SUMMARY:

A career minded professional seeking a position with a dynamic, growth - oriented organization dedicated to continuous improvement and innovation, where I can contribute solid Business Process Methodology and Management.

EMPLOYMENT:

Confidential, Phoenix, AZ

Lead Systems Analyst

Responsibilities:

• Lead the team of Systems Analyst in technical analysis supporting the programming and software development of Supreme Court applications
• Worked with cross-functional, multi-project team resources to ensure successful solutions are delivered according to scope, timeline and budget
• Ensured the overall system design and data quality for court applications, projects and production environments utilized processes and methodologies that were conducive to success
• Worked with the Business teams and Development teams to bridge the gap in communication to ensure the proper deliverables were attained
• Managed Requirements and backlog in TFS

Confidential, Phoenix, AZ

Project Manager/Scrum Master

Responsibilities:

• Researched and analyzed the best approach to migrate two Salesforce organizations (Sales Cloud)
• Drove the Vendor Management process and Vendor Selection process
• Conducted internal Solution Design discussions, including clarification from SMEs
• Facilitated User Story workshops with the Sales Team Product Owners using JIRA
• Was responsible for the user story creation to ensure that the visions were properly captured
• Engaged all parties during the migration to ensure proper collaboration
• Conducted User Acceptance Testing and Product Acceptance
• Successfully completed the migration of two organizations of Salesforce
• Implemented a Learning Management system that included the integration of a Payroll System
• Worked directly with HR leadership to determine current and future state for the new system
• Worked with the Marketing Team to flush out the requirements for a Marketing website to support the new Payment to Payment App
• Coordinated the efforts from a third party vendor with internal developers to merge code required to deliver the site
• Managed JIRA cloud and an internal version of JIRA to manage sprints and releases
• Created a process for communication via the marketing site to integrate functionality with the Salesforce CRM
• Worked with the Consumer Servicing Leadership team to research and choose a Salesforce CRM
• Worked with a third party vendor to get the initial phase stood up
• Was instrumental in driving user stories required to develop the Early Warning instance of Saleforce CRM
• Successfully implemented the Salesforce CRM which included integrations with five additional applications

Confidential, Phoenix, AZ

Project Manager / Scrum Master

Responsibilities:

• Removed roadblocks and obstacles to drive to completion
• Served as the liaison between Information Systems and Business stakeholders
• Assisted in grooming and prioritization of user stories and any tasks involved
• Facilitated daily stand-ups, sprint planning and retrospectives to ensure that the Agile methodology was been effectively implemented for a particular project
• Created communication plans and delivered project status updates
• Assisted the Product Owner with backlog and prioritization in addition to monitoring bugs and or defects in an effort to control scope creep.
• Created and maintained project charters, plans, schedules and budgets
• Proactively managed projects to deliver them in-scope, on-time and on-budget
• Encouraged the project team to display transparency about project status and risk, and influence them to proactively recommend solutions for issues
• Monitored the project's progression through its lifecycle and enforce checkpoints and phase gates
• Organized JIRA tasks in manner that was conducive to getting the work done, implemented methodology and processes for Development tasks and Production tasks

Confidential, Phoenix, AZ

Project Manager / Scrum Master

Responsibilities:

• Was instrumental in the adaptation of Agile Scrum methodology within the organization
• Designed, planned and executed an Intranet site derived from Oracle forms that will allow internal customers to support over 800 clients
• Managed a group of Java developers through the length of the project
• Groomed new Product Owners to bring value in to the Agile process
• Managed the JIRA board for the team and project
• Created comprehensive documentation to support the project which was associated with Confluence
• Delivered the project ahead of schedule within the original scope without any production bugs
• Performed exercises to ensure that the team avoided scope creep
• Meet regularly with Executive Management to regarding progress and Change Control

Confidential, Phoenix, AZ

Project Manager / Scrum Master

Responsibilities:

• Managed integrated teams to deliver technology solutions in support of key product initiatives by working closely with product managers, technical project managers, architects, engineers and quality assurance
• Participated in and coordinated Scrum Meetings and Sprints
• Planed project releases based on backlog coordinated with release schedule
• Provided management and administrative support to project team, including recruiting support and release documentation (Service Requests, Change Requests, etc.)
• Communicated project direction, plan and status to the customer, project team and leadership
• Ensured the project status is concise and easy to understand
• Continually report Project Team velocity, and understand and explain extreme variations
• Attended program/project-related status meetings to share relevant updates with Project Team
• Coordinated with the Team Release Manager to in corporate the build schedule with the overall Team Release schedule
• Executed project scope, managed iterative product release burndown and cost overruns
• Developed Oracle Financial application utilizing Agile Methodology
• Developed project plan, scope documents, test plan, test use cases, and project process
• Developed detailed project planning for tasks relating to implementation of Oracle product
• Experienced with Agile software development with Scrum

