SUMMARY:

IT professional with 22 years of experience providing technology and telephony solutions that meet demanding time restraints and exceed expectations. Expertly developed scalable solutions that improve efficiency, productivity, and profitability. Demonstrated ability to define and map project scope, specifications, project timeline, resources, and budget requirements from planning through execution. Adept at identifying, assessing, and managing risks. Extensive experience documenting Business Requirement Documents for Consumer marketing or product management experience in the consumer or financial services industry including: familiarity with Healthcare, Banking, Auto and Insurance Policies and Procedures.

AREAS OF EXPERTISE:

• Requirement Gathering and Documentation
• Artificial Intelligence
• CRM
• ICM
• Data, System and Business Analysis
• Gap Analysis
• Use Case Diagrams
• JIRA
• Collaboration Diagrams
• JAD sessions
• Business Requirements
• System Requirements
• Technical Writing
• Confidential Dialog Designer
• Siebel Applications
• Data Analysis
• BPMN
• IVR Design and CTI testing

TECHNOLOGY AND APPLICATIONS:

• CTI
• IVR
• VOIP
• Oracle
• Genesys
• Nuance
• Python
• NICE
• Peoplesoft
• DB2
• Siebel 99.5
• EAI XML Adapters Siebel EAI Adapter
• EAI Value Map
• Arbor OM
• MS Project
• Visio
• Advanced Microsoft Office Suite
• MS SQL Microsoft IIS 5.0
• MVS
• HTTP
• Perl
• C/shell script
• MySQL
• Arbor/BP API
• ISAPI
• SQL Server 7
• Siebel eScript
• Siebel Server
• Siebel Workflow Manager 6.0

PROFESSIONAL EXPERIENCE:

Confidential

Senior Business/Solution Analyst, Austin, TX

Responsibilities:

• Lead BSA for enterprise migration project involving Cisco and Confidential platforms for contact center technologies
• Experience with telecom and contact center implementations, including, but not limited to, Cisco Intelligent Contact Management (ICM) and Intelligent Voice Response (IVR), ePhone / Softphone, Aceyus and Confidential Call Distribution (ACD) systems
• Thorough understanding of business process and systems flows, and ability work within a global team to consider implications to current and future state business environment
• Assist in evaluating critical issues that occur in the existing systems, communicate with business users and help determine solutions that enable a more stable environment for our business partners
• Gather and define business requirements for strategic programs, and translate requirements into best - practice solutions
• Identify and document current state process, system, and data flows
• Define future state requirements and perform gap analysis to provide solution recommendations
• Utilize the Agile methodology to partner with the Application Development team to translate requirements into solutions
• Coordinate with Services organizations to define and develop business process and system changes, and drive ownership to stakeholder groups
• Develop comprehensive process scenarios and track progress. Drive issue resolution during business validation in User Acceptance Testing and production readiness.
• Coordinate business readiness activities, including communication, end-user and access, data conversion, and cutover strategy
• Ensure compliance with internal controls and governance
• Define transition / plan for hand-off to appropriate production support groups
• Work within established Agile project management methodology to manage relationship between IT and Services with regards to scope, deliverables, and timing to support efficient portfolio delivery

Confidential

Senior Solution/Business Analyst, Irving, TX

Responsibilities:

• Responsible for alignment between business needs and change solutions
• Support of strategic analysis and identify business transformation actions and design tactics that deliver the business objectives and IT process
• Investigate business systems from a holistic view of the situation
• Elaborate requirements in support of business users, during evolutionary system development
• Requirements methodologies includes OSCAR, CSTWOE and STROBE approaches
• Support of senior leadership for implementing Machine Learning & Artificial Intelligence capabilities to improve Omni-channel customer experiences
• Developed use cases, test scripts and requirements for Drivewise, Amelia Virtual Assistance and Amazon LEX
• Support emerging technology business, technology and digital strategy projects with focus on how digital, AI, Automation and related emerging technologies / techniques impact optimal business designs
• Strategy development, emerging technology ecosystem and industry trends related to business design, digitization and AI / automation / emerging technology advancements
• Use Deep Learning to push forward the state-of-the-art in quality text and image processing for machine learning models
• Use Deep Learning to optimize large-scale machine learning algorithms
• Worked with Data Scientists to design algorithms that combine human stylist & machine workers to train high quality ML models
• Use deep recurrent neural network (RNN) to improve forecasting
• Create methods to identify trending and utilize customer feedback, social media and other third party implicit data to refine planning, marketing, inventory management decisions and customer recommendations.
• Provide technical mentorship to data scientists and guide technical thinking.
• Collaborate closely with technologists and business stakeholders to integrate models to production ready state using agile DEVOPs methodologies.

