Project Management

professional profile

Toni Santos brings twelve plus years of experience as an information technology

professional with end to end solution life cycle expertise. Her engagement exposure

includes high profile time sensitive project management, business analysis and design,

release management, quality assurance management and execution throughout solution

delivery. Hands-on technical knowledge of large enterprise solutions, multi -

technologies and multi-tiered infrastructure architected solutions, e-business

solutions, legacy solutions and the integration of new technologies with legacy systems.

Exceptional problem resolution manager. Dedicated team player. Successfully manages and

utilizes team expertise to analyze, implement, and provide quality results. Excellent

communicator adept at partnering with client management, end users and IT to identify

desired solution, manage critical success factors and mitigate risk. Utilizes business,

technical and leadership skills to align business and IT solutions to satisfy varying

stakeholder's expectations.

Project Management UML Use Case Development and Quality Control and Risk

Project Team Lead Design Management

Strategic and Tactical Business Process Management Quality Analysis / Test

Planning Application Maintenance and Release Management

System Development Life Cycle Support Telecommunications

Analysis Multiple Vendor Initiatives Computer Instruction

Object Oriented Analysis Management Business Development

Product / Solution Management Release Management

Client Management

professional experience

CGI, Atlanta, Georgia - (7/2007 - Present)

Test manager, ATT - Care / Service Delivery Organization - User Acceptance Testing(UAT)

(2/2008 - present)

CGI has been contracted with ATT as a business partner to provide resources to support

testing from User Acceptance through Operational Readiness Testing. The contract

supports quarterly and point release testing of ATT Sales through Billing Enterprise

Wide CRM/Trouble/Order Management/Billing integrated solutions. This testing involves

complex telecommunications product ordering over a series of complex solution,

interfaces and processing requirements. As a Test Manager, Toni supported end to end

testing initiatives for a variety of telecommunication products. This role included but

was not limited to the following bulleted items:

Collecting and analyzing user business processes, requirements and UAT pass fail

criteria

Ensuring UAT environment readiness ensuring data capacity and service order builds are

established to support UAT execution

Collaborating with Business Owners, IT, Client Project Managers, Vendor Project Managers

to establish project required protocols, establish resources for project preparation and

execution ensure funding is established for required organizations and ensure Business

Owners are satisfied with UAT results.

Develop test management deliverables including: duration assessment, commitment package,

impact assessments for change request, daily UAT execution status reports and UAT

entrance and Exit Criteria review session and meeting minutes.

Document meeting minutes, project dictated deliverables, planning and execution to

ensure CMM and ISO 9000 compliance.

Manage UAT execution across multiple globally distributed teams; Test Analyst, Business

Owners, IT onshore and off shore teams.

Tracking and managing project defects, risk, issues and action items ensuring project

stays on schedule and on budget.

Tools: MS Visio, MS Project, MS Office, Quality Center

Deliverables: UAT Planning, UAT Environmental Readiness Assurance, UAT Execution

Management, Defect Management, Issue/Risk/Mitigation, Commitment Package, Impact

Assessment / Change Management Analysis, Daily UAT Execution Status Reports, UAT

Entrance and Exit Criteria review, Collaborating and management of globally dispersed

teams

Process Engineer, ATT - MIS (Manage Internet Service) Order Management (7/2007 - 2/2008)

Acting as a Process Engineer to support ATT efforts to automate the disconnect of MIS

products through an Enterprise Targeted Architecture. This is a multiple project

multiple year initiative establishing an Enterprise Architected solution for all MIS

products to flow through. The Process Engineer roll delivers the workflow diagrams,

process diagrams, supports the JRD requirements definition, and governs the business

requirements from inception through implementation as a representative of the business,

maintaining constant communication with business and IT representatives and managing

risk and issues through resolution as required.

Facilitated JAD sessions establishing blended audience development of business

requirements and processes.

Managed release project implementation representing the user community as the interface

through the SDLC.

Wrote business requirements, test scenarios, test cases, business process flow

documentation

Managed business requirements through analysis, design, development, unit test, system

test, user acceptance test into deployment

Provided user training on new release functionality

Tools: MS Visio, MS Project, MS Office

Deliverables: Business Requirements, Use Cases, Functional Specifications, Business

Process Flows, Desk Level Procedures

AIG Auto Agency, Alpharetta, Georgia (4/2007 - 7/2007)

Auto Insurance E-Rater web based rating solution Business Analyst

Senior Business Analyst contracted to support analysis and design efforts to define

functional and data specifications documentation to support a state by state rollout of

a web based rating solution providing support to brokers and individuals in requesting

auto insurance rates. Coordinating business and IT JAD sessions, working with globally

dispersed IT groups and business groups, collaborating with various groups to ensure

state by state documentation standards, legal requirements and sales requirements are

implemented in the delivered solution.

