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Business, AnalysT

SUMMARY:

A highly skilled project manager with business analyst, call center, CTI, telecommunications and vendor coordination skills. Expertise in requirements gathering, project management, data mapping, business process documentation and improvement and excellent analytical skills. Recent experience in testing,, requirements elicitation, project management and CRM, Background includes extensive knowledge interconnection, network optimization, telecommunications, tariffs, regulatory background, transportation and mobility expertise.

TECHNICAL EXPERIENCE:

Software/Databases: Siebel, MS Dynamics, Salesforce.Com, MetaSolv, Singl.eView, SharePoint, SABRE, Mercury, Remedy, HP Service Center, HP Quality Center, JIRA, Rally, QUICKR, Microsoft Office, MS Project, Visio, HTML Coding, Call Center Technologies

Hardware: Nortel, Avaya, Central Office Switches, PBXs & Key Systems

Networking: Switches, LAN

Methodologies: Disaster Recovery, Project Management, QA, Testing, Business Analysis,, Agile, Waterfall, SDLC

PROFESSIONAL EXPERIENCE:

Confidential

Business Analyst

Responsibilities:

  • Interfaces closely with key business stakeholders, portfolio managers, and subject matter experts to understand the drivers for business change
  • Enables strategic business goals and objectives through the use of technology
  • Builds strong relationships within the operating company
  • Assists in the elicitation, analysis, and realization of critical business needs
  • Conducts business systems process analysis, needs assessments, and preliminary cost/benefit assessments in an effort to align information technology solutions with business initiatives
  • Prepares functional and technical specifications, business cases and preliminary project estimates and project plans
  • Understands the importance of process standardization
  • Facilitates discussions with the business to define “as - is” and “to-be” business process design and supporting business rules

Confidential, Chicago, IL

Senior Business Analyst

Responsibilities:

  • Documentation of system/project requirements.
  • Translation of high-level business requirements into functional/system requirements for the organization and management of changes to such specifications.
  • Elicitation and documentation of business and system/functional requirements for all approved changes to business processes, systems and policies for the client.
  • Definition and documentation of requirements utilizing standardized tools and techniques.
  • Serve as liaison between developers and business.
  • Escalate Requirement and Testing issues and changes to Requirements and Testing Support Manager.
  • Schedule and facilitate Functional Team meetings.

Confidential, Flower Mound, TX

Senior Project Manager

Responsibilities:

  • Develop and maintain a detailed understanding of business processes and applications, customer needs and priorities
  • Act as a liaison between business and technical staff at all levels, while representing the Project Management Office
  • Responsible for the development, management and documentation of scope, schedule, change control, decision memos
  • Establish and develop contacts across the organization that encourage and allow information flow and knowledge transfer; provide consistent high level customer service
  • Lead multiple cross-functional teams and develop, define and manage the execution of critical program and project elements
  • Provide input and facilitate cross-functional priority setting to ensure appropriate issues are identified, tracked, reported on and resolved/escalated in a timely manner

Confidential, Chicago, IL

Requirements Systems Analyst

Responsibilities:

  • Coordinating with system Architects, Developers and system/product owners for those systems which will integrate with Sterling and SalesForce.com
  • Participating in cross-functional meetings (JAD sessions) to identify system design and development of to insure efficiencies and coordination of efforts
  • Participating in daily scrum calls with the development team, project manager and test team
  • Meeting with internal customers for requirements gathering sessions (RGS), demos, presentations and enlightenment.
  • Identifying end user needs, analyzing and organizing intricate technical information, and transforming information into professionally designed and effective programs
  • Coordinating requirements, trade-off analysis, negotiating priorities, feasibility, risk assessment/mitigation, validation
  • Responsible for requirements for telecommunications opportunities, quotes, order entry, fulfillment and billing
  • Responsible for telecommunications products and design for Sterling product catalog, and configurator
  • Creating Use Cases, business process flows and documentation (current and proposed), functional and design requirements

Confidential, Fort Worth, TX

Senior Project Manager

Responsibilities:

  • Sr. Project Manager for Admirals Club Soleil (Siebel 8.1.1) and the eLoyalty customer portal which integrates with SABRE, Customer Hub, ATMS via SOA.
  • Coordinated with Siebel Architects, Developers and system owners for those systems which will integrate with Siebel.
  • Participated in cross-functional meetings to identify shared use and development of Siebel business objects to insure efficiencies and coordination of efforts. (7 applications using 1 Siebel instance)
  • Met with internal customers for requirements gathering sessions, demos, presentations and enlightenment.
  • Responsible for requirements for the Confidential Soleil/Admirals Club project using Agile methodology
  • Identified end user needs, analyzed and organized intricate technical information via RGS, and transformed information into professionally designed and effective programs
  • Led the daily scrum calls with development and test teams
  • Led the AA Analytics efforts, coordinating with business unit, Analytics developers and architects and the ETL team to develop detailed and accurate analytics reports and metrics.
  • Insured the accuracy of OBIEE and the transfer and loading of data from OLTP into OLAP via ETL and DAC batch updates
  • Created Use Cases, User Stories, functional and design requirements, business process flows and documentation, including gap analysis
  • Executed and managed modifications and enhancements to the application and day to day user support cases related to the applications and interfaces
  • Responsible for communication, planning & management - steering committee meetings, technical team meetings
  • Coordinated requirements, trade-off analysis, negotiating priorities, feasibility, risk assessment, validation
  • Provided technical expertise to the Production Support team; end users and support technicians
  • Preparation and testing for QA and UAT validation and sign-off. Also responsible for Production validation.

