PROFESSIONAL SUMMARY:

• Business professional with over 10 years of experience working on process and performance improvement initiatives.
• Expertise includes process analysis & improvement, data analysis & reporting, and project management.
• Proven track record of being able to deliver on projects with demanding deliverables.
• Worked in various capacities in Security, Network, Customer Service, Finance, and Operations groups in IT, Telecom, and Banking sectors.

SKILL:

• Project Management
• Business Analysis
• Data Analysis
• Reporting
• Process Modeling
• Process Analysis
• Process Improvement
• Six Sigma & Lean
• Performance Measurement
• Management Consulting
• Systems Analysis
• Requirements Management

PROFESSIONAL EXPERIENCE:

Confidential, McLean, VA

Sr. Consultant, Business Process Management

Responsibilities:

• Worked with SME and process owners to collect existing process documentation, controls and metrics for identified Retail bank functions from a Branch Operations perspective.
• Created process documentation including - Process Summary, RACI, SIPOC, Process Maps, Customer/Stakeholder/Regulator Expectations, Control Plan, Risk Assessment & Improvement Plan, Periodic Performance Assessment Plan, etc. for critical & high risk Branch Operations processes. Validated process artifacts created with process and compliance SME, & process owners to obtain approval.
• Received Best Customer Service Award for consistently receiving excellent customer feedback - Sep 2013

Confidential, Ashburn, VA

Senior Systems Analyst

Responsibilities:

• Conducted data analysis on production and historical Oracle data repositories to determine ways to collect information of interest to management. Worked on data visualization and presentation for executive reporting. Provided requirements to development team, and led efforts to automate data collection and integration of new metrics into ongoing reporting, executive dashboards and scorecards primarily in Informatica.
• Supported process modeling team in documenting VZB IT process flow through, activity diagrams, and use cases in IBM Websphere process modeler.
• Metrics lead for TPTA (Transport Provisioning and Test Automation) program and supporting projects. As Verizon Business continued on its long term architecture roadmap to reduce the number of provisioning systems and processes, this multi-year program was aimed at moving from three legacy provisioning options to one system. In addition, the orders provisioned on the TPTA network involved a lot more automation than ever before. I was responsible for measuring no-touch flow through and automation success metrics for all IT projects that fell under the TPTA umbrella.
• Wrote PL/SQL scripts in TOAD to pull data from Oracle databases. Automated and standardized reporting to support pre-sales Circuit Design Request processes. Created numerous reports that showed CDR firmed and canceled volume and interval metrics by bandwidth, diversity, network, and option types. Reduced Pricing and Contract management CDR Intervals by 35% in 9 months through monthly detailed root cause analysis.

Confidential, Reston, VA

Process Engineer

Responsibilities:

• Facilitated large team meetings and staff conferences on performance improvement projects to transform Network Business Operations groups and processes. Facilitated CAP (Change Acceleration Process) & Brainstorming sessions. Engaged on numerous small to medium consulting engagements across the different Network organizations at one time. Created training packets for educating new team members and Network employees on 6 sigma and Lean tools.
• Led Care Enterprise Task Force PMO activities for downstream care initiatives including Staffing, Vendor Strategy, Quality & Performance Management, Operating Standards, Operational Consistency, Technology & Routing, and Change Management. Worked with the Program Managers, Directors and VPs leading these work streams to ensure progress on our projects, roadmaps, and milestones.
• Created financial process diagrams that showed the flow of different levels of work authorization (SPA-PA-PID) throughout the different asset management phases from Budgeting & Forecasting to Retirement. Also documented internal control points for Inventory, WIP, In-serviced/Fixed assets, and Retired assets.
• Analyzed and developed controls, methods and procedures for compliance to company policies, procedures and regulatory directives, in particular Sarbanes-Oxley (SOX). Mapped out processes for closing work authorizations and depreciating capital assets - worked with Corporate Audit, Enterprise Compliance, Finance and Capital Asset Accounting to standardize the steps taken across the different IT and Network groups, and to ensure effective controls were established for accurate depreciation across the company.
• Worked with Finance on Commissions Systems Migration project to analyze and document as-is current state of Commissions processes in Visio. Created future state to-be process flows, methods and procedures. Addressed process gaps that allowed our Sales employees to be paid their commissions correctly and on time.

