EXPERIENCE:

Project Manager/Business Analyst/Service Manager

Confidential

Responsibilities:

• Project Manager on Enterprise Content Management, Web Content Management/Imaging, Process Management, WebCenter Portal, Inspyrus Solutions and Identity Management Solution (Ping Federate / Access) projects for Fortune 100/500 companies
• Worked with Client's IT, Business and Management to gather & define requirements for Inspyrus (invoice automation, dynamic discounting and supplier enablement) and Identity Management projects
• Managed financials, FTE/contingent resource (BA, Engineers, Solution & System Architects, Biz/Tech/IT Leads & SMEs) allocations, budget, timelines for multiple projects in both the Content Management and Identity Management Solution BUs
• Reported project statuses/health to internal and client management
• Created SOWs & estimates based on Client requirements & systems
• IT Service Manager for a L3/Development Team (3 onshore, multiple offshore) at a Fortune 100 financial institution (quasi - government run)
• Ensured Remedy (case) tickets and emails were addressed within SLAs
• Managed daily activities of on-site support staff
• Addressed & corrected any inadequacies or missed SLAs
• Prepared weekly and monthly case/email metrics for Client and Internal Management
• Worked with Client's IT and Business to improve case work flow
• Created on-boarding documentation for new hires
• Helped document root cause analysis for system outages and priority/severity 1 and 2 issues

Sr. Business Analyst/Project Manager

Confidential

Responsibilities:

• Created and project managed internal implementation process for Affordable Care Act ( Confidential ) State, Partner and Confidential renewals (individual and shop plans)
• Project managed creation of State and Confidential renewal letters for Confidential Dental, DeltaCare and Dentegra
• Helped standardize internal implementation process for new Confidential State and Confidential exchanges for both individual and shop plans
• Reviewed, tracked and responded to State and Federal rejections to dental plans through System for Electronic Rate and Form Filing (SERFF), Health Insurance Oversight System (HIOS) and Centers for Medicare & Medicaid Services (CMS)
• Worked with State and Federal insurance regulators to resolve issues and answer questions on plan details
• Updated and uploaded required plan documentation in SERFF and HIOS
• Led cross functional meeting with Underwriting, Actuarial, Sales, Marketing, Account Managers, Legal and Product teams
• Wrote UAT Cases and Scripts Conducted BAT/UAT (plan previews)
• Documented and cataloged UAT issues
• Worked with cross-functional teams, including State and Federal POCs, to resolve UAT issues/errors
• Updated and uploaded required plan documentation in SERFF and HIOS

Sr. Business Analyst

Confidential

Responsibilities:

• Provide Dept. sign-off for Business Commit and Change Requests (CRs)
• Developed and maintain organizational metrics for project intake process and project prioritization
• Project manage releases/requirements through Business Commit
• Streamlined and created project intake process and forms
• Conduct data analysis and modeling for process improvements
• Work with cross functional teams for project updates and issues
• Using 6 Sigma methodologies (DMAIC and DMADV) for documenting project/scope requirements (internal & external Customers)
• Update project tracking spreadsheet

Sr. Service Operations IT Lead

Confidential

Responsibilities:

• Supervised Global Operations (San Jose & India) teams for P1 (high priority) applications and Database
• Addressed staffing inadequacies to ensure case SLAs and client sat scores were met and improved
• Primary management escalation point of contact for cases/issues
• Create & define both internal and external support and operations processes, this included analysis of as-is state
• Established Production Bug Fixes, aka Long Term Fixes (LTF), process with our development organization
• Wrote UAT Cases and Scripts
• Reviewed and Approved UAT Scripts/Cases written by other team members and other depts that impacted or relied on our Data and/or Apps
• Conducted BAT/UAT
• Documented and cataloged UAT issues
• Worked with cross-functional teams, including internal ( Confidential ) and external (Partners/Consumers), to resolve UAT issues/errors
• Defined system & data flow between upstream and downstream systems (LDAP, CEPM, OnRamp, OIM, OAM, Kerebos, DSI/X) ; in addition, established and improved Service/Organization Level Agreements with corresponding Ops Teams
• Conduct System, Service, Data Outage & Case Analysis for quarterly metrics review
• Developed communication templates & canned notes for use when communicating with clients, project teams and management.
• Worked with cross functional teams (IT, internal business and clients) to complete Root Cause Analysis (RCA)
• Ran weekly meetings with Staff, Internal Stakeholders (Business & IT) and Management to update on project & urgent (non P1 or P2) case statuses, discuss ongoing issues (both directly and indirectly related to Dept per view) and addressing any questions or concerns related to team and app/db

Business Analyst, PM, Architect & Transition Lead

Confidential

Responsibilities:

• Held multiple positions within Identity & Access Management ( Confidential ) team, some concurrent with each other
• Analyzing data sets & systems for system and database integration
• Did gap analysis for department initiatives and projects
• Documented as-is processes, procedures & data flows for both internal and external departments
• Trained new hires and created new hire training plan/guide
• Wrote business, functional and technical requirements for projects/programs
• Ensured Development and Stage instances of DB were ready for cross functional testing (E2E, UAT, BAT)
• Wrote UAT Cases and Scripts
• Reviewed and Approved UAT Scripts/Cases written by other team members and other depts that impacted or relied on our Data and/or Apps
• Conducted BAT/UAT
• Documented and cataloged UAT issues
• Worked with cross-functional teams to resolve UAT issues/errors
• Resolved any issues (data, connectivity & system) related to Dev and Stage DBs; including working with LDAP, OIM, OAM, OnRamp, CEPM, DSx, DSi, AtA, EMCO, Ping Federate/Siteminder.
• Completed Release & Program Management deliverables for Business Commit, Concept Commit, Executive Commit, Test Cycles A/B, Final Practice Run, Go-Live (BAT/UAT)
• Ran and/or attended cross-functional meetings (PM & RM) for onshore and offshore
• Reviewed & provided business sign-offs for department on various projects
• Maintained system architecture for system/database integration
• Provided functional updates to management
• Implemented standardized dept. communication to internal stakeholders
• Created and maintaining dept. internal webpage
• Assisted in initial client engagement and providing engagement/project estimates

Project Coordinator

Confidential

Responsibilities:

• Coordinated with cross functional teams to ensure monthly internal software releases for bugs and enhancements
• Streamlined, consolidated and standardized spreadsheets used to gather metrics
• Gathered metrics from Support, Development and Quality assurance teams for Management
• Maintained monthly release documentation on Dept. Livelink page
• Created post mortem survey, using eLustro, to help ensure and track overall effectiveness of monthly release procedures and execution
• Updated release statuses and notes for technical defects in Mercury/HP Quality Center.
• Ensured all documentation is submitted by each software track/department for monthly release consideration

Order Analyst

Confidential

Responsibilities:

• Processed & audited enterprise deals ($500k+)
• Processed/entered daily backlog of orders incompliance with Booking policies and Federal regulations
• Verified revenue allocation for orders under $25k
• Subject Matter Expert (SME) on booking policies, licensing and document retention
• Point of contact for updating/revising department documentation on business processes, procedures, check/prep-lists, guides, and department web page
• Worked with SAP Developers to implement Dept requirements
• Helped gather and document business requirements for SAP conversion
• Documented, reviewed and gathered approvals for UAT cases
• Conducted/Ran BAT/UAT
• Supplied SAP Developers results of UAT/BAT
• Assisted co-workers with complex multifaceted orders and licenses
• Licensed products using SAP and third party key generators
• Upgraded existing customers' software and licenses
• Resolved Customer licensing and support issues