Lisa Bonner

Phoenix, Arizona *****

M: 480-***-**** ad341s@r.postjobfree.com www.linkedin.com/in/lisa-bonner-57a237133

Professional Summary:

• Envision and strategize the outcome of an opportunity, problem, technology and value; create the action plan; lead requirement analysis; process design/redesign, execute, track and manage the activities and fulfill the goals set by the business

• Lead communication engagement between stakeholders, business units, vendors and IT or management team

• Lead the business in designing process, software integrations and/or interfaces

Technical Capabilities:

• Databases: Oracle–JD Edwards Edition and Customer Care & Billing, PM Web, SF/RemedyForce

• Google Suite/ERP

• BI and Data Analytics: MS Excel - Intermediate for and ad hoc reports; PowerBI and Tableau for data integrity audits, reporting and modifying dashboards; SQL scripting for queries and reporting

• AI for Business Analysis

• Collaboration Tools: MS SharePoint Online, Confluence

Niche Competencies:

• Communication Plan Design

• BI Analytical Reporting

• Requirement Analysis within Project Management Framework

• Knowledge Base Repository File Management System Design

• Business Playbook

• Process Redesign and Workflow design with AI Tools (Prompt Generation and Research)

• Application Catalog and Standard Operation Procedure Documents Design

• Customer engagement and training

Professional Experience:

Viva USA-IT

April 2022-April 2023

Contract Site 1: State of Arizona; Dept of Transportation/TSMO-ITG

Business Analyst

Project Initiative: Triage software exception and business process requests to ensure in compliance government agency's IT governance standards, and subsequently complete BRD for approval/denial by the ITG Risk Committee (Oversees the client's system environment)

Tools: LucidChart, Confluence, Salesforce (RemedyForce), Google Workspace Apps

BA Techniques: Requirement Analysis, Gap Analysis, Stakeholder Management, RACI Matrix, User Stories, Business Process Modeling

My responsibilities-

• Identify the project's problem statement or technical issue and strategize solution

• Lead elicitation meetings/workshops with stakeholders, developers, SME(s), vendors, and business units

• Lead deliverables efforts during each phase and hand-off. Which included but not limited to:

• Stakeholder management resources

• Gather functional and nonfunctional requirements for Business Requirement Document

• Standard of work, communication plan with elevant communication templates

• Business process modeling, and software integration and/or interface diagram

Contract Site 2: City of Phoenix; Water Services Dept. Phoenix, AZ

Lead Business Systems Analyst - Operations

Project Initiative: Retire current Help and Manual website repository by migrating its knowledge base into the new SharePoint environment

Tools: Oracle CC&B, SF-Remedyforce, MS O365 Suite/SharePoint online

BA Techniques: SWOT Analysis, Gap Analysis, Requirement Analysis, Business Process Modeling, Stakeholder Management

My responsibilities-

• Supported developer’s implementation by collaborating with the LBSA team in designing the data migration plan to transfer Oracle CC&B knowledge base to SharePoint list

• Lead the documentation creation of: Scope of Work, Project Charter, Requirement Specifications, Case Story and managed ticketing process for IT team

• Lead and managed resource efforts by: Training workshops, creation of step-by-step procedural materials, conducting staff training sessions.

• Supported presentation and demonstration of solution to Stakeholders

CBRE/ GWS Project Management Office

(JPMorgan Chase Account) Phoenix, AZ

January 2017 - January 2022

Business Operations Analyst

Objective: Support CBRE as the Supplier of goods and services by implementing procedures and tasks aimed at maximizing business performance and operational efficiency while adhering to the governance, ethical and environmental regulations as outlined in their client’s playbook.

Tools: Oracle-JD Edwards edition, MS O365, Tableau, SharePoint, PM-Web

BA Techniques: Gap Analysis, Brainstorming Strategy, Reporting Analysis, Stakeholder Management

My responsibilities-

• Possessed extensive knowledge of compliance laws and regulations pertaining to misconduct, money laundering, antitrust laws, and other forms of non-compliance in a banking environment.

• Lead cross functional team efforts by between Client and CBRE PMO team to provide gain approvals, outline risk management strategies, provide projects' status and monthly projections

• Provided succinct overview of project performance and impediments via data analytical reporting and visualization

• Monitored KPIs to ensure that processes, pipelines, deliverables and tooling meet the intended goal of outcome as outlined in the Supplier's SLA

• Worked with Project Managers, Vendors and Stakeholders to identify, understand and meet projects' milestones, deliverables, gain approvals and closure within the KPI timeline

Act One Foundation, Phoenix, AZ

May 2016 - August 2016

Business Analyst – Intern

Solution: Utilize the Salesforce platform as a solution to automate the field trip planning process. As a small nonprofit organization with a team of four members, it relies heavily on the support of volunteers to accomplish most business tasks, and funding through community partnerships, donor gifts and charitable trust foundation

BA Techniques: Gap Analysis, Research and User Stories, Business Process Modeling

Tools: Salesforce-Non-Profit Starter Pack, Lucid chart, MS Word

My responsibilities-

• Lead the cross functional teams to strategize, plan, and execute the solution to automate the field trip planning process

• Planned strategy to help the team understand the technology functionality, the required steps to flow through the AS IS and TO BE processes, and identify the value Salesforce would bring to various steps in the field trip planning process

State of Arizona, DES-DCSS/CSU 966C2 - Phoenix, AZ

September 2013 – May 2016

Child Support Officer II

Objective: Serve as Subject Matter Expert (SME) of child support policy, procedures and Social Security Title IV-D Act and subsequent amendments

Transferrable methods: Research Analysis, Gap Analysis, Elicitation, Requirements Gathering

My responsibilities-

• Side-by-Side customer service trainer to new hires on proper phone etiquette, protocols, and best practices within call center setting

• Liaison for DCSS’ clients, thereby used varied elicitation techniques to determine best approach to resolve concerns, or appropriately referred clients to caseworkers and/or specialized enforcement teams for resolution

• Served as SME for DCSS Staff Exchange Project and provided management with documentation of customer service procedures at Phoenix local DCSS sites for the purpose of enhancing call center customer service training

Education & Certification:

Bryant and Stratton College - Milwaukee, Wisconsin

Associates of Science Degree in Medical Office Administration

CBRE Professional Development Platform_10-month Project Management I Certificate

Universal Class (IACET Accreditation) - Sql Certificate

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