Eric Klempay

Senior Business Analyst

Ph: 414-***-****

PROFESSIONAL SUMMARY

For the past 15 years, worked as an IT professional in a senior business analyst role and have occasionally been asked to also perform as the acting project manager on many of these same projects.

Background includes the ability to smoothly transition from and to various departments within a company including order management, AR/AP and technology.

Expertise is in all facets of requirements gathering, facilitating user testing, implementation, vendor relations, process re-engineering and system defect and enhancement analysis.

Background working in a variety of industries including retail, healthcare, insurance, finance, and marketing.

Represented the business in discussions with IT on how a UI should be developed and/or presented on a couple of projects. Involved in creating mock-ups for UI workflows.

Utilized Snag-It software to create labels, text boxes, drop-downs and other screen characteristics for the development team to construct.

Gained experience working on projects following an Agile Scrum approach while at Trek Bicycle, Kohls, Braun-NuTone and HumanaOne. Also experienced with Waterfall methodology.

Exceptional at process re-engineering and has business process mapping experience. Background creating flow charts, swim lane diagrams and Visio diagrams.

Proven management and leadership skills with the ability to step into issues for timely, efficient and effective resolution.

Strong interpersonal and leadership skills at all levels of management, customers, vendors, teams, and end users. Also possess excellent presentation and written communication skills.

Superior ability to organize and coordinate on-going activities on numerous projects simultaneously.

Self motivated, organized and detail oriented.

Coordinate and led user defect and enhancement requests to executive team for approval.

Facilitated three of the last four user acceptance test cycles and made changes in procedures showing measurable improvements.

Facilitated changes in the business analyst role to be integrated throughout the development cycle.

Performed as the led business analyst regarding user requests for company’s order management system.

Led, designed, implemented, and trained Issue Resolution System Valuation (ROI) enhancements including screen layout, field definitions, reporting and administration.

Project implementation with both staff and executive level training and development including demo presentation, requirements gathering and vendor system transition to remote users.

Lead business analyst on all aspects of successfully outsourcing accounts receivables for a leading retailer.

Facilitated user acceptance test cycles and made changes in procedures showing measurable improvements.

SKILLS

Business Needs Analysis, Business Case Preparation and Presentation

Quality, Efficiency & Performance Improvements

Change management

Vendor Selection and RFP’s

Process Re-engineering

Downsizing analysis

Outsourcing (onshore/offshore) analysis

Facilitation

Training Workshops

Scope Definition

Agile and Waterfall Methodologies

Project Leadership

Requirements Gathering

Use Cases

Testing (user /non-user) and QA Management

Develop and Facilitate Test Cases/Scripts

Facilitate User Acceptance Training

Facilitate Implementation

Risk Management

Defect and Issue Resolution Management

PROJECT HIGHLIGHTS

Business analyst working n TREK’s ecommerce team working on trekbikes.com site to improve customer experience including customer service, product and sales modules.

Turned a project in the works for nine years and completed it in eight months.

Submitter of medical plans to state exchanges related to healthcare reform.

Lead business analyst on all aspects of successfully outsourcing accounts receivables for a leading retailer.

Facilitated user acceptance test cycles and made changes in procedures showing measurable improvements.

Superior communication skills that have led to becoming the lead business analyst regarding user requests for company’s order management system.

Promoted from project team member to project manager on multiple projects for process re-engineering of bankruptcy and vendors that collected on past due receivables.

Led, designed, implemented, and trained Issue Resolution System Valuation (ROI) enhancements including screen layout, field definitions, reporting and administration

WORK HISTORY

Trek Bicycle Corp. / Brooksource Inc. January 2016 to Present

Senior Business Analyst - Consultant

As a Business Analyst for ecommerce web development for Trekbikes.com, objective was to provide business analyst expertise for Trek’s Web Technology Team.

Part of an ecommerce team working on trekbikes.com.

Participated and occasionally conducted daily scrum meetings with members of the technology development team and key members of the business. Also active and occasionally ran sprint pre-planning and sprint retrospective sessions.

Converted incoming feedback from various departments into defects and / or story enhancements.

Conducted analysis on business priority stories and follow them through the agile development cycle through to production.

Wrote requirements for the website and all of its various facets (customer service, product, sales, etc.)

Utilized Agile environment and methodology.

Involved in all parts of the development cycle

Learned the functionality of backend Hybris cockpits and how that data and/or content is exposed onto the website.

Managed testers and test processes for new product expansion in a UAT environment.

Worked with UAT teams to identify and resolve defects.

