Business Analyst Project Management

Antonietta Zane

Business Analyst /Project Manager

Business Analyst Certification

Project Management Master Certification –

PRF, Professional Ritual Funeraille Consultant

Summary

Over 20 years of working experience at Bell Canada, culminating as a district planning and human resource manager, preceded by a decade of hands on experience executing Business Analyst and Project Management activities. Solid experience as a trilingual Business Analyst in the telecommunication industry, notably as a data legacy, broadband and IP end-to-end process specialist. In addition, had a very successful 2nd career at Urgel Bourgie, with outstanding overall results of one of the top achievers as a Prearrangment and Cemetery Consultant,(PRF).

Autonomous, highly motivated and dynamic person, who successfully combines enthusiasm and professionalism geared to obtaining outstanding results within tight time frames.

Personal Information

Languages: French, English, Italian.

Fundraiser participant for: Parkinson’s SuperWalk, End All Women’s Cancers (60km) 2009/2010/2011/2012), One of Top Individual Fundraisers for Leukemia/Lymphoma Society (2010 to 2019), School fundraiser prime.

Main Strengths

Excellent communication and interpersonal skills.

Highly customer-focused.

Creative and flexible; demonstrates initiative.

Persevering and focused on objectives.

Pro-active, skilled in the art of gathering, designing and analyzing customer requirements.

Adaptability, maintains positive attitude under strenuous situations.

Skills and Aptitudes

Managerial and supervisory abilities

Team and process oriented.

Extensive knowledge of Broadband, IP and Data services, (IOM/EOM) Enterprise Ordering System for Broadband and IP, Universal Service Order System (ATOM/USODS) and Billing system (NIBS).

General PC knowledge.(Word, Excel, Outlook, Lotus, PowerPoint, Sharepoint, MS Project, Besi)

Formal Education

Project Management Master Certification

Business Analyst Certification

D.E.C. in Business Administration, Human Resource specialization,

C.E.G.E.P. Vanier, Montréal, Québec

PRF Professional Ritual Funeraille certification ( Rimouski University)

Conferences/Workshops:

Leadership Essentials (Oct 2004).

BA/PM Conferences 2002, 2003, 2004.

Seven Habits of Effective Leaders (Stephen Covey 2 week workshop 1996).

Professional Experience

Urgel Bourgie, 2012 – 2023

Role: Prearrangements and Cemetery Consultant

Responsibilities:

Analyze, define and propose prearrangement or cemetery products

Promote and sell cemetery locations (plots, niches, crypts, etc)

Develop and establish potential clients (groups or individuals)

Follow up with families in mourning

Accomplishments:

Attained more than $ 500,000.00 of sales within 10 months in 1st year

Broke record of best and highest sales of a consultant within one week

Awarded prize of best rookie consultant in 2013

Ranked top achievers in all 10 years, mostly with 1 million sales overall every year

Free Lance Consultant (Pause Plus V.I.P. Inc), 2010 to 2012

Assignment: Bell Canada ..Bell.ca Projects Jan 2011 – June 2012

Role: Business Analyst (reporting to the Bell Canada Project Manager)

Responsibilities:

Analyze, define, and validate functional and non-functional requirements

Formulate and review System Requirement Specifications, use cases and workflows.

Participate in Quality Assurance activities.

Completed Projects:

Bell.ca on line e-bill portal re-vamp / NMO to replace the present website.

TV Downgrade

On Line Device Identifier Changes

Quality Assurance for the IP Relay project

Assignment: Bell Canada, KPI Web Based Portal June 2010 – Dec 2010

Role: Business Analyst

Responsibilities:

Analyze, define, and validate KPI web-based portal functional and non-functional requirements.

Create System Requirement Specifications for new KPI web-based portal

Identified a conceptual design to the new KPI Portal web–based portal

Created mock ups aligned with the system requirements and functionality

Accomplishments

Successful delivery of System requirements to the Bell Development Team

Successful Delivery of mock ups representing the System Requirements to the Bell Development Team

Abilis Solutions November 2006 - June 2010

Assignment: Bell Canada ..Bell.ca Projects Oct 2009 - June 2010

Role: Business Analyst (reporting to the Bell Canada Project Manager)

Responsibilities:

Analyze, define, and validate functional and non-functional requirements.

Formulate and review System Requirement Specifications, use cases and workflows.

