SUMMARY:

• “I liked Confidential when I first met her but had no idea how productive and knowledgeable she was until I asked for her help the first time. I gave her some background and minimal direction. Within a few hours she produced a full - blown draft with accuracy, details, and very relevant suggestions. As we continued to work on projects together, Confidential 's ideas, perspective, ability to analyze a problem and offer elegant solutions go far Confidential the obvious. Confidential is always dedicated to her work, highly knowledgeable, turns in all projects on time and is an absolute pleasure to work with. I trust her and her work implicitly.”
• IT Business Systems Analyst/Project Manager - ServiceNow, Siebel CRM, Content Delivery Networking
• Business Analyst/Process Analyst/Data Analyst - Worldwide Channels Support, Pricing, Country Enablement
• Technical Trainer - ServiceNow, operating systems, storage solutions, networks, WebEx Social, Quality Center, Right Now
• Sales Systems Engineer - storage solutions, network communications, business continuity, disaster recovery

TECHNICAL SKILLS:

Technology and Tools: ServiceNow, SharePoint, Box, Smartsheet, Jive, Cisco CCW, WebEx Social, Siebel CRM, Business Intelligence, Waterfall, SDLC, Agile/Rally, SOX, ITIL, Quality Center, Right Now, application migrations, architecture solution designs, data center infrastructure, use case modeling, process workflow, BAT/UAT, quality assurance, change management, business process reengineering, business continuity, storage area networks, disaster recovery planning and implementation

PROFESSIONAL EXPERIENCE:

Confidential, Santa Clara, CA

Business Process Analyst (contract)

Responsibilities:

• Process documentation, globalization, and improvement for the Network Operations teams
• Managing requirements for specific tools: Remedy, Siebel, and home-grown systems
• Internal communications and of processes and tool enhancements

Confidential, San Jose, CA

Senior Business Analyst (contract)

Responsibilities:

• Requirements gathering, documentation, and activity tracking for current confidential project; process analysis and documentation for country enablement, working with multiple cross-functional organizations to define a consistent, repeatable process for the ongoing project; working with PMO to translate from Waterfall to Agile methodology using Rally.

Confidential, Mountain View, CA

Senior Principal Consultant

Responsibilities:

• Supported service repatriation program in preparation for Confidential bringing IT services and infrastructure back inhouse from HP by improving service definition process, working with new service owners to complete service definitions, and tracking process progress.
• Served as business/process analyst/project manager for Data Center and Networking Services (DCNS), helping define new processes and policies to support new service definitions and planning addition of service definitions to the ServiceNow service catalog.
• Served as business/process analyst for Architecture Management Office (AMO), performing same functions as for DCNS plus: managing work effort tracking and documentation in SharePoint and Box converting SharePoint activity tracking to ServiceNow defining ServiceNow workflows for AMO catalog items developing ServiceNow detailed and management-level reports identifying ServiceNow defects and enhancement requirements defining use of ServiceNow to support AMO processes AMO, PMO, and AMO customers on AMO processes and use of ServiceNow.
• Managed discovery and intake of more than 2000 applications for migration from the legacy data center to the Next Generation Secure Data Center (NGSDC).
• Performed intake with app owners and tech leads for more than 20 applications earmarked for migration.
• Provided recommendations for use of ServiceNow to support an end-to-end decommission process for strategic cost management

Confidential, Santa Clara, CA

Senior Business Analyst (contract)

Responsibilities:

• Supported partner operation stakeholders on Cisco Commerce Workspace (CCW) quote and ordering with issue support, enhancement requests, and socialization of upcoming changes.
• Analyzed High Level Scope (HLS) documents, BRDs, FSDs, BFDs, and Change Requests (CR)
• Assisted in UAT planning and execution
• Defined process improvements
• Represented my team on the Cisco Commerce Change Control Board, Cisco Services Change Control Board, and the Partner Digital Working Group.

Confidential, Santa Clara, CA

Senior Business Analyst (contract)

Responsibilities:

• Trained and consulted on Cisco’s social media tool WebEx Social
• Developed train-the-trainer materials
• Performed an evaluation of existing and online Help
• Performed first level support

Confidential, Palo Alto, CA

Senior Business Systems Analyst (contract)

Responsibilities:

• Gathered requirements for a project to improve control over distribution of product binaries and report on distribution
• Worked cross-functionally with product management, web marketing, research & development, release management, and various IT teams
• Assisted transition of project from Waterfall to Agile

Confidential, Santa Clara, CA

Senior Business Systems Analyst

Responsibilities:

• As IT Volume Channel business analyst, helped address specific issues related to selling modular products via partners:
• Gathered requirements from business stakeholders on service handling, contract automation, entitlement, and document exchange
• Documented requirements, process flow diagrams, and use cases
• Planned manual and automated processes for entering requirements into Quality Center, creating reusable test cases and generating test statistics
• Created a course for this process and trained existing and new IT Volume Channel team members
• As Partner Management business analyst:
• Performed an evaluation of the current website interface for partners: conducting interviews, assimilating and organizing the responses, and making recommendations for short-term and long-term fixes - result was a number of immediate improvements
• Gathered requirements for the new Siebel CRM system, including analyzing conversion issues, performing a gap analysis, and creating functional design documents
• Defined requirements for and mapped out data fields for the integration of data from the existing Partner Management database and the new CRM system
• Worked with developers to define the initial manual process and subsequent automated processing for merging duplicate partner accounts, managing initial merges until the business administration team could take on the task when automation was ready.
• Performed a Siebel data analysis to identify data discrepancies and the root causes, including defining programmatic enhancements to prevent future errors, cleansing the data, and end-users on how to avoid future problems.
• Worked with stakeholders to improve quote templates, including gathering and documenting requirements, working with developers to define specs, planning and executing BAT/UAT, facilitating implementation, and providing support on production issues.
• As Oracle On Demand business analyst, helped develop process for converting leads to opportunities
• As Renewals business analyst, assisted that business organization in planning new quote documents
• As OBIEE business analyst, on real-time ad hoc and planned reports, facilitated the definition of reporting requirements, translating requirements into design specs, performed UAT, and coordinated stakeholder UAT.

Confidential, Santa Clara, CA

ITIL Service Management Architecture Analyst (contract)

Responsibilities:

• Analyzed and documented existing service management processes and pain points to plan for ITIL compliant process improvements in Integrated Network Systems (INS), including stakeholder interviews, definition of configuration items (CI), mapping of CI attributes and dependencies, and creation of use case diagrams and process flows
• Worked cross-functionally with IT program managers, project managers, system architects, and network engineers

Confidential, Cupertino, CA

Operations Business Process Analyst

Responsibilities:

• Analyzed, improved, and documented pricing operations business processes for new product releases and tracking application incidents using Right Now
• Delivered seminars on existing and new processes

Confidential, Santa Clara, CA

Business Systems Analyst

Responsibilities:

• Interfaced with Covad internal business customers and IT development to improve functionality and resolve issues with Covad business applications for billing, customer management, and business intelligence
• Assisted customers in defining requirements, prepared requirements and functional design documentation
• Performed quality assurance and SOX testing

Confidential, Santa Cruz, CA

Business Systems Analyst

Responsibilities:

• Interfaced with Confidential Human Resources to analyze current processes and systems and customize commercial software packages for Confidential needs
• Managed Storage Products Evaluation project