BUSINESS PROCESS ANALYST/ENGINEER
Expertise in process engineering, and quality improvement increasing business efficiency, reducing costs while improving business performance and increasing customer satisfaction in medium and large companies using Lean Six Sigma. Results-driven, efficiency-conscious Business Process Improvement Professional, with extensive experience in business analysis, BPM, business process engineering, lean methodologies, business process design, business systems implementation, IT Service Management, project management, and employee development. Skilled in planning, administering, coordinating, and executing successful process improvement programs, with a track record of improving operational and business performance. Exceptional relationship builder and negotiator, successfully presenting and selling strategic plans and programs to executive-level decision-makers. Collaborate with senior stakeholders to effectively prioritize activities and achieve defined objectives, translating business requirements into operational solutions and process improvements to achieve corporate performance goals and targets. Solve complex, multidisciplinary business problems with long-term solutions. Multi-industry background encompasses business, banking, finance and mortgage, IT enterprise systems, software development, Agile tools, digital transformation, Robotic Process Automation (RPA), Information Security, ITIL, telecommunications, manufacturing, materials and logistics, and the deregulated utility space.
Areas of Expertise
Process Analysis and Improvement
Robotic Process Automation (RPA)
Business Process Management
Lean Six Sigma Methodologies
Root Cause Analysis
IT Service Management (ITSM)
MUFG Union Bank – Rose International, Remote Telecommute May 2019 – June 2019
Sr Business Process Specialist – Quality Center of Excellence (Short Term Contract)
Review, develop, and enhance processes and systems used to manage and control risk in the Governance, Risk Management, and Control (GRC) organization.
Use facilitation and process expertise to define current GRC process flows for Business Continuity Planning, Crisis and Critical Incident Management, Third Party Risk Management, and Disaster Recovery to establish a baseline for current state processes, metrics, and controls for future improvements.
Process flows are used to evaluate control assessments to determine the existence of gaps of Control Objectives and where controls are implemented within the process for RCSA, PSRA, TPRM, M&A.
Define and document GRC processes for program level processes and Agile development.
Review Level 1 and Level 2 risk and control taxonomies for effectiveness and adequacy of controls to address operational, processes, data, and technology risk resulting in taxonomy and policy updates.
Use Risk Taxonomy to review and assess whether the current risk model is robust, and controls are efficient and effective. I evaluated the First, Second, and Third Lines of Defense for the adequacy of controls for risk management, monitoring, mitigation, and oversight for new and emerging risks in support of the risk model.
McKesson – Randstad Technologies, Irving/Las Colinas, TX Oct 2018 – May 2019
Business Process Analyst, Robotic Process Automation
Perform business and process analysis, define business requirements, develop process flows, and associated process documentation for process automation using Automation Anywhere in the healthcare domain.
Analyze and identify process improvement opportunities and partner with key stakeholders to define the process scope and ensure alignment with strategic priorities using Business Process Management, and Six Sigma tools where applicable.
Use facilitation skills to interview SMEs in working sessions with clients and business SMEs to probe for detailed step by step business requirements to create a Process Definition/Design Document (PDD) for use by the RPA Developer to create the Solution Design Document (SDD) for the process, and defining how the business systems function and interact with humans.
Define and document exception handing scenarios and process metrics such as volumes, SLAs, and cycle times to monitor improvement after implementation.
Investigate process improvement opportunities of current state processes to optimize system capabilities, and streamline the means to access and process data in the most efficient manner for automation.
Develop understanding and insight into the end to end processes while identifying automation blockers, challenges, and the suitability of the process for automation.
Work closely with the SMEs and development team to ensure process, and business requirements are accurately mapped and suitable for development and implementation of metrics, business monitoring and control methodologies for regulatory compliance, policies, business standards, and best practices.
Support the implementation team and RPA developers throughout the development and automation lifecycle. Provide support for Proof of Concepts (POC), project implementation, systems support, and post-implementation change and release management.
Bayview Asset Management - Insight Global, Hurst, TX Apr 2018 - Jul 2018
Business Process Analyst, Robotic Process Automation
Work with LOB SMEs, process owners, and cross-functional teams to identify opportunities to implement Robotic Process Automation using UiPath automation tool in an Asset Management firm focused on mortgage-related assets and processing.
Develop Process Design Documents (PDD/Use Case) and Keystroke Documents to capture business and process requirements for automation development team based on current and future state process flows using Visio for processes being implemented using UiPath automation tool.
Define new processes based on interviews and working sessions that address specific issues identified by the business saving time and money.
KPMG - IRIS Software, Dallas, TX Aug 2017 - Dec 2017
RPA PROCESS ANALYST, DIGITAL LABOR CONSULTANT
•Collaborate with business clients to analyze and define current state processes and evaluate for potential automation projects and digital transformation using Robotic Process Automation (RPA) for Human Resources, Finance, and Accounting to improve operational efficiency and accuracy for business transactions.