Tools: MS Office Products, Jing/Snagit, Hybris Cockpits, Atlassian: Confluence and Jira, Yammer, Skype, Trekbikes.com

Humana One, Pewaukee, WI October 2014 – December 2015

Senior Business Analyst - Consultant through Codeworks, Inc.

Objective at Humana Inc. was twofold. First to provide business analyst and project management expertise as part of the command center for the Project Management Organization (PMO) in preparation for the 2015 open enrollment period as part of the Affordable Care Act as part of healthcare reform. Second, to provide management liaison skills in coordinating product testing between IT, the business and the test team in preparation for the 2016 open enrollment period.

Liaison across multiple departmental command centers within Humana.

Coordinated and provided enrollment results out to executive management

Coordinated business and IT activities in an agile environment.

Audited new and existing network plans and benefit spreadsheets for accuracy.

Managed testers and test processes for new product expansion in a UAT environment.

Facilitated the use of automated test scripts and manual testing process.

Significantly increased the testing of front end product availability

Audited business requirements across multiple business areas and system platforms.

Following a modified Agile Scrum methodology on testing efforts and a report management project.

Worked with UAT teams to identify and resolve defects.

Tools: SharePoint, MS Office Products, SQuIDS Test Application, Insurance

Broan-NuTone, Hartford, WI January 2014 to October 2014

Senior Business Analyst Consultant

Provided business analyst and project management expertise as part of the Project Management Organization (PMO).

Completed a project to upgrade a pricing and quoting web based system package (CPQ) by CallidusCloud to the current version. This involved working with an off-shore development team, onsite IT and an internal business team. Was responsible for building test cases and facilitating user acceptance testing as well as conducting testing of the system in a QA environment

The second project recently completed had been nine years in the works but hadn’t been completed due to lack of decisive business decisions and vendor issues. Took the project over in late February and rolled it out this September. Worked with engineering, sales, marketing and customer service departments to drive decisions. Wrote business requirements, test cases and facilitated user acceptance testing. Managed 2,700 models and up to 200 attributes across multiple lines of business. Maintained an issues log for defects and future enhancements. The system is for 102 users.

Represented the business in meetings with a software vendor for an out of the box product which required UI changes. Worked with the vendor on solutions to satisfy the business requests. The goal was to have a product with the same look and feel as other applications utilized by the business.

Coordinated business and IT activities in an Agile environment.

Managed 20 spreadsheets of data across multiple business lines.

UAT facilitator, tester and trainer

Tools: Visio, Excel, Word, Visual Studio, CPQ by CallidusCloud, Snag-It

Codeworks, Inc. Brookfield, WI January 2010 – November 2013

Senior Business Analyst Consultant

PROJECTS:

Humana Inc., Pewaukee, WI (October 2012 – November 2013)

Objective at Humana Inc. was to provide business analyst and project management expertise as part of the Project Management Organization (PMO) in preparation for the October 1st open enrollment period as part of the Affordable Care Act as part of healthcare reform.

The project was preparing Humana Inc. participation in the state healthcare exchanges. Initially the business analyst for a designated release. Later became a PMO liaison between the business and IT to outline and follow-up task completion for user acceptance testing (UAT) and two corporate refreshes.

Joined a team of project managers that were assigned to submit Humana Inc.’s healthcare plans to the states to participate in their respective exchange.

Liaison between the states and Humana Inc. to communicate additional state requests and changes.

Coordinated business and IT activities in an agile environment.

Submitted required filings for state exchanges via Serff.

Followed up with state commissions as their requirements changed.

Responded to state inquiries and requests.

Coordinated business and IT activities for corporate refreshes and UAT environments.

Audited business requirements across multiple business areas and system platforms.

Coordinated business resources for executive level change review board meetings.

Maintained change request documentation and reporting.

Audited new and existing network plans and benefit spreadsheets for accuracy.

Conducted workshops to identify workflow at a task level across business lines; actuarial, finance, network teams, group set-up, member enrollment and physician participants.

Worked with UAT teams to identify and resolve defects.

Worked with other release teams to communicate changes in release that would affect later release requirements.

Tools: SharePoint, Serff National Association of Insurance Commissioners Site, CMS government enterprise web portal, Health Insurance Oversight System (HIOS), MS Office Products

Kohl’s Corporate, Menomonee Falls, WI (January 2010 - October 2012)

Objective is to provide business analyst expertise on the Media Services Re-write Project 2388 and more recently the accounts receivable conversion.

Worked as a Business Analyst on a project is to move the media services team off of a Power Builder and NXTera application and onto a web based system to manage advertising events and advertising vendors. Responsible for working with process changes, gathering of requirements, writing use cases and functional design specifications. Joined the team at the beginning of the requirements phase and will continue to be a team member until the analysis and design phase is complete.

