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Lead Business Analyst Resume

Baltimore, MD

SUMMARY:

  • Years of experience providing leadership in Business and Functional Requirement development efforts to effectively in corporate data that the Centers for Confidential requires to support the Medicare Shared Savings Program (Shared Savings Program or SSP) Accountable Care Organizations (ACOs);
  • Manage a team of 8 Business Analysts responsible for the integration of new business, new functionality, structure and protocols that govern data interchange between systems integrating beneficiary, healthcare provider, and healthcare organization data within the Accountable Care Organization - Operational System (ACO-OS) through a Systems Development Life Cycle (SDLC);
  • Agile Experience in project management and training management supporting BI tools on an enterprise scale.
  • Possesses transferable skills and experience to effectively in corporate data the Center for Medicare & Medicaid Innovation (CMMI) with CMS and carry out the in corporation of functionality for innovative health care payment and service delivery models such as the Next Generation ACO (NGACO), the Comprehensive End Stage Renal Disease (ESRD) Care (CEC) model, and others.

HIGHLIGHTS

  • Manage the onboarding of three new CMS/CMMI Programs/Models into the ACO-OS as a POC and lead resource for gathering, validating, analyzing, documenting and developing processes ensuring the unique Business needs are captured for each model.
  • Ensure each program and model follows the CMS eXpedited Life Cycle (XLC) and SDLC for business requirements, and the creation of the project use cases, visual models, requirements specifications, and reports; manage requirement and analysis activities.
  • Manage financial contracted government programs supporting Centers for Confidential (CMS), Homeland Security Solutions (HSS), and Department of Justice (DOJ).
  • Lead the requirement management in gathering, designing feature-based systems, and supporting the Accountable Care Organization - Operational System (ACO-OS) through a Systems Development Life Cycle (SDLC).
  • Twenty plus years of managing and directing operations of support personnel located at the Transportation Security Administration (TSA), the Training Recourse Center (TRC) ensuring staff fully support the program, TRC operations, and business requirements from the client as related to each functional area.
  • Managed the day-to-day operations of two customer contact facilities that support, provided management oversight of Customer Service Centers contract operations.
  • Responsible for understanding the Security and Privacy Requirements when analyzing Change Requests (CRs) and coordinate the identification and handling of Personally Identifiable Information (PII) and Protected Health Information (PHI), with System Security Officers conducting the Security Impact Analysis (SIA) as required by NIST SP rev. 4, CM-4.
  • Proficient in managing and developing use cases; write, edit, and maintain new/revised manuals and technical documentation.
  • Define processes and procedures, helping to reduce costs and improve IT services by embracing best practices to process Change Requests (CR), and Service Requests (SR), utilizing a professional/business approach to service, deliver and support business initiatives.
  • Integrate the data collection and exchange between systems and contractors such as Health Plan Management System (HPMS), the 1-800-Medicare (Next Generation Desktop NGD ), the National Data Warehouse (NDW), the Program Analysis Contractor (PAC), and the Operations Contractor.
  • Onboard the Claims and Claim Line Feed (CCLF) processing and validation of the Comprehensive End Stage Renal Disease (ESRD) Care (CEC) model into the Integrated Care Data and Applications (ICD&A)/ACO-OS).
  • Responsible for managing a team of TSA/TRC training support staff, ensuring program support, client requirement compliance, operational integrity take place.
  • Thirteen years experience with Materials Requirements Planning (MRP) develop production plans and order materials to meet production requirements; forecast future orders for products based demand; create a time-phased purchasing schedule.

TECHNICAL SKILLS:

  • Application Lifecycle Management (HPALM), JIRA Software, MicroStrategy, Cognos; Remedy; IICM; SQLNortel Contact Center- Symposium Call Center Web Client; Nortel Symposium ACD, Genesys VOIP, CTI, VTO IVR, CC: Pulse
  • Web-based Internet Suite; MSDOS, Windows, AS-400, Nortel TM/OTM; Nortel Telephony Management, Meridian Automated Contact Distribution (ACD) System; MS Office Suite; NICE, PCRS;
  • Nortel Call Pilot/Contact Center, CMMI, EVM, ITIL, Cisco experience: WebEx; Voice and Video; TelePresence; Video, Cable, and Content Delivery; Voice and Unified Communications; Service Exchange; Universal Gateways

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, MD

Lead Business Analyst

Roles and Responsibilities

  • Manage the onboarding of three new CMS/CMMI Programs/Models into the ACO-OS as a POC and lead resource for gathering, validating, analyzing, documenting and developing processes ensuring the unique Business needs are captured for each model. Ensure each program and model follows the CMS CMS eXpedited Life Cycle (XLC) and SDLC for business requirements, and the creation of the project use cases, visual models, requirements specifications, and reports; manage requirement and analysis activities.
  • Articulates requirements, recommend process and business flows, develop consent and documents requirement Serves as primary contact with the Subject Matter Experts and the champion of their needs across the software development life cycle.
  • Maintain and report on various project metrics as required.

