DAWN CRUTCHFIELD BOARD, ITIL V*

***** *. **** **, #***, Phoenix, AZ 85048 540-***-**** ad017q@r.postjobfree.com

https://www.linkedin.com/in/dawncboard

Dear Hiring Manager:

Please accept my resume in consideration for the position you have available. I possess, 15+ years of project management, business & data analysis, and change management experience. In addition, I have 20+ years human resources, 10+ years of risk & regulatory compliance experience in insurance & financial institutions, 25+ years creating and implementing strategic plans and executive summaries for enterprise leadership. I also possess more than 14 years of leading the establishment new departments and start-up organizations, which required creating business processes, training guides, service level agreements (SLA’s) and implementing infrastructure framework. My background includes a proven ability to prioritize and manage multiple projects with supporting metrics and KPI’s, develop teams, and demonstrate excellent organizational skills. As a college instructor of business, I taught my adult students that success is based on the stakeholder’s needs being met and that the business unit drives the technology not the other way around.

My professional motto is “Plan, Execute, and Be Accountable”. I’m a highly motivated and experienced leader with a proven track record of strategic planning and managing all aspects of project management and business analysis from initiation to close. I have experience with creating dynamic team environments, delivering results, coaching, training & development, and collaboration. I believe a successful business analyst must be detailed oriented, organized, have excellent communication skills, and be flexible & patient with the SME’s, stakeholders and have a balance of working people and technology.

As a contractor and FTE, I have performed analysis for potential new technology solutions and led small to large projects as the Project Manager, with budgets up to $1M which includes creating and implementing audit metrics for technology infrastructure. I have also led the establishment of several PMO’s. My strengths include:

assessing potential new projects and determine the amount of resources needed to forecast a preliminary budget.

implementing HRIS’s, cloud based & hybrid enterprise systems, wireless programs, BYOD policies, UCaaS, disaster recovery strategies for redundancies, Software as a Service (SaaS), GIS-based software, password reset programs, storage replacement, wifi, mobile and configuring security policies.

managing projects and conducting business analysis activities in an agile, waterfall, hybrid, and SDLC environments, including the elicitation and tracing of requirements and user stories.

creating test plans and leading the User Acceptance Testing (UAT) process, regression testing, and developing rollout plans & procedures.

My experience also comes with excellent analytical, quantitative, and qualitative skills and the ability to support an organization’s operations, by providing expert consultation, guidance, direction, and leadership, especially during the audit process. I am able to work successfully in a faced paced environment, demonstrate good judgement, possess critical thinking skills, and use the proper amount of risk. I am reliable, possess strong work ethics, diplomatic, and have a thirst for learning, which is why I have a love of continuous improvement and skilled at implementing ITIL & Lean/Six Sigma concepts. Additionally, I have coding skills in SQL, C#, html, CSS, and JavaScript, which allows me to better translate the customers needs into developers’ language. I love people and technology equally, which makes me an asset.

I would enjoy the opportunity to share more about my qualifications with you.

Sincerely,

Dawn Crutchfield Board

DAWN CRUTCHFIELD BOARD, ITIL V3

16160 S. 50th St, #217, Phoenix, AZ 85048 540-***-**** ad017q@r.postjobfree.com

PROJECT MANAGER BUSINESS ANALYSIS PRODUCT MANAGER

Detail-oriented and analytical professional with experience overseeing successful migration of implementations of on-prem and hosting environments. Lead teams to complete high-quality, value-added deliverables. Experienced with eliciting requirements for functional, enterprise and infrastructure projects including those for active directory, single sign-on, multi-factor authentication (MFA), storage, servers, cloud and more. Establishes project goals and track resource allocation and milestones to ensure timely delivery. Well-organized leader with experience training staff and ability to plan, schedule, and coordinate multiple concurrent initiatives. Technologically savvy senior project manager and business analysist with excellent problem-solving, communication, and people skills. Possess ITIL v3 certification and deep understanding of Agile/Waterfall/Scrum project management methodologies and Lean Six Sigma principles in a SDLC environment. Core competencies include:

Data Analysis Requirements Gathering/Management Risk Assessment and Mitigation Process Modeling/Design

Project Management Office (PMO) Creation Stakeholder Relationships Best Practice Implementation

Business Process & Policy Re-engineering Use Case/User Story Development Development of UAT Cases

