MARYANN MORRIS

*** ******** ***** . ********, ***** Carolina 29223

201-***-**** ( abl1im@r.postjobfree.com

SENIOR BUSINESS ANALYST

Results-driven Six Sigma Green Belt offering a strong balance between

business and technical savvy. Possess a proven track record of 10+ years of

experience contributing to the advanced performance and profitability of

diverse organizations, most notably in the information technology,

healthcare and telecommunication industries. Leverage expertise in business

analysis to identify, evaluate and resolve process inefficiencies that

impact day-to-day operations. Oversee the entire lifecycle of projects to

effectively create, document and implement enterprise solutions that

streamline the delivery of high-quality technical and functional services.

Capitalize on superior communication and interpersonal skills to establish

strong relationships with all members of an organization. Build and

spearhead top-performing teams, providing the guidance, training and

support needed to meet and exceed all client and business expectations.

Areas of expertise include:

Strategic Planning ( Business Analysis ( Project Management ( Solution

Development & Implementation

Technical Documentation ( Call Center Operations ( Process Improvement (

Management Reporting

Service Delivery ( Quality Assurance ( Technical Support ( Client &

Stakeholder Relations

Communication & Negotiation Skills ( Team Building, Training & Leadership

PROFESSIONAL EXPERIENCE

CACI, Inc, Fort Jackson, South Carolina ( May 2010-Present

Ever vigilant, professional services and IT solutions needed to prevail in

various government arenas.

Business Systems Analyst, Lead

Provide on-site analysis, development, and helpdesk support services for

the U.S. Army Reserves at Ft. Jackson, SC. Designs, develops, implements,

and maintains complex business, accounting, and management information

systems utilizing Serena Business Mashups. Analyzes detailed systems

factors, including input and output requirements, information flow,

hardware and software requirements, and alternative methods of problem

resolution. Performs modifications to and maintenance of operational

programs and procedures. Participate in a support workgroup that provides

customer service support activities for the U.S. Army Reserve. Identifies

solutions to requirements caused by changes in policy or system changes.

Designs, develops, implements, and maintains pages for the clients'

SharePoint site using SharePoint Server tools.

. Develops functional and technical documentation using Microsoft Office

tools to include but not limited to training manuals, users manuals,

system/requirement specifications, newsletters articles, and web-site

content.

. Deliver functional training for small to large groups, to include the

creation of training videos.

. Participate in a support workgroup that provides customer service support

activities for the U.S. Army Reserve. Interacts with clients via

telephone, e-mail or in-person to resolve minor to complex problems.

BLUECROSS BLUESHIELD OF SOUTH CAROLINA, Columbia, South Carolina ( August

2008-May 2010

Premier health insurance carrier with the largest provider network in the

state.

Senior IT Support Analyst II

Consult with all members of the organization to field incoming technical

issues that negatively impact the day-to-day operations of the healthcare

company. Interface with software engineering teams to ensure technical

resource alignment with business goals and client objectives. Serve as

liaison between problem, incident and change management teams to

effectively identify and translate end-user needs and functional

requirements into value-added IT solutions and support services. Utilize

industry standard tools to collect, analyze and manipulate relevant data.

Oversee the entire problem management process to ensure the timely delivery

of top-quality support services. Lead, supervise and monitor the

performance of IT support teams to ensure compliance with Information

Technology Infrastructure Library (ITIL) processes. Develop technical

documentation - including procedural manuals and training materials - to

instruct end-users on the proper and effective use of available

technologies.

. Implemented a problem management roadmap to facilitate the achievement

ITIL process maturity after assessing and recommending improvements to

existing IT support processes.

. Optimized the delivery of IT support services after developing and

implementing a performance measurement framework and feedback system that

enabled team members to effectively address issues related to customer

service, communication and technical skills.

MARYANN MORRIS ( Page 2 ( abl1im@r.postjobfree.com

VONAGE INC., Holmdel, New Jersey ( February 2004- August 2008

Leading provider of VoIP Internet broadband telephone services.

Reporting Analyst (August 2007-August 2008)

Collaborated with telecommunications engineering teams to improve existing

systems development, testing, configuration and installation processes.

