Aaron Dela Cruz
Fort Worth,Texas
Summary
Results-driven Business Systems Analyst with hands-on experience in spearheading the design, development, and optimization of complex business processes. With a keen eye for detail, I have excelled in application support, ensuring minimal downtimes and facilitating seamless operations. My proficiency in system integration has led to the successful amalgamation of diverse technologies, achieving streamlined data flow and inter-system communication. Being a data enthusiast, I have consistently delved deep into data pools, using sophisticated tools and methodologies to analyze, interpret, and transform raw data into actionable insights. This has been instrumental in not only rectifying application errors but also in forecasting potential system challenges, thereby preempting and mitigating them.
My collaborative nature and strong communication skills have allowed me to work seamlessly with cross-functional teams, ensuring that the development, testing, and deployment of new applications align with the strategic goals of the organization. I take pride in being the go-to person for user support, always striving to exceed user expectations, resolve queries, and enhance the overall user experience. My efforts have consistently led to improved system efficiency, reduced operational costs, and increased user satisfaction.
In a rapidly evolving tech landscape, I am committed to staying updated with the latest industry trends, tools, and best practices. My goal is to harness this knowledge, coupled with my analytical prowess, to drive digital transformation and process improvement in forward-thinking organizations. I am eager to bring my expertise to a dynamic organization that values innovation, efficiency, and continuous improvement.
Overview
12
12
years of professional experience
Work History
Business System Analyst
CSC ServiceWorks
07.2022 - Current
- Spearheaded IT initiatives, leading teams of up to 20 members across 3 distinct project management groups, resulting in a 15% increase in project efficiency
- Collaborate with cross-functional teams to support the development and testing of new applications, streamlining business operations
- Conduct comprehensive data analysis to proactively identify and rectify application errors, resulting in a 20% decrease in system downtime
- Oversaw 5 full Software Development Lifecycle (SDLC) projects, ensuring 95% of them were delivered on time and within the allocated budget
- Collaborated with 4 cross-functional security engineering teams to establish clear project/release plans, achieving a 90% on-time delivery rate
- Demonstrated expertise in communication, presenting findings and updates to a diverse audience of over 100 stakeholders in quarterly reviews.
- Collaborated with upper management to drive strategy and implement new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
Application Support Specialist
CSC ServiceWorks
06.2019 - 07.2022
- Assisted in the creation of over 500 user profiles monthly, achieving a 99% success rate in ensuring users gained access to required applications
- Played a pivotal role in supporting 30+ system integrations, rigorously testing and ensuring a 98% seamless integration rate
- Provided crucial Tier II support to the helpdesk, efficiently resolving over 200 complex queries monthly and reducing ticket escalation rates by 15%
- Collaborated with the development team in the creation and testing of 10+ new applications annually, ensuring they met user requirements and quality standards
- Conducted comprehensive data analysis on a weekly basis, identifying and troubleshooting over 100 application errors, achieving a 95% correction rate post first analysis
- Regularly updated technical documentation, leading to a 25% reduction in recurring user queries related to application usage.
- Provided training to end users on new and updated systems and software.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Used Jira to track, maintain and update trouble tickets.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Tested new software and hardware prior to deployment.
- Developed and maintained effective client communications to guarantee client satisfaction and improve user retention by 90%.
Senior Specialist I – Merchant Services Helpdesk
JPMorgan Chase
01.2017 - 05.2019
- Diagnosed and resolved point-of-sale software issues, contributing to a 15% increase in customer satisfaction
- Collaborated with software developers to implement necessary changes and updates, ensuring software compatibility
- Led the development and testing of new software, aligning with evolving business needs
- Demonstrated effective problem-solving skills while providing top-tier support to merchant services clients.
- Oversaw work of junior personnel, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues.
IT Support Specialist II – Merchant Services Helpdesk
JPMorgan Chase
08.2016 - 01.2017
- Supported and mentored Tier I helpdesk support specialists, elevating team performance and efficiency
- Conducted advanced troubleshooting for point-of-sale software, reducing system downtime by 10%
- Evaluated the compatibility of new point-of-sale software on various hardware platforms, ensuring seamless implementation.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Communicated with clients to verify roots and causes of software problems.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Connected to computer of client using remote link to install new programs and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Senior Fraud Analyst
Bank Of America
10.2015 - 08.2016
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Developed and implemented procedures to detect and prevent fraud.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
Fraud Prevention Analyst - Large Corporate/Small Business Owner
Bank Of America
09.2014 - 10.2015
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Testified in court for both civil and criminal cases, answering questions honestly and respectfully.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
Fraud Detection Analyst
Bank Of America
04.2012 - 09.2014
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Evaluated customer data to identify and prevent fraudulent activities.
- Implemented internal controls to maintain integrity and accuracy of financial records.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed transactions and receipts to identify any suspicious activity.
- Summarized all key information regarding investigation into detailed report for delivery to client.
Education
Bachelor of Science - Applied Business Information Systems
Grand Canyon University
Phoenix, AZ02.2024
Skills
- Agile Expertise
- Research and Analysis
- Root Cause Analysis
- Solution Testing and Implementation
- Data Migration
- Technology Implementation
- Stakeholder Relations
- Systems Analysis
- Code Debugging
- System Maintenance
- Java
- SQL Analytics
- Database Development
- SQL
- Python
- REST
- Power BI
- Tableau
- R
- Azure
- SDLC Management
- Data Mapping
- Data Modeling
Timeline
Business System Analyst
CSC ServiceWorks
07.2022 - Current
Application Support Specialist
CSC ServiceWorks
06.2019 - 07.2022
Senior Specialist I – Merchant Services Helpdesk
JPMorgan Chase
01.2017 - 05.2019
IT Support Specialist II – Merchant Services Helpdesk
JPMorgan Chase
08.2016 - 01.2017
Senior Fraud Analyst
Bank Of America
10.2015 - 08.2016
Fraud Prevention Analyst - Large Corporate/Small Business Owner
Bank Of America
09.2014 - 10.2015
Fraud Detection Analyst
Bank Of America
04.2012 - 09.2014
Bachelor of Science - Applied Business Information Systems
Grand Canyon University