Confidential, Tempe, AZ

Project Manager / Business Systems Analyst

Responsibilities:

• Worked directly with Project Stakeholders, IT Business Analysts, Application Engineers and Developers to ensure requirements were achieved and successfully implemented
• Created cost benefit justification for new projects and or enhancements, while ensuring quality implementation into revenue accounting systems
• Performed quality assurance across impacted financial systems resulting from changes related to corporate initiatives revenue accounting enhancements and airline industry changes as they relate to sales, refunds, credit card billing, revenue integrity and revenue recognition
• Assisted in the delivery of technical business solutions and products to users including participating in unit testing, load testing and user acceptance testing
• Recommended and assisted in the facilitation of quality improvement efforts
• Defined, documented, implemented and managed application access maintaining consistency in defined user roles, and managing to existing security requirements and access policies
• Communicated effectively and functioned as part of a team
• Interacted with system programming/development staff and end users to restore service and/or identify and correct core problems
• Assisted in the analysis of business and user needs, documented requirements and revised existing system
• Experienced with Sabre and Shares GDS’

Project Manager

Confidential

Responsibilities:

• Owned the design, requirements and testing and delivery for Confidential such as; Choice Seats, Bags, GDS Choice Seats
• Orchestrated a thorough evaluation of the entire fleet of aircrafts to determine the ability to create dynamic pricing for Choice Seats
• Managed the Pre project with the TSA across several applications with Confidential

Sr. Analyst

Confidential

Responsibilities:

• SME on Corporate initiatives relevant to Confidential and GDS systems
• Directed projects related to work process improvements, system enhancements and productivity issues.
• Conducted work process research, analyzes the data and recommends improvements to processing routines and workflow
• Analyzed and benchmarked industry trends to drive best practices, processes and enhancements
• Demonstrated strong quantitative skills, analytical skills, problem solving skills and organizational abilities
• Proven ability to work under pressure, prioritize projects and meet deadlines. Balance the big picture with requisite details and maintain flexibility

Continental, Houston, TX

Sr. Systems Analyst

Responsibilities:

• Worked closely with Technology and other internal departments with EZR updates and releases.
• Responsible for writing Specs and business requirements for product enhancements.
• Identify bugs, enhancements, projects, and items from field reports.
• Extensive testing in EZR and SHARES GDS CRS.
• Extensive knowledge in working in Quality Center.

Manager/Operations

Confidential

Responsibilities:

• Determined resource needs and provided information to Centers on ASA, NCO, AHT and made decisions to correctly route calls in the most efficient manner.
• During afterhours also provided technical assistance to agents working remotely from home.
• Total Management of the Call Center from Operational needs to Managing employees in the absence of their immediate supervisor.
• Emergency Response contact for corporate operations in Houston HUB for the Call Center.
• Trained and assist internal customers with understanding and comprehension of Continental Airlines policy and procedures by referring them to the applicable resources and s.
• Assisted customers and provide support to system-wide sales, reservation, and customer service in solving problems, answering questions and aiding customers with general navigation of Continental.com and related Continental websites.
• Assisted customers booking Continental.com travel specials and use of Continental electronic products.
• Created tools useful to train remote Internet Support Agents with Microsoft Communicator and Live Meeting so that they could be included on spur of the moment updates and releases for the continental.com product.
• Familiarized Agents with a working knowledge of reading SHARES CRS, GDS and GUID history to troubleshoot internet related issues effectively.
• System Administrator for FirePond, Continental’s email product.
• Administrator for Continental’s Online Auction Product.
• Developed a level of confidence and fostered growth to Senior Agents and current and former members of management to transition to a remote setting to provide the same level of quality service as Confidential employees.

Customer Service Team Leader

Confidential

Responsibilities:

• Motivated team members to improve and focus on specific performance areas to increase productivity and morale
• Reviewed and discussed individual attendance, statistics, and profiles to ensure a productive and accountable team and remain proficient in technical, customer service, and sale skills to effectively train and coach team members.
• Conducted new hire to ensure the new employees are equipped with the knowledge and tools needed in general sales.
• Conducted recurrent to senior agent that may need some additional assistance to improve their knowledge base.