Professional Summary

Highly accomplished Senior Technology Consultant / Senior Business Analyst with strong interpersonal and communication skills offering more than 20 years of experience in Information Technology delivering high quality, winning solutions that far exceed business expectations. Adept in performing varying roles throughout the SDLC lifecycle to include Project Management, Product Management, QA and Training. Domain knowledge and experience in Hospitality and Tourism, Publishing and Medical Systems.

Knowledge and Skills

Excellent Facilitation and Presentation Skills l Business Process Engineering l Expertise in Elicitation, Ratification of Requirements l Needs, Gap, Risk Analysis l Strong Business Acumen IT l Governance l Detail Focused l IT Governance l Results Driven l SDLC: Waterfall, RUP, Agile l Strong Leadership and Negotiation Skills l Excellent Communicator l Project Management l Product Management l UAT and QA l Team Leader

Computer Skills

Salesforce.com l MicroStrategy l Microsoft Office Pro 2010 Outlook, Word, Excel, PowerPoint, Visio, Project l HP ALM l Adobe InDesign, InCopy, Photoshop l IBM Jazz Rational Tools l Mercury Test Director l RoboHelp lSnagIt TechSmith l iGoldMine l Adobe Connect l Documentum l Sharepoint l Cacoo l iRise l Zoomerang l Mainframe Legacy systems SUN, MARSHA l SQL l Interactive Voice Response l StarGuest Recognition l Wiki Confluence

Professional Experience

Confidential

Senior Business Analyst

Collaborated with project stakeholders in the business community to document and support business needs throughout each phase of the project. Interviewing stakeholders, eliciting, analyzing, specifying and validating various types of requirements, and communicating those requirements to solution and development teams throughout the software lifecycle. Apply communication, analytical, and problem-solving skills to help support the solution design and development process, and to ensure that project deliverables are met according to specifications.

Key Accomplishments

• Managed Requirements documentation and approvals workflow using IBM Rational Tools
• Managed Requirements traceability for project lifecycle
• Contributed knowledge and expertise for artifacts adopted by BA Center of Excellence
• Recommendations for continuous process improvements for BA process and requirements documentation
• Peer reviews for Project Scope and Requirements deliverables
• Collaborated with the Business and QA in executing UAT
• UAT Defect management in HP ALM

Confidential

Senior Technology Consultant

Key Accomplishments

• Application Maintenance Support
• Served as liaison between client business unit, client Information Resources and Technology consultants bridging gap between business requirements, process and technical solutions.
• Led initiatives to streamline and improve client experience by implementing application governance, demand management prioritization and release management processes.
• Responsible for managing releases/sprints through all SDLC phases including: scope and requirements definition, design and development, testing, training and deployment.
• Accountable for requirements elicitation and artifact documentation to include Functional Requirements Specifications FRS , User Stories and UI Mock Ups.
• Manage Client expectations through negotiating agreements and commitments by fostering communication between business unit and technology teams from initial requirements to implementation.
• Conducted system unit test, QA test and managed UAT process and
• Reconcile forward and backward traceability of requirements through all project SDLC phases.
• Acted as Project Manager preparing project status reports for client Executive Sponsors and Stakeholders and identifying/documenting project issues and risks.
• New Application Development
• Developed custom template artifact to be delivered during the Requirements Phase.
• Demonstrated requirements elicitation skills through conducting interviews, analyzing current state and As Is processes, facilitating JAD sessions and surveys and questionnaires.
• Requirements documentation and ratification by creation of key resulting artifacts Glossary, Requirements Management Plan, Business Requirements Specification BRS , Function Requirements Specification FRS , Supplemental Requirements Specification SRS , Use Case Specification, Process Flows using Visio and UI Wire Frames.
• Collaborated with development team - Solution Architect, BI Architect, Java Developers in translating business and functional requirements for Detailed Analysis and Design phase.
• Partnered with BI Architect in gathering data requirements, sources system of record , transformations, ETL processes, dimensions, hierarchies and data definitions.

Confidential

Team Leader Business Analysis/Senior Business Analyst

Senior Business Analyst Team Lead in hospitality and tourism industry for a leading hotel and vacation resort company. Trusted business partner with expert domain business knowledge in vacation ownership, specializing in CRM and BI capabilities and technologies. Recognized as top performer tasked with multiple projects and the ability to resolve enterprise, complex business problems and execute solutions.