Facilitated Product Manager session to identify State Specific laws, business rules and

offerings

Performed analysis and business requirements development

Wrote business requirements, test scenarios, test cases

Managed business requirements through analysis, design, development, unit test, system

test, user acceptance test into deployment

Tools: MS Visio, MS Project, MS Office

Deliverables: Business Requirements, Use Cases, Functional Specifications, Business

Process Flows

WellPoint (Blue Cross/Blue Shield), Atlanta, Georgia (01/2007 - 4/2007)

Business Analyst

WellPoint's Blue-licensed subsidiaries and their affiliates provide a comprehensive

range of group and individual health benefit, life and disability products. As a result

of the consolidation of the affiliates under the WellPoint umbrella they have created an

enterprise wide e-business solution for Broker/Agents. The web service provides access

for Large Group and Small Group/Individual healthcare proposals, plan comparison, books

of business tracking, bonus and commissions management. As a contracted Business Analyst

for this solution the position required facilitated business sessions, business

requirements collection, detailed requirements development, working with developers and

system architects in design through technical specifications, generating test cases,

ensuring end to end traceability, iterations of unit testing, system testing and

supporting user acceptance testing. The BA position demands excellence in written and

oral communications to collaborate across globally dispersed business stakeholders and

IT teams including some off shore development.

Performed analysis and business requirements development

Managed business requirements through analysis, design, development, unit test, system

test, user acceptance test into deployment

Wrote business requirements, test scenarios, test cases

Performed unit and system testing

Tools: MS Visio, MS Project, MS Office

Deliverables: Business Requirements, Use Cases, Functional Specifications, Business

Process Flows

Aelera Corporation, Alpharetta, Georgia (2/2006 - 12/2006)

Solution Manager/Project Manager/Business Analyst

Aelera Corporation provides business solutions /quick application gap requirements

implementation on a lean budget. Aelera is contracted by BellSouth retail market groups

to provide an inventory management solution and a customer service monitoring solution.

This position requires project management, client management, account management,

requirements analysis and design, defect troubleshooting, quality assurance, and

business development.

Manage client relationship. Own product and client engagement.

Identify opportunities to cultivate business and expand client relationships. Secured

$250k in project revenues during 2006.

Coordinate development and delivery resources, worked with development team to ensure

quality and timeliness of solution deliverables

Manage existing application and perform analysis, requirements definition, release

planning, design and quality assurance through delivery.

Deliver business requirements, business process flows, use cases, functional

specifications, client specific business request forms, test cases, testing, and cost

estimates

Support existing solution defect troubleshooting and change request management through

the system development life cycle

Tools: MS Visio, MS Project, MS Office, SharePoint, Outlook, DBVisualizer

Deliverables: Business Requirements, Use Cases, Functional Specifications, Business

Process Flows, Technical Architecture Diagrams, JAD sessions, Project LOE Estimates,

Test Cases, Statements of Work

Purpose Solutions, a division of Compucredit, Atlanta, Georgia (9/2005 - 2/2006)

Senior Business Systems Analyst

CompuCredit's Purpose Solutions division focuses on supporting pre-paid debit card,

underserved consumer credit cards and lending services. As a business system analyst the

position required utilization of object oriented analysis and high level design to

produce quality solutions.

Derived analysis deliverables including swim lane diagrams, business requirements,

system requirements, and function specifications from facilitated working sessions with

the business and IT stakeholders.

Delivered quality solution for high profile credit card offering with expedited delivery

requirements to meeting industry critical marketing time.

Managed business driven timelines through IT processes. Ensured project milestones were

met by delivery teams including third party vendors.

Tools: MS Visio, MS Project, MS Office, Outlook

Deliverables: Business Requirements, Use Cases, Functional Specifications, Swim Lane

Diagrams, Concept Diagram, JAD sessions

CGI, previously AMS, Atlanta, Georgia - (3/1998 - 9/2005)

Project Coordinator/Team Lead Application Support, (2004 - 2005)

CGI-AMS is contracted by BellSouth Long Distance to coordinate a multiple vendor

multi-tiered architected telecommunications provisioning solution. The PANDA solution is

a web based quoting and provisioning solution that supports 3,000 local and remote

users.

