April Burns Page * of *

APRIL D. BURNS, MBA, MS

Raleigh, NC 27616

Mobile: 757-***-**** Email: adxmpc@r.postjobfree.com www.linkedin.com/in/april-burns-mba-mshrm-40b12a164/

~ PROJECT MANAGEMENT/COORDINATION & BUSINESS ANALYST ~ Solutions-driven project coordinator with the ability to leverage experience and partner in all phases of the PM lifecycle for multiple complex scopes from initial needs analysis and planning through development and delivery. Ability to coordinate all phases of project management to include staff/workload delegation, scope determination, planning and scheduling, status/financial reporting, and team supervision, while driving completion on-time and within budget. Experienced in defining project goals and breaking down complex issues into manageable parts to ensure quality deliverables. Additional background in IT, SharePoint, and application/program support. United States Navy Retired.

• Project Mgmt./Coordination

• Scheduling/Planning Strategy

• Report & Scope Development

• OneVision/Google Sheets

• Pre/Post-Project Support

• Logistics Management

• Workload Delegation

• Team Management/Training

• Stakeholder Engagement

• Requirements Gathering

• Business Analytics

• Change Management

Software & Tools:

Microsoft Office Suite, HRIS, SharePoint, Salesforce (SFDC), Tableau, Jira, Collaboration Learning Intelligence Platform (CLIP) Tool, Field Escalation Tool (FET), Cisco e-Portal Tool, CSOne, Routing Data Management Tool, ServiceNow Platform, AccessNow Platform, ProFax and other proprietary applications PROFESSIONAL EXPERIENCE

Magellan Health Raleigh, NC 07/2022 – 12/2022

SERVICENOW BUSINESS ANALYST I (Temporary Contract) Developed and documented workflow, systems requirements, system impact analysis, systems design, process analysis and testing (including reasonableness checks) using software development methodology to provide efficient, cost-effective solutions as directed. Carefully and strategically created a ServiceNow Timeline and a thorough structured PowerPoint Project on how to navigate in ServiceNows’ database.

• Created and maintained internal management tools and databases to support CQI, rates, workflow business rules and system configuration, reimbursement, and document management requirements.

• Conducted root cause analyses, gathering data to pinpoint problem areas on which to focus, validating that the analysis is data driven, recommending, and implementing solutions and evaluating those results, and implementing controls to monitor consistent use of the solution.

• Provided status reports that give a detailed description of the current project's progress and indicates time devoted to each task of the project; develop and deliver management dashboards that describe the state of master data health; and to ensure data standards, practices, and methodologies across the organization.

• Identified reporting needs based on system configuration and workflows and documents reporting requirements and testing of new reports in development prior to implementation to Production. Aetna, a CVS Health Company Raleigh, NC 01/2022 - 5/2022 PROJECT/SECURITY COORDINATOR (Temporary Contract)

Delivered all aspects of business analysis and support in the development, implementation, and coordination of multiple projects, to include planning/scheduling and the tracking, monitoring, and reporting on project status against timelines, key milestones, and related financial expenditures.

• Partnered in the development/dissemination of communications materials on project status to stakeholders, while acting as a liaison between company and customers, and managing relationships.

• Performed data collection, analytical research, and root cause analysis, identified, and resolved issues impacting project delivery, and edited/maintained all project-related materials.

• Drove efficiency in projects by recommending and implementing changes to processes to ensure integrity and quality of the deliverables.

• Achieved operational objectives by contributing information and recommendations to strategic plans and reviews; prepared/completed action plans and project control activities.

• Collaborated in the coordination/management of project logistics including agenda creation, meeting arrangements, and minutes recording.

April Burns Page 2 of 2

*Completed fulltime studies for certifications during COVID (2019-2021) RTP Cisco IT Systems, Inc. Morrisville, NC 10/2018 - 12/2019 HIGH-TOUCH OPERATIONS MANAGER

Managed all aspects of the prioritization and support of open Cisco support cases, monitored all return material authorizations (RMAs), and led the coordination of Cisco support organizations, escalation processes, and customer resources for support cases, while serving as a primary point of contact for operations and process issues.

• Completed baseline documentation of complex operation processes and procedures, while ensuring all required information is documented and available during customer’s critical network change.

• Utilized Salesforce for weekly, monthly, and quarterly status reports, tracking progress of open support cases, and addressing outstanding issues with the customer.

• Documented operations to ensure all specific customer operational and related topics were available in the internal Focused Technical Support (FTS) portal to expedite issue resolution.

• Participated in quarterly live and remote business reviews (QBR) and joint business reviews (JBR). GLOBAL FIELD ESCALATION SPECIALIST, GFEP America

Engaged with diverse stakeholders with differing goals, including development and support engineers, sales, professional services, and senior-level executives, while collaborating with Technical Assistant Center (TAC) Engineers on critical case monitoring and follow up, and helping to raise severity, re-queue and dispatch cases, manage progress, and escalate as needed.

• Partnered with multidisciplinary and globally distributed teams in complex implementations.

• Assisted Business Unit team in providing business background, raising focus, allocating developers to Cisco Defect and Enhancement Tracking System (CDET), and help raising the severity of bugs.

• Proactively discussed fix releases, followed up on EFA, and monitored assignments and ETA, while communicating and updating partners/customers.

• Provided a strategic understanding to third party engineers, account managers, and sales engineers regarding Cisco procedures, escalation paths, and channeling all communications. MILITARY EXPERIENCE

United States Navy 5/1998 - 6/2018

LEADING RELIGIOUS PROGRAM SPECIALIST (RP), HONORABLE DISCHARGE/RETIRED Managed and executed the Command Religious Program (CRP), and all assigned projects, advised leadership on camaraderie and basic morale, ethical decision-making, cross cultural awareness, conflict resolution, and operated/maintained libraries performed bookkeeping and accounting functions, and oversaw related activities.

• Trained Command Religious Program volunteers on logistics and instruction methods.

• Determined, developed, maintained and managed the administrative and logistical support requirements of religious programs aboard ships, shore stations, hospitals, Marine Corps units, and other sea service command.

EDUCATION & CERTIFICATIONS

MASTER OF SCIENCE ~ ORGANIZATION & HUMAN RESOURCE DEVELOPMENT (09/2019) MASTER OF BUSINESS ADMINISTRATION, HUMAN RESOURCE MANAGEMENT (6/2016) Strayer University Raleigh, NC

BACHELOR OF ARTS ~ CRIMINAL JUSTICE ~ HOMELAND SECURITY (12/2010) ASSOCIATE OF LIBERAL ARTS (6/2010)

Saint Leo University Virginia Beach, VA

ASSOCIATE OF APPLIED SCIENCE ~ MEDICAL ASSISTING (10/2007) Medical Careers Institute/ECPI Virginia Beach, VA Certifications:

Computer Operator Certification (2014) United Services Military Apprenticeship Program (USMAP) Professional Human Resources (PHR) Studies (2019-2020) Institute for Veterans & Military Families Operations Management A-Z-Business Processes & Systems (2021) Udemy SharePoint 2013 Fundamentals (2021) Udemy ServiceNow System Administrator (2022) Udemy Create Charts and Dashboard Using Google Sheets (2022) Coursera Automate Tasks and Processes with JIRA (2022) Coursera Business Analysis & Process Management (2023) Coursera Critical Path Analysis Using Lucidchart (2023) Coursera

Contact this candidate