SUMMARY

Over 16 years of consulting experience with various telecom/wireless companies nationally and internationally. Assisted clients with a wide range of ideas, insights, and best practices to craft focused, practical solutions in the areas of billing software, (ICOMS and CSG), business management, process analysis, gap analysis, document design, training, testing, writing RFI/RFPs, organization transformation, auditing, improved quality, customer support, customer experience, and new product development. Client list includes multiple Fortune 500 companies across the Telecommunications field. Additional work experiences within the medical field, airlines, outdoor education, travel and hospitality industries. Adept at working within a team, skilled building customer relationships, making decisions, problem solving, communication, organization, planning, training and onboarding processes.

TECHNICAL SKILLS

Technologies: ICOMS Billing System, CSG Billing System, Microsoft Suite (Office, SharePoint), Workload Management System (WMS) Reporting, Unified Intake, UAT

Applications: ICOMS, CSG

PROFESSIONAL EXPERIENCE

Confidential

Business Analyst

Responsibilities:

• Outlined changes in training within corporations over a 20 - year span and compared for analytics to offer Hitachi insight to potential changes in sales and software offers within artificial intelligence.
• Interviewed and identified gap analysis for a client’s multiple businesses to export information to the cloud
• Integration analyst for KMS system (knowledge transfer) to Gateway product (designed as a Customer Service Representative support application)
• Worked with Gateway and E-Commerce Solution Architecture teams.
• Assisted on a global connected car communications project by:
• Developed RFI and RFP and established criteria for vendor selection
• Assisted in development of business requirements and functional requirements
• Maintained action items list to completed status
• Coordinated vendor relationships with tax vendor and accounting vendor
• Worked on customer satisfaction project around anyalysis of process performance
• Documented root causes and failures
• Determined gap to meet Customer’s expectations
• Addressed short- and long-term solutions with As Is and To Be preferences
• Change management recommendations and observations
• Setup team surveys through SurveyMonkey for Sales, Inquiry and AOM
• Worked with Gateway team as a SR. BA writing BRD’s, attending JAD sessions and tracking all projects occurring within the company.
• Defined and summarized existing projects with potential impact to a Gateway project.
• Identified key missing pieces of information within intake process required to complete evaluations.
• Assisted client with an enterprise wide MVNO (Mobile Virtual Network Operator) integration project.
• Worked with Gateway project as a SR. BA writing BRD’s, attending JAD sessions and tracking all projects within the company.
• Designed and documented business processes in wireless project (PowerPoint, Visio).
• Documented technical and IT requirements for wireless project.
• Researched various wireless service vendors and summarized offerings and capabilities.
• Drafted RFI (request for information) and RFP (request for proposal) documentation.
• Coordinated vendor meetings and presentations.
• Developed evaluation process to review and score vendor submissions.
• Researched and discovery of wireless vendors, offerings and capabilities.
• Evaluated and documented current testing groups for major MSO.
• Developed new testing plan and steps to implement with existing departments.
• Coordinated with client staff to discover current state within Collections and Credit area.
• Provided and presented support updates to client management on a consistent basis.
• Acted as a liaison between client IT Billing Support and Project Management.
• Developed gap analysis documentation to create efficient solutions.
• Worked with third party vendor to suggest necessary data cleanup and data migration needs.
• Assisted in development and setup of new testing environment.
• Assisted in documentation and development of instructional training manuals

Confidential

Senior Business Analyst

Responsibilities:

• Conversion from ICOMS to CSG billing system
• Worked with client and identified functional requirements for As and To Be states
• Writing documentation of current inhouse applications
• Provided SME-level experience with ICOMS gap analysis to help identify possible causes of data conversion issues
• Visio documentation of existing workflows and application processes
• Developed future audit and testing plan including team size, room layout and pre training plan
• Developed audit and test plan with client team members
• Visited with client sites for evaluation of retail, front counter, dispatch and warehouse processes

Confidential

Senior Business Analyst

Responsibilities:

• Attended project planning meetings with client development groups to define needs and goals
• Conducted audit of CSG to ICS data for 6,000+ customer conversion from billing platforms CSG to ICOMS
• Tracked Audit issues within Smartsheet application through the process of identification to resolution
• Worked on User Acceptance Testing (UAT) issues through identification to resolution
• Provided SME-level experience with ICOMS to help identify possible root causes of data conversion issues found in the audit and UAT process.
• Cost analysis of dispatch department
• Reviewed Commercial accounts to identify gaps and potential issues

Confidential

Senior Business Analyst

Responsibilities:

• Composed technical documentation for the existing in-house applications and the defined future impact of new software version implementation.
• Interacted with both external customers and internal resources and led definition of business needs.
• Gathered requirements for existing in-house applications.
• Translated business needs into clear and concise functional and/or technical requirements and solution definitions.
• Created clearly defined design and configuration definition documents.
• Interacted with client; defined solution strategy which included architectural, functional and operational strategies with other vendors.
• Evaluated and resolved issues related to the requirements throughout the project lifecycle.
• Led reviews with the client as well as internal groups for the project technical deliverables.
• Collaborated with Developers to create defined design documents.
• Performed high level design and development work for applications.
• Facilitated working sessions with clients to review and assess process improvement opportunities.

Confidential

Service Deployment Engineer

Responsibilities:

• Supported video set-top project for hospitality network
• Developed, tested and implemented new set-top with integrated guide
• Incorporated into the video platform and the ICOMS subscriber management system which included interfaces, testing and support which lead to documentation of operational processes for deployment.
• Assisted lab in provisioning Cisco and Moto boxes as needed.
• Coordinated team deliverable for assigned projects as well as resources within the Video Engineering Group
• Acted as Video Engineering Liaison between field and corporate teams for assigned projects.
• Collaborated with other departmental teams to install, test and document requirements as well as operational processes of new set top.
• Evaluated channel map, services and standardization process for Recommendation Engine Project.
• Ran interfaces that reported Nightlies and PPV uploads daily.
• Wrote training materials

Technologies: ICOMS, Word, Excel