Business Analyst

GREGORY PAYNE

832-***-**** 281-***-**** **** Ashbrook Lane Pearland, Texas 77584 adbg9f@r.postjobfree.com

Highly accomplished, results-oriented IT professional with over 20 years of industry experience. Recognized for consistently completing assignments on time and under budget, with an excellent track record in quality control, technical support and Project Management. Key competencies include: Strong Analytical, Communication, Organizational and Time Management skills. Able to boost productivity and proactively prevent issues through training and development of documentation. Able to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment. Able to interact with all levels of an organization.

Work Experience

INT TECHNOLOGIES / WELLS FARGO Contract March 2018 - Jan 2020 BUSINESS SYSTEMS CONSULTANT 5

As a Business Data Analyst, I monitored and managed information related to the UtilityNet product goals, requirements, status, execution, and issues, providing regular updates on the state of same. I captured and clarified product demand, provided reporting, forecasting, and governance as well as executed metrics analysis across the voice portfolio of products. I assisted in engagements and partnered with cross-functional teams to help identify, vet and execute on opportunities for new products and enhancements to existing products and services. I interpreted data, analyzed results using statistical techniques and produced weekly status reports. I acquired necessary data from primary or secondary data sources to maintain our SharePoint databases. Also worked to develop or enhance databases and data collection systems, data analytics and other strategies

ACHIEVEMENTS

Identified, analyzed, and interpreted trends or patterns to forecast product roll out strategy

Coordinated with Line of Business Managers, business partners and vendors to schedule migrations and communicated processes & timelines to ensure business continuity during migrations and testing periods

SIGNATURE CONSULTANTS / WELLS FARGO Contract December 2015 – May 2017

BUSINESS SYSTEMS CONSULTANT 4

In the role of Enterprise 911 Services Consultant/Project Manager I conducted site analysis for new sites, reconfigurations and voice migration projects to create ERL/ELIN mappings. Updated E911 SOR application with enablement information. Supported Enhanced 911 testing for sites. Developed systems test plan components and test scripts. Acted as Project Manager on site migrations from Avaya Platforms to Cisco. Managed multiple TDM to IPT migrations as well as acted as PM on Enhanced 911 site enablement projects. Administered User Acceptance Testing (UAT). Acted as a liaison between the Compliance organization and Technology organization by planning, conducting, and directing the analysis of complex, strategic and compliance problems to be solved with automated tools.

ACHIEVEMENTS

Successfully managed & migrated over 228 Wells Fargo sites from Basic 911 to Enhanced 911 service

Coordinated with heads of Lines of Businesses to schedule migrations and communicated processes & timelines to ensure business continuity during migrations and testing periods

Reviewed systems reporting errors and coordinated error resolution

Conducted ERL analysis for new constructions and site reconfigurations and voice projects to validate E911 enablement including zone mapping and ELIN assignments

INSIGHT GLOBAL / HEWLETT PACKARD ENTERPRISE Contract April 2015 – Nov 2015

VOICE ENGINEER

Participated in solution development and costing in collaboration with engineering teams – Organized and worked as PM to manage implementations - Carried out configuration & testing - Participated in change management process - Organized post implementation support for all installed hardware and services - Ensured new services were fully production ready according to project schedule. Provided technology consulting and problem-solving, along with identifying options and risks. Processed Remedy Change Requests

ACHIEVEMENTS

Performed daily MACs. Provided customer support & coordinated vendor maintenance of equipment

Maintained documentation of circuits & assisted in telecom system planning design & implementation

Managed & worked Remedy ticket queues that caused average outage times to be reduced by 30 percent

GREGORY PAYNE

832-***-**** \ 281-***-**** \ 2903 Ashbrook Lane Pearland, Texas 77584 adbg9f@r.postjobfree.com

