SILVA HERMES

420 Thomas Stewart Way  Stewartsville, NJ 08886  shermes@ymail.com  908.859.4952

B USINESS A NALYST P ROFILE

Project Planning & Management / Process & System Improvement
Innovative thinker and problem solver with a talent for improving productivity and eliminating performance
gaps through results-driven process and system improvement. Excellent history of analyzing business needs and
driving solutions from requirements gathering through implementation, acceptance testing and training. Strong
background that spans over 14 years and includes demonstrated success in on-time, on-budget project execution.
Flexible, energetic and exceptionally resourceful. Areas of expertise:
 System & Application Analysis  Project Planning & Implementation
 Process Redesign & Enhancement  Cross-functional Collaboration
 Requirements Gathering  User Training & Support
 Solution Testing & Integration  Troubleshooting & Issue Resolution

E DUCATION & C REDENTIALS

Bachelor of Science in Information Technology (2008)
CAPELLA UNIVERSITY, Minneapolis, MN
Certificate in Foundations in Project Management (2008)
Additional Training:
Business Management (two-year program)
Professional Communication

P ROFESSIONAL
E XPERIENCE
TOKIO MARINE MANAGEMENT, INC., New York, NY (Tenure: 10 years)
Senior Systems Analyst
Proactively identified and resolved system problems to promote the vision and goals of the insurance company,
working across all business units to gather requirements, determine priorities and provide ongoing training and
support. Documented and presented status reports to key stakeholders. Defined and executed test cases for new
systems, programs, functionalities and processes. Served as trusted liaison to users in many departments.
Selected accomplishments:
 Streamlined and improved business operations by serving on an interdepartmental team that automated
all manually processed lines of business.
 Increased the knowledge base and ensured consistency in the accounting department by developing a
comprehensive user manual for the newly implemented billing system.
 Provided attentive training and support to educate users on the company's legacy system.
 Established open lines of communication across all business units to facilitate seamless project
execution and ensure that all needs were met.
 Minimized scope changes by conducting interviews with stakeholders, prioritizing requirements and
verifying the accuracy and integrity of specifications, data and results.
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Professional Experience Continued
JOHN HANCOCK PROPERTY & CASUALTY, Boston, MA (Tenure: 4 years)
Business Analyst
Reviewed and analyzed a wide range of business requests and prepared specifications for system enhancements
and improvements. Programmed new applications and features. Drafted test strategies to expedite acceptance
testing, and communicated results to users. Generated ad hoc reports for management and users.
Selected accomplishments:
 Recognized as reliable and knowledgeable point of contact to personnel and managers of all
departments by serving as key member of the help desk team.
 Successfully interacted with users to pinpoint and address distinct needs, facilitate user acceptance and
ensure continued satisfaction and productivity.

Technical Knowledge:
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Visio.
Working knowledge of Adobe Acrobat and Dreamweaver.