BUSINESS ANALYST

Analyst with over 5 years of experience possessing the skills necessary to make a smooth and immediate contribution as a Business Analyst. Described by current leaders as an extremely organized, excellent communicator, ready to hit the ground running, with impeccable attention to detail, and the ability to anticipate and provide for the needs of her Customer(s). Proven ability to identify, analyze, solve and execute projects. Have thorough knowledge of software development life cycle and principles of Agile and Scrum to manage and test applications.

• Leadership/ Teamwork
• Office Administration/Management
• Knowledge of Labor Laws/Inflight Operations
Technical Skills :

• Languages : Java, VB,C++, clipper
• OS : Windows: XP/NT/ 2000 /7
• Applications : Microsoft Word, Outlook, Excel, Power Point
• Modeling Tools : MS Visio
• Other tools: MS Project, Jira, Microsoft Access, Rally.
• Databases: Sybase, Oracle 11G, Oracle 9, Documentum.

• Inflight Operational Knowledge
• Communication/Customer Service
• Knowledge and training in Agile Methodology

•Strong Analytical skills
• Problem solving skills
• Detail oriented

PROFESSIONAL EXPERIENCE – Southwest Airlines

ANALYST- Confidential,
Southwest Airlines, 2007 to Present
Cabin Services supports all the Flight Attendants and Provisioning Agents around the system. My responsibilities as an analyst are to support all the applications the department uses and also to automate and eliminate paper processes throughout the Cabin services department.

• Gather requirements and document the functional specification for the Inflight team.
• Excellent writing skills in preparing business requirements documents (BRDs), system requirements specifications (SRS), system design specification (SDS), functional specifications, and defining project plans
• Conducting User Acceptance Testing (UAT) and verifying performance, reliability and fault tolerance issues. Also familiar with testing tools to design and develop test plans and test scripts.
• Responsible for JAD facilitation. Gather, synthesize and prioritize requirements using interviews, document analysis, requirements workshops, site visits, and surveys.
• Write “user story” using Rally pr Jira and document work flow with the help of MS Visio.
• Effectively manages customer expectations.
• Serve as a primary customer contact.
• Provide business users with insight into application rules and processes.
• Work with developers, architects and the QA team to ensure comprehension and feasibility of requirements. Manage issues logged by developers and resolve them.
• Work collaboratively with clients and stakeholders - both external and internal to client - to research and elicit, analyze, validate and document business requirements, and to ensure that those requirements clearly reflect true business needs, correctly representing all stakeholders functional requirements and design specification for enhancing several applications
• Bridging the gap in domain understanding between the client and technical team.
• Working knowledge in defect tracking tools Quality Center, Remedy and Rally.
• Identify areas for automation.
• Prepare test scenarios. Work with the testing team to prepare the testing plan, scope and other relevant documents and reviewing the test cases.
• Design customer reports and extracts from various processing systems.
• Work with the development team to get the bugs fixed.
• Analyze the change request and coordinating the changes required with the development team.
• Train new resources for creation of deliverables.
• Manage Inflight Web Sites, content, format. Keeping current on company standards, formats and documentation for training purposes and as part of keeping compliant with company standards.
• Develop, implemented, and administered training and continued communications for Flight Attendants, Inflight personnel and Inflight Management Streamline processes to archive and store Flight Attendant data for future use, as research information.
• Manage user security on Crew Management Applications for various groups within the Southwest Airlines organization. Perform quarterly audits to assure SOX compliance.
• Evaluate, develop, test and implement employee satisfaction programs to promote outstanding internal customer service to Inflight Operations personnel and Flight Attendants at SWA.

ER SPECIALIST – Confidential,
Southwest Airlines, 2006 to 2007

• Handled all Terminations/ Reinstatements.
• Helped research all grievances.
• Assisted in System board and Arbitrations.
• Assisted internal customers with all the questions with regards to the contract.
• Acted as a liaison between Southwest Airlines and The Union.

• Provided assistance to Inflight leaders and Flight Attendants with Medical and Workers Compensation.
• Maintained and audited point’s cards to ensure accuracy.

• Researched and prepared documentation for fact finding discussions.
• Created Excel Spreadsheets and Access Databases for use by Inflight Staff.

• Acted as a liaison between Southwest Airlines and 3rd party companies such as Aetna and Cambridge.
• Maintained strict Employee confidentiality.

• Supported Directors and Base Staff as part of current temporary assignment.

• Provided administrative support to Management, Supervisors, and other Employees; maintained inventory control, answered phone calls on multi-line phone systems, greeted Customers, communicated with clients and vendors, and responded to and successfully resolved Customer complaints and inquiries
• Requested irregularities from Flight Attendants to ensure necessary steps were followed

STATION ADMINISTRATION, Confidential,
2006, 2004 to 2005
• Maintained all payroll records, reports, and computations; ensured timeliness and accuracy with all payroll operations and conformance with employment/benefits practices and accounting procedures
• Communicated with relevant departments on Employee Benefit issues to ensure timely processing.

• Ensured Ground Ops salary processes were in alignment with contractual agreements
• Maintained Employee attendance sheets and filed disciplinary documentation
• Assisted in preparation of Fact Finding and disciplinary meetings

CUSTOMER SERVICE AGENT – GROUND OPERATIONS, Southwest Airlines, 2005 to 2006
• Worked in all aspects of Customer Service; ticket counter, terminal gates, baggage claim, kiosks, etc.

• Worked multiple flights while providing positive customer experience.
• Gained essential Customer interaction skills

EDUCATION, TRAINING, and CERTIFICATIONS

BACHELOR OF COMMERCE DEGREE: ACCOUNTING & ECONOMICS, Confidential,