Susan James is seeking a position as a Business Analyst. She has over 15 years of experience in roles such as Implementation Specialist, QA Specialist, SQA Analyst, and Business Analyst gathering requirements, writing specifications, and designing user experiences for healthcare software. She is skilled in Microsoft Office, SQL, testing tools like Silk Central, and Agile methodologies like Scrum and Kanban.

1. Susan James
4853 Briston Drive
Columbus, OH 43221
(614) 371-3109
Goal Work as a Business Analyst gathering software requirements from stakeholders,
writing functional specifications, and designing the user experience.
Summary I am a self-motivated individual whose objective in life is to master any task I take on. I
am a very fast learner, and prefer to learn outside of a classroom atmosphere – on my
own, when appropriate.
Employment History
Current
Employment
Hire: 9/21/2009
Mediware Information Systems
(Hired into Definitive Homecare Solutions, LLC. Mediware bought them out in 2012)
09/2009 – 08/2010  Implementation Specialist
 Design offerings for Trainers/Consultants
 Coach Trainers/Consultants on best practices
08/2010 – 09/2012  QA Specialist
 Job functions:
o Software testing – CPR+ software
 Specialized in the financial areas of the software
o Internal trainer
o Software documentation technical writer
 Accomplishments:
o Instrumental in convincing upper management that software
development could be better accomplished with defined functional
specifications.
o Coach/Mentor for financial area testing needs
09/2012 – 03/2015  (Mediware takeover) SQA Analyst
 Job functions
o Software testing - CPR+ software and CareTend software
 Development of test cases for import into Silk Central
o Internal trainer
o Some functional specification development
o Software documentation technical writer
o Escalation point for Customer Support
 Accomplishments
o Taught fellow QA staff how to do test plans and test cases
o Instrumental in convincing upper management that software
development could be better accomplished with defined functional
specifications
03/2015 – current  Business Analyst
 Job functions:
o Designated (sole) BA for CPR+ and CareTend software applications
 Requirements Gathering
 Functional Specifications
 User Interface Design

2. Employment History
o Internal trainer
o Escalation point for Customer Support
o Assist SQA with testing – validate adherence to specifications
o Assist technical writer with documentation
 Accomplishments:
o Scrum / Kanban / Agile training
Previous
Employment
1994 – 09/2009
Netsmart Technologies, Inc.
(Hired into CMHC Systems, Inc. Netsmart bought them out around 2005)
Starting Position: Customer Support Representative
Ending Position: Business Analyst, Software Implementation, Financial
 Job functions performed:
o Conduct “Best Practice” assessment for customers, and provide
proposal for improvements. Included software implementation
enhancements and procedural improvements.
o Conduct system analysis for customers, defining specific corporate and
business goals as well as objectives and needs.
o Conducted JAD Sessions for the purpose of requirements gathering.
o Performed software re-implementations, with integrated applications,
along with customer training.
o Advocate of use of defined system technology and applications as
solution sets and tools resulting in integrated applications to
nationwide agencies and customers.
o Participated in developing corporate system, technical, process flow
and procedural documents with and for customers.
o Developed corporate customer training and course development
materials for distribution to customers and end-users.
o Provided customer software training on reporting toolsets, financial
systems, and system setup.
o Troubleshooting specialist focusing on high-maintenance customers
and end-users.
o Assist and participate in the development of internal corporate
employee reference manuals and guides
o Provided direct assistance and support to end-users and customers
regarding software applications and functionality
o Responsible for managing the execution of special projects as defined
by executive management
o Debugging and testing of new products and software functionality
o Custom programming using proprietary programming language
o Perform customer software implementation and financial training for
two different software suites:
 CMHC systems for community mental health
 Avatar Enterprise Suite
 Accomplishments
o Development/implementation of distributed AR applications resulting
in significant increases of revenue collection for customers.
o Manage the re-implementation of billing processes resulting in
customer’s ability to recapture revenue.

3. Employment History
o Established corporate-wide standards and training resulting in
significant cost savings for the department and company
o Participated in the re-design of customer support department
resulting in $1m savings in consulting fees.
o Customer system analyses resulting in significant:
 Increase in staff productivity
 Increase revenue collectability
 Reduce billing rejections
 Reduce excessive overtime overhead
 Improve cash flow timeliness
Previous
Employment
1989 – 1994
WestCare Mental Health Center (Massillon, OH)
Position: Systems Manager / Accounts Receivable Manager
 Job functions:
o Manage a staff of 2 FTEs
o Responsible for corporate Accounts Receivable and associated
financial functional department
o Development of centralized Accounts Receivable system, including
standardized processes and operation, resulting in a 50% increase in
collections
o Establish A/R standards and (all) financial reporting
o Maintenance of corporate software
o Proposals for implementation of software enhancements released
from vendor
o Analyze and correct patient accounts to accurately reflect receivables
 Accomplishments
o Development of overhead/service rate application resulting in 80%
reduction in processing time
o Development of corporate-wide procurement and contracts
management system resulting in a 50% increase in timely order
placements and a 25% increase in staff productivity.
o Decreased aging days from 180 to 45
Education
High School
Graduated 1978
Timken Senior High School (Vocational)
 Accounting and Computing 2-year Vocational Program
 Other Majors:
o English
o Mathematics
Some College Attended Akron University for 1 ½ years – not my learning style
Self-Training /
Internet-based
Training
 Writing SQL queries – intermediate level
 Scrum / Kanban / Agile methodologies

4. Skills Summary
Microsoft
Products
 Windows
 Outlook
 Word
 Excel
 PowerPoint
 Visio
 SQL Server Management Studio
Other Software
Products
 Silk Central
 Caliber
 SmartSheet
 Testing Anywhere (automated test script writing)
 FileZilla
Other Skills  Critical Thinking
 Logical Problem Solving
 Managing Conflict
 Dealing with Difficult People
 Training / Coach / Mentor
 Documentation
 Requirements Gathering / Solicitation
 UI Design
 Understanding of Agile
References available upon request.