SUMMARY:

• Over 25 years in information technology services with an emphasis on customer relationship management.
• Strong leader who is highly organized with proven ability to resolve problems in pressure situations.
• Expertise in multiple delivery methodologies (i.e., Agile Scrum, Waterfall, etc.), analyzing business needs for product development, system conversions/transitions, and large integrated solutions.
• Assists companies to uncover new business needs and ensure priorities of business are focused on value.
• Recognized for capability to work well with customers, associates, and stakeholders.

AREAS OF EXPERTISE:

• Professional Scrum Master
• Business Analysis
• Project Management
• Multi - industry Solutions (i.e., retail, auto, communications, health, fitness, etc.)
• Product Development and Management
• Campaign Management
• Marketing and Operational Database Solutions
• Production and Delivery Management
• Back Office Operation and Business Support System Management
• Sales and Marketing Team Support
• Quality Assurance
• User Training and Consulting

PROFESSIONAL EXPERIENCE:

Confidential, Little Rock, AR

SR Business Process Analyst

• Professional Scrum Master 1 (PSM 1) certified
• Works with all levels of the organization to understand Arkansas DHS business needs and values.
• Lead in discovering, synthesizing, and analyzing information from a variety of sources within an enterprise, including tools, processes, documentation, and stakeholders.
• Lead in gap analysis on current programs to existing products.
• Drove the product direction of five (5) products across two of the many divisions supported.
• Utilizes Agile/Scrum Methodology.
• Works across AR Northrop Grumman groups to define Project Management standards.

Business Analyst III

• Worked with the product owners, client account representatives, stakeholders, etc. to translate, model, document, and communicate requirements to the technical development teams.
• Worked on multiple new releases/sprints for DataTrak. Requirement analysis/documentation was used by the development team and quality assurance teams for product delivery.
• Led in analysis of localizing DataTrak into Spanish for member facing modules.
• Assisted ABC’s international VP and director on proposals, business needs, etc. for international payment processing systems, banking relationships, etc.
• Led the process and system analysis across multiple teams of the club door system. Requirement analysis/documentation was used client sign-off, product development and quality assurance test cases.
• Developed Business Analyst (BA) Methodology for BA. Mentored new BA’s.
• Utilized the Agile/Scrum Methodology.

Director

• Worked with the executives, sales and marketing teams and customer account managers to understand processes and derive knowledge from the enterprise data.
• Led the analysis and development of process flows in Salesforce.com to capture production and sales data.
• Led and created dashboards and reports providing current business state, processing gaps, etc. from sales to production.
• Led streamlining existing statistics, reports, etc. for business decisions.

Director

• Worked with the executives, customer support teams, field management teams, network teams, etc. across all regions to understand operational needs to meet customer expectations.
• Responsible for large operational budgets, business goals, etc.
• Managed contracts with multiple back office vendors.
• Managed a team of seven resources (analysts, application administrators/developers, database developer, and business intelligence developer) to support telephone, cable, internet, wholesale, etc. back office systems (i.e., Salesforce, SharePoint, Oracle’s MetaSolv, Enghouse’s Billing Software, Operational Data Warehouse/BI, etc.).
• Provided direction/project management of new back office implementations and system integrations working with 25+ system integrators onshore (across the US) and offshore (India).
• Provided direction of the conversion of three legacy source systems to new back office systems.
• Assisted with the development of Request for Proposals for back office systems selected.
• Provided strategic direction for gathering requirements, development and support of business initiatives (i.e., sales, marketing, reporting, etc.)
• System administrator for Salesforce.com and SharePoint 2010.
• Provided internal training of CRM (Salesforce.com).
• Utilized Waterfall Methodology.

Manager

• Worked with the Chief Technical Officer (CTO) to assist in identifying initial operational support needs.
• Manager over newly created development team.
• Managed first development of data warehouse, SharePoint 2010 implementation and internal IT support request system.
• Promoted to Director.

Business Analyst

• Worked with all areas of the organization to understand current operational needs.
• Gathered operational and process requirements to identify improvements for all areas of the business.
• Promoted to Manager.

Responsibilities:

• Worked in Enterprise Business Operations, Americas supporting State, Local and Education, Federal, Systems Integration Accounts.
• Formalized HP enterprise server configurations and pricing.
• Facilitated server configuration requirements with Sales, Solution Architects, Subject-Matter-Experts, etc.

Production Manager

• Developed and facilitated daily communication client status calls and reports.
• Facilitated 30 campaign client walkthroughs providing execution and fulfillment requirements/specifications.
• Created and provided over 30 client timelines.
• Documented and facilitated 4 post project reviews.
• Reported monthly client contractual boundaries.
• Built/updated campaign data marts for campaign execution.
• Attended leadership meetings to monitor client status, review PCR’s.

Client Specialist

Responsibilities:

• Implementation owner of Acxiom campaign management tool, Rapidus, for client database solution.
• Coordinated design specification within the GRID.
• Facilitated test environment and test process flows for campaign data marts.
• Developed design specifications, VISIO process flows and Source-To-Target (STT).
• Presented design walkthrough with client for campaign execution and fulfillment system.
• Constructed client campaign workbook to capture campaign requirements/specifications.
• Developed and executed unit test cases and UAT campaigns.
• Created UAT materials and conducted UAT walkthrough at client site.

USG Conversions / Delivery Manager

• Team Lead of 4 associates (GRID-based Customer Data Integration).
• Conducted conversion kick-off meetings with client account leadership.
• Gathered requirements (internal account teams) of existing customer data integration solutions for List
• Developed and tested WFG Customer Data Integration processes.
• Lead and trained Data Architects on conversion processes and methodology.
• Performed research and interviews as well as assisting in the development of research conclusions.
• Gathered requirements and participated in presentation of recommendations to Organization
• Project Manager for new customer recognition (i.e., customer identification / matching (i.e., AbiliTec) across multiple source systems, etc.) solution
• Delivery Manager for client implementations

Business Solutions Analyst / Project Manager

• Led/participated in the discovery sessions for large customer relationship management database solutions across multiple industries.
• Utilized Acxiom and postal core products (i.e., AbiliTec, InfoBase, NCOA, etc.)
• Led in gathering and development of business requirements in the implementation of customer relationship marketing database solutions.
• Maintained Traceability Matrices and Source-To-Targets
• Participated in development of Project Implementation Methodologies (i.e., Waterfall) and sales proposal materials.
• Trained client on chosen campaign management applications; developed user training documentation.

Client Specialist

Responsibilities:

• Team Lead over software development team for Rapidus 1 and 2.0 rewrite, Acxiom’s proprietary campaign management software application. It allowed clients to quickly target their prospects and/or analyze their customers quickly.
• Product Manager, Product Consultant over Rapidus
• Provided product and release management for Rapidus
• Provided product direction
• Provide sales support and training (traveled over 30 different states and two countries, Canada and UK) for Rapidus
• Customer Training
• Prospect product/solution demonstrations
• Internal team training
• Product Consultant for Output Fulfillment/Postal Services and LOFS development in support of the direct mail marketing
• Led Functional Testing, UAT, and pilot/beta delivery for all applications

Client Specialist

Responsibilities:

• Data source identification.
• Client campaign production processing.