Managed application support team, application quality assurance group, database

administrators project related duties, vendor relations, release implementation, and

ensured enterprise hardware software compliance and integration requirements.

Coordinated project release management and implementation providing multi-vendor project

plans for monthly time critical releases, replatforming of the solution, OS and database

upgrade integration.

Promoted resource allocation management, risk management, client management/relationship

building, staff training and performance evaluations.

Tools: MS Visio, MS Project, MS Office, Mercury TestDirector, SQLPlus

Deliverables: Project Plans, Release Implementation Plans, Test Plans, Resource

Allocation Plans, Large Migration/Upgrade Plans, Defect Management and Reports, Solution

Architecture Diagram Management, Vendor Management, JAD Sessions

Project Manager/Application Support - Team Lead, (2002 - 2004)

CGI-AMS is contracted by BellSouth Long Distance to support the MetaSolv Solution, a

telecommunications service order and inventory maintenance application. Support for

BSLD business owners, the end user community includes local and remote users, downstream

systems receiving feeds, and outside business users such as Nortel.

Administered team management, facilitated and managed client status and working

sessions. Interacted with multiple vendors for application defect tracking, database

management, and hardware/software management. Performed resource allocation management,

risk management, client management/relationship building, staff training and performance

evaluations.

Provided end users support (client install, upgrades, troubleshoot), Application support

(application migration, maintenance of 18 application server instances across 4 Sun

Solaris servers, instruction to third party DBA for solution database support/

maintenance requirements, and performance of user acceptance regression testing

Tools: MS Visio, MS Project, MS Office, Mercury TestDirector, SQLPlus

Deliverables: Project Plans, Release Implementation Plans, Test Plans, Resource

Allocation Plans, Large Migration/Upgrade Plans, Defect Management and Reports, Solution

Architecture Diagram Management, Testing Releases, Defects Identification, Vendor

Management, JAD Sessions

Senior Strategic Business Analyst, (2001- 2002)

Strategically evaluated legacy billing systems data performing detailed data analysis

and data mapping for multiple legacy billing systems to multiple desired state systems

for data migration.

Collected and identified objectives, scope and constraints for project charter,

collected and consolidated team's final deliverables ensuring consistent formatting and

grammar for deliverables.

Acted as SME resource and developer of key project management documents including Risk,

Issues, and Dependency Management, Change Management and Communication Plans.

Tools: MS Visio, MS Project, MS Office

Deliverables: project charter: Objects, Scope, Constraints, Risk, and Issues, Dependency

Management, Dependency Management, Change Management, and Communication Plans, Billing

Solution Data Mapping

Project Analyst, (2001)

Coordinated structuring of high-profile project team performing first North American

implementation of AMS Tapestry product.

Established team infrastructure, expedited initiation of new team members with training,

travel support and guidelines, and project tool access, collected, managed and monitored

sub teams status, action items, issues, risk and project milestones to facilitate and

coordinate team leads and full team incremental status meetings.

Created document repository and project standards building consistency and ensuring CMM

compliance, supported Software Quality Assurance Lead with team structure and project

structure data for analysis.

Worked with project director to ensure project milestones were established, allocation

of resources and executives were kept abreast of project status.

Tools: MS Project, MS Office

Deliverables: Executive Status of Project Milestones, Team Status, Action Items Log,

Issues Log, and Risk Log

Senior Business Analysis, (2000)

Identified Technical Requirements and High Level Design for a set of integrated systems

supporting Wholesale Customer Care and Service Request Management.

Performed analysis of legacy and desired state systems functionality for Customer,

Product, and Service Order Entry modules providing one store front to Wholesale

customers, developed detailed set of financial and system requirements

Provided Subject Matter Expertise on delivering documentation under CMM quality gated

process.

Developed and supported documentation templates creating consistency across many project

teams in a multi-vendor initiative.

Tools: MS Visio, MS Project, MS Office

Deliverables: Business Requirements, System Requirements Specifications, Refined Use

Cases, Use Case Diagrams

Senior Functional Architect, (1999 - 2000)

Conducted detailed technical and business requirements analysis, high-level design and

business process definition for service order exception management. Identified system

integration and flow through eliminating of 90% of duplicate orders processed, reducing

FTEs, creating overall return of $3.2 million in first year of implementation.

