Summary:

An accomplished Business Analyst with Project Management background specializing in Enterprise Software Applications with extensive experience including requirements gathering, analysis and documentation, test script development and execution, project and issues management, report and data presentation, and post production support. Skilled in driving projects from concept to execution utilizing various SDLC methodologies while working with co-located International teams.

Summary of Qualifications

• Over 11 years of experience in full development life cycle applications programming, including development of new proprietary systems, enhancement of existing proprietary systems as well as integration and enhancements of third-party systems
• A confident communicator, able to develop productive relationships within a team, key business stakeholders and third-party organizations alike.
• A quick and aggressive learner who works well independently and enjoys being part of a productive team.
• Effective, motivated, and reliable professional who is creative and challenged by new ways of doing things.

PROFESSIONAL experience

Confidential

Senior Business Systems Analyst Information Systems

• Serve as the technical point of contact and subject matter expert for internal systems used for Human Resources, Purchase Requisition, Legal Invoice Management, Supplier Invoice Management, Vendor Management, Education and mobile approval of corporate requests.
• Perform analysis and technical evaluation of business processes, end user needs, and existing information systems to create business requirements and functional design specifications for solution implementation.
• Execute projects using agile and waterfall SDLC methodologies, producing pertinent deliverables including product and sprint backlogs with estimates, business, functional and reporting requirements documents, test cases for internal testing and UAT and release notes and notifications.
• Manage business requests for new systems, enhancements, change requests, bug fixes and ad-hoc requests against project timeline while still meeting incremental internal IS goals such as framework and database updates and upgrades.
• Assist business stakeholders in selecting scalable and appropriate solutions based on time and resource constraints balanced with business need.
• Perform software project management including prioritization of business user requests, estimates, organization of project scope, schedule, change management, and release management.
• Leverage internal implementation of MicroStrategy BI software to meet reporting requirements.
• Serve as liaison between key stakeholders, technology departments and internal team to communicate and track issues, risks, and progress during project life-cycle and gather feedback as appropriate.
• Facilitate and support User Acceptance Testing while prioritizing issues and bugs raised during testing to ensure on time delivery of software update.
• Participate in evaluation and selection of third-party solutions in cases where the gap between current system and desired enhancements is too substantial.
• Projects included:
• Development of new system to track and approve legal invoices and payment.
• Automation of HR onboarding process, including integration with key HR modules.
• Development of bulkload tool and admin interface for upload of personnel change data into the HR system.
• Creation of admin roles, interface and functions to enhance usability of Purchase Order and Vendor Management systems.
• Enabling of online training registration for MicroStrategy prospects and customers for countries outside North America.
• Definition of MicroStrategy Education membership types and associated permissions for online training content and class registration.
• Maintenance, upgrades and enhancements to web service for mobile approval of corporate requests including addition of web methods enabling a variety of approval, rejection, revision, etc. actions in MicroStrategy internal systems.
• Ongoing incremental maintenance releases on assigned system including bug fixes and small enhancements.

Confidential

Systems Support Analyst - Consultant

• Acted as the main point of contact between Release Consulting Senior IT staff and the business customer for a proprietary Supply Chain Management system within Universal Music supporting over 1500 users across over 100 territories worldwide. Provided analysis, problem management and reporting on all support issues and enhancements while maintaining a strong working relationship and a high level of customer support.
• Worked closely with the development teams and project management on various projects that required research of applications and technologies, gathering requirements, analyzing processes, developing, internal and user acceptance testing and implementing solutions to end user issues, enhancement and change requests.
• Coordinated monthly incremental Supply Chain Management system releases including hardware and software upgrades, enhancement and bug fixes as well as weekly releases focusing on smaller scope items.
• Produced and presented weekly status presentation including Key Performance Indicator trends relating to support and system performance.
• Provided initial and revised project estimates, including design phase through release and presents to internal business team. Project documentation included: process flow diagrams, use cases, scenarios, internal and external test scripts.
• Participated in high visibility performance improvement project to maximize the main supply chain management software application. Key improvement areas include database server disk upgrade, IIS memory allocation optimization, upgrade of Microsoft SQL Server 2000 to SQL Server 2008 and database query and stored procedure optimization.

