SUMMARY:

Driven results Senior IT Project Manager and Business Analyst with an outstanding record of delivering technology and system integration projects on time and within a budget combines strong business acumen with the ability to implement strategies, standards, projects and efficient solutions utilizing technology.

PROFESSIONAL EXPERIENCE:

Business Systems Analyst

Confidential, Phoenix, AZ

• A critical part of the Confidential Accounts Receivable (AR) strategy is to simplify and reduce the number of AR systems in use today. Confidential shares the legacy Account Receivables (AR) systems with Consumer in most markets.
• Worked closely with Internal/ External clients, Business and Tech teams to understand business requirements and identify the best system solutions including the exploration of viable options and alternatives for delivering reports, dashboards and ad - hoc capabilities to develop value added systems so that it can be leveraged for CSI (Customer Service International) in the future.
• Lead Analyst responsible for requirements gathering. Project Planning using MS Project. Testing at all levels of the System Development Life Cycle. Meeting planning and system documentation.
• Worked closely with Internal/ External clients, Business and Tech teams to understand business requirements and identify the best system solutions including the exploration of viable options and alternatives for delivering reports, dashboards and ad-hoc capabilities to develop value added systems so that it can be leveraged in the future.
• Responsible for gathering all the data necessary for preparation of AMEX Assurance Company (AAC) regulatory financial filings requiring premium allocation by geographical code. Help AAC to prepare certain regulatory financial filings, the total insurance premium for each state needs to be broken out by geographical units (i.e., municipalities, counties).

Responsibilities:

• Business Analyst responsible for requirements gathering. Project Planning using MS Project. Testing at all levels of the System Development Life Cycle. Meeting planning and system documentation.
• Responsible for driving logical Data warehouse and Business Intelligence system solutions which trace back to Business Requirement Document
• Worked closely with Internal/ External clients, Business and Tech teams to understand business requirements and identify the best system solutions including the exploration of viable options and alternatives for delivering reports, dashboards and ad-hoc capabilities to develop value added systems.
• Responsible for development of Functional Specification Document includes the analysis of source system data and the development of source to target mapping documents to define data movement requirements through the Data Warehouse / Business intelligence Architecture.
• Adhere to document standards, SDLC best practices and guidelines laid out in the industry.
• Worked closely with Internal/ External clients, Business and Tech teams to understand business requirements and identify the best system solutions including the exploration of viable options and alternatives for delivering reports, dashboards and ad-hoc capabilities to develop value added systems so that it can be leveraged.

Business Analyst

Confidential, Chandler, AZ

• Requirements gathering and documentation, process modeling, design and documentation
• Identifies and applies appropriate analytical tools and methods
• Designs and executes process, data and organization analyses
• Facilitates teams and participates directly in the implementation of process improvements to enhance operations efficiency, quality and cost
• Performs analytical research. Conducts industry research to identify best practices and benchmarks
• Formulates solutions/alternatives that meet business needs
• Assures the integration of business processes with other divisions and across functional areas
• Deployment lead for deploying business solutions, products and campaigns into the contact center
• Demonstrated strength in executing the requirements gathering process and strong facilitation skills to lead group discussions and elicit requirements in Joint Requirements Planning (JRP) or Joint Application Design (JAD) sessions.
• Ability to capture business process models and diagrams.
• Experience with SharePoint 2008, 2010 as a development platform
• Extensive experience translating business processes into workflows

Confidential, Phoenix, AZ

Oracle Support Consultant/Business Analyst

• Created Business Requirements Documents and use cases internal application implementation work flow, business continuity messaging and other projects
• Administered JAD sessions.
• Provided client support and upgrades on the Oracle e-Business Suite of products utilizing ITIL processes. Requirements gathered, created reports using Oracle Discoverer, OBIEE, and Crystal Reports. Utilized Toad 9.5 and ADP on SCM, INV, Iexpense, CRM and Financials. (AP, AR, GL, FA, PO) Treasury and Workflow administrator project.
• Managed upgrades and implementations through out the lifecycle of the project. Work with end users customers and/or other analysts in identifying and evaluating, Hardware, PBX, and applications and procedures/scripts used in testing the application to ensure end-user requirements are met.