•Documented and evaluated current state processes for automation, developing process flows (current and future state), Business Cases, Use Cases, and User Stories utilizing modified Agile techniques to define requirements for robotic automation with Automation Anywhere.
•Define business requirements and future state processes. Provide engineering support and serve as Business Liaison for all client, engineering, and automation working with onshore and offshore RPA developers.
•Support Automation Engineers and guide in the development of process alternatives while interfacing with IT and business groups to resolve technical issues.
•Manage changes and releases for Test, QA, and Production releases for initial deployment, change management, and updates. Provide post-production support for future changes and upgrades.
JP MORGAN CHASE - INSIGHT GLOBAL - Dallas, TX Nov 2016 - Mar 2017
TECHNOLOGY RISK CONSULTANT
Perform comprehensive security assessments as part of Technology Operational Risk Oversight organization, with responsibility for identifying and resolving control issues.
Perform Risk Control Self Assessments (RCSA) for Inherent, Operational, Application Risk Assessments (ARA), and Control Self Assessments (CSA) for associated IT and LOB processes to ensure adherence to JP Morgan Chase policies, standards, and procedures resulting in improved security posture and compliance.
Perform independent testing for proactive evaluation and analysis of the risk profile and control environment within the various functions of the lines of business.
Perform Independent Challenge Assessments (ICA) to validate artifacts and supporting evidence meet assessment criteria driven by risk control procedures.
Review business processes and develop solutions to address compliance and risk issues based on process deficiencies.
WELLS FARGO - Artech - Dallas, TX May 2016 - Aug 2016
BUSINESS PROCESS CONSULTANT
Support various Governance, Risk, Compliance, Information Security, and IT groups to develop business processes that enhance the overall Risk and Governance Model for the enterprise.
Facilitated the gathering of process requirements and developed processes and strategies that address identified risks and root causes with the appropriate tool and process modifications.
Succeeded in resolving process gaps in global information security, IAM, to bring processes in compliance with industry best practices, policies, standards, and regulatory requirements.
SANTANDER CONSUMER USA - Dallas, TX Sept 2014 - Mar 2016
PROCESS ENGINEERING MANAGER
Spearheaded the formation and leadership of a dedicated team of IT Process Engineers (PE) and Technical Writers (onshore and offshore) for IT and LOB support. Created and presented Visio process flows of E2E systems, process, and presentations to executive and user communities. Developed process models using ARIS for IT, business, technology, and systems interfaces.
Led the team in definition, development, and implementation of strategies to promote Business Process Management (BPM) across the enterprise, and implement process improvement initiatives, in addition to developing policies to drive business and process maturity.
Guided process engineering activities in support of IT Service Management (ITSM), PMO, HR, onboarding and offboarding processes (E2E links to IT, InfoSec, provisioning, de-provisioning, IAM, IGA, risk controls, etc.), and business processes used for systems, software and E2E process development with Workday.
Managed process engineering activities in support of business processes designed for BA, SDLC, IT, and LOB process development as well as customer-facing, back office, vendor, and third-party business processes.
Define process quality issues, measure current process performance, analyze root cause defects, and develop targeted process improvement opportunities with process owners/business leaders
Serve as a liaison, SME, and point of contact for the projects to Legal, Enterprise Compliance, Business Units, HR, Integration/Infrastructure, Architecture, and PMO, providing information regarding the project and process.
Develop and implemented process solutions to address risk, compliance, and information security issues within the IT space driven by audit and compliance. Created E2E solutions that support robust business and process solutions using Kaizen and optimizing the use of appropriate tools and technology to drive the ultimate solutions.
Produced E2E solutions that created robust business and cross-functional process solutions and optimized use of appropriate IT, business tools, and technology.
CITIGROUP – Telecommute, Irving, TX June 2012 - Sept 2014
BUSINESS PROCESS RE-ENGINEERING, GLOBAL OPERATIONS, AND TECHNOLOGY
Developed processes used for management of the IT Portfolios, Programs and Projects using Oracle Primavera Portfolio Management (OPPM) from idea inception, goal alignment, prioritization and funding through execution at the executive and business level.
Optimized implementation of process engineering tools, methods, and practices to increase process performance for Operations, IT, and Technology organization to increase efficiency and effectiveness of the SDLC Cycle.
Developed Process Engineering strategies to enhance targeted business areas and facilitate process improvement efforts to move to common processes globally and increase code use and deployment.
Developed Process and Maturity models (Prince II) to increase organizational and process maturity. Organizational and process maturity was used as the basis for increasing business and customer value.
