PROFESSIONAL EXPERIENCE

Confidential, Washington, DC

Project Manager

Responsibilities:

• Facilitate and coordinate requirements sessions for Capital Markets projects and initiatives.
• Manage project documentation and artifacts.
• Manage daily operational aspects of support team.
• Provide TEMPeffective communications to stakeholders on project status and issues.
• Ensure timely delivery of progress reports, proposals, documentation, project deliverables and presentations.
• Mitigate project risks and issues to ensure success of support
• Submit change tickets as necessary to ensure projects remains wifin scope.
• Manage production release review process.

Confidential, Washington, DC

Business Analyst

Responsibilities:

• Facilitate and coordinate JAD sessions for IT development projects.
• Managed project documentation and work plan using Clarity, ClearCase/ClearQuest and SourceSafe.
• Daily use of standard project management processes, call center technology tools and methodologies.
• Manage all phases of project: initiating, planning, executing, monitoring, controlling and closing.
• Manage daily operational aspects and scope of project.
• Managed project wifin cost by managing project budget.
• Provide TEMPeffective communications to stakeholders on project status and issues.
• Develop strong customer relationships.
• Ensure timely delivery of progress reports, proposals, documentation and presentations.
• Manage project team activities using PMI Best Practices methodologies.
• Mitigate project risks to ensure success of project.
• Responsible for management of ITIL Service Desk and Change/Release Management
• Reviewed documented incidents in Remedy and updated information from incidents into teh Knowledge - base for reference.
• Development of plans for resolution of Problem Management cases.
• Review of Change Management tickets to determine readiness for change implementation.

Confidential, Chattanooga, TN

IT Program Chair/Professor

Responsibilities:

• Collaborate wif members of department in development and maintenance of longer term vision for department academic programs and activities consistent wif Colege mission, vision, opportunities, and challenges.
• Ensures participation of department faculty in developing, evaluating and maintaining teh curriculum in accordance wif Colege policy and external requirements.
• Assists teh Dean in addressing student and faculty concerns:
• Serves as Chair of Screening Committees for departmental recruitments for faculty and staff.
• Recruits, reviews credentials, and recommends hires for adjunct faculty.
• Convene and facilitate department meetings, including delegating additional duties to department members as appropriate.
• Facilitates and coordinates faculty activities related to academic policies, contractual requirements for workload, personnel policies, faculty development and evaluation, and planning, assessment, and accreditation.
• Actively support development and maintenance of business relationships.
• Promotes teaching excellence, professional development, and service to teh Colege and community.
• Conducts teh annual and periodic performance evaluations for faculty.
• Teach classes in Active Directory, DHCP, DNS, TCP/IP and Computer Structure and Logic.

Confidential, Chattanooga, TN

Business Analyst/Contact Center Manager

Responsibilities:

• Provided project management support to deploy SAP applications and installation of robotics in automobile manufacturing plant facility.
• Responsible for managing installation and support of Avaya telephony in call center.
• Responsible for presentation of performance reports based on call center statistical analysis using Clarity.
• Responsible for facilitating JAD sessions, gathering user requirements using interviews, document analysis, requirements workshops, job shadowing, call monitoring and surveys.
• Extensive experience in teh provision of services deliverables against contractual SLA's and KPIs.
• Experienced in managing teh activities of project teams managing SOA environment
• Experienced in standard ITIL-based service management methodologies, especially relating to Incident Management, Problem Management, Configuration Management, Change Management and Release Management.
• Produced formal project documentation, including requirements analysis specifications, Statements of Work, formal Work Instructions, proposals and financial reports relating to project.
• Preparation of metrics for presentation to executive team on actual SLA, KPI and operational statistics of call center.
• Preparation of business requirements documents (BRDs), system requirements specifications (SRS), system design specifications (SDS), use case diagrams, functional specifications and defining project plans.
• Determination of Root Cause Analysis for high priority incidents.
• Management of Windows and Unix servers, updated JAVA for web- based applications, troubleshooting for IIS, Apache, ColdFusion and CAD applications
• Delivered complex business solutions to diverse user communities.

Confidential, Dallas, TX

Airport Reporting Business Analyst

Responsibilities:

• Build and maintain strong relationships wif customers and airport agents to facilitate support and gain understanding of airline operations and issues of airports and reservation call centers.
• Worked wif project stakeholders, SMEs and staff to understand teh requirements specifications for new applications, along wif re-engineering teh existing applications for improved efficiency.
• Preparation of business requirements documents (BRDs), system requirements specifications (SRS), system design specifications (SDS), functional specifications and defining project plans.
• Maintain existing call center and flight operations systems.
• Preparation of use case development, business and data modeling.
• Provided support in process optimization and change implementations
• Performed gap analysis, risk analysis and cost/benefit analysis for all assigned projects.
• Responsible for JAD facilitation. Gatheird, synthesized and prioritized requirements using interviews, document analysis, requirements workshops, site visits and surveys.
• Conducted User Acceptance Testing and verified performance, reliability and fault tolerance issues.
• Provided training to airport agents on SOA.
• Reviewed impending business issues dat has a direct impact on teh application systems assigned and provide an assessment of teh impact, scheduling considerations and other information required for a complete business case.
• Developed ad hoc queries in SQL to develop reports on flight operations, customer/passenger data and crew scheduling
• Responsible for migration of airport performance reports from Mosaic to COGNOS
• Provided excellent customer service to measure customer feedback and identify opportunity for improvements to company ecommerce products.
• Delivered complex business solutions to diverse user communities.

Confidential, NC

Business Analyst

Responsibilities:

• Responsible for implementation of framework of ITIL Service Desk and Change/Release Management on several government contracts, travel reservations for Amtrak, Retail accounts for Federated and other commercial businesses.
• Managed project activities using MS Project.
• Managed Cisco Call Manager and VOIP installations for teh Cisco Systems account as well as provided support for healthcare, insurance, pharmaceuticals and retail industries accounts.
• Performed (QTMs) call telemonitoring and provided feedback to agents.
• Provided performance review and mentoring sessions to project team scoring below standard .
• Performed data analysis using various business intelligence tools such as, Business Objects, Hyperion Brio, SQL queries and COGNOS.
• Prepared monthly financial and operational status reports for teh Global Resource Program team for migration of account data to Team India datacenter.
• Facilitated JAD sessions for teh development of support applications.
• Prepared operations performance reports using Cognos Report Writer and posted reports in teh management Sharepoint site.
• Defined project scope for customer accounts and ensured dat business requirements were met as agreed in SOW.
• Responsible for account compliance to IBM QMS methodologies, security standards and audits,
• Design of support process architectures for critical business systems in SOA.
• Provided software development support for applications by documenting and defining application requirements and preparation of use case diagrams.
• Managed data migration, software release management and testing for data validity.
• Identified and minimized project risks and issues.
• Provided software development support: ID Admin in SAP 6.4, Operations Support (BMC Patrol, Tivoli monitoring, Remote ID support), Active Directory, LDAP and desktop support troubleshooting documentation..
• Ensured customer satisfaction by developing customer surveys and communications.

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