Risk and change management Production support Budgeting and forecasting Process improvement Quality assurance and control Vendor management User acceptance Customer relationship management Software implementation Requirements analysis and documentation Systems administration Current state analysis and documentation Configuration management Metrics, benchmarking and key indicators Development methodologies (Agile/Waterfall) Data warehousing and analytics User experience (UX) design Technologies: Microsoft .Net, Web Services (SOAP, WSDL, API)
to 07/2014 Blue Cross Blue Shield of Arizona – Phoenix,
Defined scope of new projects including largest in company history (Health Care Reform On/O Exchange) Facilitated release planning meetings to determine schedule, risks, dependencies, mitigation strategies and project roadmap.
Defined project deliverables and monitored progress of tasks.
Maintained accurate forecasts and project resource plans.
Managed 9 person analyst team allocating resources to ongoing projects and enforcing deadlines.
Conducted activity-based analysis of business processes and made recommendations.
Led Joint Requirements Development (JRD) sessions to define requirements from key stakeholders.
Identified process boundaries and determined opportunities to automate processes and functions.
Analyzed requirements and produced specifications including API, WSDL, business, functional, non-functional, use case and user stories.
Facilitated Joint Application Design (JAD) sessions between internal IT and vendors.
Executed proof of concept implementations to validate enhancement feasibility.
Managed requirement specification documentation process to validate requirement accuracy and obtained stakeholder approval.
Developed and maintained requirements traceability matrix.
Coordinated cross-functional development between Agile and Waterfall teams.
Represented analyst role on Scrum teams and attended stand ups, sprint planning and backlog pruning meetings.
Collaborated with stakeholders and user acceptance coordinator to develop formal test plans.
Developed metrics used to determine issues and project delays.
Communicated project progress through executive status reports and dashboards.
Produced and performed functional, non-functional, regression, smoke and performance tests.
Led triage on defects and new feature requests.
Enforced change management policies and procedures reducing scope creep.
Conducted working sessions between cross-functional teams to analyze and understand the operational impacts of technology, procedure and legislature changes.
Implemented software releases and web services to improve product functionality.
Procured user acceptance and documented business customer final approval.
Managed production support team and collaborated with enterprise IT team to solve support cases.
Resolved customer (internal and external) issues by establishing workarounds, solutions and by debugging and deploying defect hotfixes.
Designed and maintained complex SQL queries for reporting across multiple SQL servers.
Served as Subject Matter Expert for Business Application Development and Quality Assurance.
IT Project Coordinator, 05/2012
to 12/2012 GC Services – Houston,
Gathered information to evaluate current work processes in order to determine the flow of work, time requirements, cost and duration.
Managed multiple complex tasks and projects simultaneously.
Defined requirements and functional specifications for system and business enhancements.
Conducted business requirement gathering.
Analyzed requirements and used systematic approaches to implement and document the tasks.
Ensured that all documentation was complete, accurate and easy to comprehend while meeting current standards.
Coordinated and participated in client relationship-building meetings and requirements sessions.
Organized and held meetings with stakeholders, contractor product teams and customers.
Wrote and distributed meeting minutes to appropriate individuals.
Implemented and tested enhancement feature requests to enhance product functionality.
Supported and utilized project and process management tools.
Provided stated updates to management and project team.
Coordinated with unit and QA testers for end-to-end unit testing and post-production testing.
Executed root cause analysis to reduce recurrence of data/system issues.
Troubleshot data/system issues reported by external and internal client.
Configured client specific variables and maintained record or existing values.
Executed complex SQL queries across multiple databases to verify client data integrity and troubleshoot issues.
Executed queries with client collections software to troubleshoot internal customer issues.
Senior Business Analyst, 08/2008
to 05/2012 Aetna – Phoenix,
Led team of 4 analysts and 3 contract analysts.
Provided final approval on analyst proposed configuration/coding solutions.
Collaborated with SQL database administrators and network infrastructure team on system upgrades and delivery processes.
Streamlined acquisition of configuration and reporting requirements to disseminate across multiple business areas and IT support teams.
Provided senior technical support to users or all network applications.
Implemented unit and integration tests to consistently deliver high quality features.
Delivered software solutions consistent with the product roadmap and released plan milestones.
Identified areas of the application to be regression tested.
Communicated system maintenance and release schedule to users minimizing support call volume during anticipated downtime.
Tested and troubleshot new versions of CaseTrakker and Dynamo software.
Troubleshot and resolved internet connectivity and general software and hardware issues.
Coordinated meetings with other department managers and served as main liaison between CaseTrakker/Dynamo software and other departments.
Identified product problems and strengths and collected data on the customer experience.
Carefully organized, analyzed and prepared technical data reports to ensure proper workflow and productivity.
Collaborated with actuarial department to deliver client facing reports using SQL database and software provided reporting solutions.
Supported migration from SQL 2005 to SQL 2008 including performing all necessary testing and configuration changes needed within case management software systems.
Led migration from CaseTrakker desktop application to Dynamo web based application.
IT FACS Analyst III, 02/2001
to 08/2008 Phoenix,
Quickly learned FACS software and e ciently supported internal customer requests.
Supported internal customers having data connectivity issues.
Created user IDs and maintained security standards through audits.
Developed and maintained client workflows through Tactics, Event Tactics and Enable.
Led FACS development for the Telecom and International business lines.
Provided remote support for multiple.
ces including India, Canada and Mexico.
Verified that information in the computer system was up-to-date and accurate through client and internal data audits and reconciliations.
Compiled statistical information for special reports.
Created monthly reports for records, closed terminated records and completed collection files.
Identified and resolved system and account issues.
Tracked, analyzed and interpreted trends in collections data and supplied management with suggestions for improvement.
Documented process flows and developed requirements for functional improvements and enhancements.
Manipulated data using pivot tables, pivot charts and macros.
Tracked RFPs and bids to minimize launch time required for new client implementation.
Improved communication e ciency as liaison between remote collection.
ces and IT departments.
Increased meeting e ciency by developing meeting agendas.
Migrated client workflows from FACS Tactics to Event Tactics to allow for real time account flow.
Reduced letter cost by 40% suggesting and implementing a letter strategy maximizing high yield accounts and reducing the number of duplicate letters due to multiple accounts across system.
Developed standard procedure for implementing new clients reducing cost and improving e ciency.
Collaborated with developers to develop standard client requests and streamline reducing errors in cleint configuration settings.
Incoming Claims Supervisor, 12/1997
to 02/2001 Republic Western Insurance Company – Phoenix,
Managed team of 20+ call center agents Resolved customer complaints and concerns with strong verbal and negotiation skills.
Maintained composure and patience in face of di cult customer situations.
Trained new employees and explained protocols clearly and e ciently.
Developed process improvements to enhance e ciency and e ectiveness of call center operations.
Properly directed inbound calls in phone queues to improve call flow.
Served as highest point of contact for customer escalation.
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