SUMMARY

• Defined and implemented software requirements in traditional waterfall and Agile/Scrum development environments. Was Product Owner of a large Disputes and Adjustments application.
• Experienced with VOC and QFD tools and techniques. As well as modeling languages such as UML.
• Used automated tools to create and execute associated test cases
• Created User Documentation and Performed Post Implementation Support
• Designed and maintained business workflows, approval processes and other functionality in enterprise, government and wholesale environments
• Created and oversaw roles and profiles for a 5000+ user base (to include transitional work resulting from a large merger)
• Performed data management and reporting/dashboard development as required by the business
• Integrated internal IVR/ACD systems and external third - party applications
• Advanced knowledge of statistical process control and design of experiments
• Process engineering/reengineering/improvement skills
• Expertise in TQM, Six-Sigma, Lean and Office Kaizen
• KPI design, implementation and management. To include dashboards, on-demand and automated reporting
• Performed BPI activities in manufacturing, service and software development environments
• Led both large and small programs and projects from ideation to post-implementation support
• Developed and executed plans, maintained budgets and managed timelines on projects that included both internal and external resources
• Delivered regular status reports on projects to executives at VP and higher levels

PROFESSIONAL EXPERIENCE

Business System Analyst

Confidential

Responsibilities:

• Working in an Agile/Scrum development environment, performed technical business analysis tasks related to the creation and implementation of an online banking platform for an agricultural financial institution (bank).
• Given that this implementation used a commercial, off-the shelf product, worked with both vendor and internal development to develop requirements for APIs and other custom configurations to meet the needs of the user community. Used JIRA and Azure DevOps to perform the majority of this work.
• Also worked with internal data warehouse developers to define views specific to the new platform and ensure that data mappings were sound, that data integrity would be maintained and that any ETL activities were performed efficiently.
• Also acted as the team’s technical data steward and was responsible for defining new data elements,maintaining quality of existing data, and ensuring integrity of data lineage.

Business Process Management Consultant

Confidential

Responsibilities:

• Regularly interacted with a diverse group of cross-functional organizations to audit, analyze and improve operating performance of both customer-facing and back-office (OSS) functions.
• Employed analytical tools (SAS EG, MS Access and Excel) to model process performance, develop appropriate performance metrics and improve operational effectiveness.
• Created dashboards and other reporting mechanisms (to include backend data integrations) to deliver KPIs to management.
• Was also tasked with performing feasibility analysis to determine whether or not Centurylink should transition from Salesforce Classic to Salesforce Lightning.
• So, in addition to performing duties related to Classic administration and application development, I was also required to become an SME with respect to Lightning user facing UI and back-end architectural changes.
• Designed and implemented solution strategies to bridge performance gaps.

Lead Process Analyst

Confidential

Responsibilities:

• Designed, developed and managed end-to-end business processes, supporting systems and infrastructure in support of the Alternative/Emerging Markets and Partner sales channels.
• Routinely engaged in use case/requirements development, process implementation and training as required.
• Performed day-to-day inventory management (including ordering, billing, reverse logistics and disputes) of approximately $1 million dollars in wireless handset inventory in support of Indirect Retail sales channel.

Confidential

Process Engineer

Responsibilities:

• Operated in a high-speed, high-volume 24X7 web development environment. Drove enterprise-wide system/business process improvement initiatives.
• Architected and implemented the continuous process improvement infrastructure and methodology used for all process engineering initiatives.
• Designed and led operation of the firm’s customer facing Service Level Management System as well as associated KPI (Balanced Scorecard) dashboards and reports.
• Project managed multi-organizational teams in designing, developing and deploying processes related to the software development lifecycle and customer facing business systems.
• Was responsible for generating strong business cases to justify improvement initiatives.
• Regularly interacted with senior executive management to present those cases for funding.

Program Mgr/Quality Analyst

Confidential

Responsibilities:

• Oversaw development, enforcement and management of quality assurance processes related to enterprise-wide Year 2000 remediation effort.
• Ensured that all organizations adhered to established process parameters and reporting requirements, statused upper management on compliance efforts, managed IV&V processes and facilitated on-going compliance and development of contingency plans for post Y2K activities.
• This effort involved managing over 150 applications and 30+ Project Managers.

Process Engineer

Confidential

Responsibilities:

• Using standard TQM tools and techniques, reengineered back-office and software development processes.
• Led multifunctional teams in process requirements elicitation, process mapping, value-add/non-value add analysis, metrics engineering and production implementation of all reengineering efforts.
• Acted as Project Manager/Business Analyst during the development of a web application designed to house and track project/release management information during the development lifecycle.