Management Customer Service
Resume:
Richard J. Baker
Wesley Chapel, Florida 33544
Phone: 727-***-****
Email: **********@*******.***
Extensive experience in program management, project management, data analytics, business reporting, risk management, compliance, auditing and software life cycle management.
Business experience in finance, supply chain, logistics, retail, customer service, network, human resources, web internet, telecommunications and general management.
Multiple hardware environment and software package technical expertise.
Proficiency to interface with all levels and domains of world-wide corporate resources.
Excellent leadership, analytical, communication, interpersonal and problem solving skills.
Professional Experience
Cox Automotive (contracted through Hire Dynamics)
Data Governance Analyst 2015 (02 – 07)
Lead resource on data warehouse conversion efforts related to large scale retail customers.
Delivered short term to long term data conversion related projects involving new and existing retail customers.
Provided data gathering and analytical solutions for billing, retail, inventory and field operation personnel.
Performed technical evaluation of master data for the non-technical user community.
Resolved database quality exceptions and captured data quality reporting statistics.
Verizon Communications
Business Analyst 2007 – 2014
Business analyst and project manager related responsibilities for the delivery of technically oriented business needs.
Managed a project portfolio of 200+ software applications and associated users, including the data analysis, requirements assessment, writing, tracking, process modeling and execution of work and project plans.
Developed business program requirement documents for user application enhancement and or modification.
Participated in business case builds with cross functional individuals, teams and business representatives.
Conducted regular interviews and requirement work sessions to develop use stories, business descriptions.
Collaborated with technical and system teams to ensure the infrastructure can successfully handle the business deliverables.
Extensive involvement of systems life cycle responsibility including functional requirements, design, level of effort, development, test execution and support of business data, modules and processes.
Connected intermediary between IT management, IT project teams, corporate staff, internal business users and external business partners to deliver the corporate value oriented requirements, processes and procedures.
Performed in-depth corporate related, business, and government customer data analysis to determine trending risk exposure, compliance level, mitigation requirement and audit success.
Supported project teams and business users through cycle testing and promotion to production.
Richard J. Baker Page Two
Prepared gap analysis including determination of root cause failures, disconnections and risk evaluations.
Escalated open issues related to the technical delivery of business user needs and goals and as warranted created solutions for effective team resolution to the conclusion of all stakeholder approval.
Created various analytical and summary reports to be used by executives, stakeholders, staff and management.
Generated regular analytical assessments of the project and communicated status to affected stakeholders.
Delivered presentations to all levels of management regarding program or project status.
Collaborated with management and staff on identifying and integrating issue related solutions in a time and cost oriented manner.
Created step oriented processes and template documents in order to strengthen the plan requirements, deliverables and milestones.
Compiled, analyzed and tracked portfolio data lists, dashboards and metrics related to business project deliverables.
Analyzed and promoted the integrated segments of portfolio key performance indicators and measurements. Compiled and tracked portfolio auditing metrics and created various analytical reports to be used by stakeholders, executives, staff and management.
Provided internal staff and management guidance on best practices to reduce risk and maintain or eliminate audit issues.
Education Degrees
Masters Business Administration – Keller Graduate School
Bachelors Business Administration – Illinois State University
Professional Development and Continuing Education
Accounting and Financial Management - Keller Graduate School
Technical Skills and Software Knowledge
Microsoft, Adobe
Word, Excel, PowerPoint, Project, Access, Outlook, Visio, Adobe PDF
Platform
UNIX, Microsoft Windows Server, Mainframe, SharePoint
Software
Lotus Notes, SAP Suite, Oracle, WebLogic, .Net, SQL, HPQ Center, Informatica, Salesforce
Database
DB2, Oracle
Software Programming
Process Management
Utilities
HTML, JAVA, JavaScript, XML, CSS, Web Services
SDLC, Agile, Business Process models, use cases, EDI
TCP/IP, Configuration Management
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