Project Management Business Analyst

I am a highly skilled business analyst professional with project management and process design experience. I have expertise in project management, requirements elicitation and gathering, data mapping, business process documentation, business intelligence, and excellent analytical skills. My background includes extensive knowledge of Customer Relationship Management (CRM), telecommunications, mobility, health care, transportation and regulatory. I have experience with System Development Life Cycle (SDLC) and Project Life Cycle (PLC). I have excellent communication and interpersonal skills.

TECHNICAL EXPERIENCE

Software/Databases/Applications: Siebel, MS Dynamics, Salesforce.Com, Pega, MDM, Informatica, ETL, MetaSolv, Singl.eView, SharePoint, Remedy, HP Service Center, HP Quality Center, ALM, JIRA, Rally, Version One, Microsoft Office, MS Project, Visio, Call Center Technologies and various APIs and system integration points

Hardware: Nortel, Avaya, Central Office Switches, Genesys

Networking: Switches, LAN, Cloud, WAN

Methodologies: Disaster Recovery, Project Management, Quality Assurance, Testing, Business Analysis, Process Design/Documentation, Training, Agile, SCRUM, Waterfall, SDLC

DOCUMENTATION SKILLS: Project plans, Use Case Scenarios, User Stories, Functional and technical Requirement Documents, Business Requirement Documents, Process Flow Diagrams, Traceability Matrices, Flow Charts, PowerPoint Presentations, Test Plans, Test Scenarios & Query/Issue logs

EDUCATION

Coursework

University of Texas

Austin, TX

Business Administration

PROFESSIONAL EXPERIENCE

Infosys March 2019 – Current

Business Analyst/Scrum Master - Test Siebel Order Entry application and all integrations (SalesForce Automation, MetaSolv Provisioning application, Singl.eView Billing application, several .NET applications at Verizon, create appropriate test plans and cases for monthly deployments and upgrades. Support both QA and UA testing

Sr Scrum Master – Create and monitor user stories and acceptance criteria, conduct daily touch point meetings and scrum ceremonies with IT development teams, story mapping, scheduling, and tracking sprints/iterations, releases, escalating when needed, updating JIRA and executive slide presentations, tracking issues and risks, coordination with business teams, product owners, and development teams

Support the scrum team by defining workflows, epics/features/user stories, and acceptance criteria

Report progress to various levels of leadership within the organization and provide data insights to help leaders make actionable decisions

Plan, design, and recommend business processes to improve and support business activities

Collaborate with work teams, departments, system leadership, staff, and other IT groups to define needs and business requirements and provide input into the development and modification of systems

Participate in reviews and inspections to verify the intent of change is carried out

Perform initial analysis of identified issues

Train end users or help guide the development of end-user training materials as needed

Ensure proper documentation and on-time delivery of all functional artifacts and deliverables

Act as liaison to IT, operations, and/or vendors supported in the division

Utilized Pega 8.7 to encourage a culture of collaboration between development, quality, and operations teams to pull data from various applications. It is used as a BPM tool to build and manage enterprise applications and engage customers more effectively.

DFW Airport April 2015 – March 2019

Business Process Analyst – Project Manager

Developed and maintained a detailed understanding of business processes and applications, customer needs and priorities

Elicited and documented business process requirement policies for all approved changes to processes systems, and policies

Prepared business, functional and technical specifications, business cases and project estimates and plans

Defined precise and accurate User Story acceptance criteria used by developers, QA testers and business users to ensure that business intent is effectively captured

Wrote precise and effective user stories

Coordinated with business users and stakeholders, trade-off analysis, negotiate priorities, feasibility, risk assessment processes, and validations

Scheduled Joint Application Development/Requirements (JAD/JAR) sessions with business users and applications owners

Developed business process flows and system and data mapping to bring definition and clarity into complex business processes

Developed and managed document scope, project schedule, change control and decision memos

Documented system/project requirements

Translated high-level business requirements into functional/system requirements for organization and management changes

Ensured PMs create and update appropriate documentation, including project schedules, charters, statements of work, change requests, issues and risks, and status updates

Greyhound Lines, Inc. Dallas, TX June 2014 – December 2014

Senior Business Analyst/Project Manager

Interfaced with key business stakeholders, portfolio managers, and subject matter experts to understand the drivers for business change to provide the voice of the business to the IT team

Enabled strategic business goals and objectives using technology and built strong relationships within the operating company

Conducted business systems process analysis, needs assessments, and preliminary cost/benefit assessments to align information technology solutions with business initiatives

Prepared functional and technical specifications, business cases and preliminary project estimates and project plans and user stories using Agile methodology

Participated in sprint planning meetings and daily scrum/stand up meetings with the test and development teams

Managed backlog and attended backlog refinement meetings with Marketing

Attended and participated in the Sprint Retrospective Review

Delivered requirements for Customer and Driver mobility applications (iOS and Android), ADA (Americans with Disabilities) compliancy revision requirements and requirement documentation for the package delivery team

Galmont Consulting, LLC (Chicago, IL)

Blue Cross/Blue Shield Richardson, TX April 2013 – June 2014

Senior Business Analyst

Scheduled JAD/JAR Sessions

Elicited & documented business/functional requirements for all approved changes to business processes, systems & policies for the client.