Qualifications

  • Experience in large software development or data integration projects
  • Work well as a team member in a high-stress, often time sensitive, unpredictable requirement environment
  • Solid oral and written communication skills, with the demonstrated ability to communicate complex technical topics to management and non-technical audiences
  • Able to attend meetings, take notes, and later replicates notes in a high level of detail in order to relay any complex meeting discussions and/or concepts
  • Excellent analytical skills, the ability to integrate information from multiple sources to execute effectively and efficiently in a dynamic environment
  • Strong problem-solving skills and ability to comprehend database methodologies
  • Experience in SDLC testing processes, including the development of test plans, test cases, and execution of testing activities.
  • Healthcare claims, policy and provider experience
  • Experience in consulting to the Centers for Confidential (CMS)

Confidential, Fort Belvoir, VA

Training Evaluator & Test Manager

Responsibilities:

  • Manage the Cooperative Threat reduction Support Center (CTRSC) Training Team’s course requirement and development, training delivery, and direct enterprise initiatives supporting the needs of the Defense Threat Reduction Agency (DTRA).
  • Manage requirement analytics to develop courseware and specialized curriculum; Design/Delivery of Training including:
  • Requirements Lead, Deployment Lead, Training Implementation, Trainer, Coaching skills
  • Courseware and Curriculum development
  • Design/Delivery of Training Subject Matter Expert
  • Adult Learning Principles
  • Technical, Process, & Leadership Course Training Performance Consulting
  • Needs Assessment & Training Matrix development
  • International & Domestic Training IT, Supply Chain, & Finance

Confidential, Washington, DC

Technical Trainer Manager

Responsibilities:

  • Manage requirement development of courseware and specialized curriculum
  • Requirements Lead, Deployment Lead, Training Implementation, Trainer, Coaching skills
  • Supported the Securities and Exchange Commission (SEC) in creating web-based training, classroom, and instructional materials, devices, teaching aids, user guides and technical/troubleshooting manuals.
  • Strong experience in technical writing, training, instructional design, course development, and resource coordination.
  • Excel at collaborating with instructors, managers, and clients to find out training needs.
  • Superior diagnostic, communication, presentation, and technical skills.
  • Microsoft Office Suite Trainer: Word, Outlook, PowerPoint 2003, 2006, 2007, 2010

Confidential, Baltimore, MD

Training Manager

Responsibilities:

  • Manage requirement analytics to develop courseware and specialized curriculum; Design/Delivery of Training including
  • Requirements Lead, Deployment Lead, Training Implementation, Trainer, Coaching skills
  • Managed the Training Team’s requirement and course development, training delivery, and direct enterprise initiatives in support of the needs of the Centers for Medicaid and Medicare Services (CMS) and the National Data Warehouse (NDW) user community.
  • Adopted (ITIL) best practices to process Service Requests (SR), Change Requests (CR) and Trouble Tickets (TT) utilizing well defined processes and procedures, helping to reduce costs; improve IT services; improve customer satisfaction through a more professional/business approach to service delivery; standards, guidance and the improved use of skills and experience for product delivery to each end-user, both external and internal.
  • Business Analytics, Requirements Documentation, Report Specification Document (RSD) technical assistance, Systems Development Life Cycle (SDLC) experience; Online analytical processing experience (OLAP) for business intelligence and data mining. A proven track record of significant improvements in learning processes, productivity, quality, and customer satisfaction while reducing costs, lowering turnover, and maintaining a positive work environment.
  • Business Intelligence (BI) platform curriculum development, application training, rollout and product support; Business-driven methodology and project management experience. Experience in mapping solutions to user requirements - clear vision and planning; Technical writing experience in developing user manuals and technical documentation for new and existing processes/applications.
  • Dynamic leader, strategic thinker and decision-maker with experience in:
  • MicroStrategy and Packer (HP) Quality Center testing and documentation; UAT
  • Reviews current documentation and SOPs for accuracy and performs updates as necessary
  • Executing Test Cases; Defining Test Conditions; Testing Scripts; Functional Test Scripts; Data Validation; Security Test Scripts; User Acceptance Testing (UAT) utilizing sample test data; Documenting the Defects found during UAT;
  • Experience with developing use cases; write, edit, and maintain new/revised manuals and technical documentation.
  • Developing Report Descriptions; Metadata Naming Standards; Attribute and Metric Mapping Conventions
  • Standard Operating Procedures (SOP’s) for complex business processes;
  • Resolving the issues/Bug Fixing; Experience in developing; proactively instituted a challenging training program to ensure user community and the Help Desk staff fulfill operational responsibilities, including data warehouse navigational questions and in-depth reporting knowledge.
  • Work with Testing and Requirements Teams on the re-architecture of the National Data Warehouse database to perform UAT; UAT requirements testing, testing the functional and non-functional selecting valid and invalid inputs to determine the correct output
  • Curriculum development; Design/Delivery of Training ; Subject Matter Expert: IT, Supply Chain, & Finance; Adult Learning Principles
  • Technical, Process, & Leadership Course Training; Performance Consulting; needs Assessment & Training Matrix
  • Conducted moderately to complex problem and audience analysis, able to work with developers, operators, and analysts to gather technical information, design, and write documentation
  • Conceptualized and researched various applications within the Genesys Application Suite, including the in corporation of Interactive Voice Response (IVR) windows based web solutions, to manage calls and service-level data.