Confidential, New Jersey

Sr. Delivery Manager-Siebel

Responsibilities:

  • 2/ Assigned to Pfizer Animal Health in Manhattan, NY as a Siebel Test Lead or Test Manager over UAT and System Test for the PAH CRM implementation. Assisted with Performance testing of Sales Force Automation and Marketing. Managed daily calls with development team
  • 12/ /2009 - Assigned to Confidential Business in Ashburn, VA, as a Siebel Lead Business Analyst over the July Major Release. This release provided enhancements, business process improvements and defect resolution to the PremiSys (Siebel) application. New functionality was introduced to PremiSys, for example, Statement of Work and Technical Assessment Solutions for custom products. This effort was coordinated with the May Major Release where additional integration was implemented with Singl.eView, GCS billing and several other systems both national and global. Participated in daily scrum calls.
  • 10/ /2008 - Assigned to ADT in Boca Raton, FL as a business analyst working on the Compass Revitalization Project and Roadmap. This team completed a Compass (Siebel) business process analysis and provided an executive summary presentation and a detailed document which provided details of the process analysis, recommendations and detailed plans for a 3 year Roadmap for the client to enhance and revitalize their Siebel application and for ensure end-user adoption. This effort also encompassed an upgrade from Siebel 7.8 to Siebel 8.0. Also tested Compass Release 1.1.10 using Mercury Test Director
  • 07/ /2008 - Assigned to Assurant HealthCare as a Business Analyst working on the Siebel Member/Partner Portal. Prepared and provided member portal presentations and demos to the customer. Organized and led project initiation and envisioning meetings with business owners, Assurant Business analysts and project managers. Analyzed, compared, reviewed and documented various companies’ member portal sites. Coordinated meetings with the business owners to identify and prioritize business needs and requirements for member portal.

Confidential, Milwaukee, WI

Siebel Application Engineer

Responsibilities:

  • Led the analysis, design, and implementation of enhancements and defect corrections for The Network Connection (TNC) Production application (Siebel)
  • Identified areas for improvement with the TNC application and TNC Support processes
  • Coordinated efforts with the TNC Technical Engineers, TNC Integrated Applications team, as well as various other non-TNC teams
  • Member of Siebel upgrade team from 7.8 to 8.0.

Confidential, Springboro, OH

Siebel Project Manager/Business Analyst

Responsibilities:

  • Assisted with the preparation of a global business case for adoption of Siebel for Confidential companies outside of the United States.
  • Provided Project Management services to support end users, defect resolution, requirements management, change control, risk & issue management.
  • Maintained and updated the TotalSource (Siebel) status plan, schedule, milestones, dependencies
  • Administered Issue logs, including tracking, management, and escalation
  • Responsible for communication, planning & management - steering committee meetings, technical team meetings
  • Coordinated requirements, trade-off analysis, negotiating priorities, feasibility, risk assessment, validation
  • Provided management expertise to the Production Support team; end users and support technicians

Confidential, Cincinnati, OH

Siebel Production Support

Responsibilities:

  • Executed and managed day to day user support cases related to the applications/interfaces using GAMS ticketing process.
  • Executed and managed modifications and enhancements to the applications, using prescribed GAMS ticketing process and any document templates prescribed by GE for the application support and enhancements (functional spec, architecture doc; tech spec; test scripts; etc.).
  • Interfaced with teams as required for application support, design, development,, testing and deployment.
  • Supported Siebel Call Center application which included CTI, SmartScripts, Service Requests and email integration.
  • Interfaced with GE IT Teams or any GE subcontracted vendor as required for existing/new feeds or any other DB related linkages or application deployments
  • Evaluated impact of enhancements on architecture/data model, as required ensuring DB optimization
  • Updated documentation to reflect change requests and enhancements using Confidential /Energy Standard templates.

Confidential, Newton, IA

Sr. Systems Analyst

Responsibilities:

  • Responsible for close interaction with the business representatives for Sales, Billing, Customer Care to develop the definition of the release plan and LOEs (level of effort) for new requirements.
  • Implementation of Siebel 7.5 Call Center and Order Management and upgrade of Siebel 7.8 Call Center and Order Management with CTI, Order Management, SmartScripts and Service Requests.
  • Managed change requests, business issues and inquiries, participation in reviews, requirements gathering sessions and status meetings.
  • Responsible for functional understanding Siebel from a business user and developer’s perspective, managing quality control and UAT for testing updated and new requirements.
  • Ensured project deliverables are well defined.
  • Provided closure to technical and other implementation issues
  • Developed and provided to Call Center end users, managers, executives, QA testers and UAT testers
  • Managed resolution of business issues and inquiries.

