Functional Analyst, Lead Resume

SUMMARY:

19 years of management experience in information technology focused on providing the highest levels of customer service to the client. I have proven abilities in user communication, documentation, problem resolution, metrics and analysis, deployment, application training and managing all facets of manual and automated testing. I am comfortable operating in a wide range of platforms and environments in a proficient manner. Effective communicator and team player with the ability to explain complex processes in easy - to-understand terms for end users. Skilled in proactive identification and resolution of critical system issues.
Previous to my career in IT, I spent 18 years in retail management at the department and senior executive levels. My focus was on developing my resources to provide our customers with great people and great products.

PROFESSIONAL EXPERIENCE:

Confidential

Functional Analyst, Lead

Provided scheduled and ad-hoc metrics and analysis to project and internal teams
Initiated the use of Salesforce Analytics Studio and Einstein Discovery to identify potential risks/opportunities for project
Provided team support for user accounts and configuration
Created project documentation repository ensuring all Services and Support documentation was housed in a single repository
Incorporated Tableau into Salesforce

Technical Support Team Lead

Developed and monitored performance measurements framework to identify root cause of performance issues within the team
Researched, identified and worked with Corporate Communication team to set up new phone system for team
Worked with Operations and Development teams to identify system and code issues based on data gathered by CRM software
Created team training program covering communication and technical skills to enhance the quality of our Partner Support delivery channels

Team Lead

Confidential

Worked with project, development and release managers to define current and future plans for project-specific testing initiatives that address the unique requirements of the Agile-based methodology
Responsible for the training of new team members, coordination and planning of test group’s efforts to meet schedules, oversight in the areas of verification, validation and communication of test efforts results and dissemination of project metrics
Responsible for tool evaluation, procurement, set-up and maintenance of test management software and test software tools
Ensured timely communication with project and client management of team actions and results
Leveraged performance tools to successfully research, analyze production issues
As a member of the CMMI Certification Team, played a key role in the successful effort to certify the DCIS project to CMMI Level 2 and the GrantSolutions project to CMMI Level 3

Production Monitoring Project Consultant

Developed and implemented custom automated scripts to monitor the production environment and provide pro-active response scenarios and analysis to management, analysts, and advocates
Worked with Operations team to identify and set up appropriate monitoring tools
Collaborated with business analysts and advocates to create performance test scenarios, using LoadRunner, to identify/address existing and potential issues within application and created new application monitoring plans when analysis deemed necessary

Confidential

Senior Consultant

Trained project team members in CMMI processes, test procedures and reviewed work products
Worked with eRA team leads through IDRs and CDRS to define requirements for milestone releases, reviewed unit test results with development team to ensure matrix coverage and conducted iterative functional testing and requirements review prior to release to provide seamless hand-off to the integration group