience in converting these requirements into functional specifications.
• Experience in conducting Joint Application Development [JAD] and Rapid Application Development [RAD] sessions to converge early toward a design acceptable to the customer and feasible for the developers and to limit a project’s exposure to the forces of change.
• Thorough understanding of testing for the entire software life cycle. Ability to create test plans/scripts from business requirements for iterative and regression testing.
• Involved in formal review meetings with project teams and developers to report, demonstrate, prioritize and suggest resolution of issues discovered during testing.
• Facilitated User Acceptance Testing [UAT] with the stakeholders and the business users.
• Work individually, as well as in a team environment to achieve project quality goals.

Technical Skills

Microsoft Office, Visio, Outlook, Project
USHA Comm Unicorn Billing software
Clarify
SQL
Lotus Notes
AS400
OS/2 used to communicate with mobile devices
Remedy trouble ticket software
Mercury TestDirector for tracking software defects

Working Experience

Confidential, Alpharetta, GA December 2007 – February 2009
IT Business Analyst

Founded in 1896, Confidential, is a cable, phone, and internet service provider and offers over 200 channels of digital cable TV, including HD programming, local and long distance digital telephone service with the latest enhanced voice messaging features and high-speed Internet access.

Responsibilities
Project to convert acquisition to Knology’s customer service applications

• Elicited Business Requirements through interviews and workshops.
• Prepared Business Requirements documents including Use Cases using standard company template.
• Facilitated business requirements review sessions for requirements refinement and approval.
• Worked with developers on software application changes and revisions.
• Manually tested software changes including regression testing on new customer set-up, changes to existing customer records, accepting customer payments, inventory management and the service call Clarify application.
• Manually tested software application for service technicians on Blackberry device.
• Prepared/updated software user documentation.
• Traveled to satellite locations to facilitate end user training sessions for up to two weeks at a time.
• On-site support on day of conversion and two weeks after conversion.
• Provided post-conversion support from home office.

Environment
Customer service software application, Unicorn Billing, developed by USHA Comm of India
Proprietary service technician software application loaded on Blackberry devices.
Clarify application for trouble ticket tracking and service calls.
Microsoft Office, Visio, Outlook

Confidential, Norcross, GA September 2006 – December 2007
Business Requirements Analyst

Founded in 1989, an FCRA-compliant consumer reporting agency, Teletrack gathers records from businesses across the country that caters to non-traditional credit consumers. Using dual state-of-the-art data centers, Teletrack delivers unique data and decisioning solutions to a variety of businesses including payday loan companies, rental purchase stores, non-traditional credit consumer finance businesses, non-prime auto lenders and credit unions. Teletrack's unique data also includes credit inquiries, account charge-offs, paid charge-offs, and open loan data from businesses whose target market is primarily high-risk, non-prime consumers.

Responsibilities
Multiple projects including State Pay-Day Loan regulations, Bankruptcy, Skiptracing, etc.

• Elicited Business Requirements through interviews and workshops.
• Prepared Business Requirements documents including Use Cases using standard company template.
• Facilitated business requirements review sessions for requirements refinement and approval.
• Worked with developers on software application changes and revisions.

Environment
Microsoft Office, Visio, Outlook

Confidential, Atlanta, GA October 1986 – December 2005
Senior IT Business Analyst February 1998 – December 2005

Confidential, Enterprises is the world's largest marketer, producer and distributor of Coca-Cola products. They operate in 46 U.S. states and Canada, and are the exclusive Coca-Cola bottler for all of Belgium, continental France, Great Britain, Luxembourg, Monaco and the Netherlands. Their sales represent16 percent of The Coca-Cola Company's worldwide volume.

Responsibilities

• Elicited Business Requirements through interviews and workshops.
• Prepared Business Requirements documents including Use Cases using standard company template.
• Facilitated business requirements review sessions for requirements refinement and approval.
• Prepared and presented Powerpoint presentations to all levels of management for requirements review.
• Worked with developers on software application changes and revisions.
• Designed screens for delivery driver software.
• Established delivery driver software procedures.
• Analyzed delivery driver software downloads and uploads to and from mobile handheld hardware devices for troubleshooting purposes.
• Dialed-in to remote communication PC’s to troubleshoot software issues such as product pricing issues, delivery driver errors, etc.
• Manually tested software changes including regression testing on delivery driver software in a mobile device.
• Prepared/updated software user documentation.
• Traveled to satellite locations to facilitate end user training sessions for delivery drivers; often held during the very early morning hours.
• On-site support on day of conversion and two weeks after conversion, 24/7.
• Provided post-conversion support from home office.
• Attended CCE’s internal Project Management classes.

Environment
AS400 which was used by CCE for distribution; customer set-up, changes to existing customer, product database, order entry. Cross trained on all applications.
Microsoft Office, Visio, Project, Lotus Notes
OS/2 used to communicate with handheld devices
Remedy trouble ticket software
Mercury TestDirector for tracking software defects

Education

Bachelor of Business Administration