JIM GUERRIERO

**** ***** **** *****, **********, Ohio 44511

e-mail: addg7m@r.postjobfree.com c 630-***-****

Talented, results oriented professional with a well-rounded background in software application development. Solid track record in presenting, analyzing information, and improving workflow/processes through technology enhancements, always focusing on customer needs first.

Technical Skills:

Microsoft Office

iRise Visualization

Visio

Quality Center

Agile Development

SDLC

SharePoint

Wiki

JIRA/Confluence

Opera

Splunk

Professional Experience

Hyatt Hotels Corporate - Chicago, IL. 2019 - 2020

Senior Business Analyst: Hyatt Hotels - World of Hyatt App

Hyatt Mobile Entry Project: This project allows guests to check-in through the app and proceed directly to their room, using the Hyatt app and Bluetooth functionality within their smart device to unlock their room door.

Wrote user stories to ensure mobile entry functionality working with 4 separate lock vendors.

Analyzed vendor documentation for iOS and Android devices to identify user flows and define alternative flows.

Made recommendations regarding user experience and help content to ensure mobile user success.

Trained hotel personnel both on-site and via the web regarding the mobile entry functionality and its operational and guest impacts.

Improved the app by continuously interpreting user behavior with analytic tools such as Appsee, Splunk and Tealium reports.

Ensured updates were made based on new functionality offered by our lock vendor partners and coordinated testing on-site and in the test lab.

Maintained the test locks and programmed updates as required and kept abreast of API calls.

Contributed to bi-monthly retrospective meetings, provided details on what went well during the sprint and identified areas of improvements that were needed to increase team productivity.

Enhanced Check-In Project: This project gave guests choices of room selections and informed upper tier guests of automatic upgrades. This eliminated upper tiered loyalty guests from having to go to the front desk upon arrival to receive their complimentary upgrade.

Developed list of user and functional stories that included all new functionality for enhanced check-in.

Consulted with cross functional technical teams to ensure various platforms work together to provide check-in/out functionality, room selections, and automatic upgrades.

Documented changes in the enhanced check-in process that differed from the current experience.

Reviewed all enhancements with project stakeholders, which included business, technical and QA teams.

Created a training Wiki site for front desk team members to ensure operational issues were addressed and teams were properly trained regarding this new feature.

This project increased upsells by 30% in properties that offered upsells and reduced wait times for front desk check-ins by 35%.

JIM GUERRIERO

Content Management Enhancement Project: This project established a framework using the content management tool for Global Promotions, Offers & Promotions, and screen content for the Hyatt Chase Credit Card. It allowed content owners the ability to make content changes in the app without developer/coding intervention.

Collaborated with Back End Development team to enhance the Content Management Tool.

Designed templates that allowed content re-use on various screens in the app.

Developed UI and wireframes improving the look and feel of the Content Tool’s interface.

Trained branding/digital merchandising team members to use the content tool to make updates to multiple screens without development intervention.

Eliminated the lead time to launch an online promotion allowing more targeted frequent promotions.

TEKSystems Consultant - Chicago, IL. 2015 - 2019

Senior Business Analyst: Hyatt Hotels - Ask Hyatt Pilot Mobile App

This project was Hyatt’s first iteration of their mobile app, introducing functionality allowing trip planning, booking, and check-in/outs.

Worked with Product Management in defining business requirements then translated those requirements to testable user and functional stories for the introduction of the Ask Hyatt Pilot App.

Produced test scripts within each sprint to ensure that app enhancements were tested prior to release.

Explored pilot user interactions to determine logical workflows in which guests could research properties, price out trips and ultimately book their trip.

Partnered with hotel colleagues to ensure proper integration between the app and various reservation systems.

Presented and showcased some of the new functionality introduced in the Hyatt app to stakeholders as well as user groups to help promote the application.

JPMorgan Chase – Chicago, IL. 2012 – 2015

Business Analyst: Project Lead

Receivables – Mobile App –This mobile project allowed corporate clients the ability to accept/clear check payments faster at the point of delivery through a new remote capture payment service.

Updated team on daily Agile scrum calls regarding issues, blockers and clarifications that may be needed.

Coordinated with Customer Experience team to ensure stories reflected consistent experience for customers using a variety of capture devices (desktop scanners, tablets and smart phones).

Devised test scenarios to fully test the UI and integration between web services.

Analyzed customer behavior and workflow processes to align technology enhancements with customer goals.

Wrote, Refined and prioritized requirements and managed backlog list.

Provided screen shots, wireframes and instructions used in customer training documentation.

Wrote functional stories detailing the changes to the Receivables application and presented all documentation to various teams which included QA, UAT, programmers, project managers and product owners.

Reviewed all business requirements, project charter and design documents to produce functional specs detailing new enhancements within the www.jpmorganaccess.com application.

JIM GUERRIERO

JPMorgan Chase – Chicago, IL. 2004 – 2012

Business Analyst: Project Lead - Common Services

Led the systems analysis relating to all activity logging/auditing and client alert communication across all client segments on jpmorganaccess.com.

Supported 3 scrum teams that focused on application framework, auditing/reporting and alerts.

Improved the ability for clients to audit user activity by implementing an extensive audit and event tracking system.

Documented stories highlighting user entitlements which impacted product functionality and restricted access to product features and account information.

Reduced call center volume by 25% by implementing specific alerts regarding payments and templates.

Bank One – Chicago, IL. 2000 – 2004

Business Banking Web Producer: Project Lead - Business Credit Card

Managed the customer experience UX design effort as the bank transitioned from using a vendor site to hosting the business card site under the www.bankone.com domain.

Made recommendations as to how the bank can leverage existing systems used in consumer online banking and adapted and implemented those systems for business banking clients as well.

Created prototypes and wireframes using iRise Visualization software that was used in identifying requirements, explaining new design concepts and demonstrating new features to focus groups.

Saved over $5 million/year in mailing costs as the site made available on-line quarterly expense reports for clients.

Joliet Junior College, Joliet, IL. 1998 - 2000

Business Training Coordinator

Worked with area businesses to develop training courses regarding website development and telecommunications.

Applied Adult Learning principles to teach courses to working professionals in the telecommunications field.

Taught a course in fiber optic splicing and termination techniques geared towards field telecom professionals.

Taught and developed a hands-on course for telecom field professionals focused on terminating 4 position Universal data connectors, 2 pair STP cables and coaxial cables (BNC, F-Type and N-Type).

Tailored courses specifically designed for workforce development based on conducting needs assessments.

Joliet Junior College, Joliet, IL. 1996 - 1998

Telecommunications Coordinator/Training Coordinator

Managed an Internet desktop video conferencing project that enabled academic counselors to conduct video conferences with students and potential students at various campus locations.

Coordinated video conferencing initiative linking three campuses via desktop video systems.

Conducted a campus wide needs analysis to determine what type of phone system the college should implement.

Develop a Request for Proposal (RFP) to replace an out - dated phone system serving three campuses.

Target, Chicago, IL 1993 - 1994

Merchandise Team Leader - Hardlines/Seasonal Departments

Supported the opening of 10 new Target stores in the Chicago area.

Trained team members on RFID inventory system to ensure counts were correct to prevent out of stocks.

Merchandised areas according to plan as well as designed special promotional areas according to the selling season.

Implemented the test bridal registry program that was rolled out across the company.

Staged in-store events such as "Toymendous", January Fitness week, Back to School registry.

Education:

Master of Science in Information and Communication Systems Ball State University, Muncie, Indiana

Bachelor of Arts in Broadcasting, Minor in Advertising Youngstown State University, Youngstown, Ohio

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