Project Customer Service
Resume:
Edward J. Ayres
Sausalito, CA
ablxot@r.postjobfree.com
Summary:
Skilled IT professional with 15 years IT industry experience creating
solutions using complex systems:
. Relational Databases, mainframe, middleware, eCommerce, ERP, ITIL,
CRM, PKI, XML, HTML, CSS, Telecom, Interactive Media, Biometrics, SQL,
data warehouse, data integration and ETL
. Successfully manage multiple projects simultaneously from inception to
production
. Effectively lead and coordinate with internal groups/businesses and
external 3rd party vendors
. Rational (RUP) Certified with substantial experience creating project
artifacts such as concept, vision, requirements specifications
(agile), use cases, traceability matrices, project plans, test plans &
scripts
Sr. Business Systems Analyst, Kaiser Permanente (ISG), Oakland, CA (April -
July 2010)
Lead the analysis and documentation of business requirements related to the
consolidation and overhaul of the Kaiser Intranet. Projects include: Portal
technology, Search, Content Management (TeamSite), Content Migration,
Ideabook (a facebook type app) and Single Sign-On (SSO). The current site
includes hundreds of thousands pages and eight regional portals serving
clinicians, IT, corporate communications and one hundred and eighty
thousand staff members. Duties include:
- Identifying intranet project requirements through client interviews,
facilitated group sessions, reviews, modeling and analysis;
- Facilitating requirements and process consensus with multiple project
stakeholders and product managers;
- Identifying, tracking and owning the resolution of requirements-related
issues and action items;
- Applying knowledge of requirements gathering, requirements management,
website technology and quality principles;
- Defining and documenting project scope, project boundaries and project
interfaces;
- Working with business partners, product managers and IT to ensure
stakeholder expectations are managed and met while actively managing
project scope;
- Collaborating with content strategy and information architects to assist
in implementing their strategies and vision in intranet projects;
Writing UAT plans, test cases and scripts.
Consultant, Customer Energy Efficiency, PG&E, San Francisco (May - June)
2009
In a four week period (stipulated by client), created the draft business
plan for PG&E's Line Item Billing customer energy efficiency initiative,
components include: On-Bill Finance, Home Warranty, Solar and Combined Heat
and Power. Determined which programs will be profitable and/or impart a
positive return for the rate-payer and company while also complying with
the CPUC's mandated energy efficiency requirements. Effectively interfaced
with senior management, program managers, IT managers and business owners.
Successfully presented and received approval for plan from management.
PM/BA, Charles Schwab (FTE), San Francisco, CA - (June) 2008 to (April)
2009 (layoff)
Directed and coordinated with internal and external business and technology
partners & vendors to create, develop and deploy complex BI integration
applications related to various Schwab financial products and compliance
regulations: High Yield Investor Checking, Automated Deposit & Deposit
Receipt (Schwab.com), FDIC Compliance, International Automated Clearing
House (IAT), AML/Bank Secrecy/OFAC Compliance.
. Collaborated with business SMEs, key stakeholders and technology teams
to identify and define detailed business requirements and SLAs
. Coordinated with business and technology partners/vendors and SMEs to
identify project goals and metrics
. Developed project artifacts/documents: project request plan, vision,
requirements, process flows
. Successfully managed multiple projects simultaneously from inception
to production
. Develop initial sizing and revised budget estimates for each phase of
the development lifecycle (based on RUP methodology) Inception,
Elaboration, Construction, Deployment
. Coordinate and lead weekly project team conference calls: generate
agenda items, identify and track issues, create and distribute meeting
minutes and follow-up items
. Provide weekly briefings to project superiors on project status and
issues
Sr. BA, Wells Fargo, San Francisco, CA - 2006 to 2008 (contract)
Responsible for the development and deployment of a Compromised Data
intranet portal used by Wells to investigate, track and rapidly respond to
incidents involving retail banking fraud - ETL project.. Supported the
development of BI tools and processes for Wells retail: business reporting
for sales, budgeting and forecasting.
. Coordinated with business and technology partners and SMEs to identify
project scope and deliverables, led the requirements gathering process
. Coordinated and led weekly project team conference calls: generated
agenda items, identified and tracked issues, created and distributed
meeting minutes and follow-up items
. Developed project artifacts/documents: vision, requirements, process
flows, test plans
. Provided guidance with regard to the implementation of a structured
SDLC process (RUP)
. Mentor junior grade BAs
Sr. BA, US Dept. of the Treasury, Office of Foreign Asset Control (OFAC),
Washington DC - 2005 - 2006 (contract)
Responsible for the development and enhancement of the OFAC enterprise
portal used by Treasury, and all US and International financial
institutions to identify and report on potential money laundering and/or
bank secrecy act violations.
. Interacted with Treasury Officials and Large US Financial Intuitions
to identify and clarify business and functional requirements
. Briefed customers and development staff on project status and
development objectives
. Developed project artifacts/documents: vision, requirements, process
flows, test plans
. Coordinated with technical lead to provide customer with business and
technical recommendations
. Led requirements and design review sessions, coordinated testing and
user acceptance processes
. Conformed to CMMI development methodology
Sr. BA/PM, The National Institutes of Health, Information Technology
Branch, Bethesda, MD - 2004 - 2005 (contract)
Developed and implemented an ITIL based CRM issue tracking Portal (w
Remedy) for NIH ITB customers. Consultant to government managers for the
introduction of RUP.
. Led the requirements and SLA gathering and definition process:
called/led meetings, interacted with government and project directors
and SMEs
. Developed project artifacts/documents: vision, requirements, process
flows
. Provided project updates to Branch Chiefs and Directors
. Organized and led requirements gathering meetings, conduct
requirements interviews
. Performed gap analysis
BA, US Dept. of State, Passport Systems, Washington, DC - 2003 - 2004
(contract)
Developed requirements necessary to upgrade and maintain the State
Department's US Passports Portal.
. Gathered requirements from passport agency end users, government
managers and technical development team
. Refined requirements into appropriate project artifacts/documents:
Vision, Requirements, process flows
. Managed and coordinated with developers, testers, designers, and
customers
. Provided project status briefings - presentations - to government
managers and key stakeholders
BA, FileNET Corp.(now IBM), Bethesda MD - 2002 - 2003 (contract)
FileNET is a leading provider of enterprise level Content Management
(ECM/ePortal) solutions: site design, content integration, collaboration,
and workflow.
. Coordinated with SME's, developers, sales and customer service to
resolve customer issues: installation/configuration; function calls;
template, layout and object functionality; integration and
collaboration with legacy and middleware components, web servers and
relational data sources
. Developed project artifacts/documents: requirements, design documents
. Some PHP, HTML, and Java Script
Education
MS - The University of Maryland, Graduate School of Management and
Technology (2006) eCommerce
BA - Cortland College, Cortland, NY
Contact this candidate