Process engineering model includes elements of Lean Six Sigma, CMM, and adopted principles of the Prince 2 Maturity Model (P2MM) Self-Assessment which was adopted to assess and promote best practices for both process and organizational maturity as well as project management capabilities and resource management.
Developed a data dictionary for over 4K data elements that defined, data description, data sources, data formats, data mapping to systems, data quality and integrity requirements. This reduced duplication of data by 60%.
BANK of AMERICA CORPORATION - TEKsystems - Dallas, TX May 2011 to June 2012
IDENTITY AND ACCESS MANAGEMENT BUSINESS PROCESS ANALYST - Consultant
Collaborated with IT management teams and SMEs to define business and process requirements used to identify potential gaps, manage, control, remediate, and mitigate IT security risk.
Developed and documented processes to support the provisioning and de-provisioning of entitlements and assessment tools in support of IT security standards and policies for various systems and platforms.
Develop business processes to promote security compliance using developed software tools, solutions, and applications. I have modeled and mapped IAM process interfaces for LOB and IT interactions using ARIS for security compliance and process reviews.
Improve, document, and re-engineer existing business processes used to support the IT Enterprise and LOB applications using group facilitation, process improvement methodologies, and collaboration techniques.
BANK of AMERICA CORPORATION - TEKsystems - Dallas, TX Feb 2011 to May 2011
ACCESS AND AUTHENTICATION SECURITY ANALYST - Consultant
Worked closely with risk partners and the lines of business to develop and implement remediation plans for identified IT security issues including controls, IAM, authentication, information security risks, and gaps.
Conducted interviews with key contacts and SMEs to assess compliance with IT security standards.
Reviewed business applications owned by LOB for compliance to BOA IT Security Standards and best practices.
BANK of AMERICA CORPORATION - Premier Alliance - Charlotte, NC, Sept 2010 - Dec 2010
SENIOR BUSINESS PROCESS ANALYST - Consultant
Defined current and future state processes for credit risk analysis, portfolio stress testing, and loan loss forecasting for the Global Portfolio Strategies (GPS) group.
Lead JAD sessions for cross-functional teams to identify requirements, customer-supplier relationships while defining process details and enhancements.
Identified process and product requirements that had a direct impact on CTQ, and customer satisfaction.
Used and applied DMAIC, DFSS, SIPOC, and other Six Sigma tools to address customer satisfaction, process performance issues, and business needs.
Applied skills in Team Facilitation, Problem Solving, Root Cause Analysis, Process Re-engineering, and development to address business and customer impacting issues and events.
FANNIE MAE, SF REO - Celerity LLC - Dallas, TX April 2010 - July 2010
SENIOR BUSINESS PROCESS ANALYST - Consultant
Performed analysis of SF REO accounting processes associated with reconciliations and cash flows to identify improvement opportunities for automation of accounting and financial processes.
Documented As-Is processes and business requirements as the basis for improvement of accounting processes.
Identified source systems and data requirements to reduce manual processes associated with the processing of default loans. Developed and documented business requirements for the development of software solutions.
CoreLogic/FIRST AMERICAN CORPORATION - TEKsystems - Westlake, TX Nov 2009 - April 2010
BUSINESS PROCESS ANALYST - Consultant
Developed a Service Catalog Model in support of business strategy and goals. Provided leadership and guidance in the application of industry best practices and process improvements using ITIL and ITSM practices to deploy a new service desk tool (ServiceNow). Migrated from Tech Excel service desk tool to ServiceNow, which is a hosted third-party Internet-based SaaS solution.
Developed enterprise support processes for ServiceNow, and operations manual to support IT service desk tools for call handling, escalation processes, maintenance, change and configuration management, and technical support. Coordinated the definition and assignment of license requirements for IT support groups to minimize cost impact.
Defined business, process, and system requirements for current and proposed changes. Identified and defined interfaces for IT support with third-party systems, for data center and IT services.
Identified opportunities for ITSM process improvements based on employee interviews, management input, business goals, and process assessments. Defined To-Be ServiceNow processes based on ITIL and ITSM best practices to address process and performance gaps to improve customer service and satisfaction.
Defined ServiceNow workflows linking IT business process and existing business applications for HR onboarding and offboarding for fulltime and contract employees. The updated processes and procedures included the provisioning of IT services, telecommunications, security, and facilities using role and business unit-based standards.
VERTEX BUSINESS SERVICES, Utilities Division - Richardson, TX Oct 2007 - Aug 2009
SR. BUSINESS PROCESS ANALYST, PROCESS ANALYTICS
Reviewed, documented, and analyzed current business processes associated with IT and service towers, IVR, Call Center, and Back Office applications to identify opportunities for process improvement and cost reduction.
