SUMMARY:

Experienced results oriented IT professional with exceptional communication skills and a talent for effectively establishing rapport with all levels of management, IT staff and stakeholders. Strong technical acumen with a very high aptitude for acclimating to new environments, hitting the ground running and being a significant contributor. Excellent at managing project tasks and consistently meeting and exceeding project objectives.

CORE COMPETENCIES:

SDLC and JAD Quality Assurance and Testing

Report Development / Enhancement Client Relationship Management

User Education and Training Queue Management

Oral and Written Communication Strong Work Ethic

Proficient in MS Suite of products Word, Excel, Project, Access, PowerPoint, Visio

Leadership, Ambitious Self-Starter Multi-Tasker

User Acceptance Testing ALM - Quality Center

HP Asset Manager Agile

ServiceNow Jira

Kanban SQL

Microsoft Teams Skype for Business

EDUCATION:

Purdue University, B.S. Computer Science

PROFESSIONAL EXPERIENCE:

8/19 – 3/20

Sony Pictures Entertainment

ServiceNow Platform Kanban Team – Senior Business Analyst

Senior Business Analyst on the ServiceNow Platform team supporting the IT Community and Sony Entertainment Corporate Business Partners

Effectively spearheaded the intake and prioritization of demand requests coming into the ServiceNow Demand request queue.

Led the daily Platform Kanban team stand up status meetings with business analysts and developers.

Attended daily scrum meetings of ServiceNow teams that collaborated with the Kanban Platform team.

Provided innovative improvement suggestions for how the Kanban board was setup and worked.

Significantly contributed to the development of a Kanban team Working Agreement to ensure the team was working in the .most efficient and timely manner.

Worked closely with Product Owners and stakeholders to gather and flesh out business

requirements, created the resultant user stories, process flows, mockups,. Conducted

system testing and User Acceptance Testing to ensure that Acceptance Criteria was met.

Frequently provided demos for requestors.

Triaged and resolved incidents raised and assigned to the Platform team.

Successfully implemented new functionalities and modifications to the Incident, Problem,

Service Catalog, Change, IT Resource Management, CMDB and Asset Management modules.

Implemented the functionality for the interface between ServiceNow incidents and Jira bugs.

Facilitated and supported the onboarding of various other Sony Corporate entities to the ServiceNow Platform.

Collaborated with other ServiceNow teams when cross team functionalities were in play to ensure the interface was carried out harmoniously.

Developed training demos and Quick Reference Guide PDFs for reference by stakeholders and

system users covering an array of ServiceNow functionalities and topics.

Created UAT demo videos for completed requests that detailed the developed user stories as

part of the signoff process for production deployment.

Tested and regression tested new releases.

Created reports and completed research as requested by Product Owners and stakeholders.

Led multiple proof of concept initiatives for Corporate Business partners.

Platforms: Web-based SaaS (Software as a Service) application

6/18 – 6/19

Kaiser Permanente

Senior IT Business Analyst

IT Service Management Project (ITSM Service Catalog MGMT Team):

Project initiative was to support ServiceNow Catalog / Request operations across the Kaiser enterprise as the team’s Business Analyst.

Managed the ServiceNow and Jira platforms for the Service Catalog team.

Managed the daily/weekly intake request queue for Service Catalog customer requests.

Interfaced with Service Catalog customers to provide feedback and get clarification on submitted requests.

Translated submitted Service Catalog requests into requirements and created the Jira stories associated with the request.

Provided an integration between ServiceNow and Jira to keep requirements and development activities aligned.

Collaborated with subject matter experts and developers to refine customer requirements and groom stories.

Supported the Service Catalog team in all areas needed (research, customer interface, stories, ritms, reporting, etc.).

Participated in daily scrum meetings.

Drove the initiative to create and continually refine and improve the integration between ServiceNow and Jira.

Created hundreds of requests and over 1100 associated Jira stories.

Surveyed service request customers to gain insight into the efficiency of the configurations in the Service Catalog and Service Portal pages and brought the results forward to the service catalog team for discussions offering improvements.

Triaged incidents and created and assigned Service Catalog related defects and bugs in Jira.

Participated in POVs with ITSM team members.

Responsible for the creation of the Monthly Service Catalog Management (SCM) Channel metrics report for the management dashboard.

Platforms: Web-based SaaS (Software as a Service) application

4/12 – 12/17

Honda North America

Senior IT Business Analyst

IT Service Management Project (ITSM):

Project initiative was to improve the way IT provided services to it’s customers across the Honda enterprise. This was accomplished by implementing the ServiceNow platform.

Partnered with business owners, stakeholders and third party vendors from twenty-two Honda corporate entities as well as the IT staff to identify the project scope via numerous JAD sessions.

Conducted extensive interviews with business owners and stakeholders to understand and document the as-is business processes and leveraged that information to design the to-be processes.

Developed and groomed the stories required to configure the ServiceNow modules of: Incident Management, Problem Management, Request Fulfillment, knowledge Management and Configuration Management.

Participated in daily scrum meetings.

Created workflow diagrams detailing the functionality within each module.

