SUMMARY:

• I am a strategic and operational business analyst with over 20 years of extensive business analysis experience. Proven staff management as well as large corporate projects with major financial responsibilities including:
• Contract management and governance of a totally outsourced IT infrastructure and Helpdesk model.
• Service delivery of application, infrastructure and process improvements.
• Delivery of requirements focused on integration of business, IT applications and infrastructure.
• Oversight of IT staff assignments; developers, business analysts and quality assurance analyst.

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Business Analyst

Responsibilities:

• Supported Cardiology, Radiology, Oncology and Pharmacy applications.
• Developed current state workflow documentation through user interviews and shadowing.
• Created requirements documentation through user workshops and interviews.
• Worked on projects outside of and within the Electronic Medical Record system; EPIC.

Confidential

Business Analyst, Lead Business Analyst

Responsibilities:

• Supported through modification and maintenance an average of 15 applications.
• Act as lead business analyst in business planning meetings and ongoing project status by developing solutions, creating requirements and preparing test plans for various system enhancements.
• Develop or review and approve all system enhancement requirements using IT and business walk throughs.
• Participate in all IT insurance changes moving into production environments ensuring consistency.
• Extensive experience with Waterfall development as well as Agile.

Confidential

IT Program Manager (contract)

Responsibilities:

• Program Manager for International Service Delivery Team. Program encompassed management of infrastructure migrations to Confidential systems as part of integration risk remediation post merger. The operations involved are internationally located in Asia, Pacific Rim, Europe, Middle East, Africa, South America and India. Migrations involve Active Directory, Microsoft Exchange and desktop images (WFDC). The implementations follow the Confidential standardized systems management utilizing Planview, with SharePoint and Microsoft office products.

Confidential

IT Contract Manager/Sr. Business Analyst, IT Outsource Governance

Responsibilities:

• Expense Reduction efforts involving restructuring and extension of both the infrastructure and helpdesk outsourcing agreements to support the recently stated runoff business model. As a result of the contract extension, the agreements were extended four years and resulted in an ongoing run rate reduction of 36%, and an overall projected savings of $20 million
• Provided business analyst support for the effort to transition the corporate data center from Charlotte to a new physical location in Blythewood, South Carolina.
• Participated in the negotiations and outsourcing of the remaining IT infrastructure functions, (mid - range and desktop engineering, operational security, and AT&T telecom) to the infrastructure outsourcer. The final agreement provided for the transfer of 22 of the 24 in-scope staff to the outsourcer ensuring minimal disruption of service as well as cost savings.
• Developed, implemented and monitored all key service levels necessary to support critical business needs. These service levels and associated financial indicators ensured that IT services needs were being effectively delivered and within budget expectations. The service levels were directly associated to resource allocations, also used for financial planning and budget tracking.
• Managed many system upgrades involving mainframe, midrange and network hardware and software. This includes operating system, communications, application and security tools, etc.in regards to software. Hardware included mainframe upgrades and consolidations, midrange hardware installations, decommissions and consolidations, network switch and router maintenance.
• Provided business analysis support during the transition from the existing outsource provider’s printing operation to an outsourced third party provider in 2008. All projects included tracking vendor resource progress, delivery of key components according to customer specifications and requirements and financial status reporting.
• As business analyst, supported corporate initiatives such as field office consolidations, relocations, closures, implementation of and user for Windows XP within field offices across the United States, and various other Project Management Office assignments as necessary.
• In 2006, managed the technology aspects of the move of the Charlotte, NC HQ internal staff involving transition of 500+ employees to a new location over a 1 month period. This initiative involved desktop and infrastructure technology and resulted in a significant financial benefit for the corporation.

Confidential

Manager, Personal Lines Customer Technology Services

Responsibilities:

• Leadership and Team Building: Overcame the challenge of integrating teams from two companies representing different cultures and business models leading the Personal IT team through the transition and integration of the Orion Capital acquisition.
• Staff Development: Designed a new team structure for business and quality analysts from resources previously shared among other groups within the IT organization.
• Introduced an integrated support model in which all customer service and quality assurance was provided by single resource.
• Combined Application Developers with Business Systems Analysts staff to form a streamlined means to effectively respond to customer needs and offer management support in regards to improvement of service levels by over 25%.

Confidential

Responsibilities:

• As lead business analyst, provided significant automation to the policy distribution process with implementation of an automated system to manage print streams, merge documentation to like recipients and reduce overall mailing expenses by over 40%.
• As lead business analyst, participated in the design and implementation of both a Personal Umbrella Liability system as well as a Dwelling Fire system to provide support for business previously handled manually.
• Various Lead Business Analyst assignments for Personal Lines business initiatives such as Department of Motor Vehicle communications system, application development process design, remote print installation within Field Offices.
• Conducted desktop for Insurance Agents within their offices for processing of business with the company.