Confidential

Senior Global Support Engineer, Oracle Support Services - Project Manager

• Responsible for evaluating client’s business needs, providing enhancements, assessment and implementation of new processes for Oracle EBS support versions 9 - 12.0.6, on multiple platforms and networks utilizing ITIL processes. Specialized in: Purchasing, Invoicing, creating reports, Discoverer, OBIEE. Benefits, taxes, payroll, HRMS self service, Time and attendance, Iexpense, ISupplier, SCM, INV, Iexpense, CRM and Financials. (AP, AR, GL, FA, PO) and Treasury. HRMS Benefits, payroll, HIPPA, time and attendance.
• Performed project testing using Test Director, Load Runner Wrote scripts such as Remote Diagnostic Agent (RDA).Used Oracle Fusion Middleware
• Created / modified content in Knowledge Management Tools. Delivered formal team training sessions.
• Worked with Java developers, worked on web-based, J2EE applications, creating user manuals, training documents, and presentations.

Confidential, Bedford, NH

Project Manager/ Supply Chain Functional Analyst

• Conducted interviews, assessments to Create and update templates for process for new Oracle implementation
• Provided support, maintenance and configuration of the Oracle eBusiness Suite Version 11i - 12 Supply Chain modules, sales force application, and Seibel utilizing ITIL processes. Concentrated on HRMS Benefits, payroll, HIPAA, time and attendance SCM, INV, Iexpense, CRM and Financials. (AP, AR, GL, FA, PO). Served as first tier support to application end users.
• Supported roll-outs of new upgrades, and worked with power users to prioritize issue resolution and enhancements. Supported new Oracle ERP/Supply Chain initiatives, which included new functionality, Iexpense, ISupplier and Treasury process improvements, or migrating new business units onto the systems. Provide operational and production support for applications with strict adherence to customer SLA’s
• Supported reporting requirements and functionality, including SQL development to extract data.

Confidential, Westport, CT

Operations Manager

• Managed all technical aspects of deploying the Oracle eBusiness suite of software SCM, INV, Iexpense, CRM and Financials. (AP, AR, GL, FA, PO), Oracle Versions 11i - 12.0.4
• Oversaw hardware and communication requirements for systems operation and performance, data base definition, and management, system backup/recovery planning, and systems security configuration. Responsible for measuring and
• Monitoring IT Service performance. Led a team of developers in a manufacturing operation, Oracle Fusion Middleware, OBIEE, Network Administrators, DBA’s, and BA’s. Managed the technology budget.
• Delivered formal team training sessions.
• Worked with Java developers, worked on web-based, J2EE applications, creating user manuals, training documents, and/or presentations.
• Managed large Global EBS implementations and implemented HP Openview for 50,000 end users in 14 countries and 3 offshore development firms. Responsible for trending and forecasting of projected IT Service saturation based on observed Service Capacity.
• Managed the implementation process on how to add/request servers and other hardware.
• Responsible for reporting on the utilization of discrete items like routers, switches, transmission links, servers.

Confidential,Raleigh,NC

Project Manager

• Supervised 100 employees in a matrixed environment
• Responsible for high-level issue resolution and troubleshooting related to system and network issues
• Provide support and direction to staff on system and network issues.
• Experience in handling in customer relationship management (CRM) of complete Sales Force Automation (SFA) functions.
• Experience in SFA tools of Siebel CRM On Demand and Salesforce.com.
• Managed backup recovery of multiple data bases and user rights.
• Established PL/SQL programming standards.
• Created packages, indexes, views, procedures and triggers.
• Applied updates to ERP System and databases
• Financial Background with hands on Experience in SCM GL, AP, AR, Purchasing, Inventory and all modules of oracle EBS Oracle Versions 11i created Oracle XML forms and Reports for MFG, FIN, Discreet MFG, HR plan, manage, and control the flow and storage of goods, service, and related information from the point of origin to the point of consumption in order to meet customer requirements
• Assisted in development of project testing approach utilizing Win Runner, Load Runner and Test Director
• Utilize/create automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues while on all platforms AIX, SUN, Intel networks
• Work closely with Quality Assurance department to review proposed system modifications and fixes to ensure minimal impact to the users and no negative system impact.
• Build a qualified Support Center team through innovative hiring and training techniques.
• Design and implement programs for Support Center staff retention.
• Implemented HP Openview for 28,000 end users in Europe and US.
• Define in-depth metrics to track the productivity of the Support Center; develop system-based reports to gather data.
• Analyze metrics data, identifying productivity, process or system-related issues and resolving these appropriately within the infrastructure of our company.
• Define and develop strategies and processes for IT support in support of business initiatives.

