Summary
Overview
Work History
Education
Skills
Timeline
Interests
Work Availability
Software
Languages
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Joshua Eller

Joshua Eller

Senior IT Business Analyst
Dallas,TX

Summary

Highly analytical and results-driven Business Analyst with a proven track record of success in the IT industry, skilled in Agile methodologies and passionate about fostering positive work environments. Expertise in gathering and translating complex business needs into actionable technical requirements, including user story mapping, requirements documentation, and acceptance criteria definition. Proven ability to collaborate effectively with cross-functional teams to deliver high-quality software solutions that exceed stakeholder expectations. Thrive in fast-paced, collaborative settings and possess a strong drive for continuous improvement. Known for being a fun-loving and approachable team member who builds strong relationships and contributes to a positive and productive work culture.

Overview

17
17
years of professional experience

Work History

Senior IT Business Analyst

Exigo
04.2018 - Current
  • IT Business Analyst for ecommerce SAAS and PAAS software provider, detailing both new features and existing functionality problems into business requirement documents
  • Conducted in-depth data analysis to inform strategic decision-making, leading to more effective resource allocation and prioritization.
  • Reduced costs with thorough evaluation of existing systems and implementation of cost-effective upgrades.
  • Ensured proper change management procedures were followed during system upgrades, reducing risk of disruption or data loss.
  • Improved business processes by analyzing system requirements and implementing IT solutions.
  • Critically evaluates information gathered from multiple sources, reconciles conflicts, abstracts up from low-level information to a general understanding and works with customers to uncover unmet business needs
  • Proven ability to quickly learn new applications, processes, and procedures
  • Able and willing to collaborate in a team environment and exercise independent judgment
  • Performs “QA” role, utilizing SQL database lookups and administrative tools to solve client requests
  • Conduct QA Testing in both UAT and Production environments daily
  • Perform tests leveraging API's and SQL on a daily basis and regularly develop customized SQL Reports for individual clients in both a UAT and Production environment
  • Technical Writer for Order Calculation engine, Commissions Distribution engine, and Web Display Ecosystems
  • Held requirement gathering and priority setting meetings
  • Managed timelines and customer rapport
  • Wrote test procedures, Business Requirement Documents, user stories, and training documents
  • Helped build internal Standard Operating Procedures using data flows
  • Manage and work directly with 30+ clients at one time
  • Helped to develop and implement standard process for the capture of Requirements and Acceptance Criteria
  • Trained Business Analyst staff and Developers on requirement writing procedures and best practices
  • Contributed to the knowledge base findings from research to better equip future endeavors with articles
  • Ticketing System and support experience
  • In depth experience in acting as a liaison between development and business by managing relationship

Business Analyst Trainer

Exigo
11.2023 - Current
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Designed and delivered comprehensive training programs for new Business Analysts, covering platform functionality, company processes, industry best practices, and essential technical skills.
  • Streamlined project management with effective communication and collaboration across cross-functional teams.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Mentored and coached junior analysts, providing guidance, support, and feedback to foster their professional development and accelerate their growth within the company.
  • Created engaging training materials and resources, including presentations, documentation, and hands-on exercises, to enhance the learning experience and knowledge retention.
  • Continuously evaluated and improved training programs based on feedback and performance metrics, ensuring their effectiveness and relevance.

Quality Assurance Specialist

Exigo
04.2018 - Current
  • Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
  • Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
  • Performed risk assessments on potential new projects, helping management make informed decisions about resource allocation and project priorities.
  • Facilitated seamless integration of new software features, closely monitoring for bugs and inconsistencies.
  • Enhanced user experience, meticulously testing for usability and accessibility standards.
  • Developed and executed comprehensive test cases to ensure the quality, accuracy, and completeness of software deliverables.
  • Performed rigorous regression testing to identify and mitigate potential defects and ensure the stability of the platform.
  • Collaborated closely with developers and clients to effectively communicate testing results, resolve issues, and ensure client satisfaction.
  • Maintained detailed documentation of testing activities, including test plans, test cases, and defect reports.

