SUMMARY:

• An information technology professional that thinks creatively and strategically with experience in web - based CRM application, e-commerce, websites, sales, and marketing.

• Work experience includes 10 years as a business analyst, over 6 years with CRM applications, 3 years working in residential real estate, and 3 years in advertising as an account executive.
• Tasks within information technology include process management, risk management, project prioritization, systems analysis, project planning, documenting requirements/technical specifications, testing, and supporting end users.
• This includes experience in every step of the System Development Lifecycle (SDLC).

TECHNICAL SKILLS:

• MS Dynamics CRM 2011, MS Dynamics CRM 4.0, Salesforce.com, Pivotal CRM, SiteCore, WordPress, Team Foundation Server, Microsoft Test Manager, MS Word, MS Excel, MS PowerPoint, MS Project, MS Visio, MS SharePoint, Photoshop, Lightroom, Jira, Gigya, Logis, CAD, Computer Aided Dispatch, Tableau, Cerner, deVero, GPS

• Business Analysis, Business Analyst, CRM, Dynamics, Salesforce.com, cView, MS Dynamics CRM 2011, MS Dynamics CRM 4.0, Salesforce.com, Pivotal CRM, iMIS, MS Word, MS Excel, MS PowerPoint, MS Project, MS Visio, MS SharePoint, MOSS, Requirement gathering, documentation, testing, test cases, process management, project prioritization, systems analysis, project planning, documenting requirements/technical specifications, gap analysis, coordinate, plan, initiate, and executed, User acceptance Testing(UAT), Test plans, Current process, future process, As-is, To-Be, business process, methodology, discovery sessions, Agile, Epic, User Stories, acceptance criteria, iteration, Sitecore, Team Foundation Server, Microsoft Test Manager, Gigya, Web application, Blog, Content Management, wordpress, CAD, Computer Aided Dispatch, mobile, tablet, responsive design, Logis, Jira, Cerner, deVero, GPS, tableau, business requirement document, use cases, user stories

EXPERIENCE:

Confidential, Dallas, TX

IT Manager Software Development Medical Operations

• Due to corporate restructuring the medical operations team has folded under another arm of the parent company, Envision Health, causing a large scale layoff.

• Provide continued development and deployment of innovative operational management software (Logis CAD: Computer Aided Dispatch) in the healthcare space.
• Manage the Software Development Life Cycle from start to finish.
• Develop and document end user requirements, as-is process flows, to-be process flows, and use case scenarios.
• Provide oversight of development efforts by both internal and external development teams.
• Develop and execute test scripts for new technology or software releases.
• Develop and deploy software updates and training material to various care teams and stakeholders.
• Expand knowledge base and education of technology and healthcare through self-education and formal learning opportunities when available.
• Manage credentialing and governance of users within various software platforms.
• Provide local and remote end user support for both administrative and mobile clinical users.
• Work with Clinical System teammates, vendors, and end users to troubleshoot & resolve known issues.
• Develop and manage a software knowledge base for all categories of users and stakeholders.
• Assist IT with initiating coordination and escalation for repair, replacement, and/or installation of new/damaged hardware for mobile users.
• Generate routine and ad hoc reports from clinical systems as requested.
• Adhere to all company policies and procedures, including compliance with Information Systems security policies and procedure.
• Implementing Jira for project management and support of Logis.
• Planned of integration of services (Cerner and deVero) into Logis.
• Managed change requests of Logis application for change review board.
• Identified workflow improvements for users for Logis CAD platform.
• Worked with 3rd party vendors on development for configuration and customization of Logis platform.

Confidential, Addison, TX

Sr.Business Analyst

• Work on Sitecore deployment team to deploy Content Management platform for Europe and Asia Pacific regions.

• Work on Global Core Upgrade Project for Confidential from Sharepoint to SiteCore platform including Guest Checkout Payment process, EZ Ship payment process, Customer Delivery System process, Address management, Subscription, Beaute-Vite, and Beauty-E-Newsletter.
• Collaborate with product owners, project managers, subject matter experts, project managers, developers, Quality Analysts, and Usability experts for migration of development for enhancements to markets and new functionality from SharePoint to Site Core content manager application.
• Responsible for creating epics, creating user stories, writing acceptance criteria, writing test cases, executing test cases, and creating bugs and failed test tasks within Team Foundation Server
• Ran test cases using Microsoft Test Manager.
• Reviewed Business Requirements Document as a base for creating backlog for Global Core Upgrade project.
• Development effort included several services calls for payment, inventory, and Address validation.
• Utilize agile methodology to manage backlog for the project.

