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Customer Service Sales

Shingle Springs, CA
January 08, 2020

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Business Analyst

Solution-oriented business analyst talented in business team communication and front-line technology

Repeated success is a performance-driven business analyst leader with equal expertise in business value and cutting-edge technology. He has architected, assessed and developed led best practices in Business Analysis services, including aligning strategy, developing Business Requirements and Technical Requirements (BRD/TRD), governance team guidance, key performance indicators (KPI), service levels, current capabilities, user stories, business process evaluation, and mapping, coding standards, existing technical environment gap analysis, cost effectiveness, outliers, risk management, security standards, root cause analysis, data analysis, and data management and quality. Highly versed in knowledge transfer.

Highlights of Expertise

Strategic Vision Validation and Documentation

Change Management / Workflow Development

Business Process Engineering / Re-engineering

Vendor & Supplier Relationship Management

Contract Development / Negotiations

Full Life Cycle Project Management / SDLC

Key Stakeholder Management

Organization-wide Business Analysis

Requirement Gap Analysis (As-Is and To-Be)

Problem Solving and Critical Thinking

Business & Technical Requirements

Business Operations Alignment and Management

Logical & Physical Data Models

Career Experience

Sabbatical, Sacramento, California (08/2018 to 11/2019)

Delegata, Sacramento, California (12/2013 to 08/2018)

Consulted on strategic business alignment and technology for multi-billion State agencies’ information technology teams using Business Analysis Body of Knowledge (BABOK), Project Management Body of Knowledge (PMBOK) and State standards.


Led and performed a complete assessment of Business Analytics capabilities and created a three-year IT Business Analytics environment enhancement roadmap for a large California department. Elicited and ratified the analytics requirements of multiple Business Units and the service delivery strategy and assessment of IT capabilities. Centered on Business Unit and IT strategic development, governance, elicitation, facilitation, business requirements, governance team guidance, service levels, current capabilities, Requirements Traceability Matrix (RTM), JAD sessions, business scenarios, analysis of business processes (both As Is and To Be), technical environment as-is/to-be analysis, business operations, sequence flows, outliers, workflow, data management and quality, alternative analysis, improvement opportunities, and big-data options.

Maximized cloud security by aligning complex SaaS State mandates for a statewide application development and deployment. Extensive business analysis, data governance strategy, gap analysis and research, building and testing the security framework. Effected FedRAMP compliance following analysis of Federal and State standards including NIST, CFR 42/45, SIMM/SAM. Developed numerous information security policy and process standards. Directed SaaS vendor and AWS to implement security and coding standards improvement. Minimized compliance failures with robust IV&V testing, reporting results to the Information Security Office and Business Unit for a large state agency.

Developed IV&V test plans to support State-wide cloud-based system implementation. Performed IV&V, test plans, research, risk management and root cause analysis. Worked with vendor and State IV&V teams to validate scope based functional and technical requirements, traceability matrix, release management and acceptance criteria.

Guided modernization and service-level enhancement project spanning multiple facets of information systems of an Enterprise Content Management (ECM) initiative for a $3.2B California department. Piloted comprehensive workflow-based ECM in a complex business environment successfully testing its efficacy and viability. Created a Project Approval Lifecycle (PAL) Feasibility Study through elucidation, facilitation, negotiation and documentation of business use cases, and many other BA artifacts.

Analyzed all aspects of internal development and support producing effective insourcing and support model for SaaS solution for the CIO in charge of a large state agency.

Ewing Consulting, Sacramento, California (01/2009 to 12/2013)

Extended consulting expertise to several large world-wide healthcare and finance firms of 500-1000 employees.


Robust healthcare insurance analytics collaborative business requirements gathering, data warehouse documentation and report development that guided a team-based environment to be more versatile and nimbler. Performed Business Analysis and elicitation, negotiation and arbitration to determine and set priorities and targets, that included product sales and marketing efficacy, product conversion, and website analytics models.

Business analysis and documentation that facilitated data management transformation for loan data management software on time and within budget driving need for substantial data analysis, cleansing, and reconciliation.

BlueRoads Corporation, San Mateo, California (02/2008 to 11/2009)

Strategic business and process analysis and project management for global SaaS implementations.


