Anna Willey

 Worked with business functional groups in the evaluation, customization, and implementation of processes and applications.  Coordinated IT and gathered information from various business groups in implementing new applications and processes into production.  Implemented projects from initial planning through testing, QA and production.  Responsible for mapping/translation of standard and non-standard data to required proprietary formats.  Supervised and maintained applications currently in production and supported business owned processes, defined and resolved work problems.  Provided requirement specification, mapping/translation, and loading of data.  Created and distributed ad-hoc reports for analysis by internal and external business units.  Created ad-hoc queries for data analysis and testing.

Responsible for the business and functional requirements development of medium and large scale system development projects. This includes:  Developing test scenarios, scripts and conducting testing effort, including the recording of testing issues.  Developing training documents & delivering end user training sessions in support of Production rollout.  Providing post -production support for system issues, including research and follow-up.  Experience using the following software development methodologies and data modeling disciplines - oAgile Software Development oTraditional System Development Life Cycle (SDLC) oRapid Application Development (RAD) oUnified Modeling Language (UML) oStructured Systems Analysis and Design Method (SSAD)

 Provided substantial front-end and technical support to customers by answering complex questions on functionality, product usage, or by recreating customer problems  Developed and maintained customer relations through high quality knowledge base content  Executed technical assistance to less-experienced support personnel  Increased awareness and kept team updated with new policies, technologies, and applications  Determined and resolved training needs through undergoing self and departmental training  Progressed and enhanced product quality  Served as front-end technical support through answering most product line usability and functionality questions  Efficiently handled medium to major recreations and understand complex product or product line queries; recorded data accurately and used appropriate process to resolve issues