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Click here or scroll down to respond to this candidate Denise Holbert:
PHONE NUMBER AVAILABLE
Cleveland, OH
EMAIL AVAILABLE
Professional Profile
Business Analyst/Quality Analyst
Most recently a member of PNC ATM development group reflecting the needs, values and goals of customers,
employees, communities and shareholders. Instrumental in maintaining PNCs reputation for technology
excellence in business applications and new innovations. Responsible for liaising technology infrastructure and
specific lines of business both within PNC and with external vendors. Focused on implementing solutions aligning
with the organizations business objectives and producing value added results. Managed and performed diverse
responsibilities with strong experience in:
Methodologies: Waterfall, SDLC, PMLC, Agile, Six Sigma Greenbelt
Systems Administration: Large scale banking systems administration and support in a production
environment to include completing quarterly and annual system audits timely and
with no errors, perform updates, testing and track changes.
Tools: Microsoft Word, Excel, Access, Visio, PowerPoint, Project, Snagit, Adobe, Outlook,
Lotus Notes, SharePoint, SharePoint Designer, InfoPath, UltraEdit, Notes ++,
IntelliPrint.
Data Analysis: Histograms, Pareto charts, pivot tables, data analysis and validation
Test Management: HP ALM, Fast Track, Excel, SharePoint
Testing: Create test plan and test scripts in HP ALM, execute regression, component
(CIT), integration (SIT), user acceptance (UAT) testing, data validation, end to end
system testing, loadrunner, defect management and reporting to include
documentation and process for recreation and retest.
Database: TOAD, SQL tools, Websphere
Programming Languages: XML, HTML, XSD
Documentation: Project Charter, scope, requirements documents, functional specifications, test
plans and procedures, user and system documentation, process workflows, use
case and process flow diagrams, charts and graphs. Create Use case and user
Stories (Behavior based Development, BDD)
Other:
Perform audits on data quality including timeliness of data extraction, transfers and accuracy of input
Perform inspections, investigate and resolve datarelated problems.
Vendor management RFI/RFP and SOW
Remain compliant with SOX (Sarbanes Oxley), ISO 9000, Basel II, Check 21, Customer and Data privacy,
and other regulatory requirements
Provide applicable training to employees/endusers, as required.
Provide support to other team members, as requested
Gather workforce measurement information
Ability to combine management and technology skills to meet and exceed organizational goals.
Experienced assisting managers with project management tools like MSProject for status, reporting,
analytics & planning (Work Breakdown Schedule (WBS), critical paths, network diagramming, projecting
task duration, resource requirements and management; Gantt & Perto charts).
Successfully worked with teams across the globe delivering business value.
PROFESSIONAL EXPERIENCE
PNC Bank (formerly National City Bank) (2002 2017)
Business Systems Analyst/Quality Assurance Analyst
(Department: Retail Operations ATM Development January 2014 to March 2017)
Permanent Position
Reason for leaving: Left to pursue another opportunity
Role: Quality Analyst
Development of ATM multivendor software responsible for creating test plan, test cases and writing test scripts
for both client side (software installed on each ATM type and platform) and server side (system integration, UI for
ATM monitoring and repair, reporting, and Direct Marketing to include configurations for each product type and
customer profile) with 3rd party vendor software. My main responsibilities were server side testing and all server
side application integration's, data validation, report generation, and defect management.
All current ATMs in production, over 8000, were converted while continual development iterations were
implemented. This meant changes to current testing as well as reconfiguration of ATMs and vendor code. The
continual review and changes allowed the opportunity to refine processes and make improvements whenever
possible.
Responsibilities/Accomplishments:
Create test plans and test scripts in HP Application Lifecycle Management system, generate status reports
Test SIT, UAT, CIT, Regression, integration, full end to end cycle testing for compliance with functional, non
functional requirements
Defect management and retest run meeting to discuss findings and
Pull client and server logs using Websphere and vendor supplied products for use with defect analsys
Use diagnostic tools such as TOAD for data analysis
Report generation for ATM transactions
Data validation from multiple sources to include file types: XML, HTML, XSD, CSV, Websphere, and other
legacy systems
Liaison between the business, development teams and vendors on daily basis
Provide detailed instruction documentation, training and ongoing support to team and end users
Role: Business Systems Analyst
Responsible for requirements management, Visio workflow diagrams, use case, creating test plan, test cases.
Complete data mapping for report generation for mandatory 7 year data retention to comply with Sarbanes Oxley
and other regulatory requirements and for Operations user support. Using xsd and xml for element data mapping,
report creation and layout. The process of uploading file to system of record had to be mapped, created, and
implemented. I was the lead person on this process and worked closely with MIS and other area programmers
when needed. Worked with vendors on daily basis to include creating RFI/RFP and SOW's as needed for
additional software upgrades or improvements. Other duties include: liaison between technology and business
partners, create instruction/training materials, document processes and process changes. Create process flow
diagrams, business functional and nonfunctional requirement documentation, work flow and data flow diagrams,
provide direction/training and support to end users, assist with implementation, testing and monitoring of system
functions and data flow and data validation.
Responsibilities/Accomplishments:
Facilitated meetings with end users to develop current state of business processes.
Analyze existing requirements and performed requirement modifications
Facilitate meetings with end users to develop data requirements for the Reporting, GL and direct marketing
modules
Designed and developed screen mockups and data flow diagrams.
Perform business process engineering and improvement reviews
Initiated new procedures to enhance work activity.
