SUMMARY:

• Confidential Veteran with experience in the Special Projects Office that I turned it into a versatile professional career with more than twenty years of combined experience in management, analysis, and troubleshooting for global Fortune 500 companies in energy, hospitality, e - commerce, services, and defense.
• I have and consulted with business leaders and worked with organizational teams to help achieve strategic goals and find solutions to their business needs.
• As a Business Analyst and Consultant, I have been a dedicated team player who is adept at quickly analyzing problems, cost impact of choices, and synchronizing solutions across multiple teams while providing customers with options and building strong relationships.
• Authored Special Processes Inspector Certification processes that improved quality assurance standards across US Navy Ballistic Missile program.
• Implemented global SalesForce application that resulted in improved customer response and distribution of critical operations data.
• Lead design and development of order fulfillment process and application to help grow business unit sales from $25M to $40M.
• Improved support processes and standardized forms to reduce service toil by 40%.
• Scrum Master Certification and training of various teams onshore and offshore on Agile framework.

TECHNICAL PROFICIENCIES:

• Salesforce CRM Software - Working towards Administrator certification
• Microsoft Project
• Microsoft Visio
• Balsamiq Mockup software
• Lucidchart diagraming software
• SharePoint
• Oracle CPQ (Formerly BigMachines)
• Jira (Project Management, Service Desk & Confluence)
• VersionOne
• HTML

PROFESSIONAL EXPERIENCE:

Confidential

Solution Engineer

Responsibilities:

• Leading transition to Agile from traditional Waterfall project methodology. Responsible for training teams on agile ceremonies, team structure, and the iterative process for a complex enterprise initiative.
• Instrumental in guiding organization through development and implementation of Oracle CPQ application. Working with business and vendor to ensure solution meets the strategic requirements of the client.
• Coordinate software releases between vendor and SalesForce teams.
• Advise business on process and workflow improvements.
• Create functional requirements and UI mockups.

Confidential, Orlando, FL

JIRA Service Desk Analyst/Architect

Responsibilities:

• Scrum Master - Servant Leader of a team of five. Ensured team adhered to scrum values and ceremonies. Coached team to maximize value of each sprint. Wrote User Stories and assisted with backlog grooming.
• Analyzed organization service requests to determine where toil is experienced and where opportunities exist to simplify and reduce requests.
• Designed standardized forms to capture required information necessary to work requests.
• Identified opportunities for ticket automation and created workflow to expedite request resolution.
• Reduced number of requests through automation by 18%, reduced request follow-up by 44%, and workflow reduced request work time by 27%.
• Assisted with SalesForce configuration changes required for integration with JIRA.

Confidential, Orlando, FL

Senior Business Analyst Consultant

Responsibilities:

• Lead multiple business line clients in selecting a cross-channel order orchestration platform for dynamic supply chain networks.
• Instrumental in helping develop product strategy across multiple lines of business.
• Oversaw business units as they created requirements to determine application viability.
• Liaised with vendors during development of POC to ensure core functionality met requirements.
• Advised business unit on proposed workflow and business processes involving new application and inventory control.
• Integrated eCommerce platforms with SalesForce to capture Guest preferences for historical trends and future marketing initiatives.
• Lead design and development team on warehouse fulfillment application and processes to improve efficiency and reduce costs.

Confidential, Orlando, FL

Systems Engineer (Business Analyst)

Responsibilities:

• Scrum Master for proposal team assigned the task of creating a Management Information System (MIS) for military Fleet and Logistics Management.
• Managed complex Mobile and Web Portal Development Teams for government proposal for a Management Information System.
• Subject Matter Expert for Mobile application for field technicians.

Confidential, Orlando, FL

Business Analyst

Responsibilities:

• Scrum Master/Project Manager for global teams, on - shore & offshore, for SalesForce initiatives and implementation for global business lines and regions:
• Established a global solution and drove adaptation for alerting platform team members and management when a plant Forced Outage occurred.
• Managed Regression and UAT testing for each project assigned.
• Developed and managed automated testing process for CPQ regression, validation, and acceptance testing.

Confidential, Orlando, FL

Business Analyst

Responsibilities:

• Performed SharePoint analysis for document management of combined User Stories to establish a best practice catalog.
• Worked with Global stakeholders to elicit business requirements for Siebel Enhancement Requests.
• Drafted Test Scenarios and Scripts.
• Assisted QA teams with management of UAT.
• Collaborated with Business Stakeholders to define and document project requirements.

Confidential, Boston, MA & Orlando, FL

Business Technology Consultant and Service Engineer

Responsibilities:

• Identified inefficiencies and reviewed related information to develop and evaluate options and recommend solutions.
• Actively involved with customer facing collaboration to determine requirements and organizational goals.

Confidential, Boston, MA

Project Manager

Responsibilities:

• Created a detailed work plan identifying the tasks needed to set up the business for success.
• Used document analysis to identify resources needed for a successful establishment of the business.
• Conducted presentations for potential clients and vendors.
• Ensured business partners were in alignment on the business plan, project scope, and maintained a change management process.
• Evaluated the cost/benefit analysis of alternative options for product manufacturing.
• Introduced SalesForce.com to track wholesale and retail customers.

Confidential, Orlando, FL

Business Technology Consultant and Service Engineer

Responsibilities:

• SalesForce Subject Matter Expert for implementation and configuration. Responsible for the transition to SFDC and training of sales team.
• Selected and streamlined product offerings based on analysis of customer requirements and strategic goals, resulting in higher customer satisfaction.
• Increased client satisfaction by 25% through active listening and responding quickly to the clients’ needs.
• Sustained an 85.5% customer-satisfaction rating by monitoring technical performance and completing field visits when necessary.
• Executed a 50% reduction in the time expended on implementations by applying efficient time management procedures that resulted in improving paid billing by 20%.
• Managed, coached, and led a team of 15 while meeting customer expectations and maintaining Service Level Standards.