Technical Business Analyst

Partner with business stakeholders, product, engineering, QA, and data teams to elicit, analyze, and document business and technical requirements for banking data-driven digital solutions. Translate needs into user stories, functional requirements, acceptance criteria, business rules, data mappings, and implementation-ready Agile work items.

Analyze Enterprise Data Warehouse solutions, source data, APIs, integrations, ETL data flows, and Salesforce downstream delivery. Use SQL for data validation and discrepancy investigation, create process and data-flow diagrams, and support UAT, release delivery, risk, compliance, regulatory, and audit requirements.

Supported mobile and digital banking applications in a regulated financial-services environment. Elicited business needs and translated them into user stories, functional requirements, acceptance criteria, and implementation-ready requirements for enhancements and defect resolution.

Collaborated with product, engineering, QA, operations, and business stakeholders on risk, compliance, internal controls, audit support, UAT, production monitoring, incident resolution, hotfix coordination, root-cause analysis, and release validation.

Supported infrastructure monitoring and managed services, administering and configuring Micro Focus monitoring tools according to client and operational requirements.

Collaborated on implementation and migration activities, change management, vulnerability analysis, operational reporting, issue resolution, service continuity, platform stability, and SLA compliance.

Led and mentored a software engineering team in an Agile environment, supporting delivery, collaboration, and continuous improvement.

Worked with architects, analysts, and product stakeholders to translate business requirements into scalable technical solutions. Supported incident management, monitoring, change management, application support, and service continuity.

Managed and supported an SAP-based e-commerce platform, analyzing incidents and service requests within SLA commitments.

Collaborated with developers, architects, project managers, and business stakeholders to define functional solutions, conduct requirements discovery, produce functional specifications, and support testing cycles.

Supported global mobile and digital platforms, payment gateways, transactional portals, and self-service kiosk applications. Managed incidents, escalations, operational issues, vendor relationships, SLA compliance, backlog triage, and release readiness.

Gathered requirements and translated them into user stories, functional specifications, and acceptance criteria for mobile enhancements and fixes. Acted as a functional SME with product, design, engineering, and strategy teams.

Coordinated Level 2 incident and service-request activities, assigning responsibilities and ensuring resolution within SLAs. Coordinated Level 1 and on-site support teams, vendors, and third-party providers for escalations and operational issue resolution.

Reviewed, consolidated, and tracked planned technology changes while maintaining centralized change records. Participated in technical and business meetings to align operational priorities, incidents, service requests, and change activities.

Designed and implemented the Help Desk operating model, establishing processes, workflows, and responsibilities aligned with ITIL service-management practices. Coordinated Level 1 and Level 2 support operations and administered the ARANDA service-management platform.

Defined operational KPIs, prepared management reports, managed SLA reconciliation with audit teams, and coordinated support activities to strengthen escalation management and service continuity.

Provided Level 1 and Level 2 support for technology and security platforms, including change-control activities, vulnerability analysis, security monitoring, reporting, and remediation support.

Designed implementation approaches for McAfee Network Security Manager and developed migration proposals for McAfee ePolicy Orchestrator environments, considering client requirements, risk mitigation, and service continuity.

Led a 12-person monitoring and support team across 24x7 shifts, coordinating daily operations, Level 1 support, technical escalations, and service-impacting events.

Monitored service performance and SLA compliance, prepared operational reports, supported technical and service proposals, and ensured monitoring coverage for applications, infrastructure, and business services.

Provided Level 1 and Level 2 infrastructure support across Windows Server and UNIX environments, including Red Hat and Solaris. Supported Active Directory, ADFS, SharePoint, IIS, mail servers, Microsoft SQL Server, VMware, and anti-spam solutions.

Investigated infrastructure incidents and service requests, administered HP Data Protector backup and restoration activities, coordinated vendor support, and supported data-center troubleshooting and continuity.

Performed preventive and corrective maintenance on Sun and Oracle server environments.

Diagnosed and resolved infrastructure issues and supported technical troubleshooting, maintenance, operational continuity, and platform availability.

Provided technical support for POS sales operations, troubleshooting hardware, software, and connectivity issues affecting business activities.

Performed equipment testing across network configurations, delivered remote and on-site support, and validated equipment and network readiness before deployment.

Supported the design, implementation, supervision, and validation of structured cabling and wireless network infrastructure projects.

Participated in technical planning and deployment activities, ensuring infrastructure was implemented according to technical requirements and project specifications.

Telecommunications Engineering degree completed in Bucaramanga, Colombia.