Confidential, Reston, VA

Systems Integrator

Responsibilities:

• Worked on Project and Portfolio Management program to simplify our practices and process for the IT systems development pipeline while incorporating best practices from ITIL, COBIT, CMMI, PMBOK, & eTOM.
• Worked with stakeholders across IT to update and change existing processes to allow new development practices including Iterative and Agile development. Customized CA’s Clarity COTS PPM tool to Sprint’s standards and procedures. Revamped and improved speed and efficiency of IT processes.
• Analyzed time to approve concepts from all pipelines for the IT Process Simplification program where the goal was to increase the project throughput in IT. Was able to identify and eliminate non-value added activities that reduced time to approve concepts by 50% through process flow scenarios, value stream mapping, and simulation using Metastorm Provision process modeling tool.
• Led team to create and deploy an IT Process & Policy library by collecting all process and policy information by IT function and storing them in a comprehensive repository. Led team to complete reconciliation of 48 PPM Practices and Policies documentation which became the new M&P addressing all IT functional areas.

Confidential, Overland Park, KS

Business Analyst

Responsibilities:

• Produced scorecard used to track performance of various Corporate Security groups in monthly reviews with the VP. Tracked diverse metrics for different security functions including Security Engineering & Operations, Network & IT Security, Physical Security, Identity Management, Investigations & Legal Compliance, Flight Operations, Security Compliance, Risk Management, and many others.
• Provided detailed analysis on results and trends, and opportunities for improvement. Used Statistical Process Control charts, Histograms, and Pareto charts to reduce defects (DPMO), and conducted Root Cause Analysis to identify and deliver process improvements.
• Drastically slashed targets through defect analysis and process control. Instances include bringing down the security event resolution target from 48 hr to 1 hr, and reducing the security operations firewall issue resolution target from 24 hr to 4 hr in less than a year.
• Worked with IT support team to automate report generation through Actuate. Implemented customer feedback mechanisms, and integrated financials with operational metrics. Worked with Gartner and Forrester research on assessing and benchmarking our security programs against the industry standards & regulations such as COBIT, ISO 17799, PCI DSS, & HIPAA.
• Worked on staff projects, presentations, internal communications, etc. as needed to support the VP lead team for corporate security initiatives. Represented Corp Sec to external stakeholders including IT, NTK, Corp Audit, Legal, and HR.

Confidential, Overland Park, KS

Responsibilities:

• Developed and implemented a performance measurement plan with equal emphasis on productivity and quality that resulted in more than 15% year over year productivity improvement in service center operations which had a $20M annual budget.
• Managed closure of two operations centers and the transition of work to six other remaining centers. Team members on this project that I led comprised of general managers in my director’s organization.
• Interim Manager for National REA team of 13 regional systems administrators during management transition. I was responsible for dealing with system outages/ issues, assigning projects to team members, providing direction and ensuring holiday coverage for customers.
• Created monthly operational reports and provided analysis on results for Director and management team. Reports included systems performance, service levels, staffing forecasts, budget reporting, and other operational reports.
• Pulled data from SQL, Informix, Oracle, DB2 and proprietary databases using ODBC connections. Created Access databases and published reports in Crystal Reports. Worked with IT developers to automate data pulls from different systems that allowed everyone to view daily productivity and quality results from a website. A drill down dashboard allowed the management team to have a holistic view encompassing all work functions.
• Helped map out the long term strategic initiatives and short term objectives for the National Customer Services organization. This strategic planning team was formed by selecting high performing managers under my VP.
• Evaluated and gave feedback to Sprint’s University of Excellence VP lead team based on a comprehensive site visit in accordance with the Malcolm Baldridge Quality Award criteria.
• Received Employee of the Year Award in Sprint National Customer Services organization - 2003.