Business Analyst Resume Profile

Summary

Highly experienced Project Manager, with diversified business experience in several industries. Decisive and assertive multi-lingual operations executive, with strong analytical and problem solving skills. Delivered exceptional results in fast paced, multi-dimensional environments, where adaptability and flexibility are imperative. Ability to manage strategic issues resulting in profitable development of new and existing businesses. Strong negotiator, with a dynamic personal style. Energizes teams to achieve outstanding performance. Areas of expertise include:
Project Management Strategic Planning Cross-functional Team Leadership Quality Assurance Training ,Business Analysis Customer Service Management, User Acceptance Testing UAT Product Manager, Process Improvement, Market Analyst System Updates/Implementations Negotiations Telephony Expertise Fluent in Spanish Ability to travel 100

PROFESSIONAL EXPERIENCE

Confidential

DATA WAREHOUSE MANAGER

Ensured timely movement of products through optimization of inventory and shipping/receiving processes. Prepared accounts of departmental expenses and coordinated with their respective accounts department to prepare monthly reports. Proactively managed systems development, implementation and risk via the use of SDLC. Delivered training to staff on all system updates. Proactively reviewed and resolved customer billing and system issues. Negotiated contracts with clients and vendors. Managed for and disbursed different office supplies. Elicited, analyzed, and documented the requirements for the business processes, policies, and information system within the firm.

Confidential

PROJECT MANAGER

Maximized efficiency and accuracy of key functions by driving detailed analyses of organizational and operational procedures.
Prepared user acceptance testing UAT by mapping and testing interfaces, and ensured success of update implementation through use of Data Warehouse development/maintenance lifecycle and methodology.
Responsible for business requirement documents BRD's , defining project plan, writing system requirements specification, and delivering project/status reports.
Conducted cost analysis for ordering of new PC equipment. System Analyst and Program development for conversions and cutover, design/development for FIOS.
Supported greater capabilities and integrity of core processes by contributing to groups that updated and created the mainframe billing systems including CRIS, BOSS, CABS, EXACT, SPOT, RBBE, COFEE and SOP . Improved efficiency/resolution of service orders and installation delays for Copper and Fiber products by creating comprehensive orders and reports. Identified opportunities and delivered recommendations or improving processes. Subject matter expert for 450 plus products and services.

BUSINESS ANALYST

Proactively communicated and collaborated with external and internal clients to analyze information needs and functional requirements. Delivered Functional and Business requirements documents, Use Cases, GUI, and interface designs. Lead the Enterprise-wide requirements definition and management systems and methodologies required. Successfully engaged in multiple initiatives simultaneously. Worked with testing tools to design and develop test plans, test scripts and god at quickly learning technologies and systems that are organizational/ project specific. Contributed to sales efforts by consulting on client requirements, providing recommendations on products and services to enhance their client base and improve their competitiveness. Played key role as member of implementation/project teams for FiOS, SONET, VoIP, FIBER, and Collocations projects: secured codes, developed service orders, and authored procedures to support product offering. Performed UAT prior to rollouts. Optimized success of FiOS by creating bundle packages that helped reduce customer costs. Helped the business lower it's upfront costs for FIOS by allowing maximum re-use of existing IT investments and assets.Ensured uninterrupted service and zero public safety impact by leading efficient migration of E911 system to a Y2K-compatible platform. Partnered with internal organizations and contacts at NYPD. Presented project progress reports and status reports to the management throughout the duration of the project.

Confidential

Responsible for overseeing employees in call center, making sure day to day operations run smoothly, and ensuring that the calls are routed and handled effectively. Leveraged Genesis to pinpoint how well calls have been handled and routed through the Business Center ACD system . Use historical data retained by Genesis to identify trends and areas requiring improvement in the Center. Improved communication and staff retention by leading weekly meetings to discuss issues, and boost employee satisfaction and loyalty.

Proactively led efforts to resolve customer issues and restore service in a timely manner

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