Confidential, Richardson, TX

Sr. Business Analyst

• Worked on Salesforce.com for the Pharmacy Benefit Management team for enhancements/change requests and projects.

• Responsible for eliciting business requirements; creating business requirements documents, functional requirement documents, non-functional requirement documents, and requirements traceability matrix.
• Worked with business, developers, and QA analyst teams to coordinate business requirements approvals.
• Coordinate discovery meetings to understand requirements for each project.
• Analyzed Salesforce.com workflow process to implement Pega.
• Worked with 3rd party vendors of Salesforce.com to implement enhancement/change requests.
• Organized and updated business analyst documents in SharePoint.
• Managed estimated completion dates for business analyst deliverables.

Confidential, Addison, TX

Business Analyst

• Worked on Salesforce.com for Loss Confidential utilizing case management/service module.

• Responsible for administration of Salesforce.com administration along with obtaining business and technical requirements.
• Configured case management module of Salesforce.com for Loss Confidential .
• Responsible for coordinating changes to users and profile of Salesforce.com.
• Coordinate testing for changes made to Salesforce.com including development, test, and production environment.
• Manage business requirements through all facets of SDLC.
• Proactively identify areas of improvement.
• Managed the fast track and monthly release cycles for enhancements/bugs.
• Worked with the Line of Business, developers, and Quality Assurance Analysts through the build phase of development.

Confidential, Dallas, TX

Business Systems Administrator

• Responsible for updating membership data and creating event registration within iMIS, the back-end system for Women’s Foodservice Forum.

• Customized opportunities section of Salesforce.com to track sponsorship contracts.
• Created Workflow in Salesforce.com for invoice procurement
• Translate business requirements into project plan for presentation to executive team.
• Analyzed current process to make recommendations on future state for all technology efforts.
• Worked with developers to provide functional requirements for the iMIS upgrade.
• Led testing and tracking of bugs for iMIS upgrade project.
• Manage enhancement and configuration changes for salesforce.com.
• Create training documents for use of iMIS and Salesforce.com.
• Manage 3rd party IT vendor for the business needs of the organization.
• Pulled data integrity reports to maintain correct member records within iMIS.
• Provided reports to track event registration.
• Administered iL INC for monthly webinar including set up of session, recording slides prior to the event, troubleshooting issues during the webinar, and editing the recorded webinar.
• Responsible for database clean up including merging duplicate records, and setting up the correct relationship for parent companies.
• Tested enhancements and troubleshoot issues with 3rd party vendor of the iMIS system.

Confidential, Dallas, TX

Consultant, Business Analysis

• Part of the Microsoft Dynamics CRM service line.

• Acts as a liaison between business sponsors and technical organization by gathering business requirements to create business requirements document, use cases, test plans, and test case for the Dynamics CRM implementation.
• Created gap analysis of the business requirements for Dynamic CRM implementation.
• Effectively facilitated team and client meetings.
• Created functional specifications for the customizations that is needed for the Dynamic CRM implementation.
• Create demo scripts for MS Dynamics CRM Demoware that will allow sales team to acquire more clients.
• Specified system requirements for business processes for client.
• Coordinated, initiated, and executed test plans for implementation.

Confidential, Frisco, TX

Marketing and content consultant

• Set up blog for Confidential to tell the story of my photography and the people who inspire my photography.

• Freelance photographer for local businesses, publications, and websites.
• Created business requirements and worked with 3rd party vendor for websites.
• Responsible for creating content for social media and websites.
• Edited images for photography client.
• Managed website through content management system software.

Confidential

Business Analyst

• Part of the E-Commerce project to consolidate the functionality of the commercial and retail E-Commerce website.

• Responsible for Customer Identification aspect of Confidential E-Commerce website.
• Coordinated and participated in Joint Application Development (JAD) Sessions to review business requirement documentation.
• Acts as an internal consultant within technology and business groups by creating Functional Specification documents that are used to identify technical processes that will be re-engineer to improve the website system for the end users.
• Created activity, sequence, and data flow diagrams for E-Commerce project, which included diagrams for identifying customer and processing transactions using web-based application.
• Acts as a liaison between business sponsors and technical organization by planning, conducting, and directing the analysis of highly complex business problems to be solved with automated systems as it relates to the E-Commerce website.
• Created gap analysis for opportunities to increase revenue with the use of Confidential website.
• Review current functionality to analyze future enhancements of the E-Commerce system.
• Prepared resource analysis for customer identification and account access of the E-Commerce project.
• Created functional and technical specifications for changes to the improved E-Commerce system.
• Coordinate, plan, initiate, and executed User Acceptance Testing (UAT) for Express Pay system.