Documented system/project requirements.

Translated high-level business requirements into functional/system requirements for the organization and management of changes to such specifications.

Delivered requirements, reported and defined the process to identify and handle substance abusers

SPI (Software Professionals, Inc) Flower Mound, TX

BNSF Railway Fort Worth, TX January 2013 – April 2013

Senior Project Manager

Developed and maintained a detailed understanding of business processes and applications, customer needs and priorities

Acted as a liaison between business and technical staff at all levels, while representing the Project Management Office

Responsible for the development, management and documentation of scope, schedule, change control, decision memos

Established and developed contacts across the organization to encourage and allow information flow and knowledge transfer; provided consistent high-level customer service

Led multiple cross-functional teams and developed, defined, and managed the execution of critical program and project elements

Provided input and facilitated cross-functional priority setting to ensure appropriate issues are identified, tracked, reported, and resolved/escalated in a timely manner

Coordinated with CRM vendors (Oracle, Microsoft, Salesforce.com, Pega-BPM/CRM) to determine which application to replace Siebel and implement across the company

Delivered and transitioned the project plan to move company from Oracle Siebel to the selected new application

TSRI (Technical Solutions Resources INC) (Chicago, IL)

Frontier Communications Allen, TX July 2012 – November 2012

Senior Business Analyst

Coordinated with system Architects, Developers and system/product owners for those systems which will integrate with Sterling and SalesForce.com using a combination of both waterfall and agile methodologies

Participated and led in cross-functional meetings (JAD sessions) to identify system design and development of to insure efficiencies and coordination of efforts

Led daily scrum calls with the development team, project manager and test teams

Met with internal customers for requirement gathering sessions (RGS), demos, presentations, and enlightenment.

Identified end user needs, analyzed, and organized intricate technical information, and transformed information into professionally designed and effective programs

Coordinated with business users and stakeholders, trade-off analysis, negotiated priorities, feasibility, risk assessment/mitigation, and validation.

Provided requirements and data migration guides for telecommunications opportunities, quotes, and order entry

Identified and defined telecommunications products and design for Sterling product catalog and configurator

Assisted business team members in identifying metrics, KPIs and reporting analytics by using effective Business Intelligence methodologies.

Created Use Cases, user stories business process flows and documentation, functional and design requirements

Successfully led the design, build and deployment of a dynamic document creation tool within the Salesforce.com Sales cloud.

Assisted in the design of a custom object within Salesforce.com that will allow Commercial Sales “one view” for all sales and support information.

TEK Systems (Dallas, TX)

American Airlines, Fort Worth, TX November 2009 – July/2012

Senior Project Manager/Business Analyst

Project Manager for Admirals Club Soleil (Oracle Siebel) and the eLoyalty customer portal which integrated with SABRE, Customer Hub, ATMS via SOA. (Covered Online Customer Portal, Customer Call Center Support and Reservations and Admirals Club)

Coordinated with Siebel Architects, Developers and system owners for the systems which integrated with Oracle Siebel Application.

Participated in cross-functional meetings to identify shared use and development of Siebel business objects to insure efficiencies and coordination of efforts. (7 applications using 1 Siebel instance)

Met with internal customers for requirement gathering sessions, demos, presentations, and enlightenment.

Responsible for requirements for the American Airlines Soleil/Admirals Club project using Agile methodology

Identified end user needs, analyzed, and organized intricate technical information via RGS, and transformed information to professionally designed and effective programs

Led the daily scrum calls with development and test teams

Provided requirements for Admirals’ Club products, order entry, fulfillment, and billing

Led the AA Siebel Analytics (OBIEE) efforts, coordinated with business unit, Siebel Analytics developers, and architects and the ETL team to develop detailed and accurate analytics reports and metrics.

Insured the accuracy of OBIEE and the transfer and loading of data from OLTP into OLAP via ETL and DAC batch updates

Created Use Cases, User Stories, functional and design requirements, business process flows and documentation, including gap analysis

Executed and managed modifications and enhancements to the application and day-to-day user support cases related to the applications, and interfaces.

Provided technical expertise to the Production Support team, training end users and support technician

More than 15 years with Southwestern Bell Telephone Company in technical, engineering, audit and managerial fields.

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