SUMMARY:

• Solution - oriented results driven individual with an 18-year career conceiving, designing, deploying, and supporting integrated IT solutions that empower business process improvements, change management operational excellence, and data governance compliance.
• 10 years orchestrating business and technology changes supporting Human Resource, Regulatory and AML work streams.
• 15 years Operations, Process, and Knowledge Management - develop and implement tools and procedures including and Documentation repositories.
• Skilled in complex data analysis, reporting, modeling and forecasting using various methods and tools.
• 13 years in project management and Business (System and Process) Analyst capacities through the complete lifecycle.
• 18 years integrating IT systems, software and hardware systems configuration, deployment and support.
• Data management strategist, Business process improvement specialist and skilled systems engineer with experience facilitating, managing projects, developing, and implementing solutions in teams and self-directed. Leverage investigations, analysis, and statistics to create value for multiple business functional areas enhancing customer satisfaction, customer experience, improved business metrics and technology implementations.
• Demonstrated effectiveness in data mining, acquisition, modeling, complex analysis, dashboard development and transforming data into information with skills to create custom solutions if necessary. Ability to dissect and understand complex mechanical systems and experience in construction, design and fabrication.
• Applied experience in the following areas: technology change management, core HR systems, applicant tracking systems, customer service operations, software systems integrations, quality management, technical, service centers, networking technologies deployment and support, knowledge management systems, process re-engineering, change controls and business intelligence towards meeting strategic and tactical initiatives.
• Business Technology Integration, Data Management, Data Governance, Project Management, Change Management, and Process Improvement Professional
• Planning, development, testing and implementation of applications and IT technologies.
• Sr. System Analyst and Engineer experience implementing IT and technical solutions for multifaceted projects including CRM and knowledge sharing solutions.
• Experience leading, supervising, and managing technical teams. Skilled in coaching, negotiation and communication to create win-win opportunities and clear messages and goals.
• Forecasting, budgeting, modeling, planning, resource and relationship management experience.
• Near-shore and off-shore experience in assessment, operations, and QA for technical support call centers.

TECHNICAL SKILLS:

Technology and Tools: Workfront Poweruser and Reporting, Metadata HUB (by Ab Initio) Poweruser, Workday Administration and Reporting, PeopleSoft HR, Integrations (MS Sharepoint, Sugar CRM, SAP, Taleo 7.5), LAMP ( Linux, Apache, MySQL, PHP 5.2), MiniTab, @Risk, Data Mining, Network Provisioning, Systems, MS Office Suite (advanced Excel user), Business Objects, Drupal, Joomla, Concrete5, website design and development, Cisco IOS, Crystal Reports, MATLAB.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Data Governance Consultant - Lead Data Management Analyst

Responsibilities:

• Work with Business to implement data governance for Regulatory in response to MRA.
• Identify and liason data issues and change requests for business.
• Develop, pilot and deliver processes, tools, and for data analyst within Risk and Finance
• Partner with Segment DMMs, Enterprise Data Governance, and EDO to develop and mature the tools (Workfront, MHUB), strategy, execution and procedures used to meet the policy guidelines for the Data Governance program.
• Manage intake and flow of technology changes as HR Release Manager and serve as a liaison between the business and technical resources.
• Work with Business to align requests and develop business case and requirements based on achievable capability to maximize ROI.
• Primary liaison for HR technology change management process and execution.
• Reporting resource for Workday, PeopleSoft, Taleo and BI Appliance ad hoc data request.
• Work with Change management and Data Governance to establish approval and communication matrices for HR.
• Managed pipeline of high priority request. Designed and documented process to better and more effectively manage the work and simplify transfer of work to other teammates.
• Worked as Functional Test lead, coordinator to support the implementation of Workday from PeopleSoft, which included data and integration validation.
• Provide attestation for Security and Data controls for PeopleSoft to Enterprise Security team for semi-annual access and controls verification.

Confidential, Atlanta, GA

Process & Analyst, Talent Acquisitions

Responsibilities:

• Process and Operations point of contact for Global Talent Acquisition and operational procedures.
• Develop and pilot changes based on policy changes, IT solutions, and HRIS initiatives. Train staff on updates.
• Led several teams to attack challenges and identify opportunities utilizing LEAN and Agile methodologies
• HRIS System administration and Support for Taleo-based applicant tracking system and related processes.
• Member of technical implementation project responsible for system process changes related with transitioning to Taleo platform interfacing with SAP.
• Collaborate with Technical Helpdesk, HRIS, Compliance teams, IT Field Support, and other teams to identify opportunities and create more efficiently use of available corporate resources.
• Operations Business Analyst to identify areas of improvement and implement “quick wins” using continuous improvement and LEAN methods to develop and enhance team processes.
• Manage vendor relationships. Designed software tools to handle complex data analysis and implemented auditing practices to support and track fiscal decisions. Collaborate with vendors and teams to deliver project deliverables analyze technologies, collaborate with HRIS SAP teams and implement tools for TA staff.
• Business analyst and program management support for:
• Relationship Management and Business Process Management solutions using Microsoft SharePoint.
• Pre-Employment and Government/military mandated screening programs in US and Canada.
• Paperless documentation system for improved adherence to corporate records retention schedules.

Confidential, Atlanta, GA

IT Project Analyst - Enterprise IT

Responsibilities:

• Lead Business analyst for Siebel CRM projects for Enterprise IT organization. Recognized by VP of Customer Operations Support for Confidential for successful deployment of 1st phase ($5MM budget) of Siebel CRM initiative budgeted for $50MM.
• Assigned to complex projects in the billing operations and apply continuous improvement methods.
• Work with projects using waterfall and iterative designs. Piloted ITIL methodology on 3 IT/software development projects.
• Analyzed project business cases, use cases, functional and technical documentation, testing plans and charters to ensure the appropriate resources were allocated and the plans were sound.
• Collaborated as technical liaison for 20+ IT groups and 75+ IT systems in Confidential ’s Enterprise IT organization.
• Identified, highlighted and escalated project issues not resolved or addressed by project managers resulting in successful re-evaluation of business cases and realignment in early project stages

Confidential, Atlanta, GA

Advanced Solution Group Manager, Broadband Operations Support Team

Responsibilities:

• Utilized quality assurance and reporting tools for management of operations. Implemented DMAIC methodology (MSOC) for over 75 employees to address high process variation in performance.
• Created business cases for projects and procedural updates to make operations more efficient and effective.
• Supported Broadband Operations offshore Technical Support Call Center in a 700 agent environment.
• Trained Vendor managers, trainers and over 200 agents for onshore and offshore service centers in India.

Confidential, Atlanta, GA

Technical Escalations Manager

Responsibilities:

• Create project plans and coach team members to operate more effectively.
• Metrics monitoring and reporting for technical customer support escalations team members.