SUMMARY:

Information technology professional skilled Confidential driving complex projects to on - time completion. More than 20 years’ experience in software implementation and testing, project management, and software development lifecycle in AGILE and waterfall environments. More than 10 years’ experience managing virtual teams and working remotely. A customer service professional, practiced Confidential managing client interactions during high-pressure projects. Business and process analysis expertise for the telecommunications and software industries. Client support team manager committed to maintaining client satisfaction.

TECHNICAL SKILLS:

• Project Management
• Virtual Teams
• Business Analysis
• Technical Writing
• Software Implementations
• Requirements Gathering
• Client Support
• AGILE Process
• Software Development Lifecycle: SDLC
• Business Process Engineering
• Customer Care Team Leader
• Software Implementation
• Software Testing

PROFESSIONAL EXPERIENCE:

Business Analyst / Business Process Engineer

Confidential

Responsibilities:

• As a member of the Internet of Things (IoT) - Smart Cities team, detailed process flows and tasks with new job aids, process flow diagrams and other documentation.
• Conducted process reviews, wrote and edited materials, streamlined access to process documentation via online portals.

Lead Business Analyst / QA Analyst

Confidential

Responsibilities:

• As part of a small team delivered a new, enterprise-wide, security logging and alerting application to gather data from more than 300 internal applications.
• Wrote and refined requirements and designs based on Hadoop architecture. Formulated test cases, performed iterative QA of new functionality, tracked issues and defect fixes and delivered pilot project on-time. Performed demos of application functions, defects and fixes for internal and external teams.

Business Analyst

Confidential

Responsibilities:

• Tracked and performed production defect intake and troubleshooting for large-scale business-critical back office order tracking application using various SQL tools.
• Managed AGILE development projects, including writing requirements and managing backlog, generating reporting for defect fixes and new functionality for the application. Managed testing process for new functionality and defect fixes by troubleshooting and tracking issues with the testing teams and users.

Business Solution Manager

Confidential

Responsibilities:

• Evaluated new Confidential & Confidential VoIP offerings with a focus on Service Delivery process.
• Translated product documentation into baseline business requirements to ensure correct operation of new support systems.
• Worked with product development team to create service test packages and participated as a SME during test planning. Provided internal clients and end-users with process support, including, creating and editing product documentation, process flow diagrams, and other support, including customer-facing documentation such as customer touch point letters.

Software Testing Manager, Confidential & Confidential ( )

Responsibilities:

• As a Testing Manager performed end-to-end coordination, planning, and execution of ORT, UAT, and other testing for Confidential & Confidential VPN and VoIP service ordering and provisioning applications. Designed test plans, test cases and schedules.
• Managed scheduling and on-time delivery of software testing by large, worldwide development and testing teams, both internal and external, for each project while ensuring they were within budget and resource restrictions. Collected and reported daily project status and milestone tracking, and coordinated with each team on issue identification, documentation, resolution and change management.

Business Analyst - Inventory Management

Confidential

Responsibilities:

• Researched, analyzed and updated database entries related to ongoing worldwide inventory of IBM/ Confidential & Confidential networking equipment against actual hardware.
• Identified inconsistencies and errors. Maintained accurate records, created and modified reports, contacted IBM locations around the world to obtain information.
• Executed searches and queries using large Access databases and Confidential & Confidential proprietary inventory management systems.

Business Process Engineer

Cnfidential

Responsibilities:

• As a Process Engineer with a focus on the delivery of service (Ordering & Provisioning) and Business VOIP Process Development, evaluated impact on the Service Delivery organization of proposed new services, interpreted product driven requirements documentation and translated this into baseline business requirements to ensure correct operation of new support systems.
• Supported the UAT and Production testing process of new provisioning and ordering functionality by building test packages and as a test planning SME. Provided internal clients with new and existing process support, including, creating and editing Desk Level Procedures (DLP) and Methods & Practice (M&P) process documentation for internal clients and end-users, customer-facing documentation and customer touch point letters.

Project Manager, Software Implementations

Confidential,Savannah, GA

Responsibilities:

• Established overall control of various types of client projects from statement of work to launch and beyond; new client conversions, existing client platform migrations and upgrades, and new product implementations. Managed multiple projects simultaneously and coordinated with multiple stakeholders both within and outside the company.
• Responsible for aspects of product development, customer service, sales communication and, scheduling, account management, cross-functional team coordination, quality assurance, and vendor management. Served as SME for client services,, and documentation departments. Supervised and mentored other analysts including and evaluations.

Systems Analyst I & II

Confidential, Savannah, GA

Responsibilities:

• Implemented and supported cellular billing solutions for new clients. Collected and analyzed client data and requirements, coordinated resources, configured software and hardware, tested and verified system integrity, ensured client’s complete understanding and satisfaction with H.O. / Confidential product.
• Supported the Sales organization as Subject Matter Expert on H.O. / Confidential applications and processes for purposes of product demos, project timelines, price quotes, and contract parameters.

Client Services Team Lead

Confidential, Savannah, GA

Responsibilities:

• Supervised and mentored team of client services representatives. Responsible for supporting over 500 users of Cellular Billing /OSS and POS in the Southeast US.
• Maintained reporting and trending for analysis of client’s trouble tickets, issues, and outages. Interacted with sales and account management to ensure customer satisfaction and service level agreement (SLA) compliance.
• Executed root-cause analysis and managed solution implementations. Coordinated with client teams, internal departments, and third-party vendors to research and solve technical issues and user questions and ensured customer satisfaction.

Billing Fulfillment Specialist / Implementations Analyst

Confidential, Savannah, GA

Responsibilities:

• Responsible for ensuring all clients’ bills printed and delivered to customers, resolving printing issues, managing stock changes, insert scheduling and lockbox issues.
• Producing daily and weekly status updates for management and clients.