Custom Software Developer

Exigo
01.2023 - 11.2023
  • Developed custom solutions using C#, SQL to address specific client needs in the Direct Sales and Network Marketing industry, including promotional offerings, automated jobs, and payment integrations.
  • Collaborated with senior developers to design, implement, and test software solutions, ensuring adherence to coding standards and best practices.
  • Improved software efficiency by troubleshooting and resolving coding issues.
  • Saved time and resources by identifying and fixing bugs before product deployment.
  • Updated old code bases to modern development standards, improving functionality.
  • Contributed to a positive team environment through effective communication, problem-solving, and collaboration skills.
  • Worked with diverse teams to meet tight deadlines and deliver high-quality products.
  • Streamlined workflows by creating reusable code libraries for common functions and features across multiple projects.

Business Analyst

WorldVentures Holdings
01.2011 - 12.2017
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Streamlined project management with effective communication and collaboration across cross-functional teams.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Provided Tier 3 support for internal departments while overseeing a team of 3-5 people in a Tier 2 role.
  • Lead the modeling, planning and execution of team processes.
  • Drafted executive analysis reports highlighting business issues, potential risks, and profit
    opportunities.
  • Triaged incoming support tickets related to commission audits and system issues, and set proper
    expectation for resolution.
  • Serve as Exigo PaaS systems administrator.
  • Built and published multiple SSRS reports to Online Reporting Environment as needed.
  • Provided one-off reports using Excel and SQL to identify missing commissions and verify
    claims.
  • Isolated confirmed issues and relayed to developers for final resolution.
  • Troubleshot and performed root cause analysis to determine appropriate team to engage for issue
    resolution.
  • Worked with software development and QA teams to escalate known issues.
  • Served as software team’s functional SME on commissions and liaise between departments.
  • Mentored and trained junior employees in systems usage.
  • Go-to aide for C-Level Executives and Company owner for resolving high level or high cost problems quickly and efficiently.
  • Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.

Genealogy and Tier 2 Supervisor

WorldVentures Holdings
05.2010 - 12.2010
  • Managed and provided Tier 2 support for internal departments while overseeing a team of 3-5 people.
  • Monitor employee productivity and optimize procedures to reduce costs.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Lead the modeling, planning and execution of team processes with attention to short term and long term goals centered around company/customer needs.
  • Audited the sale of product memberships for compliance with policies and procedures and investigated suspicious activity based on comprehensive analysis of commissions and bonuses.
  • Prepared reports for upper management to mitigate fraud losses and detail level of risk and fraud type.
  • Recognized fraudulent activity involving thousands of accounts through fraud prevention measures.
  • Investigated internal and external complaints of policy violations.
  • Executed termination of business centers based on evidence provided by the Director of Commissions.
  • Ensured integrity of company binary and unilevel structure.
  • Reviewed, verified, approved, and processed documentation for members.
  • Go-to aide for C-Level Executives and Company owner for resolving high level or high cost problems quickly and efficiently.

Customer Service Representative

WorldVentures Holdings
Plano, Texas
05.2008 - 04.2010
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.

Education

GED -

Dallas, Texas

Skills

Business Analysis

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Timeline

Business Analyst Trainer

Exigo
11.2023 - Current

Custom Software Developer

Exigo
01.2023 - 11.2023

Senior IT Business Analyst

Exigo
04.2018 - Current

Quality Assurance Specialist

Exigo
04.2018 - Current

Business Analyst

WorldVentures Holdings
01.2011 - 12.2017

Genealogy and Tier 2 Supervisor

WorldVentures Holdings
05.2010 - 12.2010

Customer Service Representative

WorldVentures Holdings
05.2008 - 04.2010

GED -

Interests

Time with Family

Stand-up Comedy

Mario Kart

Movies

Farming

Business Analysis

Learning New Things

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

SQL

C#

XML

HTML

API

Languages

English
Native or Bilingual

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Joshua EllerSenior IT Business Analyst