CORE COMPETENCIES

Project Management • Business Analysis • Software Implementations • Agile • Waterfall • SAP • PMBOK • ISO 9001 and CMMI SDLC Compliance • Training • Testing • IT Infrastructure Analysis and Stability• Client Relationship Management • Contracts & SOWs • Matrix Team Leadership • Change Management • End User Support

CAREER BACKGROUND

Keane (April 2011 – August 2011)

Senior Consultant (Technical Business Analyst onsite at State Farm)

Recruited into a senior position bringing my expertise of successful project implementation, founded on merging technical awareness, business analysis, project and Agile collaborative skills to a relatively new team, created to merge these skill sets into the State Farm IT department.

-Provide expert systems input, including system dependencies and grouping of items for a release

-Provide technical assistance, training, and mentoring

-Initiating team process creation and documentation management, inclusive of training documentation

-Initiated system to merge and analyze defects from several tracking software systems, along with informal communication, in order to deliver analysis of environment issues along with quantifiable costs in order to enact process improvement policies across departments

-Mentor cross development and IT teams in identifying specific challenges they face implementing the Agile methodology and working towards resolution

AMDOCS (August 2000 – April 2011)

Sr. Business Analyst/Project Manager (February 2005 – April 2011)

Fulfilled this role across departments at management discretion on business needs. I served in departments such as Data Center Operations and Customer Operations, whose teams included release management, OGS support and new client managed services. I independently studied and implemented industry tools and practices to allow a ‘work smarter, not harder’ approach for projects. This included initiating collaborative and iterative business processes as well as implementing MS Project for scheduling, tracking and exporting for management desired excel and Visio style timelines.

-Coordinated the operational business processes and setup for new clients on boarding, as well as managing and establishing improvements in process and function of managed services for current operations clients Successfully implemented two customer software conversion projects, impacting the 4 million subscribers that were moved to our T1 clients platform as a result of a $10 billion buyout

-Strategically managed implementations for IT and Infra teams, including software upgrades, new hardware installations and an interstate move of hardware/environments to a new data center

-Oversaw new site setup and preparedness for application and IT access for a T1 telecommunications company’s sites who were transitioning to a new platform

-Dual Role of Production and Project Manager of non-production environments, including customer training and testing; with responsibility for data integrity and stability of existing environments. Also negotiating and implementing contracts (including initial SOWs) for new services and environments; including a 2 year, with option to extend, managed services contract with $3.5 million in additional revenue generated during that time

-Consulted and advised clients on processes in order to enhance user experience, either with process changes or working towards software/tool enhancements

-Developed and maintained business process and procedures in compliance with ISO 9001 for multiple teams; additionally, trained as an internal auditor

-Initiated and delivered training material and job aids for internal and client employees to shorten the work-flow of their positions.

Senior Testing Engineer (May 2003 – February 2005)

My ability to quickly grasp IT and SW applications and architecture in my previous role enabled me to move to a technical testing position, becoming the overall site SME for our in house developed POS system.

-Primary testing engineer on 4 applications (security, point of sale, inventory and customer relationship manager); launched 2 as new applications

-Guided development in their efforts to fix complicated or scenario unique flaws, bridging the gap between user practices and developer intended flows.

-Approved software builds and releases, which directly impacts system availability and revenue generated for a top-tier telecommunications company

Help Center Analyst (February 2001 – May 2003)

As an original member of this newly developed team I quickly adapted to the technical nature of the position and led efforts in minimizing performance issues. Within the first few months, our team had over an 80% one stop closure rating, enabling development and technical teams to utilize their time working on true defects and system issues.

-Managed communications and war room during Nextel’s initial conversion to the Amdocs suite of products

-Inaugural member of site-wide cooperative team to develop and implement processes, procedures and auditing in accordance with ISO 9001, CMM and contractual obligations

-Developed all team processes and identified as an expert, assisted other teams in developing and documenting processes

-Liaised for internal management, development, system and release teams and with client users, technical teams, management and executives for issue resolution

-Responsible for the end-user support and training during market conversions and software releases at various client locations

-Primary/lead Performance Analyst, responsible for coordinating internal and external communication and resolution of all high-priority issues, which have the potential to affect all client business, including business transactions and system availability for tier 1 clients

Main Desk Manager (August 2000 – February 2001) Düsseldorf, Germany

Part of an inaugural team of a newly acquired Amdocs company sent overseas to prove our knowledge and training in assisting other Amdocs sites with shortages and expert knowledge. This is a trend that the Champaign site is still known and utilized for, due to the success of the first wave. An offer was extended to stay on, due to the upcoming migration of a client in Champaign I opted to return stateside.

-Liaised between operations and client management, serving as the escalation point for production issues

-Limited subscriber fraud impact and ensured timely updates to customer database through monitoring usage file processing operations

ADDITIONAL SKILLS

Microsoft Access, Excel, Word, PowerPoint, MS Project, Visio, Outlook, CBIS, TRIS, Ensemble, Enabler, POS systems, TOAD, Oracle/SQL, Unix, Test Director, WMS/Quintus, Clarify/CRM, ICM, NCRS, Agile, SharePoint, SmartDraw

EDUCATION

FRANKLIN UNIVERSITY Bachelor of Science, Business Administration 2004

PARKLAND COLLEGE Associates of Science, Accounting, 1998

Certifications

Coursework & application recently completed for PMP Certification

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