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Management Project

Hutto, Texas, 78634, United States
May 24, 2010

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James R. Orona

*** ******* **.

Hutto, TX *****



. Highly experienced professional with 6+ years of business analytical


. Proven ability to effectively communicate with peers and business

partners to accomplish goals and meet deadlines.

. Expertise in System design and development required for business


. Vast experience in Project Management, Business Modeling, and Data


. Strong leadership experience including call center management, process

improvement initiatives, project management, analyzing data trends, and

building relationships with teams.

. Extensive knowledge of working with Excel, Access, SQL and Crystal


. Expert in business process engineering and software development life

cycle, including analysis, design, testing and implementation of

software applications.

Technical Skills:

Applications: SAP, SQL, Access, Excel, Visio, Web Ex, Visual Basic,


Power Point, MS Project, Outlook, Mercury Test Director, C++, C#,

Oracle9i, VB.Net, Avaya, Crystal Reports, Cold Fusion,

TOAD, Siebel, SharePoint, FTP, Java, HTML, UML, WinRunner,

LoadRunner, Quick Test Pro (QTP)

Business Experience: Vendor Management, Customer Relationship Management,

Customer Care and Satisfaction, Business Continuity

Planning Project, Alliance/Partnership Building, Project

Management, Business Analysis, Business Modeling, Data

Modeling, Business Acumen, Business Analytics.

Education and Certifications:

Temple College

Taylor, TX

2009-Present, M.I.S. Course Work

Austin Community College

Austin, TX

2006, C++ and C# Course Work

Professional Experience:

Senior Market Operations Analyst

ERCOT-Electric Reliability Council of Texas Austin, TX

03/2008 - 02/2010

. Primary contact for Public Utility Commission of Texas for Retail

transaction reporting results and protocol compliance. Oversee quality,

accuracy and efficiency of ERCOT reporting efforts.

. Recognized by Commission Staff for efforts relating to implementation of

monitoring process.

. Team member in defining EDI transactions and processes to support

customer operations in the Texas deregulated electric industry.

. Support Competitive Retailers and Transmission Distribution Service

Providers in reporting efforts as an expert resource on ERCOT reporting,

utilizing tools such as Excel, Access, Crystal Reports and Word.

. Represent ERCOT in task force research to provide visibility into ERCOT

systems; support market projects, IT operations planning and portfolio

and project governance.

. Provide research in EDI data transactions for process improvement and to

uncover transactional issues running SQL queries against ERCOT


. Provide education, technical support to both Competitive Retailers,

Transmission Distribution Utility companies relating to the Deregulated

Electricity market relating to systems, transactions and processes.

. Create and maintain documentation for processes and reports in support

of the market and ERCOT internal users.

. Strong working knowledge of ERCOT operation protocols; provide Market

Participants assistance in understanding the retail issues related to

protocols. Deploy account management skills in building business

relations and strategic understanding of the Market Participant's

business operations with ERCOT.

Telecom Project Analyst

Dell Inc. Round Rock, TX

07/2006 - 03/2008

. Responsible for the implementation of Dell outbound dialing campaigns

through a Dell preferred vendor, Varolii Communications.

. Balance short-term needs of the business to run day-to-day operations

with long-term technology strategy.

. Monitor product quality throughout the release life cycle.

. Capture the business need and translates into a workable set of

requirements that IT can create applications and technology solutions


. Foresee how technology, project management and the core functions and

processes of the business to work together to drive Dell success.

. Work with business partners and IT operations to roadmap strategic plans

to transform Dell's call centers into channel agnostic, highly-efficient

contact centers focused on customer experience and efficiency.

. Assist the Dell Remedy Team in Remedy Service Request Management (SRM)

Development and Customization and IT Service Management (ITSM) Out Of

Box Application and Customization.

. Assist customers with Site Entry into Remedy.

. Perform Remedy form/schema development.

. Assist customers with Contract Entry into Remedy.

. Assist Dell Remedy Team with their Monthly Audits of Resources.

. Assist the Dell Remedy Team with creating and maintaining the Remedy

system as-built drawings/diagrams and instruction manuals.

. Envision, chart, and own the deployment of telephony applications and

infrastructure improvements to enable scalability and efficiency.

. Develop cost benefit analyses, charter documentation, vision/scope

documentation, functional specifications (SRS docs) and use cases.