Confidential

Technical Project Manager/Requirement Analyst, Des Monies, IA

Responsibilities:

• Ensure compliance requirements are met for Line of Business and standardize processes for NICE call recording and evaluation
• Led and implemented complex projects and Global team - migrated risks, managed requirements, and worked with project stakeholders
• Conduct Best Practices on finance application flow for Loan Management
• Managed Loan Manage System interfaces used to capture and manage Customer Information, Product demands, Sales Orders/Invoices, Product deliveries, and Payments
• Assist developers with tech documents
• Assist in the revisioning of Customer Account Data for ACH ePayments
• Provide assistance and guidance to the current team responsible for maintaining the configuration of all the Genesys environments
• Modifies Genesys system configuration based on business requirements and other factors.
• Isolate, reproduce and resolving problems using available systems and tools, and investigate potential workarounds for verified defects
• Deliver product and related technical /mentoring to other Technical Support staff and ensure that ‘knowledge transfer’ sessions are conducted
• Interface with and monitor the activities of Tier 3 Support Level, where the problem cannot be resolved at the Tier 2 Support level
• Assist and provide timely and clear communication regarding application issues and remediation efforts
• Provide guidance in planning and performing deployment of new contact center technologies and upgrades
• Coordinates and manages planned system maintenance and change control process.
• Facilitate business process mapping and business stakeholder sessions with client and Off- shore team
• Write requirements in the form of user stories
• Ensures stories and acceptance criteria are appropriately defined & documented
• Maintains healthy product backlog for Loan Management System
• Works with Product Owner to address any conflicting business needs
• Documents detailed functional requirements, business rules, and reviews test cases
• Documents detailed non-functional requirement
• Identifies dependencies on other teams and collaborates and communicates timely and effectively

Confidential

Senior Business Systems Analyst, Pittsburg, PA

Responsibilities:

• Responsibilities includes IVR Experience Improvements for approved one-time discretionary enhancements to drive business value benefit including Business Banking IVR improvements, and several other smaller initiatives. Primarily focused to improve customer experience within self-servicing for retail call center telephone banking system. Discretionary IVR enhancements to improve the customer experience, operational efficiencies, and increase revenue opportunity by means of deposit accounts and implementing scope.
• IVR Foundational work for ongoing nondiscretionary work that is the cost of doing business/maintaining an IVR, which includes multiple initiatives such as IVR Tuning, and Authentication Strengthening, among others. Focused to improve customer experience within self-servicing for retail call center telephone banking system.
• Identify and analyze business problems and defines the scope of activities required to address the issues, including deposits workflows, requirement definition, process review, impact assessment and operational streamlining where appropriate.
• Involvement in all aspects of projects, including documentation of project needs, analysis/research of needs and possible solutions, identifying technology and business solutions, gathering, documenting and updating business requirements, reviewing workflow process mapping, developing business testing strategies and working with project members to execute the test plan, recommending preferred solutions, and implementing recommendations.
• Manages project documentation (implementation plan, issues log, process maps, etc.) and documents process flows and gaps.
• Assess, research, analyze and document sponsor/stakeholder needs.
• Supports the Project Manager in planning, executing, controlling and closing phases.
• Develop and maintain strong relationship with business partners and internal/external team members.
• Identify issues and escalates/manages resolution as required.
• Coordinates and provides support to the business with the process implementation. Perform other duties as assigned:
• Banking or Credit Card industry experience background with contact center experience
• Scope and transform Business Banking systems and investment line of business

