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IT Business/System Analyst

San Antonio, Texas, United States
May 31, 2017

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Eric D. Burno

**** ******** **** *** **** San Antonio, TX 78251



Delivering Vision and Leadership for the Enterprise

Professional Experience

November 2013- September 2014

TATA Consultant Services/ USAA

System/Functional Analyst (Consulting Position)

Liaison between the business and technical communities throughout the project

Domain specialist for overall functional knowledge of applications

Managed facilitation and documentation of System Requirements

Approved both Business and System Requirements

Worked with Business Manager to clearly define/refine business requirements

Conducted System Requirement for peer review

Managed changes to baseline system requirements with the Business Manager

Led analysis activities for the project

Responsible for creation of System Context Diagram

Worked with the Technical Lead to generate Design Review Documentation

Active participant in defect management

Ensured persistent documentation is achieved and placed on share point

Worked with team lead to plan, review and preform testing to ensure accuracy

January 2012- November 2013

TATA Consultant Services/ USAA

Senior Business Manager (Consulting Position)

Served as lead business point of contact for the Project Team

Managed the project development team ensuring that the Agile method would be utilized

Accountable for coordinating all business of the project development team

Led, Manage and Coordinates to develop and complete business deliverables

Validated the Investments assigned to any project

Led development and documentation of business requirements using the Agile process

Identified and manages business SMEs

Collaborated on the development and execution of the Change Management plan

Works closely with Project Team to identify and manage risk using the Agile method

Led development of the Control Plan to manage risk, track adoption and validate benefits

Ensures that business deliverables tie to the scope are met by working closely with the project team

Participated and was responsible for signing off on the test plans and test scenarios

Accountable for prioritization of defects

Transitioned business deliverables to the Executive Sponsor and Process Owner

Approve Change Request as a Project Change Control Board Member

March 2011-January 2012

The Capital Group/ Modis IT Recruiting

Project/Resource Manager (Contract Position)

Served as the facilitator of communication, documentation, management of tasks, and coordination of services between engineering and operations.

Managed and coordinated projects using the Agile method to allow for change and flexibility

Using the Agile method on projects allowed small changes without huge amendments to the budget and the ability to stay on schedule.

Worked with multiple business units to collect data and develop reports.

Liaison between business units and IT to ensure that all technical situations were understood in non-technical language.

Provided clear and concise documentation to include management of all assigned tasks and timely updates.

Collected and report business as usual and project initiatives

Identified resource requirements for all project activities

Drove all issues to complete resolution

Reviewed all operational readiness of each project deliverables

Represented the teams at project kick-start activities

Developed and represented the current state of business cases

Participated in technology planning and operational support meetings

March 2010- March 2011

True Vine Baptist Church, San Antonio, TX

Assistant IT Director (Independent Consultant)

Provided strategic technology leadership to the church information technology department.

Identified more productive methods to achieve top performance, eliminating waste and reducing expenses.

Managed vendor relationships, and implemented policies and procedures to ensure the highest quality of service delivered.

Participated in management of new church construction. Ensured project was completed in accordance with time, performance, and budget specifications.

Designed several aspects of the network to include assigning IP addresses for the servers, PC, telephones and auxiliary devices.

Gathered all the Business requirements and communicated the needs to the IT department

Ran daily reports to ensure that all systems were functioning accordingly

Supervised all projects to ensure that timelines assigned to the project are being adhered to.

Met with Business Leaders on a weekly basis to go over the data in the reports

Created Excel Spreadsheets summarizing the data

Managed local carrier vendor to ensure De-mark was installed properly.

Participated in roll-out of required software and managed plan for business continuity.

Led team in the installation of 710 feet of fiber optic cable to connect old sanctuary with the new sanctuary

July 2008- February 2010

JP Morgan Chase, San Antonio, TX

Senior Business Strategy Analyst II

Supported the Cisco ICM call routing application

Assisted with the roll out of Cisco Call Center Manager

Manage multiple projects simultaneously using the Agile methods to ensure all deadlines were met

Managed the roll-out of IP Telephony through each contact center

Reviewed the ICM call routing plans to ensure they met the business requirements

Maintained, investigated, and identified all ICM call routing issues, Network issues or onsite issues with the vendor

Supported the Avaya FCE enterprise platform (Flatten, Consolidated, Extend Network) throughout the contact center infrastructure

Worked closely with the technical units to suggest network based solutions

Analyze and translate technical requirements in a way that could be understood by all audiences (IT, Business Units, and Management)

Develop solutions to share communication facilities among different Clients entities.

Provide technical and management support to peers.

Consulted with client organizations to understand their business, technical, and financial needs

Participate in the Data and Voice network resiliency testing on a quarterly basis.