Quality Assurance Mobile App Implementation Regression Testing Enterprise & Infrastructure implementation

PROFESSIONAL EXPERIENCE

University of Washington - Seattle, WA 7/2022 – present

Sr. Project Manager/Sr. Business Systems Analyst/ Technology Change Manager

Served on the University of Washington Financial Transformation (UWFT) Program that actualized one of the largest institutional changes the UW has seen in 50 years, ushering in a new, modern finance and supply chain infrastructure that will support the University into the future. Assisted the organization to better steward the state resources to improve capacity to deliver on our public mission of education, discovery, community service and patient care. Participated in a multi-year program effort to modernize the finance infrastructure, systematically retiring, remediating, and consolidating over 850 other side systems into our existing Workday platform. This included redesigning the University’s finance policies and processes and brought the HR and Finance information together across the institution, including UW Medicine, creating a single system of record.

Created detailed project plans and corresponding timelines of migration activities, managed project dependencies, scheduled and coordinated activities between retaining systems, retiring systems, and Workday customers, and other stakeholders, and ensured project activities were executed according to the agreed upon timeline.

Managed reports out weekly on migration project status, issues, and risks, and escalations issues to management as appropriate.

Assisted departments with remediation of systems, document project statues, and track issues & risks. Lead “Get to Green” efforts for system projects that were at risk of missing project milestone for Go Live.

Led project teams to define requirements or stories/sprints/backlogs and capture current to future state data mapping to Workday.

Identified potential risks and obstacles impeding units from completing deliverables for successful remediation of retired and retained systems for financial transactions, including process payroll for staff, professors, and student workers.

Analyzed requests for systems to be added to the FT Program inventory, facilitated disposition meeting, and served as an advocate in presenting the change request details to the Change Control Board (CCB).

Supported data architecture and translates to “big picture” view for implementation.

Managed the Tech Events Team and coordinated workshops for units participating in the UWFT Program.

Coordinated and tracks the SDS Retire activities for systems whose finance & payroll functionality is being replaced by Workday including developing and implementing the communication plan and conducting the general sessions.

Facilitated end-user work groups to document needs, capture questions, prioritize action items, and coordinate with UWFT partners to resolve remediation impediments.

Identified opportunities for efficiencies within the Technology Change Management (TCM) Team, and documents approved process improvements.

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College of Charleston - Charleston, SC 1/2022 – 6/2022

Sr. Business Consultant (Project Manager/Business Analyst)

Served as Sr. Project Manager for the implementation of several projects including, Finance & Payroll Travel & Expense to SAP Concur, legacy HRIS system to State required SCIES program, HR new hire manual process to People Admin onboarding system with integrations to Workday, campus-wide implementation of Tableau reporting, lease accounting for annual GASB-87 & GASB96.

Led request for referral (RFP) Process through implementation of a new grant tracking system.

Developed data mapping documents for several iterations of testing integration between Workday and the state’s SCEIS system for human resources payroll and job opening including, processing of COLA, merit increases, demotions, and leave of absences.

Served as the primary liaison and advocate between business stakeholders and relevant Information Technology (IT) teams at the College of Charleston.

Acted as primary contact to the functional units, communicate effectively and often on project status.

Set and managed goals and objectives of internal resources and vendors.

Ensured quality of deliverable to functional units, meeting, or exceeding expectations, as well as satisfying all project goals and due dates.

Used project specific change control management and risk management per PMO standards.

Managed the execution of all components of project plan, including ongoing risk assessment, coordination and management of all project deliverables and timeline, vendor/subcontractor coordination, budget control and project cost reporting.

Reported/escalated to management and leadership teams when the health of the project was red, with a “get to green” plan.

Coached and mentor junior business consultants.

Escalated project issues and risks as appropriate to management.

Set expectations with stakeholders on milestones, tasks, timing, and dependencies.

Provided weekly project status reporting to management and stakeholders and deliver timely project health and performance dashboards.

Document project-level business processes & lessons learned.

plain Green llc - Scottsdale, AZ 9/2021 – 5/2022

Sr. Technology Business Analyst/Acting PMO Manager

Supported a tribally chartered corporation, a sovereign nation of Chippewa Cree Tribe, in its economic development efforts in providing resources for immediate financial relief to its customers using their online platform. Employed best practices knowledge with business and data analysis, to streamline business processes, and guide projects to save money and increase profits. Captured business requirements and made implementation recommendations for tools such as Snowflake and running basic SQL programs.