Successfully implemented SaaS Channel Customer Resource Management (CRM) for international clients. Developed company and client stakeholder collaboration through providing Business Analysis, documentation development/management and Project Management of the implementation.

Unified Sales and Channel Sales organizations through major collaborative business process engineering, re-engineering and training/mentoring.

Prepared company for the future through product refactoring, framework and coding standards, integration design, project management and testing methodologies/plans using Agile SDLC practices. Performed Project Vision alignment. Built Business and Technical Requirements Documents, Communications Plan, Work Package roadmaps, process alignment/engineering, team building, resource management, vendor management, program metrics management, business and technical requirements and reporting.

Tumbleweed Communications, Redwood City, California (02/2006 to 11/2007)

Overhauled and revamped IT services delivery involving full department restructuring, and business analysis.


Architected and completed “turnaround” of corporate IT organization while instilling a collaborative and metrics driven spirit. Team unification yielded savings of 150% increase of services performed at 80% of the projected cost.

Significantly improved services delivery though implementation ITIL and ITSM functional methodologies following a full review of client requirements, services and operations driving improved IT services across the organization.

Business Analysis including elucidation, facilitation, negotiation of strategic projects.

Drove increased revenue by the development of full .NET based e-commerce system.

Business analysis and project management for corporate-wide implementation of

Drove operational improvements through the implementation of Business Analysis and Enterprise Content Management.

Streamlined Business Analysis through effective documentation artifacts of Joint Application Review / Joint Application Development (JAR/JAD), gap analysis, use cases, user stories, data models, Requirements Traceability Matrix (RTM), iterative and alternative model development / implementation methodology. Results included significant improvements in Finance / Accounting, Human Resources, Marketing, Sales/CRM and Sales Operations, and Customer Service Operations.

Slashed IT budget by reducing number of applications from 108 to 40 in one year.

Brio Software / Hyperion Solutions, Santa Clara, California (03/2000-11/2005)

Shepherded multiple teams of talented project managers, business analysts and development professionals. Instilled an entrepreneurial drive across departments steering multiple enterprise-wide business-analysis-heavy IT projects.


Researched, architected and saved $2.3M IT services through “change of course” of corporate Information Technology organization. Encouraged, supervised and managed multiple teams of highly experienced project management, business analysis and technical staff. Instilled entrepreneurial spirit and evidence-based decision-making culture.

Implemented ITIL / ITSM style policies and procedures to deliver effective IT services.

Grew alignment between IT and key-stakeholder departments including Executive Management, Finance, HR, Marketing, Sales, Customer Service and Development.

Architected through Business Analysis, design and project management of Business Analytics environment supporting global Business Intelligence/Analytics (BI/BA) project for Sales, Marketing and Customer Service. Realized “Self Service” ad-hoc reporting environment.

Led Global Systems Integration Program utilizing detailed business analysis and process development and management, JAR/JAD, gap analysis, and iterative implementation methodologies.

Architected through Business Analysis and Project Management for implementation for Merger and Acquisition (M&A) Global Systems Integration program. Managed and achieved stakeholder alignment. Developed highly documented iterative implementation methodology through Business Analysis, JAD, gap analysis, elucidation, facilitation, negotiation, business process re-engineering and systems integration models. Results included significant alignments and improvements in Finance / Accounting, Human Resources, Marketing, Sales/CRM and Sales Operations, and Customer Service Operations.

Saved $2 internally implementing Business Intelligence, ERP/Finance and Siebel Sales and Marketing global systems using Agile and SDLC processes.

Eliminated waste through operational analyses yielding between $15-18M cost savings.

Trainings & Credentials

Professional Development:

Certified Business Analyst Professional (CBAP) in progress

The Open Group Architecture Framework (TOGAF) – in progress


Sacramento City College

University of Phoenix

Technical Experience

Database management (MS SQL Server and Manager, Oracle 11-12 Database), data modelers (Erwin Data Modeler, SQL Development, SQL Developer, Oracle SQL Data Modeler, MS Visio), AWS, Business Intelligence environments (Oracle OBIEE, MS SSRS, SAS Enterprise, SAP Business Objects, PowerPivot), Jira, Tableau, EA/BPMN/UML Modeling (Modelio), IDE (Visual Studio/.NET Framework, Eclipse), Microsoft Office Suite, SaaS design and operation, data management, governance and security.

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