TEKsystems / US FOODS Contract July 2014 – Nov 2014

TELECOM TECHNICIAN

Provided first level support on any telecommunications issue reported. Programed and maintained the Avaya Aura Call Managers and Avaya Aura Messaging systems within the Enterprise. Deployed Salesforce.com CRM/Avaya CTI platform at 6 US Foods sites on schedule and under budget. Worked as Project Manager on 6 remote implementations of Salesforce software at US Foods locations nationwide. Configured and set up business applications, defined and documented test strategies, documented test scenarios, test scripts and test data, escalated issues to technology and assisted with issue research and troubleshooting, and documented project/task plans

ACHIEVEMENTS

Provided onsite and remote support for Avaya CTI integration of Salesforce.com to multiple US Foods sites

Production of Avaya One-X training documentation to enhance training for end-users and ACD Call Center Agents/Supervisors

TEKsystems / JP MORGAN CHASE Contract June 2013-June 2014

MACD VOICE ENGINEER

Initiated, implemented and closed Change Controls for JPMC remediation efforts. Worked on decommission team to recycle objects such as DIDs, Vectors, VDNS, Skills, Agent login IDs, IP Stations, voice mailboxes and Announcements for on-boarding JPMC Lines of Businesses. Responsible for recycling 35 percent of objects I audited for a cost savings 25 percent for that fiscal year. ITSM Change management

ACHIEVEMENTS

Implemented ITSM change records in accordance to JPMC procedures and standards

Partnered with ACD call center teams to manage call center relocations, implementations and decommissions

Conducted audits on voice platforms and reduced cost over 25 percent on average

Updated JPMC databases within the determined SLA to ensure LOB billing ceased in the specified billing cycle.

WELLPOINT (Formerly Amerigroup Corporation)

ITS SYSTEM ENGINEER I June 2011- May 2013

Acting as a Project Manager, I was responsible for migrating the Legacy Avaya platform to IPT. I provided technical support for all Medicaid and Medicare markets. Offered solutions and consulted with clients to remedy voice issues and resolved service interruptions. Conducted Business Systems analysis to meet or exceed targeted goals.

ACHIEVEMENTS

Provided technical support for voice customers by troubleshooting reported issues and implemented solutions with in the specified SLAs, thus avoiding penalties. Reduced user down time on average by 50 percent

Acted as a liaison between client area and the technical organization

Increased productivity significantly by documenting procedures and distributing to customers along with providing remote and in-house training to telecommuters

Resolved multiple call flow issues created by outages; by using AT&T Route-IT to bypass primary sites and re-routed TFNs to backup or Disaster Recovery sites.

HP ENTERPRISE SERVICES (Formerly Bank of America)

ITO SERVICE DELIVERY REP 1999-2011

Project Manager for technical projects between Bank of America and Hewlett Packard. Reported project statuses to management teams. Supported lines of business. Designed, implemented, managed and provided technical support for ACD Call Centers. Analyzed and resolved issues with VOIP network; and offered end-user training on CMS reporting. Ensured work performed and deliverables met agreed upon requirements and SLAs were met in accordance with the Bank’s standards. As PM, I managed technical projects and consulted with managers/supervisors and team leads to address ACD call center requirements. Presented options, acted as SME, submitted proposals, and ensured the desired results were delivered. Implemented solutions to meet the needs of the lines of business; worked within the allocated budget. Performed Business Systems analysis and Business Systems designs in accordance with Enterprise Standards

ACHIEVEMENTS

Prepared specifications for system changes and developed system test plan components and test scripts

Provided guidance and oversite to project team and vendors in developing implementation plans and project timelines to coordinate the teams work effort and completion rate

Worked with user groups to provide training, resolve questions, assess user needs, recommend changes and prepare specifications for system changes. Recommended and initiated systems testing. Acted as an internal consultant by using quality tools to re-engineer technical processes for greater efficiencies. Acted as Project Manager to convert groups into ACD environments, met with department heads to gather scope and desired outcomes

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