Provided demos to business owners and stakeholders that previewed the look and feel of the stories developed in each module for it’s scheduled sprint.

Drove the initiative to create and continually refine process guides for each of the ServiceNow modules.

Led the System Testing effort by creating a test plan and test scripts to ensure that the requirements configured were reflective of the stories developed.

Captured and remediated defects in ServiceNow’s defect module.

Effectively oriented new team members that joined the project.

Designed and presented kick-off materials to facilitate User Acceptance Testing.

Coordinated the User Acceptance Testing effort and provided tester support for the companies slated to adopt the ServiceNow platform.

Scheduled and facilitated daily UAT checkpoint meetings.

Proactively captured and reported testing metrics and results to management.

Strategized with management in go-live readiness sessions to create the plan for on-boarding local and regional

companies.

Platforms: Web-based SaaS (Software as a Service) application

TREAD ACT COMPLIANCE SYSTEM (TRACS) Project:

Project initiative was to automate the data gathering and quarterly reporting processes so that the Product Regulatory Office (PRO) could more accurately and efficiently create the information for and provide the government mandated quarterly reports to the National Highway Traffic Safety Administration (NHTSA).

Conducted extensive interviews with the Product Regulatory Office to understand the manual processes involved in creating the NHTSA reports.

Devoted business and functional requirements documents to transform the manual processes into an automated TRACS UI system.

Proposed and developed UI screen specifications associated with the requirements documents.

Utilized IBM Data Studio to research and evaluate TRACS data integrity and executed SQL queries to validate systems results from UI system actions.

Led requirements brainstorming sessions with Product Regulatory Office and IT Staff.

Created PowerPoint presentations and demos to preview system functionality and look and feel.

Designed a variety of Business Objects reports and validated the designs with Business Objects developers.

Proactively developed system documentation artifacts (User Guide, Work Instructions, Screen Specifications,Dataflow diagrams and Training materials and kept them current in the evolving environment.

Effectively spearheaded the System Testing effort by creating test plans, test /use cases and executing them.

Tracked defects and ensured they were remediated and resolved using the Quality Center tool.

Facilitated the User Acceptance Testing effort.

Provided post implementation production support during project’s warranty phase.

Platforms: Client Server and Web-based

Information Technology Asset Management (ITAM) Transformation Project (Software and Hardware focused):

Project initiative was to meet the corporate objective of transforming and unifying business functionalities and tools across Honda North America enterprises (US, Canada and Mexico).

Successfully conducted JAD sessions with IT Asset Management, business stakeholders, IT development staff and third party vendors.

Collaborated with the IT Asset Manager, individual organizations in the enterprise and the development staff to create Business Requirements documents and Functional Requirements documents to enhance the capability of the HP Asset Management tool.

Created mock-ups for new wizards, views and reporting functionalities to be implemented in HP Asset Manager system.

Developed and presented to-be PowerPoint presentations for stakeholders and business sponsors.

Led the effort to ensure HP Asset Manager was the system of record for all corporate software and hardware which significantly improved the auditing process for both internal and external audits.

Effectively spearheaded the System Testing effort by creating test plans, test /use cases and executing them.

Tracked defects and ensured they were remediated and resolved using the Quality Center tool.

Developed user guide, training materials and work instructions.

Provided post implementation production support during the warranty phase of the project.

Platforms: Mainframe, Client Server

08/11 – 3/12

Automobile Club

Business Analyst – Policy Management Portal Team – Multiphase Reporting project

Led the effort to analyze and design Reports for conversion from the Legacy PRIME P&C Insurance System to the new HUON platform.

Defined report project goals, created implementation plans and managed change requests.

Captured and refined report requirements from business owners via regularly scheduled project meetings.

Developed QA test strategies including creation of detail test plans and test scripts.

Provided support to the development staff to field questions, clarify requirements, and research conversion issues.

Managed and resolved reported defects.

Responsible for mapping the fields used in each report by analysis of both the legacy PRIME and the new HUON files/tables.

06/10 – 7/11

Farmers Insurance Company

Business Analyst IT eBiz Marketing

Project initiative to provide the connectivity between Farmers Electronic Customer Management System (eCMS) and 21st Century Insurance system platforms as a result of Farmer’s acquisition of 21st Century Insurance acquisition.

Proposed solutions for incorporating 21st Century Insurance’s marketing functionalities into Farmer’s eBiz marketing system. These proposals ultimately led to the agency force for both 21st Century and Farmer’s being able to increase the amount of Gross Written Premium and manage customer portfolios more efficiently.

Authored Business Requirements documents and Functional Requirements documents that detailed the specifics of how eCMS functionalities for 21st Century would be integrated into Farmer’s eCMS system.

Effectively coordinated requirements meetings between all levels of eBIZ Marketing management, business sponsors, IT staffs, and the national agency force.

Successfully managed project timelines, milestones, and deliverables.

Created PowerPoint presentations and training materials for management, business sponsors, and the agency force.

Performed data mapping tasks.

Led the System Testing effort through test plans, thorough test/use case creation and execution.

Tracked and resolved defects using Quality Center.

Facilitated the User Acceptance Testing effort.

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