Open to opportunities

Elbert Ballo

@elbertballo

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Senior Business Analyst with expertise in optimizing systems and processes.

United States

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What I'm looking for

I am looking for a role that fosters innovation, encourages collaboration, and offers opportunities for professional growth.

As a Senior Business Analyst with over 7 years of experience in the tech industry, I have a proven track record of optimizing systems and processes to drive operational efficiency. My expertise in Agile methodologies and the Software Development Life Cycle (SDLC) has enabled me to implement solutions that significantly reduce developer dependency and enhance strategic decision-making.

Throughout my career, I have successfully led multiple projects that resulted in substantial improvements in client satisfaction and operational performance. For instance, at Gusto, I spearheaded the development of an Enterprise Knowledge Base that reduced recurring customer queries by 42% and transformed the onboarding experience for SMB tax clients, achieving a 62% improvement in onboarding time. My ability to analyze complex data and implement structured solutions has consistently delivered measurable results.

I am passionate about leveraging my skills in business analysis, technical support, and cross-functional collaboration to contribute to innovative projects. I thrive in dynamic environments where I can utilize my problem-solving abilities and leadership skills to foster team success and drive business growth.

Experience

Work history, roles, and key accomplishments

Software Engineer & Application Support Analyst

Gusto

Jul 2021 - Sep 2023 (2 years 2 months)

Provided technical support for tax credit applications, analyzing system performance and collaborating with development teams to enhance operational efficiency. Achieved a 64% reduction in recurring issues and improved resolution times significantly through structured issue tracking and knowledge base development.

Agile SQL Technical Support Process Optimization Knowledge Management API Integration Stakeholder Management User Centered Design Incident Management

Frontend Developer & Technical Analyst

Ardius (Acquired by Gusto)

Aug 2020 - Jul 2021 (11 months)

Transformed client-facing interfaces and implemented issue resolution frameworks, resulting in a 28% improvement in customer satisfaction and a 20% reduction in technical issue resolution times during the acquisition by Gusto.

Frontend Development User Centered Design Agile Usability Testing Customer Satisfaction JavaScript Problem Solving

RF Drive Test Engineer - Contract

Peachtree Teleworld Corp.

Nov 2019 - Mar 2020 (4 months)

Performed data collection and analysis to assess wireless network performance, contributing to enhanced service delivery.

Data Collection Problem Solving

Frontend Web Developer

Upfront Inc.

Aug 2016 - Feb 2019 (2 years 6 months)

Designed and implemented responsive web applications, improving system usability and client engagement while collaborating with cross-functional teams to align technical solutions with business goals.

Web Development Responsive Design JavaScript Cross Functional Collaboration Client Engagement Usability Technical Solutions

Education

Degrees, certifications, and relevant coursework

International Institute of Business Analysis

Certified Business Analysis Professional, Business Analysis

Currently pursuing the Certified Business Analysis Professional (CBAP) certification, focusing on enhancing business analysis skills and methodologies.