Worked as a Senior Business Analyst on the full conversion of Kohl's accounts receivables to a third party corporation. Was responsible for writing all project confirmation documents, business requirements, functional and non-functional requirements, statements of works (SOWs) and transition and deployment plan. In addition, was responsible for conducting team meetings, delegating and monitoring task orientated events for the pre-conversion, delta and post-conversion implementations of the project.

Identify customer needs through workshops, requirements gathering and writing of functional design specifications.

Primary business analyst for reporting, budgeting and finance and co-business analyst on all other media service areas.

Worked closely with the project manager to maintain morale and push the team to meet deadlines.

Followed an Agile methodology approach with daily stand ups.

Communicate with the business to determine process flow, interaction with other systems and inefficiencies.

Have been responsible for writing functional specifications for Insertion Order and Purchase Order. Also reporting requirements and data mapping.

Document informational flow based on end user selections through the interactive voice recognition system (IVR).

Point of contact for testers to answer any requirement questions and results.

Tools: MS Office Products, Borland Caliber RM, IBM Lotus Notes 8.5

Northwestern Mutual, Franklin, WI November 2009 - January 2010

Business Analyst - Consultant

Objective was to provide business analyst expertise in a Windows 7 conversion.

Responsible for working with the SMEs and 350 vendors to confirm that their components are compatible with Windows 7. The analysis allowed the business to make informed decisions on product upgrades, project release scheduling and budgetary expenditures.

Identify vendor systems.

Communicate with the business to determine schedules, scope and product upgrades.

Tools: MS SharePoint, Excel, Word

DCI Cheese Company, Mayville, WI August 2009 – September 2009

Business Analyst - Consultant

Objective was to implement the TechExcel ServiceWise software package as a helpdesk solution.

Became the subject matter expert for the IT team.

Obtained all of their requirements and configured the system to meet the team’s needs.

Responsible for configuring the system administration database as well as the helpdesk technician and end user interfaces.

Worked with the business to identify requirements, then configured the system and tested changes.

Worked directly with the vendor to identify workflow challenges and notifications.

Configured, tested and implemented the TechExcel ServiceWise software package.

Identified and implemented requirements and workflow.

Created documentation for all levels of users of the software.

Represented the business in meetings with a software vendor to vet out requirements regarding the UI. Worked closely with the vendor to create a help desk application that was user friendly while meeting business requirements. Was responsible for documenting the system workflow, an admin instructional document as well as documentation from an end user perspective.

Tools: MS SQL Server 2008, TechExcel ServiceWise Software, Word

Doral Dental, Mequon, WI April 2008 - February 2009

Business Analyst - Consultant

Was responsible for identifying gaps between a recently purchased system and existing legacy systems.

Conducted workshops with the business leaders to identify requirements, then tested and identified requirements that the new system would and would not meet.

Matched the gaps against the requirements and along with the business, identified system enhancements versus process changes. Core system enhancements were then identified. Wrote use cases and scope documents for changes made to the membership and customer service areas of the software package and worked with an off-shore vendor to develop these enhancements.

Facilitated demonstrations of the new system along with current and enhanced functionality.

Gathering of feature requirements and enhancements.

Participated in Target Business Model process workshops with the government and commercial business leadership to identify process differences and attempt to align to ‘like’ processes.

Demonstration and presentation of system changes to business leaders and subject matter experts.

Gap analysis of the differences between multiple systems functionality and the out of the box features of the new system.

Worked with off-shore development team (Decare Systems Ireland) for system build.

Schedule and conduct interviews of subject matter experts (SMEs) to extract knowledge of current functionality and wish list items.

Gathered and presented demonstration of existing functionality to business analysts and QA for cross-training knowledge base.

Was responsible for mocking up a member enrollment page based on requirements. Utilized Snag-It software to create labels, text boxes, drop-downs and other screen characteristics for the development team to construct.

Worked with member, customer service, group/client, billing and claim user interfaces.

Tools: Visio, Excel, Word, Visual Studio, various web portals, TFS, Snag-It, insurance

American Family Insurance, Madison, WI July 2007 - March 2008

Business Analyst - Consultant

Primary responsibility was to write business requirements for the new Sales Initiation System (SIS).

Assisted in the testing of new development.

Prepared business requirements for approval and submission.

Met with business leads to add new state expansion based requirements.

Documented and submitted change requests and defects.

Created traceability metrics that verifies all new rules of development have been tested.

Review, correct and submit changes in user documentation that will be used as training new and current employees.

Facilitated writing of test scripts.

