PROFESSIONAL PROFILE

SHAPE MERGEFORMAT

Project Analyst

Confidential

• Provided process analysis and project management support for the Enterprise PMO as a consultant.
• Allowed management to catalog current information security risks associated with the internally developed enterprise integration and point-of-sale system for the executive launch decisions by assisting in analyzing and documenting how well the system met the corresponding security requirements.
• Facilitated the identification of numerous process gaps and inefficiencies, manual steps, and redundant processes in the handling of location data by analyzing and documenting current enterprise-wide processes and systems.

Technical Analyst

Confidential

• Provided systems analysis and project management support for the Business Process Architecture team as a consultant.
• Enabled IT staff to better understand change impacts and allow for greater interoperability and reuse of code by creating a multi-level enterprise application diagram mapping system interconnections and interface details for 40 core systems.
• Enabled management to make informed decisions about the lifecycles of the applications across the IT portfolio by providing summary tables and graphs derived from a detailed analysis of end-user and support staff experience data by application.
• Enabled significant improvements in support for customer and technical service desk functions by documenting key processes and providing analysis and editing for the functional design specification to migrate 3 independent legacy systems onto ServiceNow.

Technical Project Manager

Confidential

• Served initially as the work management lead for the technical production support team before moving to a supporting role for the team and taking on leadership over the long term resolution of system defects.
• Increased revenue by identifying and tracking tickets with client billable activities and decreased costs by driving resolution of tickets with the potential for penalties.
• Reduced the number of backlogged tickets by leading the analysis, development, and deployment of long term fixes for minor system defects.
• Significantly improved handling of all incidents and time to resolution of high severity ones, and reduced change-related incidents, by providing feedback and input for the implementation of robust ITIL-based processes for change and incident management.

Technical Project Manager

Confidential

• Provided project and workflow management support for the infrastructure engineering team in the Customer Technology group.
• Improved management of infrastructure and database incident, maintenance, and miscellaneous requests by phasing in a better process for tracking them.
• Rolled out new premium revenue streams by coordinating key infrastructure activities for the 3,250,000 expansion and upgrade of a WebSphere-based electronic ticketing platform, including physical to virtual migration, load balancing, and disaster recovery setup.
• Reduced costs and support needs by planning and managing the migration of several minor Sales applications from an internal closet data center to the Amazon Virtual Private Cloud.
• Provided project planning for the migration of incident management for online applications to a more comprehensive optimized support model.
• Expedited the application migration by providing technical assistance for the conversion of support documentation to the format and level of content required for the new support model.
• Built a comprehensive project dashboard by creating a multi-layered Excel spreadsheet which allowed tracking of the project at the detail level and automatically rolled up to higher level summaries for management review.
• Confidential Remotely managed infrastructure projects for the enterprise network and data center organization.
• Improved ATM system performance and reliability by managing resource engagement and requirements gathering for a 2,000,000 server upgrade and redundancy implementation project.

Project Manager

Confidential

• Provided hardware planning and change management, capacity management and project management support for a next generation customer management/billing platform jointly operated with Visage Mobile, a small mobile virtual network enabler, before the system was bought by Convergys.
• Maintained compliance and availability for nearly 40 Windows and UNIX servers in various environments by planning and coordinating upgrades and maintenance to the servers, network, and associated systems and applications.
• Significantly improved the partner relationship by establishing regular meetings to schedule, review, and discuss planned and anticipated system maintenance.
• Maintained referential integrity by ensuring that the required patches for the 2007 Daylight Savings Time change were implemented in a timely manner.

Sr. Systems Analyst/Project Manager

• Provided IT service management, application system administration, and project management support on a modular, next-generation billing system for Visage Mobile, Nomadix, and T-Mobile Wholesale.
• Investigated a complex billing question and provided a cogent and understandable explanation of the functionality to the Visage billing team.
• Produced a standards and best practices document by facilitating a team of key application system administrators.
• Researched and documented the taxation functionality of the system for a well-received presentation at T-Mobile.

Project Manager

Confidential

• Served as production project lead for the integration of a modular 3G billing/rating component into the existing mid-range mobile billing system for Sprint.
• Led and coordinated the planning, preparation, testing, and implementation of the integrated system, including the migration of 13,000,000 existing 3G subscribers.
• Led and coordinated the planning, preparation, testing, and initial execution of an evaluation processing period for the integrated system.

Sr. Systems Analyst

Confidential

• Served as the lead IT service management analyst of production support for the message processing subsystem of a real-time mid-range billing/customer management system for Sprint and Dobson Communications.
• Improved performance of the Sprint system by collaborating with a team of production and data center staff to replace and update server hardware.
• Increased capacity of the Sprint system by consulting for another team of production and data center staff to expand and update the entire platform-wide storage system.
• Facilitated the resolution of a critical system bottle-neck by providing detailed performance analysis and investigation.