Created BA Plan and Business Requirement Documents (BRDs) for application and infrastructure projects.

Elicited and documented functional, non-functional, transitional, and reporting requirements.

Managed small to medium sized projects and system upgrades.

Collaborated with technical team to design and integrate infrastructure solutions that align with business requirements, that included performance, security, and scalability.

Documented user stories with the acceptance criteria and trace back to business requirements.

Created Test Plans, test cases and scripts and hold Testing Kick-Off meetings.

Developed strong relationships with end users, IT teams, and senior management to ensure successful stakeholders engagement to produce strong infrastructure & functional requirements.

Led end user User Acceptance Testing (UAT) and conduct systems UAT and QA.

Created artifacts templates and implement best practices for the PMO.

Implemented change management practices to ensure longevity of a new application being used.

Designed data & infrastructure flow charts, and documented use cases and workflows to ensure project activities are within scope.

Created and executed system and application test plans.

Established and managed a change management process as it relates to systems and applications enhancements.

Effectively structured, coordinated and delivered projects within agreed upon timelines.

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Plain Green LLC continued……

Conducted regression testing on current and new products.

Planned, organized and facilitated launch of new software applications and business systems.

Developed training material and delivers training on software application and business systems as required.

Member of the Change Request Board, and updated/tracked the change management log.

Direct Care Innovations (DCI) Software - Mesa, AZ (remote) 3/2021– 9/2021

Business Analyst

Supported the organization that is in the healthcare technology industry that creates business management platforms for providers and government agencies in the markets of Medicaid, Medicare, private insurance and managed care markets, with requirement for agencies that use their proprietary software to keep real-time timesheets for healthcare providers that went into the homes of clients. Participated in the work to identify requirements, create training program which include translating into 11 different languages.

Managed and oversaw the development of new and the improvement of existing software applications and business systems.

Conducted scheduled aggression testing on vendor systems.

Worked closely with all stakeholders to discover, analyze and discuss business requirements, and translate these requirements to detailed technical specifications for development resources. Facilitates and manages the full development life cycle of each approved project.

Critically analyzed and evaluated information gathered from multiple sources and stakeholders, and works with the Technical team to develop functional specifications and system design specifications.

Defined and documented business processes and requirements for on-going system enhancement initiatives.

Identified opportunities and executed plans of action to increase user adoption/utilization rates.

Build and maintain a project schedule, timeline, and task list and works with Management to ensure resources and budget are managed and tracked.

PayPal, Inc. via Modis recruitment Agency – Chandler, AZ (remote) 8/2020 – 2/2021

Business Analyst (Contractor)

Support global human resources with development and support of improving processes and technology by leading and participating in calibrations sessions with team members, share actionable results, and follow through on received feedback, while establishing relationships and engage with key stakeholders across the PayPal enterprise.

Elicited requirements using interviews, document analysis, business process models, independent business analysis, and task and workflow analysis.

Documented requirements for specifications, infrastructure components, and business rules using natural language simply, clearly, unambiguously, and concisely. Represent requirements using alternative views, such as process models (diagrams), diagrams, or scenarios, where appropriate.

Decompose high-level business and user requirements into functional and non-functional requirements specifying an appropriate level of detail suitable for use by those who must base their work on the requirements.

Identified and documented business processes; define quality attributes, integration criteria to external interfaces, constraints, and other nonfunctional requirements.

Translate business requirements to System/Functional specifications, and pass them on to the technology (ETX) project manager.

Develop test plans and lead User Acceptance Testing (UAT) with UX/UI design.

Coordinate business validation to verify that a set of end-to-end business processes function as intended.

Created electronic forms and configured security policies in SilkRoad.

Manage requirements traceability information and track requirements status throughout the project.

Manage changes to baselined requirements through effective application of change control processes and tools.

Collaborate with vendors on strategy for future-state system enhancements.

Manage development tracker for system enhancements and production defects.

Assist development team with establishing dashboards aligned with KPIs, visualizations, & analytics.