Confidential, Richardson, Texas

Sr. Business Analyst

• Responsible for the implementation of the Pivotal CRM (Customer Relationship Management) web-based application that utilized .Net/VB application.

• Gathered business requirements from business leads and application experts.
• Created gap analysis for opportunities to increase sales process and revenue with the use of CRM application.
• Created use cases and functional requirements for CRM application.
• Responsible for training and managing internal customers in the correct use of the Customer Relationship Management application to help establish efficient business processes.
• Created modeling system architecture for Sales Force Automation based on object-oriented design.
• Prepared resource analysis for migration of database from legacy system to Pivotal CRM project.
• Provides technical assistance in identifying, evaluating, and developing and procedures that are cost effective and meet business requirements for the CRM application.

Confidential, Irving, Texas

Business System Analyst

• Part of the Loyalty Operations team for the Hilton Honors account.

• Managed and researched issues on several applications used by Hilton Honors group.
• Gathered business requirements and documented test scripts for new systems.
• Ran regression test of Polaris (Web based CRM application) for enhancement release.
• Utilize SQL query to quality control and audit Hilton Honors partner bonuses to correct information in database requested by the client.
• Managed testing and monitoring of Mercury (Web based application used to implement partner bonus) to make sure transactions were not taking longer than 2 seconds.

Confidential, Dallas, Texas

Business Analyst

• Analyzed business requirements to create use cases, process flows, conceptual model and test scripts for reporting tool of the ERP application.

• Verified that reporting tool functions according to business requirements.
• Created entity relationship diagrams along with data flow diagrams to ensure that the reporting tool allow users to pull generic reports along with customize a report based on reporting criteria of the supply chain.
• Analyzed data tables to provide search criteria for the reporting tool.

Confidential, Dallas, Texas

Business Analyst

• Worked on Pathways (Sales System), a web based CRM application that was customized from the Pivotal program and utilized SQL server, .Net/VB application.

• Created business requirements, functional requirements, use cases and test scripts for upgrade of sales system/Customer Relationship Management application based on object oriented design.
• Determine in-scope, out of scope for each enhancement, and fixes to the CRM application.
• Worked with developers to enhance the financial calculator application of the sales system to improve process to validate, process and ensure that all documents for loan files are included for the sale of a home.
• Analyzed database design, user requirements, process flow, procedures and problems in order to improve existing computer system.
• Held weekly status meetings to report project status, issues, risks, and set expectations to business project owners.
• Supported all operational and technical objectives set forth by senior management for the Customer Relationship Management and Sales Force Automation applications.
• Reviewed and prioritized enhancement requests placed by end users with the project team.
• Worked with user groups to train, resolve questions, assess user needs, and managed internal customers in the correct use of the point of sale application to achieve significant improvements in their productivity.
• Investigated and resolved computer software and hardware problems of users.

Confidential, Irvine, CA

Application Administrator

• Updated sales information in CRM system to provide accurate information for the Sales Director on the reports going to the corporate office.

• Set up and maintained financial calculator tool of the sales system to pre-approve customer for a home loan.
• Automated the process to generate loan documents for the sales representatives to process a home loan.
• Worked with Title Company to ensure that proper documents are available for sales representatives.
• Analyzed database design, user requirements, process flow, procedures and problems to improve existing computer system for the Confidential .
• Worked with user groups to train, resolve questions, assess user needs, and managed internal customers in the correct use of the point of sale application to achieve significant improvements in their productivity.
• Analyzed reports weekly to ensure that sales data was entered accurately and on time to the corporate office.
• Created use cases and work flow diagrams to evaluate business process of the sales team to ensure that the sales data are accurate through the escrow process.
• Analyzed business processes to provide input regarding industry trends to implement Pathways (Sales System/CRM), Competitive Analysis Tracking system (Access based program) and Backlog Reporting System (Data Warehouse) into South Coast Division.
• Gathered research data to create marketing reports of the customer demographic and to track consumer trends of buyers for the Confidential .