Work with IT operations throughout project life-cycle and manage the

product deployment/launch.

. Interact with software developers, business partners to clarify Telecom

design issues and integration requirements.

. Familiar with ACD reporting systems.

. Develop test scripts and performed manual and automated testing of the

Telecom application.

. Document test plans and test cases based on the solution definition

documents and use case documents.

. Use Mercury Test Director for defect tracking, coordinate the defect

resolution process and generate management reports.

. Record, maintain and track defects, assigned type & severity levels,

regress scripts to assign status to defects configure Test Director to

auto-notify Dell IT. Use Test Director for requirement management,

planning, execution, defects tracking and provide defect reports in

Excel and Access.

Business Operations Analyst

Banctec CNS at Dell Inc. Round Rock, TX

01/2005 - 07/2006

. Responsible for providing high quality and efficient customer service to

our onsite customers and BancTec Service Delivery organization.

. Provide administrative support for both regional and on-site teams.

Have daily direct internal/external customer contact via email,

telephone and face to face.

. Identifying areas of improvement at operation centers by understanding

the particular needs of the site, communicating with management and

personnel, flowcharting existing processes, recommending changes,

assisting with the implementation of those changes, and providing

ongoing support.

. Act as an escalation path for possible internal/external escalations.

Manage data integrity and quality control of the team's reporting


. Work with Management to create and implement new reporting requests by:


resolutions to time-sensitive ad-hoc requests

for information from management and other key departments.

. Providing technical and analytical expertise in responding to complex,

specialized report requests.

. Gather requests from internal and external groups for new and ongoing


. Gather and review requirements for reports with requestors.

. Prepare and maintain specification documentation for reports.

. Contributed in improving Banctec CNS overall level of performance making

Banctec CNS

the number one Dell service provider within

a time frame of two quarters.

. Responsible for implementing the Dell Service Provider queue in order to

improve SLA in the field.

. Monitor and report on key performance indicators (KPI) for various

internal service delivery departments utilizing Six Sigma Methodology.

. Work with sales team to find new areas of potential growth to ensure

profitability and margin growth.

. Work directly with executive management team to drive program in a clear

and profitable direction.

. Performed budget and forecasting analysis using Earned Value Management

tools and methodologies in addition to MS Project.

. Monitored program expenditures.

. Managed the programs billing and receivables processes.

Ensure that program documentation reflects issues, priorities and

completed SDF (Software Development Gates).

. In constant communication with key players to create project estimates,

timelines, and schedules.

. Coordinate efforts between 3rd party vendors and customers to ensure

smooth implementation and integration of program timeline(s).

. Prepare adhoc analysis and reporting as needed for the business using

various reporting software and tools such as Excel, Access and Crystal


Business Compliance Analyst

TekSystems at USAA San Antonio, TX

05/2004 - 12/2004

. Responsible for Implementing and maintaining business rule based systems

support for product development and revisions, form use and regulatory

company changes.

. Serves as coordinating point and liaison for regulatory requirements and

system related initiatives between Life Company business users,

Compliance, Testing, Procedures, Enterprise working groups (i.e. DMO and

EBO) and ITCO Life Applications. Ensure systems compliance with

state/federal and company procedures and policies.

. Consult on initiatives to provide analytical, technical and compliance

expertise for the operational of all regulatory business processes to

ensure system feasibility. Initiate the change management process for

regulatory business system changes/enhancements and system related

discrepancies for multiple distribution channels supported by Mainframe,

Client Server and Internet/Intranet applications.

Help Desk Support II

Bank of America San Antonio, TX

04/2002 - 04/2004

. Responsible for providing first and second level telephone support for

internal customers, which involves problem solving client questions over

the phone, diagnosing technical issues and directing the task to the

appropriate problem solver if needed; assist fellow co-workers with

account issues, such as, password and other problems.

. Provide faculty and staff on-site support for software and hardware

issues, which may involve assessing hardware problems (printers),

software installations, network issues, rebuilding O/S after virus


. Responsible for Microsoft Windows desktop support and network

connectivity for 250 users

. Troubleshot, analyzed, and resolved tickets 24/7. Closed 95% in-bound

requests within 20 minutes.

. Lead specialist in charge of changing out hard drives, rebuilding

machines, and upgrading memory.

. Performed remote installations and product fixes, as well as various

troubleshooting support.


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