Confident technologist recognized as a trusted subject matter expert in managing universally challenging business and technical project stakeholder concerns through all phases of new or legacy product development and implementation.

Known for

• Remaining calm in difficult or time-sensitive situations
• Identifying quality service gaps and maintaining ownership until properly addressed
• Developing new or repairing existing key stakeholder relationships
• Critical thinking in examining key cause-and-effect functional relationships

Core Competencies

• 8+ years project management leadership
• Short- and long-term
• Varied complexity and size
• Full Software Development Life Cycle
• Web-based products
• Iterative methodologies
• For-profit and non-profit sectors
• Technical Writing/Business Analysis
• On-line user documentation
• Software requirements specifications
• Use cases
• Process flow charting (Visio)
• Flat prototyping
• Product implementations
• User acceptance testing lead
• Customer/staff trainer
• Screencast production (Camtasia)
• Application support - software/hardware
• Knowledgeable of remote support tools
• Social media marketing & community management
• SharePoint Administration
• CRM database management (Raiser's Edge for non-profits)
• Coaching staff/change leader
• Distributed workforce experience
• Global and small business experience
• Call center experience
• POS (Point of Sale) support experience

Confidential
Applications Analyst
Active Network, Carmel, IN 2011-2012
This organization is a leader in online registration and event management software.

• Direct technical support to customers of global small business management software systems (Golf & Resorts). Researched and resolved issues in cooperation with client stakeholders and internal technical/sales staff.
• Built strong working relationships with distributed team members (U.S., Canada, China) in a rapidly growing company to secure quick and accurate solutions for customers. Expanded responsibilities to include support for additional client products beyond original assignments. Relieved workload pressures experienced by teammates and directly contributed to high customer satisfaction scores for the business unit.

• Business Analyst responsibilities for Web-based software applications development. Worked closely with developers and customers through iterative implementation of new products. Served on internal Windows SharePoint Services 3.0 implementation team and acted as Administrator; designed and managed training processes/materials. Authored popular and extensive user assistance documents for member website. Participated in various social media initiatives and acted as community manager for member forums.
• Increased product sales by 15% annually as the result of filling the gap for on-site sales services. Closed the sale and coordinated product implementation with technical staff. Created sales and educational presentations for Chief Technology Officer for regional and international seminars.
• Led redesign of key customer products (Club Locator and Member Management) in preparation for simultaneous mission-critical redesign of the public website and master database conversion. Created a technical support knowledge base (wiki).

Contract Consultant
Confidential, 2007-2008
Indianapolis/Carmel, IN
Served as Market Pricing Analyst (Midwest ISO) and Data Analyst (Crowe).

• Regional Transmission Organization (wholesale electrical power) Market Pricing Analyst/Auditor. Utilized custom tools and various data sources to analyze disputes and resettlements. Verified complex calculations for production costs to confirm Market Participants received accurate awards during resettlement. Exceeded customer expectations by completing a nine month project four months early and under budget. Quickly learned and applied industry-specific business rules in order to personally audit over 1200 business unit transactions/coached and trained other team members to do the same. Met all critical project deadlines while remaining flexible to frequently changing client processes.
• Performance/Healthcare Department (accounting firm) Data Analyst/Process Leader. Prepared hospital financial data for installation of revenue cycle analytics software; produced work papers for auditing purposes; and prepared documentation for project kickoff meetings. Created and maintained an urgently needed consolidated project status tracking tool. This provided management with an effective project dashboard at a time of extreme staff deadline pressures.

Business Analyst
Confidential, 2006-2007
Indianapolis, IN
This is a software and services cooperative providing information management tools to advance the mission and ministries of faith-based organizations.

• Produced software requirement specifications for the redesign of Web-based constituent management software (CRM). Led focus group sessions and stakeholder meetings (both virtual and live meetings). Performed gap analysis of Web-based product and new program functionality to identify any potential areas of concern for clients. Created flat prototypes and process diagrams. Authored user assistance documentation.
• Applied competitive research and industry knowledge for the successful roll-out of the project's first phase. Led user acceptance testing and client training sessions upon implementation.

Data Analyst
Confidential, 2001-2006
Indianapolis, IN

• Manager of all data and technology services for the organization. Created complex database queries and designed custom reports to include financial as well as development reports using Raiser's Edge, spreadsheets, and Crystal Reports. Participated in internal audit activities. Created and maintained policies and procedures and fund guidelines. Managed 300+ restricted/unrestricted funds. Conducted extensive database research. Supervised all gift processing staff. Managed annual fundraising campaigns and all direct mail campaigns. Supported special event management projects.
• Led a successful database conversion team for Raiser's Edge constituent management software (CRM); completed internal audit following change in leadership. Built important constituent relationships within the hospital system that facilitated the success of many projects.

Education

• Digital Workflow - Marketing and New Media
• Certificate of Applied Science
• Business Administration
• Associate in Science

Affiliations

Toastmasters International - Competent Communicator
iCouldBe.org - youth college/career mentor
IndyReads - adult literacy tutor
Literacy Volunteers of America, Inc. - adult literacy tutor/trainer