Management Technical Support

Background Profile & Skill

** ***** ******* **** ********** with a combination of business analysis, team & project leadership.

Portfolio project management ranging from medium multi-million dollar to larger scale billion dollar projects.

Business solutions and delivery consultant and liaison.

Leadership in business analysis and application development.

Business requirements gathering and conversion to technical specifications.

Process improvement and SCRUM sprint planning, business process modeling from as-is/ to-be.

Hybrid methodologies with a primary focus on Agile, SAFe (scaled agile framework), Scrum, kanban & XLC

AngularJS and HTML5, MVC applications& frameworks. VB6, SSRS, SharePoint, Visual Studio 2008 and 2012, Microsoft SQL Server 2008 2012, MS Visio and project. Understanding of multiple platforms and frameworks such as bootstrap and.NET.

Experience

USAA

Lead IT Systems Analyst (contract through Apex)

FASG/ IMCO IT Nov 2016 - Current

Lead Business systems analyst for brokerage, blue chip stocks IT services.

Met with executive management to develop a new scaled agile model for all teams to utilize.

Actively contributed to project successes by partnering with Program delivery management and department product owners to understand program strategy, transformational, and operational plans.

Ensured definition of readiness and scope, business goals and objectives in order to establish a clean and manageable backlog during anchored stories development.

Collaborated with executive management for strategy and Roadmap on all projects.

Managed multiple roles such as requirements trainer, coach, scrum master and Process engineer.

Developed a new manageable instance of RTC (rational team jazz server) with the collaboration of agile coaches by creating a new backlog process that involves depth over health.

Lead innovative opportunities to improve efficiency and productivity for the Analyst role during on boarding.

SWBC

Lead Business Systems Analyst April 2016 – Oct 2016

Business Applications & Integration

Lead Business systems analyst for a diverse portfolio Company of insurance, mortgage, investments, SAAS and other financial in house services

Managed 15 medium to large scale projects totaling $28 million.

Direct report to vice president of application development

Met with Executive management and company officers to Re-engineer the company’s requirements process on all major projects while defining a new standard method of delivery through software modification processes.

Lead and developed an internal team of 13 business analysts across all service centers.

Lead in development management team for department process implementation.

Coached and developed junior analyst to manage small to medium size projects and basic integrations.

Managed staff; including hiring, talent development, performance management & retention efforts.

Participated in project governance process, analysis, training of Systems Analysts

Created and implemented a new project lifecycle and software lifecycle concept for future use.

Implemented new agile processes planned and coordinated sprints with project management in a Waterfall/ Agile hybrid environment.

Provided leadership to team of seven in-house project managers on new methodologies.

Implemented standard processes, tools & procedures to deliver high quality, predictable services.

BioBridge Global

Business Systems Analyst

Enterprise Business Systems Sep 2014 – Jan 2016

Business systems analyst for a nonprofit organization dealing with stem cells and regenerative medicine.

Direct report to senior director of information technology services.

Managed staff; including hiring, talent development, performance management & retention efforts.

Tested applications and resolved complex problems throughout software development life cycle (SDLC), including preparing detailed program specifications while abiding by company regulatory processes such as 510k FDA and Standard operating procedures (SOP’s).

Liaised with Stakeholders from all core business units, clients and vendors creating use cases, offering internal solutions, developing software requirements/ reporting requirements and converting them into technical specifications.

Lead SCRUM daily stand up meetings, planned and coordinated sprints with project management in an Agile/ hybrid environment.

Developed wireframes and BPMs (business process models) with stakeholders on new and existing software.

Support and subject matter expert for existing company legacy systems and newly developed (in house) thin client applications providing on demand reports for internal audits and software issues/ discrepancies.

CGI Federal

Applications Business Analyst (2nd Project lead) Apr 2014- Sep 2014

2nd Business Project lead and business liaison for the Obama Care government contract through the centers for Medicare services (CMS), a $93.7 million dollar contract to develop a national health insurance exchange and build a provider Enrollment, Chain and Ownership System at a government level.

