SUMMARY

• I has been a senior analyst for over 5 years wif a total of over 12 years of experience in my field. I has several years of experience in SaaS companies and large enterprises.
• Acting as a Scrum Master and Product Owner for many teams and projects, I specialize in process improvement and efficiencies.
• Throughout my career I has halped companies migrate to cloud services, plan and perform architecture and infrastructure updates, cloud and on - prem security implementations and audits, conversion to microservices, data and software integrations, ETL and database work, and UI/UX designs.
• I has also performed statistical and data analysis, created story work and proof of concepts, designs, workflows, mock-ups, documentation, and a wide variety of other tasks.

TECHNICAL SKILLS

• Agile
• Scrum
• Kanban
• Waterfall
• Scrum Master
• Project Management
• Product Owner experience
• SQL/NoSQL
• Front-end and back-end languages
• Frameworks
• Azure DevOps
• AWS
• Confluence
• Jira
• Excel
• Visio
• Project
• LucidChart

PROFESSIONAL EXPERIENCE

Confidential - Phoenix, AZ

Senior Business Systems Analyst

Responsibilities:

• Scrum Master for three security architect design teams providing Agile ceremonies
• Prioritization and synchronizing of workload intake queues between teh teams wif other department leaders and external stakeholders
• Created and implemented process improvements wifin teh department’s workflows
• Increased efficiency by automating tasks wifin JIRA, including ticket cloning and intra-status triggers
• Department liaison for all security review intake wifin teh company
• Project Manager for department initiatives to standardize communications, artifacts, and processes

Confidential - Phoenix, AZ

Business Analyst

Responsibilities:

• Established a backlog process to refine work wif teh User Team, story work prioritization, development effort costs, and feed work to teh Development Team
• Established teh Future Projects Planning process to categorize and prioritize work, create proofs of concepts, and get realistic sizing estimations for all enhancement requests
• Held daily agile meetings wif Development and QA, and refinement meetings wif team members for three major enhancement projects wifin teh Econometrix application
• Application support for issues as a subject matter expert, including bug validation, injecting work into teh team sprints, and communications on release
• Assisted in creation of communications for enhancements and improvements to Econometrix users

Confidential - Scottsdale, AZ

Senior Systems Analyst

Responsibilities:

• Lead planning and work creation for security initiatives, database structure, authorization, autantication, and domain services for developer teams
• Assisted wif security audits, IAM configurations, and risk gap analysis
• Core team member in creation of teh acceptance criteria and story creation template system and templates used throughout teh product development teams
• Collaborated wif Product Management and end users to decompose high-level requests and analyze business needs
• Worked wif technology teams to understand and create high-level technical design of systems that solve teh business needs
• Created business rules, workflows, system service mapping diagrams, and processes
• Managed teh product backlog in Jira wif Product Management to create a prioritized list of user stories to ensure ongoing development team progress and planning
• Facilitated Agile/Scrum meetings wif business, development, & quality assurance teams to present prepared User Stories to development team members for their review and estimation, including acceptance criteria, wireframes, and relevant UI/UX information
• Assisted in troubleshooting application issues throughout teh release cycle as a subject matter expert, including during QA testing and deployment
• Guided best practices of systems analysis, logical feature decomposition, enterprise software design, and documentation delivery for teh Business Systems Analyst group

Confidential - Phoenix, AZ

Systems Analyst

Responsibilities:

• Project lead on an application as teh only analyst through teh whole cycle, creating documentation, requirements, design of user interface, quality and user acceptance testing, and delivering teh application
• Project lead for a large SQL server upgrade project for databases across many types of infrastructure
• Develop business objectives, processing requirements, and specifications
• Synthesize complex or diverse information, collect and research data, use intuition and experience to complement data, workflows and procedures
• Review computer system capabilities, workflow and scheduling limitations to determine if requested application or application change is possible wifin teh existing system
• Write or modify procedures for internal use, user operational areas and system use

Confidential - Phoenix, AZ

Senior Business Systems Analyst

Responsibilities:

• Creation of business infrastructure for teh department utilizing agile development, databases, advanced excel formulas, VB scripting, shell scripting, and SQL queries
• Custom programming of Excel, SQL queries, VBA, VBScript, and batch files for use by teh department
• Creation of reporting tools used globally by multiple departments
• Conversion of multiple systems to different hardware and software requirements and compliance
• Automation of reporting and research tools used by teh department

Confidential

Business Analyst

Responsibilities:

• Creation of tools and reports for teh team, sites, and leaders used internationally, using Excel, SQL queries, VBA, HTML, and JavaScript
• Increased productivity and accuracy for teh team by using databases and custom scripting
• Database administration for teh department including data retrieval, reporting and analysis
• Deep analytics to provide increased accuracy, efficiency, and drive better performance for teh company
• Scheduling, long-term operational planning, and capacity forecasting
• Support capacity planning and staffing recommendations for 1000+ employees
• Develop and manage teh distribution of staff across teh call center enterprise to support service level commitments, including management of teh network schedule bidding process
• Support daily service levels and productivity, making improvement recommendations to management
• Support teh production of ad-hoc and standard reports and analysis as need for teh executive team, as well as divisional management teams
• Research and recommend process improvement solutions, ensure efficiency and currency of teh established procedures to achieve optimum performance levels for teh Call Center Operations
• Accountable for achieving designated answer rates, and occupancy goals at a monthly, weekly, daily and intra-day level for multiple queues
• Provided constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures
• Represented WFM in cross-functional meetings, and on wide initiatives and projects

Confidential - Tempe, AZ

Senior Business Analyst

• Created database applications used company wide
• Developed real time web applications for agents and managers to track key department metrics
• Database management and reporting for department
• Creation of business requirements documents
• Research and analysis of business needs for company-wide projects
• Integration and User Acceptance Testing of projects
• Analysis of key metrics to create modeling factors, increasing service levels and productivity
• Monitor and control of teh IVR and inbound call routing
• Maintaining key metrics of performance for teh company
• Training, integration, and on-boarding, wif our workforce management system
• Direct communications wif senior level management
• Scheduling for 150+ representatives in customer service and correspondence