Discussed business requirements with endusers to determine impact of business process and/or software
changes
Report creation and generation
Data mapping and data migration using given tools such as Excel, Access, SharePoint
Developed data models using Visio and PowerPoint to show data flow, process flow charts and diagrams
Familiar with languages: XML, HTML, JAVA, Visual Basic,
File types: xsd, dbf, csv, txt, rtf, jpg, vb, exe, pdf, xls, zip, vsd, docx, psd, bmp, gif, wav, png, tif, mpg,
Data analysis and validation, assist with defect analysis and assist with resolution
SQL Tools, Websphere, TOAD, Excel queries, SnagIt, and Access necessary to extract data for analysis
Integration and User Acceptance Testing
Liaison between the business partners, development and vendor teams
RFI/RFP and SOW's
Enduser training
Systems Administration/Business Systems Analyst (January 2008 January 2014)
(Lending Services and Default Management)
The applications included: Checkwriter, InteliCheck, Speedpay, Maxxum, EDS mainframe application used for
credit card balance transfers, ILS Installment Loan System, RMS for account writeoffs, IntelliPrint, and
SharePoint development. I worked through Analysis, Design, Construction, Implementation, and Post
Implementation phases matching client needs to software functionality for system implementations, upgrades
and ongoing system support. Data Requirements for system conversion or modifications of legacy system.
Systems administration and support for small, mid and large scale applications in a financial production
environment
Complete quarterly and annual (SOX) audits, on all systems I was responsible for, timely and with no
errors.
Produce scheduled and ad hoc reporting as needed
Perform or assist with system updates and upgrades working with development team, LOB's, Stakeholders,
vendors, and corporate audit
Worked with development team members to insure code functionality was matched to business user
requests.
Develop process and data flow charts, requirements gathering,
Facilitate meetings to discuss business requirements. Then create multiple alternatives for the business to
select from. Discuss each option and its cost/benefit while controlling the scope of the project.
Experience working with 3rd vendors, RFI/RFP and SOW's
Data mapping and data migration using given tools such as Excel, Access, SharePoint
Familiar with languages: XML, HTML, JAVA, Visual Basic,
SQL Tools, TOAD, Excel queries, SnagIt, and Access necessary to extract data for analysis
Develop test plans, test cases, test scripts, track changes, report defects using HP Application Lifecycle
Management (ALM)
Resolve system issues and incident tickets quickly with no customer impact, consistently meet or exceed
timelines
Performed data extraction, analysis and data validation
Develop indepth training materials, end user training sessions to include live demonstrations, recorded
sessions, and PowerPoint presentations
Completed green belt six sigma training and certification
Provide ongoing system support
Senior Operations Analyst (July 2004 January 2008)
(Loss Mitigation/Default Management)
Promoted to Systems Administration/Business Analyst
Responsibilities/Accomplishments:
Support over 900 people in seven locations across bank footprint for system access
Identify and obtain all necessary user accesses to systems and applications needed for each position
Design and build process for request system
Determine access level needed and work with application development, information protection, MIS and 3rd
party vendors to ensure users are able to perform necessary functions.
Provide production support for users and application issues,
Generate audit and other ad hoc reports
Design and build document management workflows for multiple areas within the bank using SharePoint and
SharePoint designer, network file share, mainframe, Systemware, Clarity
Developed processes for users to request, track and communicate system accesses.
Development and implementation of Roles based access for all of Lending Services
Perform quarterly and annual application audits to ensure compliance to regulations
Work across lines of business to ensure issues are resolve quickly to minimize risk and customer impact.
Develop Security Access Matrix and System Access Matrix adopted by corporate audit to ensure adherence
to banking policies and regulations.
Work with lines of business, Information Protection, MIS, and vendors on application enhancements and
upgrades.
Develop test cases and test scripts for application upgrades and data migration
Migrate system users to new applications, provide application and user support after migration
Develop user training documentation
System administrator for multiple applications: Speedpay, Checkwriter, Maxum, RBAC, Project Management
Account Adjustment Specialist (November 2002 July 2004)
(Collections/Default Management)
Moved to another position within the bank
Responsible for reaching out to customers to collect payment for overdue loans, or other payments. Acts as the
liaison between the bank and customers and manages overdue accounts.
Extensive contact with the public in a fast paced, goal oriented environment.
Superior communication and organization skills
Knowledge of bank systems and platforms for use in contacting clients and managing customer accounts:
ILS installment loan, RMS recovery management, and CMS customer management systems, CACS,
Speedpay
Customer server skills necessary to meet National City standards and excel at customer relations.
Goal oriented to meet set standards and time frames.
Developed in depth understanding of bank applications and platforms
Adhere to bank policies
Consistently meet or exceed set goals
Strong customer service skils
Computer Technician (April 1999 October 2002)
(MicroPro Cleveland, OH)
Reason for leaving: Pursue another opportunity
Duties included extensive contact with the public in a fast paced, goal oriented environment. Superior
communication skills and organization are central to this position. Build computer systems to include hardware
and software. Provide support for computers sold to trouble shoot and support all components and resolve any
customer issues. Job required superior customer server and communication skills. Strong understanding and
support of all software and hardware computer components to include Windows and Windows NT operating
systems support. Job was goal oriented and necessary to meet set standards and time frames.
Developed strong knowledge base of Windows operating systems
Develop strong knowledge of computer components, able to trouble shoot and resolve issues with customers.
Consistently meet or exceed set goals
Strong customer server skills
Education
BSIT with focus on information security (2010)
Information Technology courses including information security, web systems, computer networking and software
engineering
Associate Degree Business Management (2006)
Business Economics, Financial Management, International Management, Accounting and Business Analysis,
Leading People and Teams, Strategic Human Resource Management
Ohio School of Financial Ed (1999)
Banking Service Representative
Fort Worth School of Business (1989)
Business and Statistical Accounting
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