SUMMARY:

• Proven track record of successful IT to business needs solicitation, project documentation, updating and overall communication and total project management for on time Project delivery .
• Building coalitions for the motivation of staff across multiple internal and external organizations.
• Experience with fast - paced organizations to resolve issues and report requests.
• Knowledgeable of SLDC, ITSM, and ITIL for project delivery with Waterfall, Agile with Scrum methods, or
• Total Quality Management (TQM)LEAN.
• Knowledgeable on stakeholder elicitation, use case creation to User Story definitions. (Epics Stories,
• Versions and Sprints,) this all works towards the overall solutions, including training of end users as to why
• the processes are critical for delighting the customer expectations.
• Multiple years of operational application and systems development focused with the end to end validation for
• full customer satisfaction.
• Expert in technologies and domains, including data-base designs with a proven track record taking complex
• theories, including client concerns for successful database deployment.
• Willingness to pitch in and support requests with a can-do attitude through successful implementation.
• Graduate High School with 3.82 GPA from Confidential HS in Colorado Springs.

PRODUCT KNOWLEDGE:

Hardware (Intermediate Knowledge)

NOKIA/Siemens, Sun, Dell Server Compaq/HP Server, Firewall (CISCO Systems PIX firewall, Check Point UTM-1 Edge, SonicWALL, Websense), Windows Server, DSL/ADSL, MAC/Apple Computer systems, Libert® cooling and UPS, AWS EC2, IoT, DVR, IPTV, QPSK, QAM, DNCS, BFS, Cisco, F5 Networks (Load Balancer & Router) AnyConnect VPN, Citrix XenServer; Cisco Router/switches, Bay Routers/Switches, Ascend Routers/Switches, Juniper Routers/Switches, s, Hubs, Muxes,  Modems, Video Hardware, Unified Communications (UCCS), VoIP switches (ACME SBC, Cisco, Sonus EMS, Nortel Genband) AT&T/Lucent Technologies/Avaya Voice Switches, PBX/ACD technologies, Computer Telephony Integration(CTI), Genesys 5.x through 8.x and Omni Channel, Aspect, NICE, Predictive dialer,

Protocols (Intermediate Knowledge)

ISDN, DS0/DS1/Fractional DS1/DS3/OC1/OC3/OC48, POTS, Smart jacks, CAT 3/5/5e/6(568A-568B) Frame Relay, x.25, ISDN, ATM, V.35, H.320, H.323, H.263, H.264,  IPV4/IPV6, SIP, SIPi, SIPT, MGCP, RTP, SS7 Layer Networking, TCP/IP, UDP, DHCP, IDSL, HDSL, ADSL, MPLS routing, BGP Routing, OSPF, QOS 802.1q RIPv1, v2, MPEG 2,3,4, Internet of Things (IoT), iPhone OS (iOS):(8.5; 9.3.5; 10.x), Multicast, Management Information Base (MIB), Simple Network Management Protocol (SNMP); AWS Identity and Access Management (IAM),AWS Mobile Hub, Amazon API Gateway, Amazon AI — Artificial Intelligence Services - AWS, AWS API, JSON

Soft-skills (Expert Knowledge)

Project Management, Program Management (PMP), Advanced Interview Technics for Business Requirements of Stakeholder request for charter/project creations, Developing team training courses,Troubleshooting & Problem Solving, Team-building, Meeting Management, Conflict Resolution, Time Management, Team Scheduling, Software/Systems development life cycle (SDLC) ISO/IEC 12207, Waterfall Model design, Iterative Model, Spiral Model, Agile Model, SCRUM Meeting, Backlog Management Rapid Application Development (RAD) Software Prototype Model, ITIL/ITSM

Software (Intermediate Knowledge)

Windows OS - Windows 1.0 -Windows 98-Windows 2000 ; Windows NT 3.1-Window NT 5.0-Windows ME; Windows XP-Windows 10; Server NT 3.1-NT4.0; Windows 2000 - 201 2R2; Windows MultiPoint Server; Windows Server Essentials; Windows Server 2016 , Exchange 2003-201 2; AT&T Unix- SCO Unix; System V; Oryx/Pecos; Berkeley Linux Desktop interfaces - GNOME; KDE Software Compilation; Red Hat Linux; SUSE Linux Enterprise; openSUSE; Debian, Fedora, Mint, Ubuntu Linux; FreeBSD; Slackware Linux MAC OS - MAC OS 7- 9.x; Mac X 10.x; MAC OS Sierra10.12 ;AWS - Cloud Computing, AWS Database Migration Service, Amazon RDS

Application; Salesforce; Microsoft Office 4.3; 95/97; 2000; XP; 2003; Office 2007; Office 2010, including Access 95-201 6 , Project 2010-201 6 Project Server and Visio 2000-201 6, Office 365, Libre Office, OpenOffice) Development -Visual Studio 97; 6.0 (1998); Visual Studio IDE; VS Code; Visual Studio 2017; .NET; 2005; 2008, IBM Rational Quality Management; JSON; Java; HTML; XHTML; HTML5; VXML; XML; API