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Technology Source (part-Time) - Scottsdale, AZ 6/2020 – 4/2023

Technology Advisor/Project Manager

Provided consultative technology assessments and served in an agnostic capacity to develop long-term relationships with clients to ensure their success and assist with identifying and implementing wholistic options of technology services. Design and execute strategies for client retention by proposing correct technology plans for functional and infrastructure needs, identifying vendors that meet the client’s needs, and assisted with the selection of the right IT service provider. Developed and provided industry best practices concepts to assist the client in reaching their organizational goals. Serve as project manager between the client and selected IT vendor.

Analyzed user needs and document requirements for their infrastructure and other Software as a Service (SaaS) applications.

Provided technical guidance to users and management for desktop support and local server systems.

Provided infrastructure, UCaaS, website design, telecom and network consulting.

Audited prospects technology infrastructure and advise where improvements can be made.

Conducted regression analysis and testing.

Assisted staff on the use of application systems software.

Served as CTO for start-up companies and offered the best IT solution and implement their network and infrastructure framework. Industries include crises management and real estate.

Determined new program application requirements.

Provided implementation of technology solutions.

Gathered and interpreted user/system requirements into design specifications for Software as a Service (SaaS) applications.

Assisted with capturing business, functional, and non-functional requirements, developing test cases, and implementation documentation.

Wells Fargo via Insight Global recruitment Agency – Chandler, AZ 10/2018 – 5/2020

Business Systems Consultant (Contractor)

Served as a consultant and SME to app and dev teams for defect remediation. Create, analyze, and assess business goals to ensure alignment with team efforts. Evaluate, test, and trace system specifications to requirements. Lead strategic planning projects and create metrics. Provided technical guidance and recommended efficiencies in team processes and procedures. Led teams in conducting data analysis and train to meet compliance goals and objectives.

Served on the Secure Development Operations team on special projects and established compliance policies and procedures.

Served as the Point of Contact (PoC) for the monitoring and implementation of the consequence model for defect remediation compliance dates.

Conducted comparison and gap analysis from reports exported from various systems of records and dashboards.

Created team processes and procedure documentation to provide as evidence of Business as Usual (BAU) for auditing.

Served as a team member to migrate documents form the team SharePoint site to Documentum.

Served on the “Past Due Defects” sub-team, following up on non-compliant defects as shown on the leadership tableau dashboard, system of record for static and dynamic applications, for change requests and submitting JIRA requests for triage activities.

Coordinated communications and tracking of vulnerability remediation statuses for a variety of application defect scans.

Created processes, business requirements documents (BRD), playbooks, and training documentation for application teams to follow.

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City of Roanoke – Roanoke, VA 07/2015 – 9/2018

Technology Business Analyst/IT Project Manager

Served as the only project manager & business analyst for all enterprise and infrastructure projects. Managed process improvement and strategic planning projects. Gathered business requirements from project sponsors and stakeholders; created project charters and plans and used SharePoint to establish project phases and milestones. Administered department records content management system; add new users, manage security, troubleshoot issues, and manage licensing. Developed business cases to determine project viability, ensure understanding of business goals and priorities, and measure success. Conducted high-level assessment of potential solutions, costs, and risks for storage and disaster recovery. Researched and recommended process and technology solutions to improve strategies and performance. Worked with the internal audit department to establish auditing metrics for the technology department, and assist with preparing the department for annual, scheduled and unscheduled audits.

Leveraged Agile and Lean Six Sigma methods to develop standard template for documentation of business processes, saving more than 100 hours per month.

Led the establishment of start-up PMO office in the organization using ISO 2000, ISACA (Technology Audit), and ITIL framework and created service level agreement (SLA) policy to track metrics against. Evaluated and implemented a cloud-based portfolio management software.

Identified HRIS solutions for applicant tracking, performance management, and training & development. Created functional/non-functional requirements for procurement RFP and identified vendor that met 95% of requirements, leading to reduction in debugging time, overtime, and duplicated efforts.

Served as project manager for $276,000 community development application project, TRAKiT. Created project plan, tracked test cases, and trained users on web-based database that provided easier access to users, streamlined numerous processes, and saved time. Established policies and configured security groups.

Managed and configured security policies on a cloud server for enterprise records management system.

Led project team transitioning enterprise email and intranet of off on-prem IBM server to cloud based Office365 and SharePoint.

Served as a liaison between departments and technology areas by planning, conducting, and directing the analysis of the complex, strategic, organization-wide business problems to be solved with automated systems.

Monitored software release deployment and coordinate communication.

Led vendor management discussions for systems enhancement after “Go Live”.

