Experience

DWA Healthcare Communications Group

• United States
• Advertising Services
• 1 - 100 Employee

• Business Analyst

  • Mar 2014 - Present



Dominion Enterprises

• United States
• Advertising Services
• 700 & Above Employee

• Business Analyst

  • Jul 2007 - Mar 2014

  Business Analyst January 2011 to March 2014 - Write and maintain product requirements for the initial version of a web-based CRM application - Function as a Product Owner to support developers as they write code based on the requirements in an Agile development environment - Demonstrate new functions and features implemented in the system to rest of the company - Test the developed software for defects and process issues - Assist customer support in resolving issues from our early adopter customers - Help prioritize user stories in planning each sprint - Manage point estimation for the stories for the project - Conduct change control meetings for input from stakeholders - Advise the DBAs on data mapping for conversion processes - Work with 3rd parties to create important integration points to strengthen the product offering - Conduct usability tests to help improve user experience (UX) - Work with UI designers to properly marry product requirements with UI designs before development hand off - Handle multiple beta customer sites for feedback and issues Technical Manager September 2008 to January 2011 - Supervised Technical Analysts in the Personal Service Teams - Assisted Technical Analysts with escalated support issues - Provided individualized training for Technical Analysts by addressing personal strengths and weaknesses - Acted as a liaison between the Personal Service Teams and Development - Moderated the technical ‘Ask Autobase’ forum - Evaluated customer support tickets for possible process issues and defects then submitted them to a Business Analyst if necessary - Wrote and reviewed technical articles for the knowledge base - Maintained call and ticket based reports for Personal Service Team Senior Technical Analyst July 2007 to September 2008 - Handled technical issues for customer relationship management software, supporting software, supporting hardware, and services



PAR North America

• Account Coordinator

  • Sep 2006 - Jul 2007

  - Managed incoming calls from clients, agents, and debtors - Entered new assignments and delegated them out to various repossession agencies across the country - Successfully resolved client/agent issues via the PAR website - Managed incoming calls from clients, agents, and debtors - Entered new assignments and delegated them out to various repossession agencies across the country - Successfully resolved client/agent issues via the PAR website