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Service Training

United States
October 24, 2016

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Experienced Business & Systems Analyst – Experience utilizing Agile, SAFe, Software Development Framework/Methodology (SDF/SDM), determining time & cost estimates, resource allocation assessments, gathering & documenting requirements, fit-gap analysis, data modeling, creating traceability matrixes, use cases & process flows, prototyping & leading demos, human factors/usability, creating wireframes, performing functionality & software quality assurance, performance & user acceptance testing, creating training materials & training all levels of management & clients onsite and via live meeting.

Superior Communication Skills – Verbal & Written – Able to clearly communicate in an honest, direct manner with teammates, internal clients, external vendors, executives & business partners. Able to challenge thinking while maintaining perspective & providing opinions & recommendations in a respectful & influencing manner.

Diverse Technical Skills – Proficient in Microsoft Word, Excel, Outlook, Visio, Power Point & Project, Internet Explorer, Chrome, Seibel, Version One, Knowledge Link, SQL.

Management - Experience in managing a team of direct & indirect reports, determining resource allocation, prioritizing workloads, providing formal & informal performance reviews. Able to delegate work within the immediate & extended team while also able to escalate upward as appropriate. Proven skills in driving innovations, shaping the vision for future opportunities, influencing strategic direction, driving business objectives, empowering others, effectively leading teammates, customers & the business.

Highly Adaptable – Innovative, self motivated & effective as a team player, leader, or facilitator. Willing to recommend & drive change while being open to questions, challenges & recommendations to improve processes. Able to lead & support multiple projects simultaneously with ever shifting prioritization & requirements. Enjoys working in a fast paced environment with tight deadlines & consistently delivers detailed high quality work.


CAPITAL ONE, Richmond, VA 2011 – Nov 2015

Master Business & Systems Analyst/System Integrator; Commercial Bank IT

Lead BSA for the CCSF (Commercial Client Service & Fulfillment) project

Migrated ~18 Operational & Front End groups from non-trackable manual processes to an auditable systematic process on SRM which greatly improved client service & satisfaction

Met with each LOB to capture current state business processes, interaction models, HLBRs & potential process improvements

Performed Seibel (SRM) Service demos

Captured technical requirements for SRM

Ensured business and system requirements delivered on time

Created training materials for each LOB & set up training data

Trained all Service groups across a variety of locations & provided onsite go-live support

Ran daily queries to provide reports to leadership for two weeks following each new go-live event

Created BAU Process documentation as Operational & Front End groups migrated to SRM

Provided on-going production and new enhancement support for transitioned groups

Master BSA/System Integrator - Assisted with the Commercial IT transformation to Agile & SAFe

Member of the first team to successfully deliver enhancements via Agile in coordination with off-shore development & test teams

Drove the implementation and training for multiple functionality & usability enhancements while also leading projects which interfaced with groups not yet migrated to Agile

Trained new BSAs, Testers, and Tech Lead on SRM Service functionality

Assisted in creating improved business requirement & system design documents to meet Agile needs & automate testing

Created system design documents utilizing SQL to define values to be added to service fields based on specified criteria and Gherkin to automate regression testing

Proxy Product Owner representing ~18 Service groups for more than 2 years

Initiated the Service groups interaction model for new enhancements and successfully integrated them into the BAU Agile intake & prioritization processes

Worked directly with the business, documented requirements, supported the technical and development assessments, created UA guides, and provided UAT support & issue tracking

Maintained a healthy prioritized backlog to ensure continuous improvements

Contributed in Release Planning sessions to prioritize & slot Service enhancements in coordination with the Sales & Small Business enhancements based on story points and available capacity

Participated in “go/no go” executive level meetings prior to each release; documenting the MVP (minimal viable product) required for a “go” decision

Lead BSA/Product Owner representing Service functionality during a major SRM upgrade to a web based application; conducted user interviews, documented use cases & process flows, created wireframes, led demos, scheduled the user group migrations, & provided on-going support to ensure a successful migration for each group

CRM & Service SME – Participated in the assessment of new CRM & Case Management applications to replace Seibel Sales & Service functionality

Utilized information gathered & documented during the SRM upgrade to fast track the selection of the top 3 vendors

Participated in Kaizens with the business and each of the top vendors

Created use cases specific to each line of business for the vendors to create demos of their applications

Contributed to the executive level presentations & final recommendation for the selected vendor

Prioritized the stories (use cases & functionality) needed for the POC (Proof of Concept) to validate the recommended vendor

CAPITAL ONE, Richmond, VA 2006 – 2011

Small Business Marketing Acquisitions & Operations Manager

Hire & manage a team of associates & contractors

Create a collaborative high performing team

Manage resource allocation, capacity & prioritization

Provide formal & informal performance reviews, mentoring & identifying development opportunities

Create transition & contingency plans during re-orgs & staffing changes

Manage multiple outbound solicitation channels including direct mail, email & statement for PreScreen & Non-PreScreen solicitations & the inbound web channel

Improved operational processes & procedures to meet the growing demand from new lines of business

Drove marketing efficiencies by leading new initiatives & projects delivering 3 new small business marketing databases to support PreScreen & Non-PreScreen solicitations, including a trigger database

Project lead & customer for a $5MM project to build a Small Business Credit Marketing Database which consolidated processing across 4 vendors and multiple platforms & increased speed to market from 4 months to 6 weeks

Management & oversight of a primary external vendor housing 4 Small Business databases, accountable for:

Day-to-day production operations

Development prioritization & implementation

Relationship Manager of multiple External Vendors & Internal Service Providers accountable for building interaction models to clearly define roles & responsibilities ensuring the business gets the most value from suppliers

Accountable lead representing the business during contract negotiations, the creation of Conditions of Satisfaction, Statements of Work, Master Service Agreements & Service Level Agreements

Assess new data and/or service providers & make recommendations based on cost & value

Manage service outsourcing & insourcing migrations; including training new resources, establishing transition schedules, clearly communicating business intent & ensuring services met expectations

Manage vendor fixed & variable costs, annual POs & monthly invoices; track monthly actuals to estimates

Facilitate monthly senior leadership (VP & above) governance meetings to provide project & strategy updates, as well as innovation opportunities to gain approvals, prioritization & cost allocations (up to $9MM cost approvals)

Built a Small Business education & knowledge sharing plan to support new & continued education

Developed operational controls & metrics to create a Well-Managed business agenda

Utilized SQL to assist data analysts and audit to ensure marketing files met marketing specifications

CAPITAL ONE, Richmond, VA 2004 – 2006

Senior Business Systems Analyst (Contractor)

SME & primary analyst for several Lean/Agile initiatives

Acted as the liaison between development team & production team & between the development team & the business

Translated business intent for existing & new marketing strategies into technical requirements that could be executed through the campaign management tool & validated in an analytical environment

Lead Analyst for multiple projects:

Defined & documented business & system requirements for development initiatives

Migrated multiple lines of business from a linear marketing process to an integrated solicitation platform

Owned the parallel testing (linear to integrated) solicitation process for multiple direct mail channels

Performed extensive customer data analysis & data validation

Worked with Legal & Compliance groups to ensure prospect & customer information was managed accordingly

Redesigned solicitation schedules, identified dependencies & established process management requirements

Developed & Delivered training on the new platform:

Created an Introductory “Boot Camp” training documentation

Created Detailed Functional & Technical training documentation

Instructor of formal & informal training sessions

Created detailed Visio Process Flows, SIPOC, RACI, CTQ & Process Narrative documentation

Accountable for project status & timeline presentations for monthly executive level governance review board

Owned “What’s In this Release” presentations for end users & production support groups

Lead for redesigning & documenting a new solutions development process

Contributed to the on-boarding & training of new employees & team members

Assumed project manager responsibilities during the transition of multiple project mangers

AT&T/AON HUMAN CAPITAL SERVICES (AHCS), Greensboro, NC 1999 – 2004

Senior Business Systems Analyst

Performed end-to-end business & systems analysis for projects spanning a multitude of HR systems (PeopleSoft, Data Warehouse, Business Objects, WebSphere applications & other systems)

Participated in projects, training & production support as the SME/primary analyst for all of AT&T’s management, represented occupational & non-represented occupational external recruitment & internal staffing systems

Integrated AT&T international employees & policies into domestic systems

Lead analyst for the AT&T Employment & Staffing Redesign

Provided business & systems analysis during the merger & acquisition of MediaOne & AT&T Wireless

Primary analyst on multiple software & hardware upgrades, including the PeopleSoft 8 Upgrade

Provided production support on a daily basis including investigating trouble tickets, resolving user/data issues, developing SQL queries for legal reporting needs, production database updates & table maintenance

Contributed to company cost savings by analyzing & evaluating new systems to replace outdated/legacy systems

Assisted in the company-wide transformation to meet SDF Guidelines

Responsible for activities associated with gathering & documenting business requirements:

Evaluating/documenting existing systems & new applications to provide fit-gap analysis

Reviewing & contributing to System Proposals

Leading business requirements gathering sessions & interviews

Documenting business objectives, functional rules, use cases, business process definitions, process flow diagrams, training requirements & project critical success factors

Informal documentation walkthroughs with internal project team members, developers & testers

Formal documentation walkthroughs with project sponsors, business partners, impacted vendor support personnel, HR leaders & select users to obtain formal sign-off on the requirements

Defining requirements for external systems impacting or impacted by PeopleSoft HRMS

Translated business/system requirements into technical specifications

Participated in extensive & rigorous testing during each phase of the software development lifecycle

Created training & production support documentation, conducted on-site user training & lead train the trainer sessions


Outstanding Performance & Significant Contributions Award

Recognition for Process Improvements & Project Initiative

Intellectually Rigorous Award

Dedication & Commitment Certificate

Multiple Awards recognizing Project Work & Teamwork

Individual Performance Award

Circle of Excellence Award for the CCSF project (Highest award at Capital One)



English Major

Government Major

Asian Studies Minor

Company Sponsored Continued Education Courses:

Capital One

Essentials of Managing Difficult Conversations

Influencing & Motivation Skills

Facilitative Leadership

Managing with Impact

Role-Based Compliance Training for FS SBS

Fair Lending

Lean & Agile Training

Six Sigma Training

Structured Thinking & Writing

Increasing Communication Effectiveness – Advanced

Process Excellence for Process Owners

Personal Presence

Advanced Agile Training

SAFe Training

Product Owner Training

Version One Power User

Red Hat Beginner Class

Salesforce Admin Trailhead


Data Requirements Analysis & Modeling

Information Technology Requirements Framework

Software Development Framework

Process & Function Modeling

Data Modeling

Extensive PeopleSoft 7 & 8 HR applications

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