Confidential

Responsibilities:

• Work focused on delivery of a new IVR system for Direct Deposit Accounts and Transactions
• Conduct requirement gathering sessions with business contacts.
• Document business requirements, functional/non-functional requirements, use cases and call flows.
• Assist with user’s acceptance testing.
• Employs traceability of requirements
• Ensures sign-off and baseline of requirements
• Anticipates and actively resolves problems and issues with requirements.
• Analyzes and communicates impacts to a project’s business case and identifies areas of requirements risks

Confidential

Business Systems Analyst, Dallas, TX

Responsibilities:

• Support all projects supporting the Contact Center Transformation Program
• Initiate the discovery process to gather and document Confidential Global Contact Center Services Infrastructures Model Contact Centers “AS-IS” environment in preparation to identify future requirements.
• Contact Center functionality includes: inbound and outbound call flows, Voice Portals, IVRs, reporting/analytics and call recording, deliver customer experiences across different media types, increases agent productivity and leverage under-utilized skill sets, provides in-depth insights into interaction reporting and analytics across all channels, provides powerful simple-to-use tools to expedite reallocation of contact center resources, increases customer access to self-service options over any media, precisely aligns customer needs with agent abilities and data resources.

Confidential

Business Analyst, Bloomington, IL

Responsibilities:

• Collaborated to develop functional requirements.
• Developed process maps to identify fit/gaps between Cisco and * Confidential w/in IVR product / Integrated Future State Self Service processes.
• Call Flow design through Confidential Dialog Designer
• Grammar development and testing
• Designed Call Flow and Business Processes for SF Line of Businesses.
• Ensured adherence and coordination with the program standards and processes.
• Liaised with end-users and IT project team to gather business requirements.
• Conducted business process analysis interviews with senior managers.
• Delivered and enhanced IVR, NLP and other telephony systems to our customers, agents and contact centers.
• Built and implemented Telephony routing/inbound/outbound processes.
• Designed IVR and solved routing and user experience issues within a call structure

Confidential

Senior Business Analyst, Dallas, TX

Responsibilities:

• Assist with data mapping for Health Insurance portals such as HMO, PPO, POS, Group, Individual, Medicare, Medicaid and Dental
• Ensure BCBS application meets HIPAA transactions and code set standards
• Assist with the IVR management for HMO rules various Benefit Categories and Treatment Locations
• Help in the development of Medicare Supplemental type VUI for Eligibility navigation
• Nuance speech engines (ASR/TTS) and tools with an emphasis on Nuance OSR
• Nuance Reporting and tuning
• Grammar Builder and V-Optimizer
• Write SQL Queries for IVR reporting
• Nuance MRCP (SWMS or Nuance Speech Server) and Licensing components
• Voice Biometrics and Nuance Speech Secure and Verifier 4.0
• Implementing Natural Language applications and tools for Health Reimbursement Account (HRA), Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Dictionary creation for ASR/TTS
• Measuring and reporting on business-level KPIs
• Design Call Flow with Confidential Dialog Designer
• Optimized Design Process for Consumer Market IVR UI and evaluated perspectives to generate documents for all stakeholders.
• Implemented reviews of design via prototyping.
• Facilitated best practices and streamlined call flow design.
• Accelerated interface development for QA test automation and code generation.
• Developed speech applications using Nuance Application Studio (NAS).
• Reviewed requirement documents with developers working directly with call flow, prompt and/or grammar elements.
• Created and defined application structure with call flows

Confidential

Business Systems Analyst, Lakeview, TX

Responsibilities:

• Assist development team with management of cash flow related to ADV balance and Direct Deposit
• Assist in the creation of manual payment functionality; new transaction codes; new statement descriptions
• Create a differentiated experience for first time users
• Assist in the revisioning of Payment Plan eligibility requirements
• Support activities required for management reporting and analysis
• Liaised with business units, technology teams and supported teams to assess business problems with automated systems.
• Participated in JAD sessions and conducted project meetings.
• Created Use Cases using tabling approach and paragraph form for deposit accounts
• Conducted walkthroughs of project deliverables - use cases, context diagram, detail functional diagram, eliciting /leading requirements interviews, flowcharting, developing business/functional/user process models, developed signoffs for business/functional program specifications.
• Gather Business Requirements for Siebel EAI and Oracle
• Write SQL Queries for IVR reporting
• Developed and validated test plans and scripts for IVR and CTI with QA and UAT
• Grammar Builder and V-Optimizer
• Grammar development and testing
• Measuring and reporting on business-level KPIs
• Developed Business Requirements and Functional System Design documents.
• Evaluated current processes and recommended new e-commerce solutions that reduced costs.
• Worked with senior management, Stakeholders and Functions supporting multiple projects.
• Supported technical and testing groups in root cause analysis of system defects

Confidential

Business Analyst / Case Developer, Coppell, TX

Responsibilities:

• Developed Business Requirements and Functional System Design documents.
• Created test cases and test scripts for Flexible Spending Account (FSA), Health Savings Account and (HSA) Health Reimbursement Account (HRA) programs.
• Created Use Cases using Activity Diagrams
• Conducted requirements analysis and verification.
• Defined core application requirements in JAD sessions with Regional Directors and technical staff.
• Managed requirements traceability information and track requirements status throughout the project effort.
• Assisted Product Manager in overseeing application development.
• Had oversight of Technical Development team.
• Assisted Technical Development team and Quality Assurance team in writing test cases.
• Implemented ways to reuse requirements methods, tools, or processes across projects

Confidential

Business Systems Analyst, Dallas, TX

Responsibilities:

• Provide updates to existing design documentation for Genesys platform- addenda to our client’s technical documentation (including, but not limited to: Tech Design Spec, As-Built or Run Book), and/or delivery of net-new design documentation for new features
• Assist and provide timely and clear communication regarding application issues and remediation efforts
• Provide guidance in planning and performing deployment of new contact center technologies and upgrades.
• Coordinates and manages planned system maintenance and change control process
• Created Use Cases using tabling approach and paragraph form. Diagrams used include: Use Case, Sequence, Collaboration and Activity (swim lane form).
• Gather Business Requirements for Siebel EAI process flows
• Conducted walkthroughs of project deliverables - use cases, context diagram, detail functional diagram, eliciting /leading requirements interviews, flowcharting, developing business/functional/user process models, developed signoffs for business/functional program specifications, and trained/mentored junior level analysts
• Conducted JAD sessions for product kickoffs.
• Conducted user on various software enhancements, or implementations.
• Performed GAP analysis of business rules, business and system process flows.
• Facilitated post implementation review sessions.
• Documented technical requirements.
• Documented business requirements and system functional specifications.
• Write SQL Queries for reporting system and user performance
• Developed and implemented Test plans for the curriculum program assigned

Confidential, Dallas, TX

Siebel/Arbor Business Analyst

Responsibilities:

• Provided problem domain testing for Siebel EAI project which involved: providing data conduits between Siebel, Magma, and Arbor/BP for Vitria connectivity; modifying user interfaces, database schemas, and custom validation code.
• Assisted with the design of the physical channel architecture for Vitria and Siebel connectivity.
• Designed EAI Information requirements for Business Objects, Instances, Components and Integration Messages needed for integration with Siebel and Vitria using Siebel Tools, EAI Adapters, EAI XML Converter, Siebel XML, Siebel Web Engine, HTTP adapter, and Siebel DTD for hierarchical structure.
• Performed data manipulations on Order, Master Account, Account Creation & Update, Master Contact & Location along with Automaton Servers events from Siebel Models.
• Ensured all RDBMS were compatible with Siebel Database and verified file system for storing customer business data.
• Managed business data servers.
• Defined Siebel workflow and processes, volume database interaction and data synchronization and replication to support thin client environment. EAI process design, compile and document project tools.
• Designed data model for Enterprise Digital Subscriber Line (eDSL) promotions for Reseller customers.
• Analyzed and implemented best practice methods for Siebel and Arbor/BP configuration solution