SUMMARY:

• PMP certified with 10+ years of experience working in a fast - paced environment, utilizing multiple BA and PM tools and methodologies.
• Excellent Communicator: leverages technical and business acumen to communicate effectively with technical and non-technical resources at all levels.
• Demonstrates specialized expertise in driving and participating in mission-critical, enterprise-level projects in a variety of roles; familiar with TPS, Six Sigma and Lean methodologies.
• Focuses on data-driven decision making and exceptionally skilled in data analysis, with high level database development experience.
• Managed and participated in many cross-functional projects (including contracted development) to on-board business units to Interactive Intelligence (ININ), SalesForce (SFDC), InQuira (OKM), and Witness.
• Critical contributor in initiative to move > 1000 retail stores to a virtual environment, including building functional and non-functional requirements, coordinating QA and UAT testing, and finally assisting in the day-to-day deployment process
• Assisted large business unit in redesigning their customer’s web experience that enabled additional self-serve capabilities, while also providing chat, click-to-call, and email options.
• Drove project with a third-party vendor to assess Confidential ’s InQuira/OKM deployment, make recommendations, and drive improvements in an agile environment, resulting in improved agent/customer net promoter scores.
• Participated and implanted tactically the IT strategy to develop Services that could then be consumed by multiple business units, driving down IT costs.
• Led several CRM to KM (Siebel, SalesForce, and ServiceNow) integrations using an out-of-box application (iConnect), as well as a custom-built solution to enable quicker access to content used to resolve customer issues.
• Drove research and implementation of first Confidential Marketing-Sales content management system, enabling agents to access up-to-date content, provide content to customers via URL link, and providing real-time reporting (SFDC CRM Content).

CORE STRENGTHS:

Project Management - SDLC - Change Management - Communication - KPI development - Negotiations Requirements Gathering/Analysis - QA Test Plan/ Test Case Development - Vendor Relations - Use Case/User Story Creation - Process Improvement - Data Mining/Management - Call Center Technology - Training & Development – Technical design review

TECHNICAL SKILLS:

Business Applications: Microsoft Office (Project, Excel, Outlook, Visio, Word, Power Point)

SaaS: SharePoint

Reporting Applications: Splunk, TOAD, Business Objects, OBIEE, MicroStrategy, Qlikview

Knowledgebase Applications: InQuira / Oracle KM, SalesForce KM

Contact Routing: Interactive Intelligence, Avaya

CRM: SalesForce Sales and Service, Siebel, ServiceNow

Remote Desktop Applications: NTR, LogMeIn, BlueJeans

Platforms: CITRIX (Xenapp5 and Xenapp6), Windows, VMware

Call Recording: Witness, Nice

Defect reporting applications: Remedy, HP Quality Center

Application Lifecycle Management: HP ALM, JIRA

Resourcing Applications Planview:

Workflow Applications: QuickBase

Finance Applications: Oracle R12

Languages: SQL, Java, Formulas (Excel and QuickBase), Python (In Training)

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

Business Analyst

Responsibilities:

• Used deep functional process expertise to understand solutions (process and systems) to be implemented and developed the necessary components relevant to my area of focus.
• Developing and documenting as-is process flows, business requirements, proposed solutions, redesigned processes and procedures.
• Business requirements documentation, As-Is and To-Be process documentation and analysis, gap analyses, and key process change identification and documentation
• Querying and analyzing large sets of data
• Building workflow tools to drive more effective use of resources (QuickBase)
• Providing essential reporting regarding key suppliers and requesters
• Developed proprietary SLA real-time dashboard to assist in managing outsourced partner
• Built workflow process finance tools (QuickBase) designed to meet internal and external audit requirements

Confidential, Plano, TX

Business Analyst

Responsibilities:

• Quickly study and understand complex stores’ infrastructure environment
• Analyze 50+ applications and determine what was necessary to run them in a virtual environment
• Working in a hybrid Agile and Waterfall environment, run daily scrums with engineering resources to guide activity leading up to deployment
• Coordinate testing effort with the Testing Center of Excellence, ensuring common understanding of approach to moving to a virtual environment
• Create multiple documents to illustrate data center to stores infrastructure
• Train support staff to ready them for the rollout
• Triage issues and route to the most effective avenue for resolution
• Data analysis to determine most effective approach to upgrading store workstations, including shipment plan to evenly distribute systems
• Received two days of agile training focusing on the scrum methodology, including calculating velocity, writing user stories, guiding daily standups, leading grooming sessions, as well as leading retrospectives.

Confidential, Plano, TX

Staff Business Analyst/PMO/Scrum Master

Responsibilities:

• Managed multiple projects simultaneously; projects were of a variety of sizes and scopes, requiring prioritization of tasks to ensure timely delivery of the highest value deliverables across all in flight projects.
• Facilitated business process design, modeling, and analysis to improve and optimize processes and systems to meet business requirements.
• Performed fit/gap analysis and translated business requirements into systems solutions; developed and gained acceptance for proposed solutions with business cases, which communicated initiatives’ value to senior level technical and business leaders.
• Planned and facilitated user acceptance testing, including preparing test plans, cases and scripts.
• Organized and scheduled production deployments, including war room activities to provide exceptional support directly after deployments
• Defined comprehensive project plans and project charters, including scope, resources, timeline, and roles and responsibilities; managed all facets of the projects, from concept to implementation/maintenance.
• In a scrum master role, assisted a team of engineers as they transitioned from Waterfall to Agile methodology.
• Researched, assessed, and deployed the first content management system for sales and marketing teams. Also, introduced SalesForce (SFDC) CRM content with an excellent response from users.
• Managed many application integrations, including integrating SaaS applications (E.g. SalesForce with InQuira, Interactive Intelligence with Salesforce, Web applications with IT-developed services designed to act as middleware between the web and back office applications). In one case, developed use cases, from to diagrams, functional requirements, and test cases for a ServiceNow to Oracle KM integration.
• Utilized agile methodology to deploy and enhance OOB applications and services.
• Managed a team of business analysts while also performing BA responsibilities.

Confidential, Dallas, TX

Systems Support Agent/Manager, Systems Support

Responsibilities:

• Supervised and provided guidance to call center employees (badged and partner).
• Assessed and documented performance of call center agents and made salary recommendations.
• Scaled the department to as many as 100 agents for peak season each year; provided performance assessments and direction to improve employee performance.
• Defined support strategy to meet the needs of our customers, especially during peak periods.
• Reviewed and approved training programs.
• Designed reports that showed key metrics that could be used to evaluate our performance.