Confidential,Shelton,CT

Business Analyst (Contract)

• Gather requirements through interviews and requirements sessions creating Business Requirements Documents and use cases for computer applications ranging from modifications to new projects including compliance management, outage management, and Data Marts
• Responsible for the training, Hiring, terminating, and growth of 5 direct reports.
• Lead by example and continuously improved moral
• Kept team focused, provided training, evaluations, mid year reviews.
• Provided document feasibility information for projects
• Responsible for evaluating business systems and reported to upper management on findings and improve business process. Instituted SLA’s and performance metrics. Oversaw SCADA uptime and Disaster Recovery.

Confidential, NH

Operations Manager/ Supply Chain Business Analyst

• Create and maintain templates for business requirements gathering and quality analysis activities
• Managed a team of 25 direct reports in a matrix environment, including Business Capacity, Service Capacity and Resource Capacity, interviewing, hiring, training, performance appraisals, and budgeting. Converted operations to a team-based environment, increasing warehouse productivity by 21%. Designed supplier database accessible through the intranet for the disaster recovery team. Installed, configured and implemented 3 IBM 5250 including load balancing, PTF, Business Capacity, Service Capacity and Resource Capacity and software updates.
• Create and maintain UML Use Cases and Systems Requirements Specifications for functional and non-functional requirements
• Facilitate and lead meetings for project specific and cross department issues such as bug reviews, requirements reviews, tollgate reviews, and user trial issues
• Lead by example and continuously improved moral
• Kept team focused, provided training, evaluations, midyear reviews.
• Managed the implementation process on how to add/request servers and other hardware.
• Implemented Oracle, 11i, iSupplier, Iexpense, Treasury, E Business suite (self serve), Oracle SCM, SCM, INV, Iexpense, CRM and Financials. (AP, AR, GL, FA, PO) and HRMS.
• Operational and production support for applications with strict adherence to customer SLA’s.
• Working with project managers to assist with project planning, status reporting utilizing Crystal Reports and identifying and communicating project risks through appropriate channels.
• Responsible for reporting on the utilization of discrete items like routers, switches, transmission links, servers.

Confidential,Scottsdale,AZ

Customer Support Manager/ Supply Chain Business Analyst

• Headed up a team of 15 direct reports.
• Created budget for infrastructure of the IT department. Implemented Disaster Recovery plan, documentation, policies, and procedures for the entire company. Implemented HP Openview and Implemented Goldmine for 25,000 end users. Deployed Oracle, 11i, iSupplier, HRMS, E Business suite (self serve), and Oracle SCM, INV, Iexpense, CRM and Financials. (AP, AR, GL, FA, PO)
• Create and document processes and procedures including project plans
• Lead by example and continuously improved moral
• Kept team focused, provided training, evaluations, midyear reviews.
• Responsible for Onshore and Off shore tech teams and BSA’s

Confidential,Scottsdale,AZ

Business Analyst/ IT Manager / Customer Support Manager

• Managed 12 employees in matrix environment
• Drafted budget proposals, negotiated with other department managers, determined and assessed for additional staff requirements, delegated tasks and responsibilities, identified and resolved conflict issues.
• Supported PMS and POS system for over 15,000 hotels, including training, documentation.
• Managed a (24x7) Help Desk,
• Oversaw the day-to-day client inquiries for designated shift including processing of unassigned queues such as email boxes and system tickets, while e nsuring sufficient coverage of staff for designated shift.
• Research requirements for new versions of six sigma software as client liaison
• Document business rules for clients to aid in business re-engineering
• Create and document processes and procedures including project plans