Relevant Experience

Summary:

12 years experience as a business analyst with a focus on maximizing efficiency by utilizing the skills acquired from an MBA program, multinational business experiences, and client-facing work. Supported business executives of many different disciplines and verticals by studying their challenges, decisions, and outcomes. Professionally experienced and academically certified to perform Business Process Improvement bridging the gap between technology and business .

Healthcare experience - Managed Care, or claims: Acted as a Lead on the RAD to MATRIX project which improved the completion and distribution of the Resource Allocation Decision RAD tool for a Medicaid funded Managed Care Organization. Drove improvements in workflow efficiency and consistency for Social Workers, Nurses, and Unit Managers at Western Wisconsin Cares.

Heavy in gathering requirements, liaison between business and IT: Facilitated focus groups, SME meetings and requirements workshops, performed document analysis and administered questionnaires to obtain the requirements that transitioned the manual process into a more efficient electronic process.

Core BA and Systems Analysis: Gathered requirements and collaborated with Developers to modify and implement a VB .NET based internal application at APAC. Elicited, analyzed, and communicated requirements in an Agile environment for .NET development through the creation of user-stories, use case scenarios, and BPMN 2.0 process models at Western Wisconsin Cares. Performed UAT and created test plans, training materials, and user guides. IIBA member who is studying for CBAP certification currently.

Professional/personable/well-spoken to talk with the business: Executive Committee member technology representative as IT Director and international liaison at APAC. Hosted technology showcase tours to prospective and existing clients at APAC. Managed large project team of 20 which included LAN/WAN Engineers, UNIX Programmers, Desktop Engineers, Telecom SMEs, and QA at APAC. Performed all aspects of business analysis, client interfacing, and UAT at APAC to ensure client satisfaction.

Confidential

Business Analyst Consultant

Confidentials Administration Disability Examination Management VA DEM Analyst

Confidential was founded on the premise of providing cost-effective, innovative healthcare solutions to Government and Commercial organizations. , LHI's experts have been providing customized healthcare solutions supported by its national network of more than 25,000 medical and dental providers. LHI's innovative healthcare solutions support the Department of Defense DoD and the Department of Health and Human Services DHHS in the delivery and management of medical readiness, occupational health and wellness services. LHI designs, implements and manages occupational health services, medical and dental readiness services, and secure data management for the U.S military and DHHS, as well as numerous commercial companies. LHI is also a leading provider of asset management, temperature monitoring, and distribution solutions for vaccines and other critical biologics.

• Outcome: LHI had a complicated and inefficient Disability Benefits Questionnaire DBQ process. Drove improvements in workflow efficiency and consistency for Doctors, Nurses, and VAs.
• Served as a liaison between the LHI operations departments and IT to elicit, analyze, and communicate requirements for various system enhancements and changes in an Agile environment for SQL/MedNet development through the creation and refinement of requirements documents.
• Created and provided process mapping to perform and track project process flow and to maximize efficiency while improving each of the 34 DBQs being re-worked from selection to release.
• Assisted in the design and development of technical solutions character counters in memo boxes displayed , and made functional improvements introduced the idea to use VersionOne for automated notifications to speed testing process between IT and testers, led rewording initiative for clarification of Verification of Condition, and improved the logic for DBQs .
• Assisted in defining worksheet layouts, reviewed report templates, tested initial layout/validation/tagging provided by the business analysts IT , and performed full functional testing for DBQs.
• Initiated, coordinated and led daily stand up meetings for the Testers team.
• Assisted in testing new MedNet functionality, identified and reported bugs IE version and first-time-in-new-order issues , ensured that business and user requirements were satisfied prior to implementation.
• Provided weekly reporting via SQL reports and MedNet for analysis of ReWork Project impact, and for VADEM departmental measures Release Without Review and Claim File formats received .
• Participated in weekly project status meetings.

Confidential

Business Analyst Consultant

Confidential project which improved the completion and distribution of the Resource Allocation Decision RAD tool for a Medicaid funded mid-sized Managed Care Organization of 300 employees.

• Outcome: WWC had a complicated and duplicative RAD and RRAD process. Drove improvements in workflow efficiency and consistency for Social Workers, Nurses, and Unit Managers.
• Elicited, analyzed, and communicated requirements in an Agile environment for .NET development through the creation of user-stories, use case scenarios, and BPMN 2.0 process models.
• Facilitated focus groups and requirements workshops, performed document analysis and administered questionnaires to obtain the requirements that transitioned the manual process into a more efficient electronic process.
• Performed UAT and created test plans, training materials, and user guides.
• Recommended solutions that stimulated process improvement reductions by combination of redundant processes , organizational change manual process converted to automated processes and technology components infrastructure build-out to accommodate increased usage and ensured solutions satisfied needs of the business during sign off.
• Prepared materials and facilitated testing discussions and training sessions while assisting in the implementation of internal and external quality assurance systems.

