Customer Engineer

Summary

Extensive experience leading mapping sessions to document swimlane processes for purposes of analysis, re-engineering and documentation

Experience creating education and providing training

Experience with the implementation of Agile Methodology with emphasis on End User IT requirements gathering, story writing and testing

Professional Experience

Process Analyst 02/2015 – 09/2019: IBM, Atlanta, GA

Followed the Agile Methodology to support a Business Process Management (BPM) based workflow solution that enabled hardware, software and maintenance order processing

Actively participated in all aspects of the Agile process (Scrum, Iteration or Sprint Planning, Backlog Management, Playback, Testing, Retrospective, Deployment)

Gathered customer requirements, wrote clear and detailed User Stories, tasks and defects that captured business requirements, supported prioritization, development, testing and successful deployment

Led and managed the testing phase

Provided support to key organizations and End Users, building relationships, solving issues, maintaining customer satisfaction and using creativity to provide solutions

Facilitated meetings with process owners and subject matter experts to document and analyze their business processes, then documented AS IS and TO BE flowcharts using Blueworks Live and Igrafx Process software

Proactively identified problems or gaps with the solution and took action to resolve them

Provided training to the Account Teams members, aligned functions, approvers and Squad

Updated and maintained the other tools the solution and project interacted with: BlueGroups, ODM on Cloud (Organization Decision Maker), Process Admin, RTC (Rational Team Concert), Blueworks Live, GSA (Global Storage Architecture), Communities and Box

Documented and kept up to date the User Guide for the solution and the Process Documentation for the Squad

Global Process Documentation Team Lead 04/2014 - 02/2015: IBM, Atlanta, GA

Provided day to day operational guidance to the GPD Team and conducted quality checks

Developed and conducted Process Consultant training for all Process Focals

Created presentations to support the VP, Manager and Team as needed

Provided process documentation services for internal and external customers

Process Consultant 12/1996 - 03/2014: IBM, Atlanta, GA

Trained and mentored new Process Consultants and Process Support Focals from all Geographies

Provided leadership in process documentation to ensure affordable, effective, and customer valued support

Facilitated work sessions to establish or re-engineer processes, looking for automation and efficiencies, and captured them in a mid-level flowchart that is clear, consistent and user-friendly

Created/edited mid-level procedures (MLP) to ensure they are relevant, useful and consistent

Documented linkages and control points to meet audit guidelines

Used project management techniques in the planning, organizing, and managing of tasks and resources to accomplish a defined objective in a time constrained environment

Led the roll-out of a global process repository: gathered customer requirements, worked with the programmer and trained the End Users

Led the End User IT requirements collection for a global purchase order tool, the design and testing methodology and the documentation of the processes

Led the process documentation for a divestiture that affected all Geographies

Supported multiple internal and external projects with process documentation creation, evaluation and re-engineering, including reorganizations and outsourcing

Customer Relationship Rep 07/1989 - 12/1996: IBM, Atlanta, GA

Held several positions during this time frame: Customer Relationship Rep., Customer Fulfillment Coordinator, Customer Contracts Rep., Customer Support Rep.

Responsibilities included building customer relationships; managing and processing specialized maintenance contracts; developing and conducting training; resolution of customer complaints; processing and managing orders; collecting accounts receivables

Education

Master of Arts in Psychology, Texas A&I University, Kingsville, Texas

Bachelor of Arts in Psychology, Florida International University, Miami, FL

Key Courses and Training

Agile Methodology

Microsoft Office

Visio

Igrafx Process

Blueworks Live

Design Thinking

Scrum Master Certification (2016)

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