Management Project

QUALIFICATIONS SUMMARY

IT Systems Analyst / Architect with nearly 10 years of proven skills in large scaled project leadership within environments of continuous change and limited time of delivery windows. Design process changes and solutions based upon business evaluation and system prioritization in various industries to include financial and CPG sectors (especially with ERP systems). Provides team members with administrative and technical support, along with strong communication skills to all management levels. Extensive experience in SDLC (Waterfall and Scrum practice).

KEY COMPETENCIES

Collaborative Leadership ● Project Management ● Process Improvement ● Presentation/Communication Skills ● Solutions Delivery ● Client Centric ● Situational Evaluation/Prioritization ● Multi-task ● Staff Training/Development ● Troubleshooting (Configuration and Debug) ● Liaison Management

PROFESSIONAL EXPERIENCE

Fiserv – Alpharetta, GA 2010 - 2017

System Analyst / Architect

Lead a team to analyze requirements, design, build, demonstrate and implement solutions that were appropriate for the enterprise and are in alignment with the IT architecture road map and enterprise principles, across multiple system implementations with custom and third-party applications. Created, reviewed and approved any required documentation for the project, including Requirements Documents, Functional Specifications, acceptance criteria, UAT Test Plans, Test Case Logs, training and ad-hoc reports for upper management to provide on-going statuses.

Key Achievements:

Delivered over five successful full life cycle ERP projects through accurate liaison at a management level between business leaders, development team, QA testing, Release management and Support team.

Unified the technical team compiling solutions for different processes such as reporting, ETL, Master Data Management, Order Process Management (contracts, pricing and invoicing), Revenue Recognition, Accounts Receivables, and Material Management, creating a single point of contact for the business in order to request enhancements or report any existing defect.

Reduced business processes time up to 60%, improving their customer management and billing processes.

Exceeded customer satisfaction building business through long-term and loyal relationships, constantly receiving high recognitions and building the trust to keep enhancing their systems.

System Support Tier II / III

Worked as a second and third-level support for all those business units that were already live. Lead weekly meetings to receive and provide status on current defects and enhancements. Received and provided training on new solutions to be implemented in the company to enhance the current systems.

Key Achievements:

Defect manager designation to keep the queue at minimum (no more than 3 defects assigned per team member) to always leave room for enhancements when needed, especially if critical changes where requested, releasing the resources up to 50% for new trainings and implementations.

Maintained an accurate and prioritized product log for all the business units throughout the enterprise for enhancements on already existing solutions maintaining business continuity.

Maintained high CSAT’s by meeting at least 95% of the SLA’s metrics.

Hewlett Packard 2004 - 2010

IT Row Leader & Designer for Procter & Gamble

Met with global contacts in order to understand and architect a global solution for the company for USA, Canada and Latin America.

Designed accurate solutions to all the requirements that were analyzed during blueprinting sessions with deliverables that met the acceptance criteria previously defined.

Key Achievements:

Team leader designation to deliver over three full life cycle projects for South America, contributing 50 – 75% of process improvement for billing.

Delivered a high quality and recognized solution for the Canadian Business Unit that would eventually work for the rest of the business units located in North America, decreasing by 50% the work needed to convert new units into the system.

Improved billing, pricing, archiving and reporting processes up to 75% by developing new front-end solutions.

First Level, Service Management

Provided full support to the business when the project was in testing phase or in go-live (locally or traveling). Resolved any defects related to the system within designated time following the Incident Management processes. Worked as the Service Management SPOC (Single Point of Contact) for new projects coming into Production Systems; behaved as a second level support to the rest of the team and escalated within time if necessary.

Key Achievements:

Implemented - with a team of 10 - the Service Management Help Desk under the ITIL Methodology and improved business processes with better Key User and Business Leader response.

Kept business continuity meeting at least 90% of SLA’s and increased customer satisfaction up to 95%, encouraging the Business Directors to bring more support and units under the Help Desk.

EDUCATION COMPLETED TRAININGS CERTIFICATIONS LANGUAGES

Bachelor’s Degree, Computer Systems Engineering - Universidad Nacional, Costa Rica

Master’s Degree, Project Administration - Universidad Latina, Costa Rica

MS Office Suite (Word, Excel, Power Point, Project, Visio, Project, Outlook) Systems Development Life Cycle (SDLC) ETL approaches and practices ALM Platforms ERP (SAP) HPQC

ITIL Foundation 3 Certification (2013)

English (Native) Spanish (Native) Portuguese (40%)

Contact this candidate