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Senior Project Manager/analyst Resume

Omaha, Ne

PROFESSIONAL SUMMARY:

  • 15 years of acting as a Senior Business/Technical Liaison (analyst) between business stakeholders, clients, sales representatives, marketing, finance, management, vendors and development staff. Proactively review business processes, identifying key areas of improvement, gap analysis, bench - marking, documenting and communicating improvement opportunities to all key stakeholders. Thoroughly accomplished in advising, leading and coordinating in the planning and implementation of projects and strategic initiatives.

TECHNICAL SKILLS:

  • Microsoft.Net framework, cloud computing, crystal reports, BO, BI, JSON, Java, RUP, VXML, XML, SQL, SALT, SIP, API, SOAPUI, PII, PHI, COBOL and Assembler
  • Agile, Waterfall, Project Implementations, issue resolution, end-to end SDLC and client support, ERP, CRM, UI, UX, IVR, COTS, Enterprise Wide Architecture Solutions, Web based technologies, PHP, HTML, Restful API services, WSDL, WADL, Contact Center Solutions (CCS), CISCO CVP, Avaya Systems and Solutions, Genesys GVP, MSPs, Mainframe, ETL, Compare IT, Rally, Oracle, OLAP, SOA, Data warehousing, reporting systems, Big Data, Analytics, Tableau, RDBMS, Data Process Modeling, UNIX, VB and Visual Gen
  • Accomplished in:
  • MS Office software including VISIO, MS Project, SharePoint, Access and Outlook.
  • Advanced creation of; Use Cases, BRDs, FRDS, SSDs, RFPS,
  • Senior Project Manager for a state benefit and pension project, which utilized my negotiation skills, interpersonal skills and technical knowledge to effectively motivate providers, vendors and other teams to deliver an exceptional product, delivered under budget and on time.
  • Successfully researched, analyzed, created cost analysis projections, IVR and Call Center solutions that lead to over $660,000 in increased revenue to my current employer and conversely saved a Fortune 500 client in excess of $9.2 million.
  • Key contributor in creating and implementing the first Voice Biometrics solutions for large volume IVRs at United Health Group.
  • Successfully reverse-engineered web based, IVR, Call Center solutions, database and API calls to create and implement all of the North American customer contact applications for the nation's
  • Analyzed, created documentation and recommendations to successfully implement test strategies for the conversion of web interface, systems and servers from Blair, NE to a new location in Richmond, VA.

PROFESSIONAL EXPERIENCE:

Confidential, Omaha, NE

Senior Project Manager/Analyst

Responsibilities:

  • Refined the scope of work from Statement of Work and captured requirements into project plans and other pertinent documentation.
  • Managed multiple projects simultaneously.
  • Generated project specific resource requests and allocations.
  • Created and updated forecasts.
  • Lead client implementations, real time issue resolution and end-to-end client support.
  • Initiated billing milestones throughout the life cycle of a project.
  • Coordinated and managed multiple internal and client facing engagements.
  • Utilized MS Project, Adviser, Oracle and StarTeam on a daily basis.

Confidential, Omaha, NE

Systems Analyst

Responsibilities:

  • Subject Matter Expert and liaison between IT and business partners within the Contact Center Solutions (CCS) Group.
  • Create solutions to consolidate business logic to provide enhanced IVR caller’s experiences and route callers to the appropriate Customer Service Representatives.
  • Lead Systems Analyst for the first Voice Biometrics IVR solutions including capturing and documenting requirements as well as assisting through the entire SDLC process.
  • Worked with technical cross-functional teams to provide API solutions for application interfaces to support IVR data requests. Lead and performed functional and compliance testing using SOAPUI with SOAP, REST and WSDL based WEB services.
  • Gather and document system requirements for Contact Center solutions
  • Engaged with global business segments to identify new and enhance caller experience IVR opportunities.
  • Create data and call flow maps.
  • Assist business partners from UHG and Optum 360 in creating Project Requirements Documents (PRDs) and Business Area Context Diagrams (BACDs).
  • Assist CCS Solution Architects in creating detailed context diagram models.
  • Utilize Cisco Call Studio, VISIO SQL and Soap UI tools as necessary to support existing IVR applications.
  • Create new, analyze and revise existing functional documentation to create a better caller experience.
  • Create Solution Summary Documents (SSD), Solution Analysis Documents (SA), Program/Project Analysis Documentation and Requirements Traceability Matrix.
  • Created, implemented and continue to lead a weekly new hire open forum to assist new associates with onboarding tasks, getting questions answered, new tool demonstrations, training sessions, knowledge share and presentation skills.
  • Work in a collaborative environment to solve global solutions.

Confidential, Missouri Valley, IA

Consultant and Fraud Control Specialist

Responsibilities:

  • Continuous Process Improvement (CPI)
  • Ensure portion control, staffing and book-work accuracy.
  • Ensure that all cash transactions are employed in a proper manner. Data services and Vendor relations.
  • Maintained and monitored systems, made quarterly recommendations for security protocols and needs.
  • Added a significant number of cameras to cash transaction areas and entrances to establishment.