Confidential

Senior e-Quality Administrator

• Served as a Systems Administrator for a suite of quality monitoring/call recording software offered by Witness Systems. Daily responsibilities included configuration of workstations for audio and screen capture recording, 24/7 on-call rotation to ensure 99.9 uptime for the applications and documentation of incidents and problems related to contact center call recording in a Voice over Internet Protocol VoIP environment, identification of root cause and system improvement recommendations to prevent re-occurrence.
• Larger projects consisted of planning and rollout of new contact center locations, long-term hardware capacity planning and installation based on fluctuation of staffing, and coordination, installation and training of software suite upgrades.

Confidential

Systems Analyst, Business Technologies Group

• Hands-on experience gathering, refining and prioritizing stakeholder requirements for multiple, concurrent projects and actively managing those requirements throughout the product and software development lifecycle while maintaining productive relationships with key stakeholders and development team. Start-to-finish process included project planning, requirements identification, refining of system requirements into defined functions, maintaining analysis and specification artifacts in accordance with SDLC and SOX guidelines, development test plan creation, execution and support through quality assurance process, user acceptance testing and release phases and training on new functionality and improvements.
• Subject matter expert on systems and applications leveraging Oracle, BEA Weblogic, SQL, C , HTML, XML, .tcl and other proprietary technologies with a deep understanding of business processes and systems architectures from a wide range of business units.
• Projects included launch of 10 new education, voice and security products for customer purchase for AOL Premium Services, LLC and publication of over 75 various offers with varying price/commitments, integration of a Digital Media Store application to enable ad-hoc purchasing and monthly subscription signup of music and media, facilitation of AOL account creation for children in conjunction with a national broadcast company partnership as well as integration support and documentation of an open-API XML to SOAP interface for multiple vendors and internal teams.
• Created and maintained a wide range of documentation: Conceptual Solutions Documents, Technical Requirements Documents, System Design Documents, Production Support Documents, UML use cases, test cases, Visio flows, training manuals, and user guides.
• Analyzed to isolate and diagnose system failures and anomalies e.g. failed registrations, oddly trending registrations, partial registrations, customer registration drop-off, etc. .
• Configured and maintained multiple test environments for various stages of testing.
• Completed small-LOE development tasks via SQL script creation.

Confidential

Project Manager 1, Member Services Business Planning Division

• Drove projects critical to contact center operations and improvement. Completed projects included: Implementation of LED Wallboards to display real-time key performance metrics in contact centers throughout US and offshore, project management of launch of Control Desk teams at each contact center site including process mapping, base lining, documenting and training of Control Desk functions to achieve consistency in day-to-day operations, installation and implementation of software applications such as Agent Productivity and automatic email notification of agent schedule changes and automation of agent skill assignments following a transition from Aspect to Avaya Automatic Call Distribution system.
• Served as the technical point of contact for a department servicing over 10,000 employees worldwide. Administered three-tiered workforce management application used in virtual call center environment consisting of 13 sites across the US, Latin America and Asia. Designed and executed project plans for server and software upgrades. Maintained relationship with application vendor, including Customer Input Forum attendance, weekly progress meetings, and submission of requirements gathered company-wide from sessions with end-users. In October 2002, co-lead implementation of workforce management application in China and Japan.

Confidential

Intraday Performance Specialist, TCS Workforce Management

• Proactively identified and communicated staffing and call routing issues and worked with contact center and Headquarters management to execute solutions. Duties included: increasing or decreasing staff based on need, proactively contacting appropriate individuals regarding issues impacting end-users, updating historical call volume statistics in order to assess future staffing needs and distributing key statistical reports to five call sites. TCS duties included entry of emergency time off called in by employees, scheduling vacation and processing separations using Workforce Management software, and closing call sites on a timely basis ensuring that all calls in queue were answered.