SUMMARY

Business Analyst with experience in waterfall and agile development environments Interacting with two development teams of 30 developers each Managed assignments for team of up to eight subject matter experts Identifying business requirements functional requirements Facilitating systems integration testing systems acceptance testing Working directly with users developers and all levels management to develop test implement applications throughout the software development life cycle process.

Experience

Confidential

Business Analyst

• For over six years I have supported the Defense Property Accountability System DPAS as a Business Analyst under direction of the Office of the Under Secretary of Defense OUSD . Our project is funded 2.5 million per year to seek out software the military is paying for and replace it at no cost with an existing or a custom solution. My duties encompass all phases of software development from requirements identification to ongoing support after implementation. The most recent project was a Warehousing module which manages issued and returned materiel to individuals and units being deployed developed from scratch and implemented at all Marine Corps sites. I processed system changes to the existing Property Accountability module which involved complex interfaces including over twelve accounting systems. I work individually and as part of a team under direction of project manager to schedule lead and participate in business requirement sessions develop detail design specifications/functional requirement documents FRD use cases and scenarios/user stories. I perform complex studies pertaining to development of new and modification of existing software applications and information systems. I often take a leadership role as I work with agency users developers and all levels of management acting as a liaison between developers and end users. Use of attention to detail strong written and oral communication with end users and the developers to create detailed design specifications which met and exceeded the customer requirements. My skills include but are not limited to
• Ability to test and analyze data.
• Ability to organize multiple projects work well under pressure and to react to shifting priorities without compromising any of the projects.
• Ability to effectively communicate with technical and non-technical groups.
• Accomplishments include
• Program analysis used to cancel 12 billion presidential helicopter acquisition.
• For fiscal year 2015 total project savings to the military of 126 million.
• For fiscal year 2014 total project savings to the military of 296 million.

Confidential

Vendor Relations Representative

• Receipt entry and tracking for every Return To Vender RTV Purchase Order PO and Bill of Lading BL in Glovia and RLog. Use of MS Excel to create spreadsheets pivot tables formulas and visual basic templates which are currently being used by Vendor Relations Department. Same day resolution on all discrepancies variances and issues as identified by the client or client s vendors. Collaborative creation and development of Quanta SLC application for the Genco Lockbourne location. Design creation and implementation of macro to reduce data entry discrepancies and double efficiency.
• Accomplishments include
• Design and implementation of RTV Reconciliation process which reduced part and quantity variances from over 800 per fiscal quarter to 0.
• Redesign of PO Reconciliation process which reduced processing time by three hours and improved accuracy to 99.98 .

Confidential

Level 3 Supervisor

Supervision of a dynamic team of 20 to 30 Tier 3 agents. Resolution of all issues provided by the client. This frequently involved going outside the client s support boundaries to resolve hardware and software issues which did not pertain to Verizon DSL Internet and which had no defined support methods or procedures. Acknowledgement and resolution of customer complaints when a supervisor was requested. Duties included monitoring and coaching agents for accuracy efficiency and professionalism. Same day root cause and resolution of all issues and concerns reported by the client. Running reports to trend outages performance attendance and call flow.

Accomplishments include

Collaborative consolidation of the Ticket Management and Chronic Issues projects into existing Level III Support Project which increased first call resolution decreased call turnover and employee turnover.

Confidential

Level 2 Supervisor

Supervision of a dynamic team of 15 to 40 Tier 2 agents. Duties included monitoring and coaching of call times quality assurance attendance first call resolution and schedule adherence. Continual review of agent statistics from a number call recording programs call center s phone switch CCMS Remedy and direct feedback from client. Team Chester repeatedly won the monthly Top Team award. This was due largely not only to following company established guidelines but due to identification and coaching on areas an individual agent could improve even if already operating at acceptable levels. Due to individualized coaching and training the first visually impaired agent to be promoted at Teleperformance USA was on Team Chester. Creation of templates in Notepad MS Word and MS Excel to streamline monitoring and Q/A processes. Awarded Top Supervisor award after first month in the position.

Accomplishments include

• Awarded Top Supervisor award after first month in the position.
• Due to individualized coaching and training the first visually impaired agent to be promoted was on Team Chester.
• Creation of templates in Notepad MS Word and MS Excel to streamline monitoring and Q/A processes.

Confidential

Ticket Management

Collaborative creation of the Columbus Verizon DSL Ticket Management project. Use of Remedy and open source macro and Verizon Proprietary systems to review update and resolve escalated issues. This involved working with several hundred dispatch centers thousands of field technicians and multiple Maintenance Control Offices. Point of contact between the customer and Verizon Network Operations. Resolution of every trouble ticket escalated ranging from 300 to 2000 escalations per day. Execution reports to expedite resolution of system outages and coaching agents for incomplete or inaccurate troubleshooting.

Accomplishments include

• Collaborative creation of the Columbus Verizon Ticket Management project which reduced network escalation turn-around from two weeks to sixteen hours.
• Combined efforts of Ticket Management resulted in contract bonuses sufficient to devote seven full time positions.
• Collaborative design testing modification and implementation of Call Tracker Template which reduced agent call times by up to five minutes.

Confidential

Level 3 Support

Internal help desk for Verizon DSL Tier 2 representatives. Answer calls from Tier 2 agents regarding issues ranging from internet access and usage to supervisor escalations. Track all calls in proprietary call tracking database. Follow up with customers regarding escalated issues via phone and/or email. Development of new support methods and procedures while revamping outdated ones. Creation of databases and templates MS Excel Visual Basic Oracle used by frontline agents which reduced call time and improved accuracy.

Accomplishments include

• Development and implementation of Knowledge Base.
• Continual increased accuracy and efficiency changes which led to the growth from 60 agents to 1 600 agents.
• Due to the job creation Mayor of Columbus Ohio Michael Coleman filmed a live news segment presenting an award to the Teleperformance USA Verizon project.

Confidential

Level 1 Level 2 Support

Assist customers as they call in with dialup and ISDN connectivity Windows or Mac email Outlook and Outlook Express newsgroup and FTP Any FTP program issues using support boundaries outlined in client s Online Tech Support Database. Track and record every call using client proprietary call tracking software. This included various databases per call type and resolution. Last level support for call centers in Columbus OH and Fort Myers FL. Partner with customers and BellSouth Network Operations to resolve system outages. Assist customers in resolving equipment issues including setup return replacement and tracking. Email based support where customers would request assistance through email instead of via phone. Chosen as to be one of five agents out of 600 to start Outbound Response Center.

Accomplishments include

• Top five percent ranking for highest calls taken tickets created and lowest talk times each month.
• Development debugging implementation and training on Outbound Response Center application used by all 600 Level I Helpdesk agents at peak of project.
• Chosen by project managers from over 300 agents to be one of two Tier 3 agents.