Confidential, Omaha, NE

Business Analyst

Responsibilities:

  • Acted as a Subject Matter Expert and liaison between the technical and non-technical staff.
  • Submitted recommendations to Project Mangers that lead to project (contract) improvements.
  • Ensured the accuracy and integrity of reports and other forms of output and ensured that they met stakeholder’s requirements and expectations. Utilized SQL queries to validate data.
  • Ensured the completeness and accuracy of business, technical, operational information and guidance to Centers for Medicare and Medicaid systems to internal and external customers.
  • Involved in the SDLC lifecycle from inception to production deployment.
  • Ensured the accuracy of all post production data and ensured all real-time processes were working accordingly.
  • Created and implemented formal contract wide Business Requirement Documents (BRDs) and Request for Proposals (RFPs).
  • Worked within government Medicare and Medicaid regulations, and created innovative solutions for other national government contracts.
  • Worked with stakeholders to define, document and create requirements; created Use Cases, Process Flows, and Test Plans.
  • Coordinated organization wide testing processes, documented test results and published results.
  • Worked in a hybrid Agile environment.
  • Documented requirements and process flows via VISIO and other related MS office products.

Confidential, Omaha, NE

Business Analyst

Responsibilities:

  • Acted as a technical liaison between business representatives, clients, and development staff.
  • Gathered requirements and designed business and technical specifications for Managed Security Service solutions. Worked with stakeholders to define, document and create requirements.
  • Worked in a hybrid Agile environment.
  • Created use cases and process flows.
  • Created requirements via VISIO, Confluence and JIRA.
  • Created databases utilizing SQL server and MS Access.

Confidential, Omaha, NE

Business Systems Analyst

Responsibilities:

  • Acted as a technical liaison between business representatives, clients, and development staff.
  • Automated processes that were previously manual based that ultimately lead to significant process efficiency.
  • Gathered requirements and created daily and monthly reporting utilizing Business Objects.
  • Created new BIN assignments for financial institutions and tested BIN assignments.
  • Gathered, created and documented all regulatory privacy policy requirements as deemed by institutional and federal regulatory groups.

Confidential, Omaha, NE

IT Business Analyst

Responsibilities:

  • Acted as a technical liaison between business representatives, clients, and development staff.
  • Gathered custom web, call center, software and systems requirements from business owners; documented requirements and presented requirements to development staff.
  • Created test cases, utilized test software and validated reporting through the entire SDLC including production turnover and testing.
  • Worked in Agile/Kanban and waterfall development methodologies.
  • Lead client implementations, real time issue resolution and end-to-end client support.
  • Supported business and technical needs for over 1,000 insurance industry end-users.

Confidential, Omaha, NE

Client Support Business Analyst

Responsibilities:

  • Conducted research and analysis on the performance of client automated customer contact applications; including IVRs, Web Services, Call Center Solutions and recommend courses of actions that lead to cost savings, increased revenue potential and improved performance and customer satisfaction.
  • Acted as a technical liaison between sales representatives, clients, and development staff.
  • Worked in Agile/Scrum and waterfall development methodologies.
  • Gathered custom software and systems requirements; created and documented functional and non-functional requirements. Utilized Tableau for data analytics; trends, and BI recommendations. SQL queries for validation.
  • Identified and presented strategies utilizing CRM technology to organize, automate, and synchronize business processes with an emphasis on the sales organization.
  • Designed and developed call and system flowcharts utilizing VISIO and PDL.
  • Conducted analysis, identified and created reports for internal and external clients.

Confidential, Omaha, NE

Business Analyst

Responsibilities:

  • Acted as a technical liaison between sales representatives, clients, and development staff.
  • Assessed potential financial risks associated with proposed projects and presented these risks to management.
  • Conducted research and analysis on the performance of client automated customer contact applications; including IVRs, Web Services, Call Center Solutions and recommend courses of actions that lead to cost savings, increased revenue potential and improved performance and customer satisfaction.
  • Designed custom VUI, IVR, CTI, call center, middleware, and Web applications. SQL queries for validation.
  • Reviewed, discussed, and assisted clients in selecting system options to meet program requirements.
  • Assisted other team members in system and technical areas with problem identification and resolution.
  • Designed and developed call and system flowcharts utilizing VISIO and PDL.
  • Created functional and no-functional requirements.
  • Utilized Agile and Waterfall Development Methodologies.

Confidential

Developer

Responsibilities:

  • Developed, analyzed and tested custom IVR solutions via VXML and Periphonics, created reporting, billing and Mainframe backend applications via COBOL II, MVS JCL, CICS and Assembler.
  • Responsible for trouble shooting and resolving production issues and system support on a 24-hour basis.
  • Technical Lead on multiple projects including Confidential ’ Standard Reports Committee.

Confidential, Omaha, NE

Programmer

Responsibilities:

  • Executed and tested daily COBOL applications using MVS JCL, SQL and DB2.
  • Maintained and updated existing daily operational applications.
  • Operated within the MVS environment using TSO/ISPF and IDCAMS.
  • Worked individually and as a team member to develop and test VisualGen applications

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