Thomas H. Lee

**** ****** **., *****, ** ***** Phone: 973-***-**** ad3xph@r.postjobfree.com

PROFILE

Experienced IT professional with significant roles at consulting firms with project management and CRM application development using both waterfall and Agile methodologies. With over 15 years in the communications and high-tech industries, I am a team leader who can also work independently to achieve results and consistently meet client expectations in constantly changing work environments.

TECHNICAL SUMMARY

Programming Languages:

HTML, SQL, XML, JSON, REST APIs, SOAP, WSDL

Databases:

MS Access, Oracle, ElasticSearch, SQL, PostgreSQL, MongoDB

CRM Billing:

Telegence, Ericsson Reseller Care

Services & Tools:

MS Visio, Oracle E-Suite Applications, JIRA, Confluence, ServiceNow, Twilio Flex, Power BI

PROFESSIONAL EXPERIENCE

SEQUENTIAL TECHNOLOGIES, Dallas, TX 2022 – December 2023

Senior Technical Analyst

Worked on a team assessing transactions from MVNO partners in the wireless activation and telephone number porting flows for failure reasons. Assisted with monthly presentations (MBR) using MS PowerBI to review trends of work activities and failure reasons. Used ServiceNow to track and analyze issues logged by MVNO partners through their portal.

SEQUENTIAL TECHNOLOGIES, Dallas, TX 2018 – 2022

Senior Business Analyst

Divestiture from Synchronoss Technologies; working in a similar role with focus on B2B and B2C sales of products and services for AT&T. Responsible for the eCommerce site (WLP) using API integration of partner and vendor calls to check customer serviceability, credit checks, through to order placement. Coordinated the launch of several partners with wireless products using our middleware, simplifying the partner integration period, reducing time to launch, saving partners’ costs.

SYNCHRONOSS TECHNOLOGIES, Bridgewater, NJ and Dallas, TX September 2010 – 2017

Business Analyst

Liaison between business and developers, working with a team of on-shore and off-shore developers designing software using XML/JSON APIs to facilitate partner transactions with AT&T to sell wireline, U-verse, and DIRECTV products.

AJILON, Paramus, NJ 2009 – 2010

Business Analyst

Instrumental as a liaison between business and developers, working with a team of off-shore resources to coordinate the development of several projects and on-going production maintenance of Human Resources Information Management System. Led requirements gathering sessions, testing efforts, and issue tracking and reporting to keep projects on schedule.

Solicited requirements from business to design the first complete (inbound and outbound) data feed for Ajility (staffing software used at Ajilon). Coordinating the inbound feed to obtain a listing of valid bank routing numbers, this data is used to check the routing numbers entered for candidates before placed on assignments to ensure proper data is recorded for payroll transactions. The outbound feed for this data is coordinated through BNY Mellon using the standard NACHA format (for electronic banking transactions).

Wrote functional requirements documents for off-shore development team to code per business requirements.

Responsible for the end-to-end requirements gathering, design, and testing of developed software (by off-shore vendors), assisting in user training sessions, and coordination of deployment of upgraded functionality to production.

ACCENTURE, Florham Park, NJ 2003 – 2009

Consultant - CRM Billing Practice (2006 – 2009)

Played key role on various project teams focused on delivering technology-based solutions to clients’ CRM billing problems/opportunities. Engagements ranged from one to 18 months duration; key achievements include:

AT&T (IVR Analysis) October 2008

Business Analyst

Presented findings of IVR analysis of call records and call routing by new IVR system to resolve dispute of call type treatment to management team.

Presented anticipated call volumes through remainder of the year such that proper call center staffing could be provided to enhance the customer experience through the IVR.

MetroPCS (Verisign to Amdocs Conversion) May 2008 – July 2008

Solutions Architect

Studied business impact from proposed changes in the design of billing system conversion.

Met often with business managers to ensure that areas of business retained same functionality in new system in areas such as invoice payment, customer treatment, and bill and customer data inquiries.

Verizon January 2008 – April 2008

Business Analyst

Worked directly with Director of Product Development and Management to forecast trends in consumer subscription behavior for DSL product.

Reported findings of statistical analysis based on historical data of DSL service subscribers.

Forecast promotional effects to spur demand for DSL product.

Sprint-Nextel (Unified Billing Platform) August 2007 – December 2007

Business Analyst

Represented the Director of Customer Management in managing requirements for vendor to design enhancements of the Customer Service Management software used by all call center representatives.

Assisted in post go-live deployment support for software at call center and solicited end-user feedback from agents.

Championed the DirectConnect on Sprint (DCS) implementation built into customer service agent software.

AT&T Mobility March 2006 – July 2007

Business Analyst

Held central role on project teams delivering technology-based solutions to client’s CRM billing support system:

Led test team in conversion efforts for base of over 50 million customers, allowing Cingular Wireless to retire systems and affect minimal customer impact on aggressive timeline with 9 conversions over 15 months.

Organized UAT sessions for business managers to ensure seamless conversions between billing systems.

Ricoh USA January 2005 – February 2006

Business Analyst

Worked on the Oracle - Order Management module team, responsible for creating orders and configurable Bill of Materials.

Assisted in application testing effort for Ricoh’s conversion from RBAS to Oracle for all functions such as supply chain, finance, and order management. Testing included assembly, integration, end-to-end, and regression testing efforts of these Oracle application modules.

Served as both as an application tester and issue manager, tracking the status of development fixes for issues discovered by the business testing teams.

Verizon January 2004 – December 2004

Business Analyst

Managed issues for the systems integration of customer representative's ordering and billing systems through the deployment of the FTTP service, FiOS.

Responsible for tracking issues as releases were implemented to production, and working with the development teams to see that the problem was addressed by software fixes.

VERIZON, New York, NY 2000 – 2002

Enterprise Field Manager

Led team of 22 union technicians for ISDN and phone service in various districts of Manhattan, New York while implementing daily strategies for team members.

EDUCATION

Carnegie Mellon University, Masters in Information Systems and Management 2003

New York University, Certificate Program in Database Management 2002

Cornell University, B.S. in Business Management and Marketing 1999

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