Colleen Burgess
Information Technology
Raleigh,NC
Summary
Experienced Application Analyst with a five-year track record of optimizing computer systems and leading diverse cross-functional teams. Skilled in crafting detailed test plans and spearheading user acceptance testing, I deliver solutions that align with organizational goals. Focusing on achieving results, prioritizing customer needs, and constantly improving my skills, I can provide unmatched business analysis expertise and leadership to Excise Tax Information Systems team.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Excise Tax Application Analyst
NC Department of Revenue
09.2017 - Current
- Initiated career as a temporary employee in September 2017, seamlessly advancing to Key ETD Revenue roles as an Administrative Specialist II, culminating as Excise Tax Application Analyst
- Conduct thorough testing of changes, rates, enhancements, and updates in IFTA Web and FTS
- Spearhead end-to-end UAT processes, developing test strategies and matrices creation for new features, leading application testing, and providing comprehensive training to testers for case execution
- Execute test matrices effectively, promptly reporting defects to agency test lead, developers, and vendors
- Leading the IFTA IPC MCC Verification testing initiative, collaborating closely with diverse teams, external agencies, and vendors to achieve outcomes, address challenges, document issues, and optimize application performance
- Play a key role in the design and specification of bug fixes and feature enhancements, aligning with the needs of the NCDOR environment; actively engaged in design and business requirements sessions
- Train new team members and end-users on applications, serving as an Excise Tax application subject matter expert; provide customer support and liaised between taxpayers, IT teams, and business users for tax systems
- Leading the IFTA MCC UAT project team to create test scenarios, test cases, test plans, step by step test scripts
- Manage EDI application interfaces, addressing complex applications, reconciliation, and tax issues, and dedicate time to Electronic Data Interchange analysis to resolve taxpayer issues
- Collaborates effectively with developers, database administrators, and vendors to diagnose and resolve issues within FTS, ITAS, EDI, IFTA, OFPI, PSRM systems, ensuring seamless functionality
- Offers expert technical support to EDI taxpayers, addressing inquiries related to tax types, filing requirements, processes, EDI, online applications, and other relevant questions
- Extends valuable assistance to designated staff, showcasing proficiency in training others in areas of expertise.
Senior EO Account Manager
IBM Corporation
12.1984 - 03.2015
- Initiated career as a Secretary Specialist, seamlessly advancing to key HR roles, culminating as Senior EO Account Manager
- Spearheaded implementing and managing Diversity and Inclusion, EEO/Affirmative Action Plans across seven business units, substantially enhancing workforce diversity and compliance
- Effectively managed comprehensive HR programs for business units encompassing over 20,000 employees, achieving an over 85% success rate in meeting internal client expectations
- Conducted intricate statistical and data analysis using HR Information Systems, Oracle, and Excel, identifying critical organizational trends and spearheading process improvements
- Played a pivotal role in designing and implementing a database for contract compliance data requests, significantly boosting business efficiency and earning Eminence and Excellence Awards
- Developed, implemented, and monitored Affirmative Action Plans, built strong relationships with compliance officers and HR leaders, and addressed key EEO/AA issues
- Coordinated with external agencies and internal teams, ensuring compliance with federal contract requirements and managing information release processes
- Administered and managed the IDEAS program, ensuring data integrity and effective communication with evaluators and participants
- Provided comprehensive administrative support, including scheduling, correspondence management, financial system oversight, and administrative staff training.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
Bachelor of Science - Business Administration
St Augustine University, School of Business
Raleigh, NCSkills
- Advanced in troubleshooting, testing, and leading user acceptance testing (UAT) activities, ensuring compliance with DORIT, ITIL, and SDLC standards
- Experienced with JIRA, FTS, PSRM, ITAS, IFTA MCC, FTS, SQL, SAS portal, and OFPI, Access database
- Proficient in compliance, audit, SharePoint, and Visio documentation management, focusing on aligning IT strategies and processes to industry and regulatory standards
- Proficient in Microsoft Word and Excel, including pivot tables and dashboards
- Skilled in EDI X12, Database Management, Team Room Plus, analytical analysis
- Experienced in Electronic Data Interchange (EDI) production and certification services, emphasizing accuracy and efficiency in data interchange processes
Accomplishments
- Recognized with Eminence & Excellence Awards at IBM for improving customer service levels and compliance reporting.
- Received numerous Thank You awards at DOR and received a special thank you award from HQ IT Business Analyst for having awesome teamwork on the IFTA MCC project.
Certification
ITIL 4 Foundation Certificate in IT Service Management, November 2022
Timeline
Excise Tax Application Analyst
NC Department of Revenue
09.2017 - Current
Senior EO Account Manager
IBM Corporation
12.1984 - 03.2015
Bachelor of Science - Business Administration
St Augustine University, School of Business
ITIL 4 Foundation Certificate in IT Service Management, November 2022
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