Confidential

Business Analyst Consultant

Confidential is 30M distributor of lumber, interior millwork, exterior millwork, cabinets, fireplaces roofing and agricultural products. Performed projects focusing on BPM and Lean techniques.

• Outcome: Increase efficiency and created better communication channels for customers, owners, vendors, and employees.
• Responsible for process improvement, business analysis, strategic planning, departmental goal setting, change management/transition planning, issue resolution, incentive planning and project management.
• Leveraged a multitude of methods to gain consensus and develop new ideas including focus groups, SWOT analysis, organization modeling, and SMART goals.

Confidential

Entrepreneur/Founder

• Performed research and development for a portable water desalination device. Defined the business need, assessed capability gaps, determined the solution approach and scope, and built the business case.
• Outcome: All research was used in a capstone IRP study and presentation to obtain an MBA degree. Concluded that while the product's concept was feasible and needed, venture capital investment would be necessary to mass manufacture which would be needed for company success.

Outcome: The following list contains the names of clients whose systems I have implemented into BPO call center customer service production. I have contributed to and supported implementation teams through a PMO in analyst, IT Project Manager, expat/liaison and director roles. They have given me experience with project plans, requirements, development tickets, change control, team guidance, estimation, cost analysis, prioritization, and the handling of many projects at the same time.

• Facilitated the technical integration of new clients to provide BPO Business Process Outsourcing Customer Service at several call centers in Wisconsin, Illinois and Iowa for this 700M company.
• Managed large project team of 20 which included LAN/WAN Engineers, UNIX Programmers, Desktop Engineers, Telecom SMEs, and QA.
• Oversaw change request processes including facilitating meetings with business and technology teams to assist in timely and quality project completion.
• Coordinated efforts to complete network topology, firewall optimization, G3r switch testing and telecom functionality.
• Led the drive to prepare desktop applications and GUIs.
• Monitored QA metrics and ensured a complete and quality roll-out.
• Project plans created to initiate circuit turn ups.

IT Director

Oversaw international technical operations including 5,000 PCs and VoIP phones spread over 4 locations while managing a team of 25 direct reports.

• Outcome: Created/developed an internal company-wide IT Help Desk. Hired and trained 10 HD agents whose combined efforts contributed 24/7 assistance to global operations.
• Facilitated the technical installation of new call centers.
• Hired and trained on-site IT departments.
• Executive Committee member technology representative.
• Hosted technology showcase tours to prospective and existing clients.
• Managed a number of vendors for both hardware and software.

IT Business Analyst

• Acted as a Technical Analyst and then promoted to Technical Specialist for the La Crosse, WI site build out and operation. Also worked on large application development projects for internal use.
• Gathered requirements and collaborated with Developers to modify and implement a VB .NET based internal application.
• Ensured interoperability of client-based applications in their environment.
• Installed computer and phone system in a new 350 production seat facility.
• Recruited and managed the local IT department for an inbound/outbound equipped call center.
• Performed all aspects of business analysis, client interfacing, system testing and UAT.
• Worked with LAN/WAN infrastructure, server administration, application development, DBA, telecom, desktop, implementation/project management and help desk to integrate the new center into the company matrix of sites.
• Gathered business needs, determined, documented, and prioritized requirements from the business and presented the requirements in a manner that was agreeable, measurable, and flexible.
• Managed the organization and documentation of business requirements to ensure the project team developed and implemented solutions that met customer needs and minimized defects prior to implementation.
• Assisted in the development of functional, conceptual and logical design specifications.
• Scheduled, coordinated and facilitated requirements gathering sessions with the business to identify and drive complete requirements.
• Documented requirements and work flow diagrams with focus on process improvements.
• Assisted with the creation of test plans and pre-UAT testing, documented and tracked issues and ensured timely issue resolution.
• Assisted in the development and update of project plans, schedules and estimates.
• Worked with project management to establish deadlines for completion of project deliverables.
• Documented and updated documentation for all internal system application and integration projects. Up to twelve clients were supported simultaneously.

Skills and Expertise

• Technical: MS Visio, MS Office, BPM Tools, LAN/WAN, VoIP, Unix, .NET, Oracle, SQL, MedNet, Citrix, Adobe Acrobat, PeopleSoft
• Functional: Business Analyst, Process Analyst, Project Analyst, Technical Analyst/Specialist, Project Manager, Manager, Director, Process Improvement Consultant
• Methodologies: Waterfall, Agile, Iterative, Hybrid
• Industry: Healthcare, Wholesale, Professional Services, Startup