Tools: Visio, Excel, Word, EDMS (Electronic Document Management System)

TMP Directional Marketing / Monster Worldwide, Milwaukee, WI April 2000 - June 2007

Lead Business Analyst/Project Manager

Primary responsibility to lead three different business units through a new release development cycle including scoping the release, facilitating and gathering requirements, writing use cases, requiring check points during development and facilitate user acceptance testing.

Prepared enhancement and defect fix requests to executive management.

Plan, coordinate business and technology leadership to scope, gain requirements and write use cases.

Facilitated changes to improve user communication and effectiveness.

Facilitate writing of test scripts.

Facilitate user acceptance and train business management to facilitate future user acceptance testing.

Changes resulted in a release with fewer defects, users received what they wanted (and expected) and fewer and less significant defects when released into production.

Created/reviewed contracts, MSAs, statement of work, and training documentation.

Planned, facilitated and trained user groups on the new systems.

Highlighted projects:

Role: Business Analyst

Primary responsibilities were to plan, implement, train, and provide overall implementation for the downsizing of the graphics facility in Indiana. Two vendors were chosen, one in India and the other in Pennsylvania. Systems had to be demonstrated to the field offices through user requirements and demonstration as well as onsite training.

Prepared geographical, system and organizational charts for existing current and future states.

Prepared management presentation including summary of findings and proposed recommendations, project plan and resource recommendations identifying correlated risks.

Created a new in-house system to take the best of both systems and have them integrated into one.

Role: Business Analyst

Primary responsibilities to obtain requirements, process flow and cost analysis to outsource the scanning team to a third party vendor. Costs were too high (ROI). By using a third party, labor costs went down and equipment leases/repairs were eliminated.

Performed risk management assessment.

Created process workflow pre/post models as well as requirements from users and vendor perspectives.

Role: Project Manager

Took over a failing project, which was being managed through an offshore vendor and not going well.

Reviewed enhancements, defects and unknowns up to that point in the project to determine if it was going to be cost effective to turn the project around.

In addition, reviewed user testing documents, scope requirements and user documentation.

After reviewing all the factors, submitted a proposal to discontinue the project that had at least 250k in costs. The scope had gone beyond the system’s original purpose.

Cost analysis.

Facilitated daily meetings with vendors and users.

Created an executive summary. Created a post-mortem and lessons learned that are being used for the development of a similar project.

Prepared management presentation including summary of findings and proposed recommendations, project plan and resource recommendations identifying correlated risks.

Role: Project Manager

Primary responsibility to plan, implement and provide overall recommendations for a third party accounts receivables team. Simplified the team’s processes through reporting and automation. Held vendors responsible for accurate and systemic reports. Moved to a weekly reconciliation of accounts.

Prepared bi-weekly reporting to executive team, change management, vendor management, standardized reporting, and Systemic Automation of reporting.

Prepared management presentation including summary of findings and proposed recommendations, project plan and resource recommendations identifying correlated risks.

Role: Project Manager

Primary responsibility to plan, implement and provide overall recommendations for the company’s handling of bankrupt clients. No process flow was being followed at the time resulting in missed opportunities to prevent, collect, sell, and/or write-off bankrupt accounts.

Created a process flow to flag accounts that were in danger of going into bankruptcy. Reviewed passed bankruptcy accounts to attempt to recover through the selling of bankruptcy’s to brokers and had any uncollectible money written off.

Prepared organizational charts for existing current and future states.

Prepared management presentation including summary of findings and proposed recommendations, project plan and resource recommendations identifying correlated risks.

Role: Business Analyst/Project Manager

Primary responsibility was to audit commission sales plan. Initially reviewed how commissions were being calculated and it was inaccurate. Set up requirements and process changes so that commission was paid based on revenue and not billings. Initiated changes in the commission request process.

In addition, facilitated new reports that would verify that credits or cancelled orders were taken into account when calculating commission.

Took over four other sales commission reports that had similar issues.

Facilitated changes in the order management system to make unused fields usable. Reported monthly metrics on performance.

Worked closely with sales representatives, VPGM’s and executive level management.

Reviewed changes with executive management along with recommendations of system changes.

Created monthly and yearly projections on commission payouts for forecasting and accruals.

Tools: Visio, Excel, TFS, MS SharePoint, Two web-based artwork systems (Proofit!-ADS, AdStuidio-mcMillan), DocsEra, Access, Oracle, Crystal Reporting, Get Paid Software, Internal Order Management Systems

EDUCATION

MBA, University of Phoenix, (2006)

B.A. Psychology and English minor, Concordia University of Wisconsin, (1999)

CERTIFICATIONS

Project Management Foundations Seminar, University of Wisconsin-Milwaukee

Project Management Overview, University of Wisconsin-Milwaukee

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