Set up IT Service Desk and defined processes for IT Support of multiple US locations as part of the Merger Transition Team (M/A). Used CA R-11 (Computer Associates) to link with existing global service desks located in India and the UK.
Migrated support teams from legacy Help Desk tools (CA R6 and ONYX) to ServiceNow in the US and linking infrastructure with the Vertex Enterprise in the UK, and India for the network, telecom, desktop support, and change management. Provided 24/7 support following ITIL Service Delivery model to establish SLAs and OLA for North America locations.
Participated in Agile development team documenting business processes for Excelergy, Enrollment Wizard, and Service Center. Participated in UI and system enhancements to reduce call handling time and to enhance the customer experience for call center, back office, and production support processes. Improved performance by addressing issues affecting enrollments, billing, exception generation, and processing.
Modified change implementation process to reduce the frequency of customer-impacting incidents by 30 %. This process prompted timely delivery of training to avoid operational issues where business and support organizations were unaware or unprepared for planned changes affecting training, call center, back office, production support, development, and other impacted organizations.
Defined standards for documenting workflows used by Business Process Analyst to capture and communicate system functionality, processes for existing and new processes to the development and Agile teams. This resulted in a 15% reduction in errors in the development process and increased the awareness, and accuracy of training provided to support personnel by 10% in advance of a new production release.
BANK of AMERICA (formerly Countrywide Financial Corporation) - Plano, TX Sept 2003 - Oct 2007
IT Systems Process Engineer, Project Leader, and Problem Management
Reduced software portfolio and streamlined processes resulting in savings of $5M in software license cost and reduced cycle time by 30% to evaluate and approve new software and IT tools.
Developed requirement template for Crystal Reports being produced in India, resulting in a reduction of new report development time by 60%. Coordinated the software development efforts with offshore teams in India for Crystal Reports, Business Objects, and Remedy.
Developed process standards for the IT Enterprise in conformance with Best Practices from CCM, ITIL, and FRB, COBIT, FFIEC, and other regulatory requirements. Developed SDLC methods and processes that improved compliance to requirements, improve quality of systems developed internally, and with external suppliers.
Performed problem management and analysis of IT Enterprise issues, determined root causes, and initiating corrective actions to mitigate technical and process issues. Made recommendations to eliminate future occurrences of identified root causes and monitored implementation results.
PSAV - PRESENTATION SERVICES – Dallas, TX May 2002 – Sept 2003
Director of Sales
IN CHARGE DEBT SOLUTIONS - Orlando, FL Sept 2001 – Dec 2001
Business Process Analyst – Consultant
ALCATEL USA, INC. - Plano, TX Jan 2001 – Apr 2001
Process Engineer, Quality Engineering and Metrics
LUCENT TECHNOLOGIES, Bell Labs - Mesquite, TX Feb 1998 – Jan 2001
Process Analysis and Engineering, Project Manager
ERICSSON INC., Network Systems - Richardson, TX July 1995 – Nov 1997
Network Performance Manager Process Engineering
NORTEL, INC. - Research Triangle Park, NC Jan 1985 – Jul 1995
Senior Quality Engineer, Strategic Planning
North Carolina Agricultural and Technical State University - Greensboro, NC
Bachelor of Science - Electronics Technology
Lean Six-Sigma Black Belt Training Certificate - February 2010
Lean Six Sigma Green Belt Training Certificate - September 2009
Certified Team Facilitator of Continuous Improvement 1995
Fagan Inspection Process (Software Development) 1995
Kepner-Tregoe Problem Solving and Decision Making (PSDM) 1987
Kepner-Tregoe Root Cause Analysis (RCA) 1989
ITIL - Foundation Certificate in IT Service Management V2 2003
Windows, Microsoft Office Suite, Office 365, OneNote, OneDrive, Microsoft Project, Word, PowerPoint, Excel, SharePoint, Access, Lotus Notes, iGraphx for Six Sigma, Minitab, SIPOC, DMAIC, FMEA, Statistical Analysis, SPC, Kaizen, Rummler and Brache Process Methodology Root Cause Analysis, VISIO, Robotic Process Automation (RPA), Automation Anywhere, UiPath, ARIS, Micrografx, FlowCharter, AutoCAD, SAP, Business Objects, Crystal Reports, Workday, HR Systems and processing, ISO, NIST, CMS, Impromptu, SOAP UI, SQL, REXX, "C" Programming Language, Memo Maker, Delphi, Excelergy, Service Center, Enrollment Wizard, CA R-11, ONYX, Tech Excel, ServiceNow, Agile SDLC, SCRUM, Rally, Archer, OFAC, NPPI, Correspondence Processing, Loan Origination, Servicing and Loss Mitigation, Data Loss Prevention (DLP)