SUMMARY:

• Results - oriented information technology (IT) professional with extensive experience in systems engineering, business analysis, project management, process improvement, systems development life cycle (SDLC), and enterprise implementations.
• Experienced in eliciting, analyzing, and documenting business requirements and functional/non-functional specifications.
• Proven track record of delivering enterprise solutions to support the business and aligning technical solutions with business needs.
• Fully capable of introducing and implementing effective solutions for the improvement of efficiency, productivity, and profitability. Adept at cultivating relationships with key stakeholders, executives, and business users across all business areas to determine high-level requirements and accurately distilling information for technical teams. Outstanding written, verbal and presentation skills.

TECHNICAL SKILLS:

Operating Systems: Windows XP, 7, 8, 10 and Windows Server 2008 and 2012.

Software: Salesforce, Pardot, Domo, WalkMe, InsideSales, Google Applications, Gliffy, Smartsheet, Balsamiq, Microsoft Office Suite, K2 blackpearl, ServiceNow, SharePoint 2010/2013, Microsoft Dynamics CRM 2013, Microsoft Project 2013, Lawson Financial S3 Suite (AS/400 Platform), ImageNow, Concur, and SQL Server 2012.

PROFESSIONAL EXPERIENCE:

Confidential, Indianapolis, IN

BUSINESS OPERATIONS MANAGER

Responsibilities:

• Functions as the visionary leader, focuses on strategy and implementation, and articulates the goals and objectives of Confidential, and how it impacts the business.
• Serves as the central point of contact and primary interface for all Confidential related issues.
• Collaborates with all levels of the organization to drive alignment and establish global requirements and priorities, research solutions, propose strategies, remove/resolve roadblocks, and ultimately drive results.
• Accountable for utilization, productivity and maintenance gains for Confidential instance used by 700 global users.
• Maps out and defines the list of dependent projects that need to be completed to reach overall goals. Actively manages multiple global projects to meet or exceed business goals with the intention of improving the organization’s performance.
• Develops business cases for strategic programs and presents to executives. Works with executive leadership to define and plan new projects and roll out of group-wide initiatives.
• Leads, manages and provides support for concurrent complex, cross-functional initiatives end-to-end.
• Coordinates with key stakeholders to determine project scope, drive commitment, and ultimately set product delivery expectations.
• Serves as a conduit between users, product lines, departments, management and the development team.
• Monitors and researches technology changes and advancements to discover ways the company can gain a competitive advantage.
• Provides leadership, training, mentoring, coaching, and direction to a team of highly motivated professionals toward the collective and individual goals and objectives.
• Deploys process improvements and makes the project organization efficient and transparent—in line with departmental and project processes.
• Provides strong problem solving related to shaping strategic focus and operational approach for new business initiatives.
• Proactively manages risk—defines the risks of the project and develops scenarios to overcome risks.
• Establishes and enforces program approach including but not limited to deliverables mapping with different stages of the project as well as establishing sign off process for the same.
• Engages with third-party vendors to ensure proper alignment and management of activities.
• Facilitates cross-functional working team meetings efficiently and effectively, with ability to connect dots, influence key decisions, and escalate at the appropriate time.
• Creates and manages all internal and external communications, training materials and presentations to accompany rollouts.
• Negotiates contracts and pricing for hardware/software purchases and consulting services.
• Emphasizes tighter integration, closely knit communications and more control over program resources and priorities.

Confidential, Indianapolis, IN

MANAGER CONSULTANT

Responsibilities:

• Functioned as the lead for multinational support team within an IT Infrastructure Library (ITIL) framework for federally regulated, Fortune 100, pharmaceutical company.
• Led and managed the support team to deliver outstanding customer focused service for enterprise class collaboration, document management, workflow, and advanced rendering system.
• Managed the prioritization and allocation of work across the team including on-shore and off-shore resources.
• Ensured applications and systems were available to the business users as agreed upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Directed all aspects of projects management, including monitoring scope, schedule, quality, dependencies, risks, and benefits throughout the project lifecycle. Created project artifacts, such as project plans, metrics, team and stakeholder communications, resource requirements and timelines.
• Led alignment and collaboration across onshore and offshore stakeholders. Monitored and reported project performance against the project plan and completed corrective action when required.
• Adhered to governance structures and processes to drive and manage projects. Performed regular project reviews with project team and stakeholders. Identified and highlighted risks and issues within the project and escalated appropriately.
• Served as the “Voice of the Customer” on project initiatives. Assessed and provided feedback to project teams from the perspective of the customer.
• Ensured requirements were developed, understood, prioritized, and completed on schedule and with the defined level of quality.
• Addressed incident and request escalation issues within team. Worked and collaborated with leadership, team peers, and individuals across business and technology to resolve wider impacting and more complex issues.
• Led incident response function in keeping with existing policies, protocols and procedures.
• Ensured all incidents were resolved against SLAs.
• Ensured resolutions were implemented through the appropriate control procedures.
• Supported the authorization of changes and assisted change management in the assessment and prioritization of changes.