Applied common best practices for the industry in supporting major clients using a conceptual business model to identify relevant issues and considerations by exploring new solutions while still abiding by strict time frames.

Assessed the operational and functional baseline of the organization and its organizational components through use cases and analysis and helped to define the direction and strategy for an engagement while ensuring the organizational needs are being addressed. .

Utilized department tools within the Atlassian products, JIRA, Bamboo and Confluence for tracking issues, automated testing and creating a department knowledge base with Wikis.

Met with key stakeholders for acquiring requirements and technical specifications abiding by strict company standard operating procedure (SOP’s) guidelines to insure a quality created and deliverable product.

Developed and introduced new standardized process flows using Visio for internal department collaboration during the open payments project.

CitiBank (contract through Oracle financial systems)

Business Analyst/ Developer,

Global Identification Administration (GIDA) Mar 2013 – Mar Apr 2014

Worked with global end users through all Software Development Lifecycle (SDLC) phases. Created extensions using recommended frameworks, report against applications data model. Written technical design documents for conversions, extensions, interfaces, and report- according to department needs and monthly projects.

Worked with all stages of project lifecycle, from business requirements and technical definitions to development, testing, user acceptance testing development, (UAT,) and PRODUCTION with completion of Citi market place applications.

Using agile methodologies, delivered accurate service and application support through the lifecycle.

Held weekly SCRUM meetings with senior developer and Project management.

Developed Web services, packages, procedures, and applications/modules.

Collaborated as a liaison with project management, other business analysts, and department teams locally and globally.

Developed various Applications using SQL Forms, Reports, Workflow, CMP, Q-TIPS and Apache.

SharePoint administrator, creating sites, manipulating workflow and user access.

Wells Fargo Home Mortgage

Doc Management Operations Analyst 3 Jun 2011 – Feb 2013

Conducted research and analysis for each Line of business (LOB) utilizing loan processing software programs in a fast paced production environment based on service level agreements.

Assisted in successful transition, handling and document conversion project between operational sights of approximately $20 billion in collateral assets.

Established production goals and creating statistics spread sheets and data bases of all the documentation being processed to improving quality, Introduced new forms of processes and quality control for team members, business partners and the entire department.

Imported and exported data using XML, Provided Trending reports using SQL server management studio, Excel and Access to create various tables and project coordination for multiple teams across the site.

Developed Process flow charts for document management processes in Visio.

Responsible for improving the document management operations site by creating visuals and statistics programs in excel for the entire department to utilize, maximizing production and minimizing the need for risk management.

Analyzed the business requirements by designing appropriate databases and validated incoming data before loading into the SQL Server, Implemented database mirroring and replication, participated in User acceptance testing for various projects implemented across the board.

Recognized for the development of the San Antonio operations site by improving all visual management throughout the entire department.

XEROX

Tier 2 Escalations and Technical Support Supervisor Feb 2008 – Feb 2011

Responsible for the team handling escalated issues and technical support for various projects which include electronic benefit transfer (EBT) for TANF, child support, home health care, SSI and food stamps.

Supervised a group of 10-15 agents overseeing the work and quality of a call center with over 200+ representatives. Applied QA (quality assurance) metrics and standards to Coach mentor and oversee the quality and work of my team, Knowledge of programs such as GUI and state programs based of oracle platforms.

Assisted in Creating and administering company intranet for all agents and management to utilize.

Assisted loss prevention with any fraudulent activity on accounts.

Subject matter expert for technical support. Customers using apple and Microsoft products are guided to set up their accounts online and resolve any technology or web based issue.

Installed, tested, troubleshooting, de-installed, maintained and supported computer software, hardware, networked and standalone computer desktops, as well as computer hardware peripherals, responding to problems, reporting and resolving problems relating to all aspects of personal computers.

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