Summary
Overview
Work History
Education
Skills
Timeline
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Danielle Miller

Chesterfield,VA

Summary

Experienced Senior Business Systems Analyst with diverse experience in developing business requirements, process maps and test plans. Ability to successfully manage multiple deadlines and projects effectively. Experience in QA & UAT testing with software applications to verify functionality, performance and reliability. Expand interface and translations of business requirements to IT specifications.

Overview

19
19
years of professional experience

Work History

Senior Business Systems Analyst

Dominion Energy
06.2014 - Current
  • Transitioned support positions from IT Supported Applications to HR specifically the ServiceNow HR Case Management application.
  • Lead BSA in the development and implementation of SN COVID tracking solution.
  • Lead BSA for the implementation of ServiceNow Incident Management, Knowledge Management and Service Requests.
  • Provided 2nd level support calls submitted to the IT Helpline for a number of Enterprise applications including Dominions Learning Management System, ITRC, ITCM, Access Revocation.
  • Analyze and document existing and future business processes and data.
  • Worked with clients to identify common components and subsequently configuring the application to support these components.
  • Conducted comprehensive testing processes for quality assurance, minimizing post-deployment issues and improving end-user satisfaction.

Business Systems Analyst

Dominion Energy
07.2008 - 06.2014
  • Troubleshoot application issues with clients and software vendors.
  • Provide IT Application level support to personnel.
  • Transferred to Surry Nuclear Power Station to support Radiation Protection, Chemistry, and Maintenance departments as well as Nuclear Fleet.
  • Resolve customer's complaints and concerns with strong verbal and negotiation skills with emphasis on win-win results for IT and the Business
  • Research technical issues on various computer systems, applications and databases and worked extensively with vendors, and IT Staff to resolve customer support issues.
  • Lead BSA in the development of the Generation Client Work Request (CWR) system. Performed demos of the application prior to release. Provided training for administrators.

Associate Business Systems Analyst

Dominion Energy
01.2007 - 07.2008
  • Supporting the operational and automation needs of all NBU employees at Innsbrook.
  • Submitting hardware, software and user access requests for new and existing employees.
  • Trained business personnel in use of systems.
  • Developed comprehensive documentation to support end-users and facilitate future enhancements.


Customer Service Representative

Dominion Energy
01.2006 - 01.2007
  • Providing customer service for residential and commercial customers.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Assisting customers with billing inquiries.
  • Resolving issues related to payments.

Education

Bachelor of Science - Computer Information Systems

Virginia State University
Petersburg, VA

Skills

  • Release planning
  • Strong analytical skills
  • User Acceptance Testing
  • Process Mapping
  • Efficient problem solving skills
  • Ability to work independently
  • Strong collaborative skills
  • Ability to make informed decisions on a wide range of complex business and technical issues

Timeline

Senior Business Systems Analyst

Dominion Energy
06.2014 - Current

Business Systems Analyst

Dominion Energy
07.2008 - 06.2014

Associate Business Systems Analyst

Dominion Energy
01.2007 - 07.2008

Customer Service Representative

Dominion Energy
01.2006 - 01.2007

Bachelor of Science - Computer Information Systems

Virginia State University

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Danielle Miller