Confidential, Dallas, TX

Field Project Manager

Responsibilities:

  • Analyzed telecom invoices, reconciling to tariffs, MSAs and contract agreements.
  • Interfaced with voice, data and equipment vendors.
  • Managed medium to large projects with various existing and new Confidential subsidiaries and sites nationwide through the full life cycle of the project.
  • Provided telecommunications support for all Confidential field entities including vendor testing when necessary.

Confidential, Dallas, TX

MIS Software Application Technical Lead

Responsibilities:

  • Responsible for project plan execution and task management for a major project, “Fiber to the Premise”/FTTP. This project spans over several releases in 2003 through 2005.
  • Responsible for managing, monitoring and coordination of the FTTP project in the Retail Markets line of business and coordination and synchronization with strategic lines of business and projects with FTTP dependencies or those that impacts the FTTP project.
  • Worked with assigned members of the project team to balance quality and time-to-market.
  • Coordinated all aspects of the project life cycle.
  • Tracked and monitored expenditures VS project budget.
  • Established and facilitated project team meetings, cross portfolio and cross business unit meetings. Coordinated issues and facilitate solutions pertaining to the project process
  • Ensured project deliverables are well defined provide closure to technical and other implementation issues.
  • Introduced process changes as appropriate to expedite the delivery of quality products.

Confidential, Plano, TX

Siebel Technical Support

Responsibilities:

  • Provided support to all users of upgrade implementation of LINX (Siebel 7.5) Order Management system and Call Center
  • Assisted all users (internal and partners) with processes and functionality, analyzed errors and made necessary data corrections.
  • Reported system issues for change request.
  • Ensured accurate product selection, MRC/NRC/ICB billing and pricing for creating an accurate quote.
  • Scrubbed orders for discrepancies, billing holds and rejects.
  • Validated data gathering requirements for correct product configurations.
  • Researched and queried miscoding accounts for leveraging subscriber line revenue recovery.
  • Responsible for product specialization of On/Off-Net and routine install and MACD, service orders.
  • Tracked quotes and orders to ensure workflow progression is documented from open-proposed-order placed to OE Complete status.
  • Used with Siebel 7.5, MetaSolv (TBS), Saville and IPS applications.
  • Worked on any outstanding process flow issues for Siebel/Linx Integration.
  • Coordinated any process changes that affected workflow production.

Confidential, Dallas, TX

Release/Project Manager

Responsibilities:

  • Responsible for the successful delivery of product releases to market.
  • Responsible for managing, monitoring and coordination of software releases in the Retail Markets line of business.
  • Worked with Business Requirements Management, R & D and Test and Support to insure a smooth and seamless release of software products to market.
  • Worked with assigned members of the release team to balance quality and time-to-market.
  • Worked with management to assign and manage priorities.
  • Coordinated all aspects of a release life cycle track and monitor expenditures VS project budget.
  • Established and facilitated release team meetings.
  • Coordinated issues and facilitated solutions pertaining to the release process.
  • Ensured project deliverables are well defined.
  • Provided closure to technical and other implementation issues.
  • Introduced process changes as appropriate to expedite the delivery of quality products.

Advanced Systems Business Analyst

Confidential

Responsibilities:

  • Provided Tier II support to the National LSR Center in Durham, North Carolina for Supplier Gateway. Supplier Gateway provides mapping to and from ILECs to the DLEC’s Order Management Systems.
  • Responsible for OSS connectivity and testing for ILEC interconnection, interoperability testing, UAT and Regression testing and Software Vendor, interpretation of and maintaining compliancy with ILEC Business Rules, preparation and management of Change Requests and Business Requirements Documents and pro-active system enhancement. The primary products were DSL services and Fast Packet.

Confidential, Plano, TX

Sr. Systems Analyst

Responsibilities:

  • Responsible for close interaction with the business representatives for Sales, Billing, Customer Care and Service Delivery for developing the definition of the release plan and LOEs (level of effort) for new requirements.
  • Understood and enhanced regional and national business requirements.
  • Managed change requests, business issues and inquiries, participation in reviews, requirements gathering sessions and status meetings.
  • Understood and assisted in defining the Business Center and SFA (Sales Force Automation) business processes, managing Change Requests.
  • Responsible for functional understanding LINX (Siebel) from a business user and developer’s perspective, managing quality control and UAT for testing updated and new requirements.
  • Managed resolution of business issues and inquiries. The applications involved are Siebel Communications, Siebel Sales Force Automation, MetaSolv TBS, Saville and Vitria.

Confidential, Plano, TX

Business Analyst

Responsibilities:

  • Assisted CLEC clients with Interconnect and Joint Implementation Agreements (JIA) with the ILEC trading partners.
  • Documented processes and procedures for interconnect JIA and OSS connectivity.
  • Developed nationwide relationships between Confidential and ILECs for interoperability testing and Software Vendor .
  • Served as a Telecommunications and regulatory Subject Matter Expert. The applications of focus were MetaSolv TBS and Confidential Gateways in relation to all major ILEC OSSs.

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