Worked closely with the business units to solve and prevent any problem areas

Assisted other departments pertaining to system problems and solutions

Maintained, troubleshoot and solved problems concerning the voice and data network

Proactively identify potential problems and develop and implement technical solutions

Offer strategic advice to business unit by defining and developing the business processes

July 2007 – June 2008

Washington Mutual, San Antonio, TX

Senior Business Strategy Analyst

Researched and identified protentional enabling systems and new technologies

Main contact for the Aspect ACD’s at 6 Contact Center locations

Developed Cisco ICM call routing scripts or AT&T Route IT call plans per the business requirements,

Managed and reviewed onsite call routing thru the Aspect call table or Avaya vectors

Supported the Avaya VOIP PBX and the Aspect ACD NIQ

Contact Center point of contact for the Avaya system to include day to day administration, upgrades and system back ups

Provide technical support to business unit by analyzing new software programs and hardware equipment

Managed the architecture of the network to ensure it functioned correctly

Managed all advance feature toll free numbers, DNIS, VDN’s and routing terminations

Over saw cross-functional/multi-departmental projects to ensure that they remain on track and identified any red flags

Upgraded the voice and data networks and provided technical support to the business unit

Analyzed and translated technical requirements so that departments as IT, Business Units, and Management could clearly understand

Performed cost/benefit analysis on all new technology

Managed numerous servers to ensure all updates were in place

Analyzed voice network utilization for the Contact Centers for capacity planning

Proactively identify potential problems and develop and implement technical solutions

Managed all vendors associated with the voice and data networks

October 2005 – July 2007

Clarke American Checks, San Antonio, TX

Senior Network Analyst – Voice and Data Network Infrastructure

Managed and architect the voice infrastructure for 6 Contact Centers

Manage vendor relation with local and long distance account teams

Supervised the implementation of complete network redundancy for the contact centers

Designed, planned, monitored, and maintained the network for providing client/server application

Used system hardware utilities to troubleshoot microcomputer systems on the network

Managed upgrades for system hardware and software

Supervised the install of Cisco network hubs, routers, and gateways for the Contact Centers

Worked closely with the business units to solve or prevent any potential problem areas

Interacted with other departments pertaining to system problems and solutions

Investigated and solved problems concerning the voice and data network for the Contact Centers

Member of the network voice and data continuity team

Led voice capacity planning for contact centers to ensure 99% of incoming calls are answered

Monitored and investigated data network issues

Manage and deliver technical support for the AT&T ROUTEIT application

Monitor and troubleshot any issue with the T1’s, T3’s or OC48

Triage all voice and data issue pertaining to the Contact Centers

August 2003- October 2005

Clarke American Checks, San Antonio, TX

Voice Network Engineer II – Contact Centers Voice Infrastructure

Architect and implemented the voice network for 6 contact centers that answer over 95,000 calls daily

Supervised the implementation of OC3 self-healing SONET rings

Managed the migration of DS3’s, OC-3 SONET rings from one carrier to another

Assisted with the implementation of a redundant voice network (SAFER)

Managed the AT&T ROUTEIT application and over 110 toll free numbers

Worked closely with the AT&T retail and AT&T wholesale teams to ensure all circuits, toll free numbers and equipment were migrated correctly

Supervised the provisioning of all voice circuits for the Contact Centers

Assisted with the provisioning of toll free numbers for allocation routing and transfer connect for all Contact Centers

Managed the AT&T Business Direct application for the company

Completed and managed the infrastructure capacity planning for the Contact Centers

Co led Business Continuity actives on a yearly basis for both voice and data infrastructure.

Proactively plan and manage the implementation of voice services and voice network for Clients entities globally.

Developed solutions to share communication facilities among different Clients entities

July 1996– August 2003

Clarke American Checks, San Antonio, TX

Voice Network Engineer I – Contact Center Voice Infrastructure

Analyzed voice network trunking and utilization for all contact centers

Interfaced with carriers and ACD vendors to resolve trouble tickets

Administered call load balancing process

Managed project information to control schedule, performance standards and budget

Implemented and maintained telecommunication systems for all contact centers

Managed the AT&T ROUTEIT application, ACD call routing and toll free numbers

Managed the Contact Center Aspect ACD

Work closely with voice vendor to order the needed T1’s, T3’s and OC48

Managed all circuit installs, maintenance and trouble shooting

Monitored inbound call volume and load balance to other Contact Centers as needed

Led internal resources for optimal voice network design and adherence to Clients policies

Maintained a strategic understanding of the existing infrastructure and its relationship to the business


Florida Institute of Technology University

Master in Science- Information Technology (In-Progress)

University of the Incarnate Word, San Antonio, TX

Bachelor of Business Administration, Computer Information Systems

Trinity Valley Community College, Athens, TX

Associate Degree, Computer Science


ITIL Service Management

(Information Technology Infrastructure Library)

Cisco CCNA certified

(Will re-certify if position requires)

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