Capitalized on superior business analysis skills to respond to requests for

proposals, quotations and information; define functional requirements;

design business workflows; validate proof-of-concepts; conduct data mining

activities; and perform cost/benefit analysis to ensure alignment with

business goals and objectives. Monitored and evaluated all projects against

customer demands and the enterprise strategy, which involved analyzing and

reporting project status and financials to management teams. Created

management reports using MS Excel, Business Objects and Crystal Reports.

Authored technical documentation and reviewed them for consistency. Ensured

compliance with Six Sigma best practices, Information Technology

Infrastructure Library (ITIL) methodologies and ISO 9000 / 9002 regulations

to improve existing business processes for delivering high-quality

telecommunications systems and services.

. Successfully devised and implemented suitable process metrics to improve

the statistical, financial and analytical reporting capabilities of

Vonage's management teams.

. Prepared and delivered detailed analysis reports on program and project

status, system performance, items needing improvement and SLA compliance

to system administrators and management teams.

. Created numerous management reports covering diverse subjects, including

resource forecasting, resource allocation modeling and project financial

analysis.

Business Process Analyst (March 2007-August 2007)

Served as a subject matter expert tasked with researching, analyzing and

remediating existing business process inefficiencies. Evaluated the systems

and practices of various business groups - including the Finance, Legal, HR

and IT departments - to identify opportunities for improving customer care

and call center operations. Developed and presented business cases and

technical proposals to secure management approval for initiating key

improvement projects. Oversaw entire project lifecycles - which involved

analyzing requirements as well as designing and implementing business

workflows - to ensure compliance with all project scopes. Wrote technical

documentation and guidance materials to instruct all staff members on new

business processes.

. Minimized the time needed for completing manual billing modifications by

50%+ after streamlining business processes, which in turn reduced problem

resolution times from more than 5 minutes to less than 3.

. Ensured the timely implementation of process improvements through

skillful management of project lifecycles.

. Recommended and established strategy and standardized processes and

procedures consistent with department, company and policies and

guidelines to support the effective receipt and deployment of related

projects.

Web Content Manager (February 2004-March 2007)

Developed and maintained a Vonage's website in order to grow their web

presence and market reach. Created, designed and managed all web content

and related materials to ensure brand consistency online. Established

standards for content, navigation and graphics to enhance the webpage's

design flow as well as users' online experience. Coordinated search engine

optimization initiatives to improve the website's ranking on leading search

engines in addition to maximizing online conversion and click through

rates. Identified, analyzed and reported key performance metrics to

management teams.

. Successfully developed and launched Vonage's self-service website on both

the Internet and company intranet.

. Managed productivity, performance and processes for continuous

improvement and success.

. Managed relationships of vendors, negotiate business allocation, create

metrics for RFP and contracts and ensure SLA attainment for all vendors

and customers.

. Won the 3QFY05 Rising Star Award for successfully developing and

maintaining Vonage's web presence.

ADDITIONAL HISTORY

(Details provided upon request)

TRAVELEADERS, Lancaster, Pennsylvania ( July 2001-July 2002

Webmaster & Director of Northeast Regional Technical Support

AT&T WORLDNET MANAGED INTERNET SERVICES, Piscataway, New Jersey ( February

1999-July 2001

Implementation Manager & Training Manager - Network Operations Center (NOC)

MARYANN MORRIS ( Page 3 ( abl1im@r.postjobfree.com

EDUCATION & TRAINING

Bachelor of Science in Business Administration - University of Phoenix,

Phoenix, Arizona

Six Sigma Green Belt ( Business Objects Crystal Reports XI

TECHNICAL SKILLS

Platforms: Windows NT.

Software: MS Word, MS Excel, MS Outlook, MS Visio, MS Project, MS

SharePoint, MS PowerPoint, Adobe Illustrator, Adobe

Photoshop Suite, Macromedia Homesite, Macromedia Flash, HP

Project & Portfolio Management (PPM), Business Objects

Crystal Reports / Server XI, Serena Business Mashups

(TeamTrack)

Languages: HTML, XML, CSS, JavaScript, lite VB

Methodologies: Six Sigma, Information Technology Infrastructure Library

(ITIL)

Databases: Access, SQL, DB2.

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