Database (RDBMS) Oracle 8/9/10/11, Microsoft SQL/Azure, MySQL 4/4.1/5.1- 5.7 (High availability), Microsoft Project Plan (MPP) tool MPP/xTask, System Center 2012 (‘Runbook'), SQL and NoSQL(Big Data)(DocumentDB) Hadoop (Big Data), DBVisualizer, SAP Crystal Reports Systems: IBM Rational Unified Process (RUP), JIRA/Confluence, SharePoint, Remedy, SAP, Clarity, Helpdesk (Salesforce, JiraService Desk, SolarWinds Helpdesk.) MAC Versions; Microsoft Office 4.2; 98; 2001;x.V; 2004/2008/2011 for Mac; Office 2016; Office 365; iWork ’08, iWork ’09, PSTN Fundamentals, NextGen, NTV, GETS, Clarify, 8MS, SMS-Toll-free support, Savvion Work Flow, Spy-Glass, NTV, Siebel 6.3/7.8, Wolverine, Orion,  Netcool, Flash, SFA CRM, MDM, UML 1.1/2,2, Asterisk VoIP Media Gateway (SMB), VNC, VOD Search, TiVo, IPTV, Agilent,  Empirix, Minicom, Wireshark, Enhanced TV Binary Interchange Format (EBIF), Audience Measurement (Video data customer data collection, storage, analyzation, and delivery), Nuance Voice-Text Recognation, Work-Force-Management)Aspect, Avaya, Genesys), SyMon Digital Signage Wall Bords, Quailty Assurance Recording (Nice, Verint)

EXPERIENCE:

Advisor

Denver, CO

Responsibilities:

• Elicit clients needs and recommend a set of verifiable solutions based on the defined requirements.
• Oversee clients project management resources for the successful delivery of solutions.
• Manage all Project types delivered include Small Business Server re - imaging, Connectivity to Cloud-based Services.
• Document complete solution set for a unique customer request, (e.g., High Level Design, Training, Support.)

Senior Business Analyst

Denver, CO

• Fulfilled Business Analysts and Network Engineering functions while handling multiple Project initiatives.
• Documented the stakeholders’ requests for the solution, including defining of testing criteria.
• Provided team technical support for rapid troubleshooting for customer or business reported issues ending with the resolution of the issue.
• Multiple projects support with technical support, finical, removing roadblocks, reporting, and successful delivery.
• Supported multiple projects for internal projects from inception; ensured that the defined business needs functioned and successfully delivered for each solution:

Confidential

Business Analyst

Denver, CO

• Contracted to update the Contact Center operations support structure using the ITIL defined library of process sets.
• Managed a team of three (3) IVR support engineers and five (5) off - shore Application developers.
• Provided end-to-end management encompassing recommendations, configuration, and team building consensus across multiple projects until successful project deliveries.
• Used multiple Use Case methods, providing data flow diagrams, process flows, and team support to take a
• 95% outage occurrences to a higher than 80% success uptime within three (3) months.
• Reduced the failure rates from three (3) to four (4) failures a week to zero (0) while increasing the percent of uptime to over 80% with these reduced outages,
• Crafted required process documentations (as-is; to be) then develop training curriculum for support teams,

Solution Architect (Contract) 

Boulder, CO

• Provided hands on auditing while documenting on - going compliance of global remote data centers.
• Crafted the processes User Stories and Use cases driving the requirements
• Director(s) needs for a new PCI 2.0/2.1 IVR product solution.
•  Developed new product inbound IVR contact center solution based on Client Business Leader and Product

IT Systems Engineer 

Denver, CO

• Performed as a System Engineer (BA), tasked with developing stakeholder requirements on IT systems
• solutions for the Network, Ordering, Provisioning, and Service applications.
• Provided Vendor Management with the multiple vendors (Oracle, SAP, Nortel, Level 3, Verizon) across
• multiple projects, purchase decision, testing, and deployment into production.
• Performed Project/Program Management functions on multiple solutions from ideation through implementation and operational acceptance.

Project Engineer/Business Analyst 

Denver, CO

• Executed full Project Management, Including Project Management for Operational support initiatives;
• provided business processes, systems requirements, functions, and strategic improvement.
• Recognized Subject Matter Expertise (SME) on billing support dealing with order activity within Remedy.
• (Recovered $1.7 Million, “stuck” in Remedy order state over one weekend.)
• Wrote training documentation for Operational teams that included IP, Voice, and Network Transport (MPLS)
• perational groups.
• Responded to stakeholder requests or updating business processes for issues.
• Support inventory collection and tracking for customer circuits across major markets. (New York, Dallas,
• Houston, and Denver for a sampling.)
• Using Visio to create UML and circuit views for operational audience.