SUMMARY

Business Analyst with extensive experience with waterfall and agile development environments, business requirements, functional requirements, systems integration testing, systems acceptance testing, and working with users, developers, and all levels management to develop, test, implement applications.

Experience

Confidential

Business Analyst

• Leading requirements review and definition
• Review, analysis, and evaluation of business systems and user needs
• Leading creation of functional design deliverables
• Creation and management of requirements traceability Matrix
• Creation of use cases and scenarios/user stories
• Facilitation, participation and contribution to Joint Application Design JAD sessions and the collection of business requirements
• Documentation and communication of functional related issues
• Creation and maintenance of online user procedures, on-line help, on-line policy documentation, user manuals, technical training and transition plan
• Six years' experience in implementing various technology systems

Accomplishments include:

• Metrics Report templates which reduced processing time by five hours.
• For fiscal year 2015 total project savings to the military of 126 million.
• Development, review, and implementation of Help Desk Knowledge Base.

Confidential

Vendor Relations Representative

Receipt, entry, and tracking for every Return To Vender RTV , Purchase Order PO , and Bill of Lading BL in Glovia and RLog. Use of MS Excel to create spreadsheets, pivot tables, formulas, and visual basic templates which are currently being used by Vendor Relations Department. Same day resolution on all discrepancies, variances, and issues as identified by the client or client's vendors. Collaborative creation and development of Quanta SLC application for the Genco Lockbourne location.

Accomplishments include:

• Design and implementation of RTV Reconciliation process which reduced part and quantity variances from over 800 per fiscal quarter to 0.
• Redesign of PO Reconciliation process which reduced processing time by three hours and improved accuracy to 99.98 .
• Design and implementation of open source Macro which cut processing time in half.

Confidential

Level 3 Supervisor

Supervision of a dynamic team of 20 to 30 Tier 3 agents. Resolution of all issues provided by the client. This frequently involved going outside the client's support boundaries to resolve hardware and software issues which did not pertain to Verizon DSL Internet and which had no defined support methods or procedures. Acknowledgement and resolution of customer complaints when a supervisor was requested. Duties included monitoring and coaching agents for accuracy, efficiency, and professionalism. Same day root cause and resolution of all issues and concerns reported by the client. Running reports to trend outages, performance, attendance, and call flow.

Accomplishments include:

• Collaborative consolidation of the Ticket Management and Chronic Issues projects into existing Level III Support Project which increased first call resolution, decreased call turnover and employee turnover.

Confidential

Level 2 Supervisor

Supervision of a dynamic team of 15 to 40 Tier 2 agents. Duties included monitoring and coaching of call times, quality assurance, attendance, first call resolution, and schedule adherence. Continual review of agent statistics from a number call recording programs, call center's phone switch, CCMS, Remedy, and direct feedback from client. Team Chester repeatedly won the monthly Top Team award. This was due largely not only to following company established guidelines but due to identification and coaching on areas an individual agent could improve, even if already operating at acceptable levels. Due to individualized coaching and training, the first visually impaired agent to be promoted at Teleperformance USA was on Team Chester. Creation of templates in Notepad, MS Word and MS Excel to streamline monitoring and Q/A processes. Awarded Top Supervisor award after first month in the position.

Accomplishments include:

• Awarded Top Supervisor award after first month in the position.
• Due to individualized coaching and training, the first visually impaired agent to be promoted at CallTech was on Team Chester.
• Creation of templates in Notepad, MS Word and MS Excel to streamline monitoring and Q/A processes.

Confidential

Ticket Management

Collaborative creation of the Columbus Verizon DSL Ticket Management project. Use of Remedy and open source macro and Verizon Proprietary systems to review, update, and resolve escalated issues. This involved working with several hundred dispatch centers, thousands of field technicians, and multiple Maintenance Control Offices. Point of contact between the customer and Verizon Network Operations. Resolution of every trouble ticket escalated ranging from 300 to 2000 escalations per day. Execution reports to expedite resolution of system outages and coaching agents for incomplete or inaccurate troubleshooting.

Accomplishments include:

• Collaborative creation of the Columbus Verizon Ticket Management project which reduced network escalation turn-around from two weeks to sixteen hours.
• Combined efforts of Ticket Management resulted in contract bonuses sufficient to devote seven full time positions.
• Collaborative design, testing, modification, and implementation of Call Tracker Template which reduced agent call times by up to five minutes.

Confidential

Level 3 Support

Internal help desk for Verizon DSL Tier 2 representatives. Answer calls from Tier 2 agents regarding issues ranging from internet access and usage to supervisor escalations. Track all calls in proprietary call tracking database. Follow up with customers regarding escalated issues via phone and/or email. Development of new support methods and procedures while revamping outdated ones. Creation of databases and templates MS Excel, Visual Basic, Oracle used by frontline agents which reduced call time and improved accuracy.

Accomplishments include:

• Development and implementation of Knowledge Base.
• Continual increased accuracy and efficiency changes, which led to the growth from 60 agents to 1,600 agents.
• Due to the job creation, Mayor of Columbus Ohio, Michael Coleman, filmed a live news segment presenting an award to the Teleperformance USA Verizon project.

Confidential

Level 1 Level 2 Support

Assist customers as they call in with dialup and ISDN connectivity Windows or Mac , email Outlook and Outlook Express , newsgroup, and FTP Any FTP program issues using support boundaries outlined in client's Online Tech Support Database. Track and record every call using client proprietary call tracking software. This included various databases per call type and resolution. Last level support for call centers in Columbus, OH and Fort Myers, FL. Partner with customers and BellSouth Network Operations to resolve system outages. Assist customers in resolving equipment issues including setup, return, replacement, and tracking. Email based support where customers would request assistance through email instead of via phone. Chosen as to be one of five agents out of 600 to start Outbound Response Center.

Accomplishments include:

• Top five percent ranking for highest calls taken, tickets created, and lowest talk times each month.
• Development, debugging, implementation, and training on Outbound Response Center application used by all 600 Level I Helpdesk agents at peak of project.
• Chosen by project managers from over 300 agents to be one of two Tier 3 agents.

Skills

• Strong customer service skills.
• Strong analytical skills.
• Strong interpersonal skills.
• Six years of general experience in System Analysis and System design and Development.
• Facilitating groups in support of analysis efforts.
• Development and documentation of functional requirements, implementation plans, and test events.
• Communication with customers and stakeholders, preparing and delivering presentations, briefs, whitepapers and reports.
• DoD Logistics.
• Warehousing systems.
• Asset Management and Accountability systems.
• Agile software development processes and methodologies.
• Familiarity with military/government terminology.
• Automatic Call Distribution phone systems.
• Microsoft Office, including Word and Excel.

SOFTWARE YEARS EXPERIENCE

• Microsoft Word 10 years
• Microsoft Excel 10 years
• Microsoft Outlook 10 years
• Microsoft Publisher 2 years
• Microsoft Access 4 years
• Microsoft Power Point 10 years
• Lotus Notes 2 years
• Internet Explorer and Firefox 10 years
• SAP 2 years
• Oracle databases 4 years
• Remedy 10 years
• RLog 2 years
• Glovia 2 years
• Discoverer Plus and Viewer 2 years
• Open source macro's 10 years
• Call tracking/recording 10 years
• Six Sigma 2 years
• Automated Time Attendance and Production System ATAAPS 2 years
• Business Enterprise Information Services BEIS 2 years
• Configuration Management Information System CMIS 2 years
• Defense Cash Accountability System DCAS 2 years
• Defense Civilian Pay System DCPS 2 years
• Learning Management System LMS 6 years
• Defense Property Accountability System 6 years