SUMMARY

• Sr. Accomplished and technically minded professional with stellar experience in analyzing strategic business needs and plans for growth and enhancing the quality of IT products and services.
• Solid track history of success in business needs assessment, functional specification development, data retrieval, mitigating risk, and business processes evaluation.
• Recognized for the successful delivery of complex strategic IT initiatives, implementation, migration and business process optimization.
• Well - versed in orchestrating business components to deploy complex business processes.
• Strong communication skills, able to build relationships and manage competing demands that resulted in achieving goals.

PROFESSIONAL EXPERIENCE

Confidential

Sr. IT Business Analyst

Responsibilities:

• Supported in the design and solutioning of a cloud-native data processing application using AWS Lambda within our VPC (Virtual Private Cloud)
• Assist in setting up AWS CloudWatch events to trigger the lambda functions at specific times to run.
• Participated in writing and maintaining documentation on applications and system architectures using BRDs and QC to document test cases as needed.
• Design and manage process flows using UMLs of recovery procedures for several Mission Critical Applications, Application services and Infrastructure Applications.
• Contribute to daily stand up with updates and status of project in order to meet project schedules SLA.
• Used SQL to query data from multiple tables from various databases to retrieve valuable needed information for data gathering
• Actively participate in the Disaster recovery simulation for all mission Critical applications to determine a reasonable RTO & RPO in time of disaster.
• Validate sequencing diagram with roll call of applications and infrastructure during check out and activation task during DR simulation.
• Assist PM with change management control to mediate delays within Project scope and follow up on timely management sign offs to change.
• Properly maintain Project Acton logs and project scorecards as needed to track progress and immediately address any issues.
• Develop and execute an overall project schedule, including tasks, duration, dependencies, and resource assignments using Agile methodology.
• Resolve issues in a timely manner and escalate if need be to stakeholders and sponsor to ensure the project's success.
• Deliver active functional support to project manager in leading change management process to mediate delays within the project.
• Facilitates sprint planning sessions and daily standup meetings. Ensure that user stories are sufficiently groomed and contain acceptance criteria using Jira.
• Defining and managing timelines for the deliverables in coordination with the development team and the related stakeholders.

Confidential

Sr. Business Systems Analyst

Responsibilities:

• Gather and develop business requirements for various projects and systems from initial phase to final implementation, assuring requirements meet standards.
• Interact with users, Product Owners, and vendors for full life cycle of project.
• Assist in maintenance and communication of project status reports and tracking. Develop and manage user acceptance criteria for pre and post testing.
• Provide user support and coordinate resolution of issues to include change management, root cause analysis, and appropriate escalation as needed
• Develop business and functional requirements, Visio diagrams, use cases, sequence diagrams and test cases.
• Assist in establishing end user training putting together training manuals as needed
• Facilitates sprint planning sessions and daily standup meetings. Insured that user stories are sufficiently groomed and contain acceptance criteria.
• Defining and managing timelines for the deliverables in coordination with the development team and the related stakeholders.

Confidential, Atlanta, GA

Staffing Analyst

Responsibilities:

• Responsible for monitoring the call que, tracking inbound calls, and forecasting to ensure adequate staffing levels are scheduled to handle elevated call periods to meet our service requirements.
• Provide Weekly Call Center Metrics Report to Director, publishers, and management team.
• Monitor queue for call volume patterns/trends and provide updates throughout the day to management team.
• Test new IVR flow options in Genesys phone system and troubleshoot call routing issues
• Primary SME on call routing logic with the ability to make decisions regarding changes needed to maintain customer satisfaction and call flow
• Partner with Quality Assurance, Product teams and Development teams to ensure successful deployment of new software products and updates to existing products
• Gather requirements with business owners and application team to create project plans for IVR enhancements.
• Required to review test plans and to support development through coding cycles and QA through System Test cycle including tracking, prioritization, and resolution of defects.
• Experience in multiple Contact Center Technology domains with expertise in current IVR and speech recognition standards, CTI and Call Routing (inbound and/or outbound)