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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Muzzie LaneLeander, TX Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLECareer Targets: Business Analyst and Product ManagementIndustry Targets: Healthcare, Education, Financial Services, Real Estate, and RetailQUALIFICATION HIGHLIGHTS:10 years as a business analyst in the retail industry4 years as a business analyst in the banking/mortgage industryOver 8 years of technical support experienceOver 2 years of loan servicing experienceOutstanding customer service background in a variety of industriesSeasoned team leader with excellent communication skillsOver 3 years experience training new loan consultants on online sales tools4 years experience conducting user acceptance testing on B2B and B2C websites2 years experience with Agile MethodologyBusiness AnalysisSystem IntegrationBill PayCustomer ServiceUser Acceptance TestingTrainingOnline LeadsRelease PlanningCall CenterContent ManagementEcommercePricingEXPERIENCE:Macys.com (San Francisco, CA) December 2009 May 2020Lead Business AnalystWorked as Continuous Systems Improvements Champ for Product Management System with release planning, participating in daily standups, daily bug calls, prioritizing and creating user storiesChampioned training workshops to gear up for holiday season training digital merchants on pricingFacilitated User Acceptance Testing with business users prior to new product enhancements launchKey liaison between business and techology team for numerous online projectsWorks closely with Site Merchandise Merchandise Managers and Buyers to support pricing related issues and pricing related enhancementsTrained NY buyers on Pricing Application of Product Management SystemWorked closely with the Business Analysts within the Product and Asset Management systems group assisting in daily tasks as neededGathered business requirements and wrote user stories based on business needsParticipated in release planning and prioritized enhancements for all applicable iterationsBridged gap between technology and business by acting as a key liaison for all communication on new enhancements and production issuesFacilitated Knowledge Transfer sessions between Subject Matter Experts and QA TeamJPMorgan Chase/ Washington Mutual (San Francisco, CA) June 2008 July 2009Business Analyst for wamu.comKey team member for numerous online projects including: Faceted navigation,, online bill pay, online lead management., loss mitigation, and borrowers assistance formAdept in gathering and documenting business requirements, process changes, system integration testing and communication needs in accordance with full PM/SD life cycles.Developed comprehensive documentation, anticipated potential issues and created effective solutions, saving time, re-work and moneyDeveloped use cases, workflow diagrams, functional design mock-ups, test plans, and test casesJPMorgan Chase/ Washington Mutual (San Francisco, CA) September 2005 - June 2008Business Analyst for wamudashboard.comKey team member for online B2B projects including: marketing catalog redesign, application fee, dashboard leads, equity calculator, broker attestation reporting, sales leads reports, and loan servicing linkSuccessfully managed the process of converting 5000 users from an old sales database to a more advanced databaseServed as last line of defense for production support related-calls, emails, and escalated service ticketsOversaw the communication and training of new system enhancements to the sales teamManaged the migration to a new self-service help toolDeveloped and trained users on new content management system that replaced InterwovenContinuously communicated to sales tool users to insure they have all the needed technical support to effectively perform their tasksPerformed routine audits on approximately 500 website accounts every 6 months to ensure data security requirementsEffectively communicated migration plan to all related departments with minimal downtime of sales/marketing toolsRemained up to date on regulatory issues/changes pertaining to the banking/mortgage industryCountrywide Home Loans ( Plano, TX) May 2005 September 2005Business AnalystPromoted to a team to coordinate technical releases and system testingResponsible for determining which local branches would be selected to participate in testing each monthCoordinated with other departments to facilitate the rollout of testing datesSuccessfully followed-up with branches to determine any system issues encountered during testingResponsible for reporting issues to the development team and followed up before testing period was overFacilitated daily conference calls with other departments on testing progressEffectively submitted technical updates to the corporate policy and procedure team for production announcements sent to all branch officesCountrywide Home Loans ( Plano, TX) July 2003 - May 2005 System Support Analyst IIAnalyst in a high volume call center environment that covered a nationwide branch baseEffectively assisted users with automated underwriting software programContinuously supported all applications associated with desktop usageContinuously performed troubleshooting for hardware issues and resolved them in a timely mannerCreated solutions for issues in Knowledgebase which decreased call times and increased productivityAnalyzed and determined whether inquiries needed to be escalated to Level 2 support groupsSubmitted any system issues to next level analyst so it could be researched and adjusted in future releasesEffectively trained all incoming new system support analyst employees in areas such as desktop applications and company proceduresSuccessfully achieved a 75% rating in First Call Resolution (FCR)Continuously maintained a 100% rating in Individual Performance Monthly Report (IPMS) scoringAchieved Employee of the Month in June and September 2004EDUCATION: Bachelors of Business Administration - Sam Houston State University (1996)TECHNICAL SKILLS:Atlassian Tools (JIRA and Confluence)CollabNet Version OneOutlookMicrosoft OfficeSnag ItAction Request System - RemedyMercury Quality Center (Test Director) |