Key Accomplishments

• Trusted Partner with SVO Sales and Marketing business units to ensure technology projects and requirements align with the business goals. Received SVO Partner of Excellence award in Q4, 2010.
• Coached and mentored a team of Business Analysts, developing BA Center of Excellence, to include best practices, methodology and custom Requirements templates to provide internal and external customer's consistency and same level of service on every project.
• Assisted in implementing rollout of a new capital project funding request process MSR . Developed financial objectives for each project using ROI analysis and metrics to assess costs benefits.
• Executed and delivered new technology projects that improved business intelligence capabilities and enhanced customer relationship management
• Led business prioritization planning sessions for CRM Sales and Marketing and Business Intelligence products to ensure priorities aligned with strategy both tactical and strategic. Developed process for managing work request and prioritization to include workflow, estimates, and release schedule. Established consistent processes and championed technology to manage demand and provide oversight and governance.
• Launched CRM technology using Salesforce.com to multi-cross functional business units Direct Sales, Call Centers, and Owner Services . Accountable for all Requirements, Design and Configuration, Implementation, Testing, Deployment Training and Support for over 150 users.
• Launched BI data mart using MicroStrategy 9.0 for SVO Sales and Marketing. Responsible for Requirements gathering, collaborating with BI developers in translating requirements for report development ensuring the source data was captured and exposed, defined data attributes prompts, formulas, compound calculations developed report and dashboard mockups.
• Provided MicroStrategy training to over 300 users to include Global Sales and Marketing, Inventory Planning, Sales and Marketing Finance and Product Planning and Finance for ad hoc OLAP analysis and reporting capabilities.
• Developed MicroStrategy Newsletter to effectively communicate to users new functionality, tips and tricks, best practices and BI success stories using MicroStrategy and any other CRM Sales and Marketing applications.
• Launched an IVR Pay by Phone application for HOA business unit resulting in a 30 increase in collections.

Confidential

Senior Requirements/Systems Analyst

Utilized SDLC/RUP methodologies and IT processes to create artifacts and deliverables. Responsible for the development and delivery of Requirements artifacts, to include but not limited to, Requirements Specifications, Business Use Cases, Project Charters, Business Cases with ROI, Requirements Management Plans, Wire-frames, Prototypes and Requirements Traceability Matrix. Partnered internally and externally with business units and vendors. Facilitated and documented requirements driven through JAD sessions

Key Accomplishments:

• Managed requirements sessions from inception to integration, and documented business processes through business workflow diagrams.
• Managed the requirements process by creating business use cases, UML diagrams, gap analysis, and requirement's traceability.
• Managed the implementation and deployment including UAT, QA Testing, Training Delivery of an enterprise publishing workflow system Smart Connection
• Collaborated with PMO ensuring project artifacts were created and supporting IT Governance and Compliance

Senior Technical Trainer

Responsible for all the technical training and documentation provided to all business units for project executed by the Information Technology department.

Key Accomplishments:

• Managed project and training plans for the delivery of new software migration form Lotus Notes to MS Outlook.
• Managed the training for 200 Sales Representatives for hardware and software refresh on MS tools and Salesforce automation software.
• Managed and reported to Senior Leadership the overall effectiveness of training through online surveys and reporting metrics.
• Managed all the IT curriculum based training and implemented.

Confidential

Senior Technical Trainer/Writer

Participated in the full SDLC, facilitated interview and JAD sessions to elicit requirements. Created business cases and ROI analysis on requested system enhancements. Developed glossary/data dictionary of business terms and data definitions to build consensus and nomenclature consistency across various business units. Performed QA function as required.

Key Accomplishments:

• Managed requirements sessions from inception to integration, and documented business processes through business workflow diagrams.
• Managed the requirements process by creating business use cases, UML diagrams, gap analysis, and requirement's traceability.

Confidential

Knowledge Management/Training Solutions Consultant

• Created Training Plan for implementation of new immunization software application for over 100 users and ten sites. Wrote system and business policy and procedures, to incorporate best practices. Designed training manual template for a Visual FoxPro application used for tracking immunizations. The template was designed using Instructional Design and Information Mapping techniques. Developed customized content for Systems Training Manual to include screen captures and step-by-step instruction and exercises to validate knowledge transfer. Facilitated and developed Train the Trainer session to client SME's to disseminate and instruct on training the new immunization software package.
• Interviewed SME's to gather business and rules and develop policy and procedures, develop end user training manual and design curriculum for course development. Developed system policy and procedures for Timberline software application. Conducted QA testing and documented errors and inconsistencies. Developed custom end user Training Manual using MS Word. Assisted client in developing online help files using DocToHelp
• Gathered business and system requirements for JD Edwards system configuration. Created Training Plan for JD Edwards implementation for over 100 end users and varying shifts. Developed business and system policy and procedures. Developed training manuals for JD Edwards Inventory, A/R, Purchasing and Reporting Modules using MS Word and MS PowerPoint. Developed courses and delivered JD Edwards training for Inventory, A/R, Purchasing and Reporting. Created quick reference cards/job aids.