7 yrsin Telecom, knowledableservices with a variety of phone systems

Jennifer Gaffey

Project Coordinator/Business Analyst contracted at State Farm via TEK SYSTEMS for

over 5 1/2yrs

Streamwood, IL

***************@*******.***

To obtain a position in project management/coordination where I can fully utilize my skills in telecom services, project coordination, and outstanding customer service gained from many years of work experience. Experience in a variety of analytical tools and methodologies used in business process re-engineering. Strong workflow management skills, multi-task, very detail oriented and strong interpersonal communication skills. Willing to relocate to: Schaumburg, IL - Chicago, IL - Atlanta, GA Authorized to work in the US for any employer

WORK EXPERIENCE

BUSINESS ANALYST contracted at State Farm

TekSystems(Allegis Group) - Bloomington, IL - October 2011 to April 2017 Responsibilities include:

•Overall Delivery Coordinator worked with senior leadership, directors and program management to coordinate leadership meetings, run reports for Issues, Risks, Change Requests, and Dependencies; compiled weekly Dashboard statues for all 9 projects which are a mixture of business case documentation (BCD), execution, and business areas such as P&C Claims, Personal Property Offer, Marketing, Commercial Property Offer, etc.

•Coordinated, managed, and helped develop requirements and business rules for 3 projects in P&C Claims that include business case documentation (BCD) and execution projects within the Canadian Migration Program

•Assisted in developing business case documentation (BCD) that includes working with the Canadian company to create requirements for Agent List Creation (ALCS) data and Need Analysis Recommendation (NAR) to create Marketing campaigns for the Canadian company within the Canadian Migration Program

•Assisted in developing and coordinating business case documentation (BCDs) for business requirements and procedures to be implemented and executed in order to create a new Contact Centers in Canada Program Management for the auto and Fire (PPO) policies in over 5+ lines of business

•Assisted in developing the testing, implementation, and execution of the Customer Contact Center (CCC) Auto conversion execution work being implemented in September 2015

• Developed Day 1 and 2 support processes and procedures in Unified Communications Program

• Facilitated working sessions to identify and model the current organization's operations to create business process flow diagrams using Business Process Modeling Notation (BPMN)

• Created as-is and to-be process flow diagrams and developed functional requirements document leading to a number of support workgroup process requirement specification documents

• Created and managed project deliverables such as: Approach plan and strategy, transition support plan, knowledge items, configuration items, etc.

• Initiated Statements of Work, project risks and issues

• Facilitated meetings with business partners to gain requirements and stakeholder agreements

• Created Documents of Understanding (DOU) to address any outstanding issues/maturity tasks

• Prepared and managed project plans to track project milestones and coordinate project work, resources, and project timeline

• Managed other TEK Systems resources on project

• Liaison between SME's, business partner/stakeholder, program, and internal project teams

• Managed and coordinated decommissioning all Avaya and legacy phone system equipment totaling over 158,000+ end points

• Managed and updated MS SharePoint project documentation and MS Access database

• Created over 75+ change records, service requests and tasks for support workgroups and project work utilizing the ITIL Foundation framework

TELECOMMUNICATIONS TECHNICAL SPECIALIST

General Growth Properties - Chicago, IL - September 2009 to July 2011 Core Responsibilities include:

• Liaison between headquarters, all malls (200+), Bell companies, and third party providers.

• Main focal point contact for resolving voice and data issues and network services for all malls with service providers (phone line orders, bill disputes, line outages, new contracts, MACD services, and phone inventories)

• Managed and oversaw all billing invoice inquiries, disputes, and contracts for over 200+ malls and over 20+ service providers

• Managed all cutovers and installations of POTS, DSL, T1, PRI, VOIP for all 200+ malls

• Managed all telecom services in ITEMize (Telecom Expense Management)

• Oversaw, researched, reviewed, and managed budgeting cost analysis of all existing contracts and new contracts for all telecom service providers worked to cut costs by half and confirmed that all contract rates were met

• Placed orders and troubleshot all mobility devices (i.e. Blackberry's, iPhones, iPADS) and accounts for over 3000+ employees

• Programmed netSys Ethernet Extenders NV-600 RE and NV-600LE

• Managed Windows SharePoint Services 4.0 used for internal and client document preparation and information sharing

Telecommunications Specialist

General Growth Properties (Brooksource) - Chicago, IL - September 2009 to July 2010 managed 2 telecom projects:

• Voice Telecom Project (VTP) - Organized and managed the conversion of 200+ malls telephone services transition from one service provider to another for both local and long distance services, while managing the day to day operations of the services for these malls

• Holiday Outpost - Managed and ran installations orders for over 75 malls with DSL and a POTS line over the 3 month holiday season. Worked with and managed GM's and OPS Mgr's at the malls, service providers, and subcontractors of service providers.

