Priscilla L. Martinez-Moskowitz
Mercer Island, WA, 206-***-****, email@example.com
Experienced implementation project leader. Experienced in telecommunications technology and product engineering support with a concentration in client services and release delivery. Skilled at implementing technology solutions across large enterprise environments for both internal and external clients. 8+ years experience gathering requirements, planning and delivering technical projects including (hardware, telephony, network, and IT applications).
Seattle Children’s Hospital Senior Analyst Telecommunications 10/2017-02/18
Responsible for the technical administration and support of the Cisco Unified Communications platform through the organization including off site locations.
As a member of the VoIP team, responsibilities include assisting with the design implementation and operation of the enterprise-wide communications system.
Partner with functional areas and businesses to ensure alignment with their needs and appropriate service levels. Ensure the systems meets the needs of all departments and recommend changes and or enhancements to current systems.
T-Mobile Analyst Call Routing Delivery and Strategy 5/2015- 5/2017 (2 Year Contract)
Gathered, analyzed, and created comprehensive work products documenting requirements, including validation and traceability, for existing and new applications supporting various business channels.
Analyzed customer experience and business problems to be solved or the products and services to be developed for delivery. Worked within the organization to align the needs of business units in order to create requirements for solutions design providers
Acted as liaison between the internal customer and the product development teams.
Provided technical assistance and analysis in identifying, evaluating, and developing systems and procedures that meet business requirements.
Development and execution of Test Plan/ use cases and aligning them to business requirements for the IVR environment.
Work on continuous improvement of the SIVR (Speech Enabled Voice Response) environment through the delivery of additional functionality or application fixes to the call flows on a monthly release basis to enhance the T-Mobile customer experience, and to increase customer satisfaction internally and externally.
Assured that our voice talent was correctly implemented
Created and managed defects through their resolution.
Continuous process improvement /tuning for the IVR environment through monthly software application enhancements to ensure that the internal and external customer has a positive experience.
User Acceptance Testing
Member of a enterprise wide technology project team engaged in replacing backend systems for the care line of business
T-Mobile Business Systems Analyst, Release Delivery 7/2006 - 6/2012
End to end release management of all aspect of new and existing applications to include infrastructure, network, monitoring, and required support processes (vendor and internal).
Partnered business stakeholders and cross-functional teams to ensure that new functionality met the business requirements as stated in requirements documentation. The new functionality contributed to overall customer satisfaction internally and externally.
Working under / tight delivery deadlines, collaborated with the project team and cross-functional teams to agree on dependencies and milestones.
Cross-enterprise engagement with Application Support teams, Engineering, Vendors, and Management to create post – technical production support process.
Developed project plans and timelines for deployment.
Delivery Manager/Project Manager in support of major T-Mobile billing releases. Duties to include preparation of Short Interval Schedules, leading review meetings with Development, Test, and Application Support teams, and running bridges on night of deployment. Ensuring that all documents meet all change management requirements. Managing resources during Night of Deployment. Validate that new functionality delivered meets business requirements. Tracked status and identified any blocking issues that would impact deployment
Communicated hourly status reports and issues as soon as they were known during deployment
Created/maintained Issues and Risks during night of deployment.
Analyst III Business Systems
Responsible for gathering creating and delivering all technical requirements for integrating T-Mobile’s service partners into the ICM environment.
Created and delivered all requirements for integrating the SIVR into the T-Mobile’s call routing environment.
Created and delivered as-built drawings and Short Interval Schedules in support of VoIP conversions of T-Mobile’s internal call centers.
Act as technical liaison to the IT Technical Project Manager as needed.
Provided assessments on the impact, risks and costs on the adoption of new technologies with the IT Infrastructure.
Created and Delivered Technical Requirement and Implementation Documents for T-Mobile infrastructure projects (design requirements, structured cabling requirements, implementation, as-built drawings) for Call Center remodels as well as new and existing T-Mobile RBOs (Regional Business Offices).
Created Functional Specification documents based on the BRD (Business Requirement Documents)
Technical Project Manager
Created Support Documentation for the T-Mobil 611 project which saved the company millions of dollars in network costs.
California State University Fullerton, CA
B.A. French and English
Graduate Studies in Public Administration
Rivier College, School of Graduate Studies Nashua, NH
Graduate Studies in Education Masters Program
University of Washington, Foster School of Business Seattle, WA 9/2013-5/2014
Certificate Program Business Analysis (BABOK)
Certificate Program in Agile Development Certified Scrum Master/Product Owner
Telecommunications, Wireless, Contact Center Technology (Cisco ICM), Release Management, VoIP, IVR, Technical Analysis, Technical Support, Business and Technical Requirements Analysis, Business and Technical Requirements Gathering, Business and Technical Requirements Documentation,, Project Deployments, Project Manager, MS Word, Excel, PowerPoint, MS Project, Cross-functional Team Leadership, Enterprise System Deployment, Enterprise Software, Software Documentation, Use Case Development, User Story Development, End User / Internal Training, Change Management, Product Backlog Management and prioritization, Test Case Development/Execution, Defect/ Issue Management, Systems Integration, User Acceptance Testing (UAT), Strong understanding of Agile and Waterfall frameworks, Voice User Interface (VUI), Project Management