Performed analysis, delivered detailed business requirements, business scenarios, use

cases, context diagrams, change management approach, impacted systems functions,

solution alternatives including recommended solution and phased approach to development.

Provided Subject Matter Expertise on service order system infrastructure, coordinating

"Gate" critical review points.

Facilitated client/user interview sessions, risk mitigation strategies, project

planning; user training, software configuration management, change control, requirements

management, software quality assurances, test and subcontractor management.

Tools: MS Visio, MS Project, MS Office

Deliverables: Concept Solution: Objects, Scope, Constraints, Risk, and Issues,

Dependency Management, Change Management, Requirements Management and Communication

Plans, Data mapping, Business Needs, Business Scenarios, Business Requirements, System

Requirements, Use Cases, Context Diagrams, Recommended Solution Approach and

Alternatives.

Business Analyst/End to End Quality Assurance Manager, (1999)

Initiated Quality Assurance measures to ensure methodology management. Established

baselines and trained Junior Business Analyst to maintain. Transitioned onto analysis

team performing detailed analysis of telecommunications Wholesale Customer Care and

Service Request Management Initiative, served as part of 6-year $30 million phased

project.

Trained and coordinated team to provide end-to-end evaluation of deliverable products as

they were developed, ensured consistency and proper leveling of project teams, analyzed

performance and deliverables, performed detailed analysis producing use cases, business

needs, requirements and required relationship diagrams of analysis findings

Tools: MS Visio, MS Project, MS Office, Rational Rose/RequisitePro

Deliverables: Business Needs, Business Scenarios, Requirements, Use Cases, Use Case

Models Rational Rose/RequisitePro - Tool Implementation/Management, Tool Training

Business Analyst, (1998 - 1999)

Conducted detailed analysis on management of Telecommunications Wholesale Customer

Contracts. Provided team's initial implementation of RequisitePro requirements

management and Rational Rose analysis tools and held brown bags educating team members

on tools. Wholesale Customer Care suites implemented projected anticipated returns of

$3.8 million in 4 years by reducing contract penalties, labor cost, system maintenance

and other contributing expenses.

Interacted with client through facilitated sessions, projected overviews, individual

interviews and prototype demonstrations to impacted clients and provided valuable

feedback to prototype development and analysis team.

Organized analysis teams, developed detailed requirements, use cases, use case modeling,

project requirements management tool and reported dependency relationships.

Trained team members on RequisitePro/Rational Rose requirements management and object

oriented design tools.

Tools: MS Visio, MS Project, MS Office, Rational Rose/RequisitePro

Deliverables: Business Needs, Business Scenarios, Requirements, Use Cases, Use Case

Models Rational Rose/RequisitePro - Tool Implementation/Management, Tool Training

professional skills and knowledge assimilated

Emerging Leaders Team Leadership, Negotiations Workshop, Business Writing, Business

Curriculum: Ownership, Building High Value Relationships. Telecommunications,

Consulting Etiquette, Object Oriented Analysis and Design, Lotus

Notes: Project In a Box (developers course), Microsoft Project

98-2000, Unix, Project Management

Role Specific Course MetaSolv Solutions, PANDA, Emory University Leadership Management

Work: Course, Capability Maturity Model (CMM), ISO9001

Software:

MS Office Suite, MS Project, MSVisio, Lotus Notes, Outlook, RequisitePro, SQL, UNIX,

Adobe Acrobat, Netscape Navigator/Internet Explorer, Exceed, Remote Desktop, GRIC Mobile

Office Telecom Products Application Analysis/Maintenance/Support and Quality Assurance:

Remedy - Avalon MetaSolv Solutions, and PANDA provisioning solution, DBVisualizer,

SharePoint, Quality Center Solution

Hardware/Operating Systems:

IBM Compatible PCs, Windows NT, Windows 95/98/2000/XP, DOS, UNIX, SUN, Solaris, Novell

EDUCATION

DeVry Institute of Bachelor of Science, February 1998, Computer Information System

Technology - Major, Magma Cum Laude

Organization Affiliation and community service

President Atlanta Information Technology

Professionals (AITP), DeVry, Atlanta 1997 - 1998

Volunteer Work - Habitat for Humanity, AIDS

Walk, Meals on Wheels

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