PROJECT COORDINATOR

TERACORE, INC - Chicago, IL - April 2007 to September 2009 Project coordinator supporting 2 directors/senior project managers in government work with DoD contracts including: 1) Air Force Recruiting Information Support System and 2) Virtual Interactive Processing System project for the US Military Entrance Processing Command Project Coordinator Responsibilities include:

• Assisted in a wide range of activities in support of large business process reengineering projects including meeting coordination, management of client reports, and contract administration

• Organized large conferences of 75-100 clients

• Managed and coordinated move of new office facility

• Worked directly with Director and Project Managers of both projects

• Assisted Director's in reviewing RFP's and DoD contracts

• Prepared and managed project plans using MS Project

• Ability to multi-task across multiple concurrent projects

• Liaison between SME's, customer/stakeholder and internal team

• Established company-wide procedures for Windows SharePoint Services used for internal and client document preparation and information sharing

• Facilitated compilation, distribution, and approval of meeting notes, action plans, and project risk assessment documents

• Prepared quality assurance procedures on all client documentation before deliverables were sent out to the client or posted to SharePoint

Business Analyst Responsibilities include:

• Participated in working sessions to identify and model the current organization's operations using Business Process Modeling Notation (BPMN) to create business process flow diagrams

• Assisted in documenting as-is process, defining to-be process, and developing a functional requirements document leading to a number of system requirements specification documents

• Fact Model process flow diagramming and terms and facts tracing

• Analyzed DoD policies and procedures as input to business process re-engineering (BPR) effort

• Assisted in performing a Gap analysis between the current system and future system FINANCIAL AID PROCESSOR, PAST DUE CASH MANAGER

CAREER EDUCATION CORPORATION - Hoffman Estates, IL - January 2004 to August 2006 Processed 50+ financial aid files a day for schools having standard academic year terms, non standard terms, non term academic year based with clock hour quarter and credit hour programs

• Liaison with all several campuses interpreting complicated federal program regulations

• Expedited collection of Past Due Cash (from $100,000 to $800,000 on a weekly basis)

• Communicated with lenders/guarantors to ensure efficient loan processing for students Loan Processor

The Equity Network - Schaumburg, IL - 2006 to 2006 Loan Processor

1st Suburban Mortgage, L.L.C - Lombard, IL - 2003 to 2004 TELCO COORDINATOR/PROJECT COORDINATOR

CROSSCOM NATIONAL, INC - Buffalo Grove, IL - October 2000 to April 2003 Coordinated ordering and installation of new telephone service for major corporations including AutoZone, Walmart, Kohl's, Blockbuster Video, Dicks Sporting Goods, TJ Maxx, etc.

• Liaison with customer headquarters, technical services and Bell companies.

• Met deadlines for all activities from site development through the opening of store

• Responsible for dispatching calls, which includes programming, initial troubleshooting, call completion, phone and paging systems. Placed move, change, and disconnect orders for telephone service. Billing Department Representative

• Worked on special assignment for 2 end of year closes to assist technical service representatives in finalizing billing so that accounts receivable could be collected

• Coordinated development of training manual for CrossCom employees regarding telecommunications equipment and cost control

Customer Service Representative

• Interacted with technicians sent to customer sites to correct telecommunication problems

• Responsible for administration of customer activity including emergency tickets, troubleshooting stores

• Programmed phones including installations for several large companies. (AutoZone, Wal-Mart, Kohl's) - Programmed changes of the BCM's once the system was implemented onsite

• Developed training manual for use by customer service reps on how to support technicians at customer sites Other Professional Experience includes

Graphic Designer and Type Setter

Pal Graphics - Broadview, IL - February 1998 to September 2000 for several small graphic companies

EDUCATION

Bachelor of Arts in Computer Graphics

MaryCrest International University - Davenport, IA 1997

SKILLS

Project Coordination (10+ years), Telecommunications (8 years), Morgage Loan Processor (5 years), MS SharePoint (7 years), Primavera (5 years)

LINKS

https://www.linkedin.com/in/jennifer-gaffey-4818987/ AWARDS

Top 10 Employees for TEKSystems

December 2012

State Farm and TEKSystems recognized the top 10% of the employees who did outstanding jobs for the year and was a leader.

CERTIFICATIONS/LICENSES

ITIL v3

July 2012

Certified ScrumMaster (CSM)

July 2012

SharePoint Power User 2010

October 2012 to Present

GROUPS

Marvelous Mama's Group

October 2015 to Present

Palatine Jaycees

September 2000 to December 2009

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