Confidential, Indianapolis, IN

SALESFORCE SENIOR BUSINESS ANALYST

Responsibilities:

• Involved in all aspects of the SDLC—from engaging stakeholders and end-users, gathering requirements, documenting business requirements and solution design, administering and configuring Confidential, and conducting user acceptance testing.
• Translated vision into technology solutions by combining functional expertise with a unique understanding of what is possible with Confidential ’s applications, platform and partner applications. Delivered high-quality solutions quickly by using an iterative deployment approach. Created innovative solutions that fit organizations’ unique business needs and best leveraged their customized solution.
• Integrated Confidential with other critical systems such as marketing, customer service, order management, quoting, and ERP, and worked directly with clients and onshore and offshore project team members.
• Functioned as a liaison between business and technology. Collaborated with groups of internal and external stakeholders.
• Followed leadership directives and worked effectively with others on common tasks. Served as co-lead for the Business Analysis Center of Excellence (BA CoE) and promoted collaboration, development and maintenance of information on the application of business analysis best practices and lessons learned.
• Facilitated the preparation of presentations, training and program initiatives. Liaised with other BA CoE members, colleagues, and organizational leaders, as appropriate, to develop and/or change policies, programs or processes.
• Mentored new business analysts on the core business analysis methodologies and techniques. Managed on-shore and off-shore developers by assigning, delegating, and prioritizing work activities.

Confidential, Indianapolis, IN

MANAGER OF APPLICATIONS

Responsibilities:

• Cooperated with peer managers and directly reported to the senior vice president/chief technology officer (SVP/CTO).
• Assisted in preparing the $5.5M worth departmental budget for IT service management which included maintenance fees, consulting requirements, organizational and facilities changes as well as proposed projects in order to determine and manage budgets while considering financial constraints.
• Handled the allocation and coordination of projects to the application support team by determining urgent issues, business objectives, technological advances, and software, hardware, and infrastructure requirements and changes.
• Capitalized on industry and enterprise adeptness in evaluating new technology, presented tradeoffs, identified impact on business, and provided advice to senior management.
• Managed the implementation team and departmental objectives and provided leadership over the information technology systems, personnel, services, policies and procedures. Expertly managed the application support group of five in-house technical professionals and diverse third-party developers, vendors, consultants, contractors and up to 30 plus project team members.
• Provided support when necessary to assist, troubleshoot, or diagnose complex server and/or application issues.
• Assisted with the development and implementation of a disaster recovery strategy.
• Stayed abreast of government regulations applicable to system operations and ensured compliance with all Sarbanes-Oxley (SOX) controls.

Confidential, Indianapolis, IN

SENIOR BUSINESS ANALYST

Responsibilities:

• Tasked with understanding business change needs, assessing the business impact of those changes, capturing, analyzing and documenting requirements and supporting the communication and delivery of requirements with relevant stakeholders.
• Sustained communication with business, technical staff, and management to resolve complex issues through technology, and participated in project planning, scope definition, and estimating. Systematically organized business and functional requirements and coordinated requirements to the project team for the design and application of business solutions.
• Led the identification, assessment, and documentation of business needs, delivered recommendation regarding business priorities, and advised business units with options, risks, and costs versus benefits.
• Employed knowledge of data processes on extraction, transformation, and loading (ETL) processes.
• Organized workloads of other team members, managed milestones and critical dates, established potential issues of schedule, and mitigated risks.
• Stabilized communication with software vendors in order to ensure that critical patches, updates, and upgrades were applied.

Confidential, Indianapolis, IN

BUSINESS SYSTEMS ANALYST

Responsibilities:

• Assumed full responsibility in gathering requirements, developing, debugging and installing code, and performing testing on Business Planning and Control System (BPCS) in an AS/400 manufacturing environment.
• Presided over the utilization of ShowCase Query and Report Writer in collecting data from BPCS, while leading the formulation of custom reports and forms for various departments.
• Administered BPCS and provided technical support by researching and resolving issues.
• Conducted necessary reviews and documented business processes to establish efficiency and productivity improvements.
• Provided instruction and training to the end users.