Confidential

Helpdesk Operations Manager/Business Analyst

Responsibilities:

  • NDW Helpdesk (HD) Operations Manager
  • Oversaw the daily operations of the NDW Helpdesk customer service center.
  • Manage requirement analytics to develop courseware and specialized curriculum
  • Requirements Lead, Deployment Lead
  • Managed the Training Team’s requirement and course development, Responsible for managing a team to coordinates with business and technology teams, ascertaining system requirements, such as program functions, output requirements, input data acquisition, and system techniques and controls, work flow.
  • Provide the user community with information and reports; analyzes business and technical processes to formulate and develop new and modified the NDW business information processing system to track production and requirements to develop business cases and technical reports.
  • Managed a 24 by 7 customer call center that tracked and resolved tier three issues for a large web enabled software systems. Established milestones and monitored adherence to master plans and schedules, identifies program problems and obtained solutions, such as allocation of resources or changing contractual specifications.
  • Utilized Remedy to track customer problems whether they report them by telephone, Internet, e-mail, in person at the Centers for Medicaid and Medicare Services (CMS) and the National Data Warehouse (NDW).
  • Supported all maintenance and sustainment requirements by providing system support to users, other program support staff and network administrators.
  • Coordinated corrective actions, user queries, and system related trouble/issue responses, including service issues, incidents, and requests for fault/trouble isolation, correction and feedback.
  • Management (eCRM) solutions- using a windows web based web browser such as Nortel Call Pilot - Call Center Software CallPilot Manager; Genesys Suite 7- software suite; Meridian telecom equipment.
  • Using Automated Call Center (ACD) data to forecast and schedule staff volumes; Implements and plans staff support for call centers to provide optimal call flow management, customer service, and employee staffing Using Automated Call Center (ACD) data, forecasts and schedules staff.

Confidential, Arlington, Virginia

Technical Lead

Responsibilities:

  • Project Manager and Planning Operations Associate Manager CSSC Training/Travel Call Center - Technical Lead
  • Manage requirement analytics to develop courseware and specialized curriculum; Design/Delivery of Training including
  • Requirements Lead, Deployment Lead, Training Implementation, Trainer, Coaching skills
  • Managed the Training Team’s requirement and course development, training delivery, and direct enterprise initiatives in support of the needs of the Centers for Medicaid and Medicare Services (CMS) and the National Data Warehouse (NDW) user community.
  • Supervised a full range of services including call center operations, enterprise IT management, systems support, program management and engineering, and information assurance.
  • Developed information on budget status, workforce level requirements, and equipment availability needs.
  • Determined customer requirements and translated these requirements into organizational plans.
  • Responsible for the cost, scheduling and technical performance of labor and technical call center operations.
  • Accountable for coordinating employee recruitment, the selection and training of staff, completing performance assessments.
  • Directed operations, programs within scope of responsibility from inception through completion.
  • Coordinated the preparation of proposals, business plans, proposal work statements and specifications, operating budgets and financial terms/conditions of contract within functional area.
  • Directed the work of employees assigned to the program from technical, manufacturing and administrative areas.
  • Provide direction to CSSC Assistant Deputy Director on Implements and plans staff support for call centers to provide optimal call flow management, customer service.
  • Transportation Security Administration (TSA), Training Recourse Center (TRC) Operations Manager
  • Managed and directed operations of support personnel located at the Transportation Security Administration (TSA), the Training Recourse Center (TRC) ensuring staff fully support the program, TRC operations, and business requirements from the client as related to each functional area.
  • Responsible for managing a team of TSA/TRC training support staff, ensuring program support, client requirement compliance, operational integrity take place.
  • Managed the day-to-day operations of two customer contact facilities that support, provided management oversight of Customer Service Centers contract operations.

