SUMMARY:

• Project Management Customer Relations Quality Assurance Analysis Process Improvement Problem Solving Client Solutions Recommendation
• Client Relations Client Consultation IVR and Web - based Systems Call Center Management
• Documentation Control Solution Development Change Management Process Flow Documentation
• Risk Analysis Work Flow Analysis User Acceptance Testing Best Practices Troubleshooting
• Problem Analysis Requirements Gathering

TECHNICAL SKILLS:

MS Office Microsoft Project Visio Excel SharePoint IVR Web Cisco ICM VoIP, Confidential Sharepoint Forecasting Natural Language CRMS APIs VPN GUI interface Putty Unix logs Confidential Transfer Connect Windows Plainview STAMP CRONOS HP Quality Center Spanish Testing ALM Quality Center Java Softphone Unix URS Logs Client Central QTP SQL VXML RPM REMEDY NICE USP Main Frame research Remedy Speech Grammar & Tuning SDLC Agile Clarity

PROFESSIONAL EXPERIENCE:

Confidential, Omaha, NE

Project Manager

Responsibilities:

• Project Manager for Information Security Remediations needed prior to final merger with Confidential .

Confidential, Omaha, NE

Project Manager

Responsibilities:

• Project Manager for Confidential for Senior VP of FDVS Service Technology Division
• Project Manager for multiple Confidential 100 clients for SMS/email/click to call Fraud projects

Confidential, Lone Tree, CO

Project Manager/Business Analyst

Responsibilities:

• Project Manager/Business Analyst for multiple projects
• Utilize Business Requirements Documents, Functional Specification Documents and other requirements documents.
• Directed development and implementation of solutions for clients of telecommunications, Confidential, VoIP, VXML, and agent provider. Managed accounts and full project life cycles.
• Utilized SDLC, Agile, Scrums and change management.

Confidential, Greenwood Village, CO

Business Analyst/QA

Responsibilities:

• Business Analyst for multiple projects within Confidential relating to Confidential and Confidential .
• Utilized Business Requirements Documents, Functional Specification Documents and other requirements documents.
• Directed development and implementation of solutions for clients of telecommunications, Confidential, VoIP, VXML, and agent provider.
• Managed accounts and full project life cycles.
• Utilized SDLC and change management.
• Used HP Quality Center to work defects.
• Utilized waterfall, scrum and agile methodologies.
• Worked 10-20% of the time on doing QA for Confidential and IVR.

Confidential, Conifer, CO

Consultant/Project Manager

Responsibilities:

• Documented Standard Operating Procedures (SOPs).
• Utilized Business Requirements Documents, Functional Specification Documents and other requirements documents.
• Managed team of 3 as well as project.
• Provided daily updates to management on progress as well as weekly stats to client to assure tight time frames were met.
• Utilized SDLC, Agile, Scrums and change management.
• Provided recommendations for enhancements for clients to improve efficiencies, reduce Web, IVR and agent costs as well as increase client satisfaction.
• Recommended changes to maintain Sarbanes Oxley (SOX) Compliance.

Confidential, Aurora, CO

Senior Project Manager/BA

Responsibilities:

• Senior Project Manager in the Life Cycle IT Team managing a 1 month project working with both Confidential and Confidential .
• Put together the project plan while notifying all resources of their responsibilities & assuring communication is always current.
• Provided recommendations for enhancements for clients to improve efficiencies, reduce Web, IVR and agent costs as well as increase client satisfaction.
• Recommended changes to maintain Sarbanes Oxley (SOX) Compliance.
• Responsible for makings sure the project was on time and within budget.
• Used Microsoft Project to develop project plans.
• Worked with benefits and claims.
• Have experience with medical terminologies.
• Utilized SDLC methodologies.

Confidential, Greenwood Village, CO

Business Analyst/QA

Responsibilities:

• Project Manager managing a 3 month project.
• Audit the internal processes in place for various departments such as QA to assure the procedures are being followed and that dept is in compliance.
• Walk through and document processes validating things such as Separation of Duties.
• Internal auditor to validate that company will pass an external audit.
• Utilized Agile/Iterative methodologies.
• Utilized SDLC, Agile/Iterative, Scrums and change management.
• Utilized Business Requirements Documents, Functional Specification Documents and other requirements documents.
• Directed development and implementation of solutions for clients of telecommunications, IVR, VoIP, VXML, and agent provider. Managed accounts and full project life cycles.
• Managed variety of large scale projects including client migration to VXML/Voice Genie platform.
• Was responsible for portfolio management of IT processes making recommendations for process improvement to increase efficiencies and save the company money.

Confidential, Denver, CO

Business Analyst and Software QA Engineer

Responsibilities:

• Worked with application development to test the creation of a unified database created from a combination of three databases for a critical project necessary to improve client experience.
• Unified database was the forefront to multiple application changes that came on the heels of the completion of the testing of the database.
• Worked with leads and other team members to complete testing on time to assure project stayed on track.
• Utilized Business Requirements Documents, Functional Specification Documents and other requirements documents.
• Quality Assurance testing new Confidential speech IVR and Confidential applications.
• Developed test plans, test scripts, building of test cases, test procedures and tested new applications by reviewing business requirements and test flow diagrams.
• Used white, black and grey box testing along with “happy path” testing, negative testing, regression testing and unit testing.
• Some automated testing and web application testing was utilized.
• Tracked defects and saw them to completion.
• Utilized QTP and SQL.
• Worked on Data Warehousing and integration.
• Checking URS logs.
• Entered defects into HP Quality Center.
• Provide production support for the Confidential platform.
• Experience with call center management using Plainview and STAMP.
• Used to soft phone to do agent to agent testing.
• Complied with testing standards.
• Evaluation of reports for trends and recommendations for future enhancements.
• Excellent skills in the area of trouble shooting to help identify issues and areas to make improvements.
• Utilized SDLC, Agile, Scrums and change management.
• Used Microsoft Project to management of above projects.
• Worked with offshore developers and account managers.
• Utilized Business Intelligence to help to make decisions and analyze data.

Confidential, Greenwood Village, CO

Business Analyst & Quality Assurance Analyst

Responsibilities:

• Project Manager for brokerage piece of new IVR application for Wachovia merger.
• Quality Assurance checking for new Confidential speech application; analyzed process and provided recommendations for reducing costs and improving efficiency.
• Led project for Confidential /Wachovia merger’s new speech application
• Utilized SDLC, Agile, Scrums and change management.
• Worked with offshore developers and account managers.
• Utilized Business Requirements Documents, Functional Specification Documents and other requirements documents.
• Entered defects into HP Quality Center.

Confidential, Conifer, CO

Project Manager/Quality Assurance Analyst

Responsibilities:

• Managed various projects for high end clients which included setting up various IVR applications to assist with Confidential and bill collection.
• Analyzed client IVR applications and provided recommendations for reducing costs and improving efficiency, leading to additional business for company.
• Assisted sales team with upfront proposals, consultation and solutions recommendations with prospective clients to help in making technical recommendations to help finalize the sale.
• Led project for Citi Fraud Debit, set up connectivity for MQ process between client and Confidential .
• Reviewed, evaluated and made recommendations for enhancements to business processes.
• Worked with client to understand their needs and business requirements and how our company could provide cost effective business solutions.
• Kept management and client current on status of project via status reports and meetings.
• Assisted in the evaluation and recommendation of new software and hardware.
• Ensured compliance with security needs.
• Liaison between vendors, clients and management to provide effective recommendations on process improvements, software and hardware buying decisions.
• Utilized change management process such as SDLC.
• Developed training methodologies for new software, equipment and processes.