Added and deleted users and their SSO’s from the enterprise email system and configured system policy.

Greater Roanoke Transit Company (GRTC) – Director of Human Resources (HR Business Consultant) 3/2014 – 7/2015

Provided consultative services to identify, analyze, and improve the different company programs for and organization with 140 employees. Served as a strategic business partner, coach, and advisor to leadership across all departments. Delivered continuous improvement across policies, systems, and processes. Led major upgrade to the organization’s Financial/HRIS infrastructure. Worked with the customer of the shelf (COTS) vendor to add new HR features and user interface. Conducted initial interviews with the General Manager and Finance Manager. Developed the project plan, captured requirements with stakeholders, worked with the vendor’s developers, and conducted UAT. The outcome was a successfully implementation upgraded version of the Payroll/HRIS system within the project timeline.

Conducted focus groups with leadership and staff to identify problems and opportunities with the budgeting process.

Analyzed the financial enterprise system being used, elicited requirements, and implemented the new process, systems capabilities, and configured security policies.

Assisted the Director of Finance with preparing for internal and federal audits conducted by KPMG and the Department of Transportation.

Served as a liaison between the General Manager and auditors to track audit requests and provide timely responses.

Validated and traced the requirements, obtained user acceptance of the recommended “To Be” process, created test cases and ultimately implemented the new process and use of the financial system. The outcome was that I

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Greater Roanoke Transit Company…..continued

was able to save the company over $2000 in a new budgeting process.

Researched and analyzed the health and medical programs in the industry and compared to the rates offered by the current health providers for employees, held focus groups to elicit requirements from all levels of staff; served as a voting member of the during the procurement process.

Implemented the technology needed for employee benefits enrollment and trained staff on the user interface. The outcome is that we procured better and cheaper health and medical providers and added services to the employees with no additional cost to the company.

City of Roanoke – Roanoke, VA 02/2012 – 04/2014

Human Resources Analyst

Conducted needs analysis and developed program strategies. Partnered with technology department to develop technology solutions for identified needs. Prepared cost/benefit analyses; researched, analyzed, and prepared statistical reports to increase the pool of qualified diverse applicants and health & medical benefits. Analyzed data and ran ad-hoc reports.

EDUCATION AND CERTIFICATIONS

Master of Science in Human Resources Management, Troy State University, Atlanta, GA

Obtained PHR 2001 - 2008

Bachelor of Arts in Organizational Communication, Kennesaw State University, Kennesaw, GA

PMP (in progress)

oCompleted PMP Prep Boot Camp 12/22/22; Completed PMP Prep Course 2014

oCandidate for PMP as of 12/23/22 (will take exam in December 2023)

ITIL v3 Certification, Global Knowledge, ITIL4 (certificate of completion)

Lean Six Sigma Practitioner Certification – equivalent to a Yellow Belt

Certificate in Business Analysis Essentials (formal training)

TECHNICAL SKILLS

Software: Advanced MS Word and Excel (including Pivot Tables, Slicers, Graphs, Analyze Data feature), PowerPoint; Proficient in MS Project, SharePoint, Publisher, Visio, Smartsheets

HRIS/Finance: Workday, SAP Concur, People Admin, iSupport (helpdesk tickets), Lawson & Great Plains (financial system), PeopleSoft, SilkRoad

Databases: MS Access, Tableau

Programming Languages: C#, SQL, JavaScript

Methodologies: SDLC, Waterfall, Agile, ITIL

PM/Ticketing Software: JIRA, Pac2000, Service Desk Plus

Web Programming: HTML5, CSS, Ruby on the Rail, GitHub, WordPress, Internet Explorer, Chrome

Other Applications: Laserfiche, Power BI, StoryLine (for creating CBTs), Confluence, MS PowerBI

PROFESSIONAL AFFILIATIONS

Project Management Institute (PMI) National & local member 4/2022 - present, 7/2015 – 12/2017

International Institute of Business Analysis (IIBA) 4/2022 - present, 08/2017 - present

Charter Member/President, International Institute of Business Analysis (IIBA), SW Virginia Chapter 08/2017 – 9/2018

Vice President of Professional Development, IIBA, Central Virginia Chapter 03/2016 – 9/2018

Lean Six Sigma Steering Committee in local government, charter member 4/2016 – 9/2018

Society of Human Resources (SHRM) member (National & Local) 8/1998 – 2/2014

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