Confidential, Annapolis Junction, Maryland

Manager, Customer Care

Responsibilities:

  • Oversaw the daily operations of the customer care department consisting of eight employees responsible for collections and customer support.
  • Worked with department supervisors and Confidential ’s corporate management to provide information on quality assurance procedures, sales, progress reports, financial data, new action items, and telephone system requirements and recommendations.
  • NICE Back Office Suite providing integrated solutions by capturing employee desktop activity.
  • Management of Nortel Call Pilot - Call Center Software CallPilot Manager; Meridian telecom equipment.

Confidential, Rockville, MD

Contact Center Operations Manager

Responsibilities:

  • Manage requirement analytics to develop courseware and specialized curriculum
  • Requirements Lead, Deployment Lead, Training Implementation, Trainer, Coaching skills
  • Managed the Training Team’s requirement and course development, training delivery, and direct enterprise initiatives in support of the needs of the Centers for Medicaid and Medicare Services (CMS) and the National Data Warehouse (NDW) user community.
  • Managed the day-to-day operations of two customer contact facilities that support Aspen-run clearinghouses for the Office of Justice Programs and the U.S. Department of Justice.
  • Provided management oversight of Customer Service Centers contract operations, including financial management for contracts valued at over $10 million, budget development and monitoring, production and submission of monthly financial and progress reports, and quality assurance for all project deliverables.
  • Served as liaison between government agencies, customer service centers, and Aspen’s corporate management
  • Worked with systems staff to develop databases and Web sites that streamlined workflow and procedures.
  • Project Director, Office of Justice Programs (OJP), Office of Comptroller Customer Service Center
  • Oversaw the daily operations of the customer service center.
  • Supervised a staff responsible for providing the public with direct access to financial information and assistance regarding specific government grants, financial reports, forms, and publications.
  • Established and implemented surveys, research questions, and customized responses.
  • Project Manager, U.S. Department of Justice, Department of Justice Response Center
  • Managed the customer service operations of the customer contact facility for the U.S. Department of Justice, supervised a staff of nine employees and trained staff accordingly.
  • Developed and implemented process improvements and quality control procedures to ensure that the response center met National Performance Review standards; Worked in conjunction with communications staff to create products and develop publications relevant to center operations.
  • Networking/Dissemination Planning Manager
  • Oversaw and managed outreach programs for the dissemination of information via e-mail and direct mail.
  • Maintained customer mail lists; established customer databases with customized information ensuring that specific client requirements were met; created filters for specific mail list requests; and developed programs for automated list clean-up.
  • Ensured that targeted e-mail averaged a five to 20 percent response rate and affirmed a minimum of two to three percent return on hard copy material; Coordinated and supervised budget development, tracking, and quality control.

Confidential, Lanham, MD

Customer Service Manager

Responsibilities:

  • Managed a staff of 20 customer service, order entry, and sales representatives receiving more than 3,000 calls per month.
  • Coordinated tradeshow activities and developed marketing strategies, logistics, and training. Managed a customer sales budget of $3 million in income for key accounts; acted as contract coordinator for academic and consortium acquisitions; and negotiated terms and special offers to major customers, including Baker and Taylor Books, Barnes and Noble Distribution, the National Technical Information Service (NTIS), and the INGRAM Book Group.
  • Sales/Customer Service Manager - Library Services/Distribution
  • Supervised, trained, and monitored a staff of 11 customer service and sales representatives.
  • Designed and implemented sales plans and telemarketing campaigns to libraries and other key accounts nationwide, and sales budget of $2.5 million for major accounts; attended trade shows and exhibits; established and maintained the annual trade show budget of $65,000; and conducted performance reviews.
  • Sales Manager/Team Leader
  • Supervised a sales team of four employees; developed and managed the resale customer sales budget of nearly $1 million; analyzed monthly sales figures; developed a sales plan for each major title.
  • Performed telephone sales as well as site visits to promote new products and services; established a sales profile and sales strategy for targeted geographic areas; designed market research programs
  • Senior Sales Specialist
  • Formulated and managed the annual resale customer sales budget of $750,000; determined the marketability of new products; and conducted market research and identified target markets.
  • Examined sales leads and recruited new customers through telemarketing efforts and site visits. Analyzed orders, returns, and direct mail results to determine methods for increasing income and profits; Represented the company at trade shows and developed and maintained the annual trade show budget of $55,000.
  • Publications Specialist
  • Materials Requirements Planning (MRP) production plans for ordering materials to meet the publishing and production schedule/requirements. Used a Procurement system to forecast future order requirements/quantities for products based on projected customer demand.
  • Combine estimated future-orders data to ensure phased product delivery orders are met.
  • Managed the overall operation, purchasing, and distribution duties for more than 8,000 publications.
  • Liaison between international clients and management, creative staff, and customer relations representatives; formulated inventory schedules, purchased books and electronic media products.

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