Senior Business Analyst Resume Lansing, MI - Hire IT People

Project Management Specialist

Project Management Business Analysis

Technologies: Microsoft Office Suite (Microsoft Outlook, Word, Excel, PowerPoint, Visio, InfoPath, OneNote, Access), Microsoft SharePoint, ClearQuest / RTC

WORK HISTORY

Integration Program Lead

Confidential, Lansing, MI

Established quarterly release schedule for major releases and streamlined quarterly release planning reducing inefficiencies and costs by 20%.
Executed the end - to-end implementation of 6 Quarterly Integrated Releases averaging 60,000 hours, $7.5 Million budgets, and 64 requests (enhancements/defects) per release.
Established business processes, documentation and continuous improvement activities for the PMO resulting in the creation of 34 core written processes. This increased operational efficiencies by 65%.
Produced key metrics and performance KPIs which increased awareness and enabled management to make strategic adjustments reducing the number of issues by 80%.
Created the PMO’s standards, procedures and templates for new and existing processes. This ensured that all processes were clear, consistent, and maintained on a regular basis reducing the time allocated to process related activities by 85%.
Partnered with Business users and the State Compliance and Security office to implement agreements to ensure all communications adhered to state and federal security guidelines and client information was protected.
Coordinated a CMS Checklist Audit for the State’s Medicaid Eligibility Systems. Facing a hard, federally mandated deadline, I completed the project on time and within budget ensuring the State could connect to federal data sources and provide services to its clients.

Senior Business Analyst, Confidential, Lansing, MI

Responsibilities:

Transformed the upgrade of the State’s Enterprise Content Management system slashing further costs to taxpayers by 50%.
Re-negotiated the Statement of Work and Contract that governed the upgrade to the State’s Enterprise Content Management system reducing costs and timelines.
Actively managed the third-party vendor by creating a detailed project plan and holding them accountable to specific deliverables which controlled costs and ensured activities and milestones were completed on time and within budget.

Senior Business/Systems Analyst, Confidential, Saginaw, Michigan

Responsibilities:

Selected as the lead analyst responsible for all systems, tools, and portals that impacted internal employees and external customers on the company's first customer experience team.
Spearheaded the strategic assessment and long-term vision of the customer facing web portal re-design by providing thought leadership and collaborating between all IT groups as well as Marketing to establish a roadmap for change.
Orchestrated re-design and implementation of a responsive customer facing web portal (portal.xo.com) resulting in an 85% decrease in load times and significant usability improvements.
Created a comprehensive customer data model and dashboard which consolidated dozens of standalone databases and solved the company’s disparate data problem. This resulted in increased data access and accuracy for internal employees and external customers.
Collaborated with the business and development to create an Agent web portal for resellers, successfully integrating it into the customer web portal and thr web site. This increased sales opportunities and gave agents the tools needed to directly support the customers to whom they sold service.
Developed business and IT solutions for complex enterprise projects across a wide variety of audiences, including internal departments and external customers. These directly focused on user experience, business needs, timely delivery, cost effectiveness, and scalability.

Project Manager/Business Analyst, Confidential

Responsibilities:

Recognized for my strong analytical skills during testing I was promoted to project manager to lead the company's Siebel CRM upgrade. Following a successful upgrade I was given the responsibility of managing the company's confidential Clarify and BMC Remedy CRM solutions.
While successfully managing the CRM platforms I was given additional responsibilities of managing the company's Remedy and Clarify Trouble platforms. I slashed call handle times by 42% by consolidating the CRM and Trouble platforms into a single solution for each and creating an integrated billing, trouble, and CRM view for employees.
Because of my success in optimizing and improving internal tools I was given the responsibility of re-designing the company's customer facing web portals. I increased by 28% and increased the company’s call avoidance rate by 49%.
I created an email channel along with all customer facing email templates and a knowledge base which decreased operating costs by converting 1700 calls to emails monthly.
I reduced company expenses by $60,000 per year and delivered customers’ bills 3 weeks faster by creating the company's first online billing platform for wholesale Carrier customers to view bills electronically.

We provide IT Staff Augmentation Services!

Senior Business Analyst Resume

Lansing, MI

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship