Sr. Analyst IT / SCRUM Master Resume Houston, TX - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Houston, TX

Sr. Analyst IT / SCRUM Master

Project Manager for multiple ongoing projects.
SCRUM Master
Analyze business requirements and design documents to develop test strategies and test plans for Self Service applications including AERO, Kiosk, United.com, iPhone/Android applications, systems, and components.
Gathering and writing requirements, assigning tasks, meeting project timelines, getting approvals from all levels of management.
Clarify, define, coordinate and direct the work of others.
Provide guidance to other team members.
Suggest resolutions to requirement and design issues.
Design and develop tools, scripts, and programs to implement functional and non - functional test automation
Design, implement and document comprehensive test data automation frameworks and harnesses.
Identify, investigate, and resolve test data quality issues.
Identify areas for efficiency improvement.
Interface with software developers on "upstream" SDLC process improvements and key activities that lead to more efficient "downstream" QA system test cycles.
Collaborate with developers in designing for "testability," leveraging development unit test programs.
Improve QA infrastructure (test tools and environments) and define processes and procedures to maximize efficiency and utilization.

Confidential, Houston, TX

CRM Senior Analyst

Project Manager for multiple ongoing projects which include gathering and writing requirements, assigning tasks, meeting project timelines, getting approvals from all levels of management, creating and implementing test plans, and help diagnose system errors.
Develop detailed recommendations for automation opportunities in many facets within Continental
Develop processes for re-design specifications.
Gain the approval of the internal Business Owners on the pending projects.
Help implement new business processes through business operations and new systems.
Develop enterprise strategies for Continental customers at all of the various touch-points in the Continental system and implement appropriate solutions.
Liaison between Marketing and Technology departments as it relates to infrastructure and back-end processing for Marketing and Operational initiatives.
Make recommendations on improved process flow through system structure designs that relates to cost reductions and customer experience.
Develop test plans as well as aide in testing projects before and post release.
Continuously finding ways to improve current processes or implement new processes.

Confidential, Houston, TX

CRM Senior Analyst

Worked closely with Operations Managers during aircraft swaps to minimize customer service impact at the airport.
Worked with airport management and flight crews system wide to determine how to best manage situations such as diversions, emergency landings and inflight emergencies.
Authorized holds for connecting customers.
Assisted Flight Recovery in re-accommodating customers during irregular operations.

Confidential, Houston, TX

Lead Customer Service Representative

Oversaw gates and agents in assigned zones in Continental’s second largest hub.
Dealt with personnel issues by counseling agents where needed.
Ensured consistency on operational, service and product delivery
Resolved high level customer service issues.
Took proactive measures to minimize operational and staffing issues by analyzing specific situations.
Utilized opportunities to decrease staffing levels for cost saving measures.
Handled all Hub Agent schedules, including, gate assignments, breaks, time off and vacations

Confidential

Airport Sales Agent

Responsible for providing exceptional customer service as well as insuring a safe and on-time departure.
Assisted other agents with any customer service issues encountered during any given flight.
Managed highly stressful situations including, but not limited to, customer service issues, over sales, aircraft swaps and irregular operations.
Ensured consistency on operational, service and product delivery.