Participate in Quality Assurance activities.

Assignment: Virginia DOC Offender Management System Oct 2007 – September 2009

Role: Project Control Officer/Manager (reporting to the Abilis Project Director)

Context: The Virginia DOC is in the process of replacing all of its main offender management systems by a single web-based system. Abilis are providing the complete project team, working through a fixed price bid, to deliver the new system, including analysts, developers, testers, trainers, change management resources and project managers.

Responsibilities:

Overall management of a team including 45 resources

Tracking task progress (MS Project) and collating status reports from team leaders

Management of the Change Control Process/Meeting facilitator involving the Virginia DOC teams

Accomplishments

On-time delivery and production roll-out of the first release (the program consists of five releases – the second is on schedule and going through User Acceptance Testing)

Minimal defects encountered during User Acceptance Testing for the first release. No severe defects encountered in production.

Establishment of a close and productive relationship with the DOC team and management

Creating and applying clear and effective processes between the different project teams

Info Sys Solutions 2008-2009 (Subsidiary of Abilis Solutions)

Assignment: Info-Sys Operational and Support Process Review Evolution

Role: Project Control Officer/Manager /Content Author Integrator (reporting to the Info-Sys VP Director)

Context: Review of the current Info-Sys operational and project management processes to be conducted, with the objective of formalizing and enhancing processes to better align with industry best practices as required.

Responsibilities:

Authoring and integrator for incident and general support within the Info-Sys integrated Service Management Framework (SMF) ( i,e incident Management and ticket processes, issue types, incident status codes, priortization of incident tickets

Coordínate and track issues

Overall process review with concentration mainly on Service Desk Support function

Assess and analyze present mode of Operation

Determine gaps and make required adjustments

Document and Standardize Service Desk Support process and documentation

Establish metrics and determine performances

Measure and improve performance

Accomplishments

Incident Management processes draft complete. Roll out target date in progress and on schedule. On going support to SMF (Service Management Framework) team and Overall Project Manager

Assignment: ACV Web Redesign May 2007- Sept 2007

Role: Project Coordinator (reporting to the Abilis Project Director)

Context: ACV to revamp and replace their present website. Abilis responsible for the functional requirements and development and implementation. Cloudraker responsible for the design. Abilis provided a team including analysts, developers, testers and project managers.

Responsibilities

Assisting the project director in facilitating the requirements and development process.

Coordination between Cloudraker (design) and Abilis on process definition and functional requirements

Scheduling and chairing/facilitating process and functional requirements.

Maintaining a project action register, following up on the status of open items and facilitating requirements documentation.

Accomplishments

Successful implementation of ACV Website between Abilis and Cloudraker

Assignment: Bell Canada GES Data project Nov 2006 - May 2007

Montréal, Québec

Role: Business Analysts/Project Manager (reporting to the Bell Project Manager)

Responsibilities

Coordinating the agreement of a Service Level Agreement (SLA) (3rd level service desk support ) between Bell and a third party vendor (CGI).

Working on the definition of the SLA and process requirements for 3rd level service desk support items .

Scheduling and chairing/facilitating process and SLA meetings.

Maintaining a project action register, following up on the status of open items and creating and completing Business Process Documentation.

Coordinating GeS and process training sessions

Accomplishments

Successful negotiation of GeS SLA and process implementation between Bell and CGI

Successful process and technical training coordination

Successful handoffs of different documentation to the different functional areas

Ceridian Canada 2005-2006

Montréal, Québec

Implementation Manager

Responsibilities

Developing team and service objectives

Plan and direct implementation projects

Accomplishments

National system process transferred to the Quebec Business Unit

Team objectives met and employee evaluations completed within 90 days of joining the company

Questzones Inc. 2005, Ste-Thérèse, Québec

Project and Process Manager

Responsibilities

Prime for Integrated Bell/Questzones IP Portal Processes.

Analysis and Design, Support on Testing, UAT and Implementation for IP /BIB(Bell Internet Brokered/PI VPNP

Support for all client, Presales, Order, Portal and Process discrepancies

Accomplishments

Completed Bell/Questzones Integrated Process within 90 days.

Coordinated and documented Questzones Service Assurance Processes within 1 week time frame.

Bell Canada Career 1974- 2004

Bell Canada/IS/IT

Montréal, Québec January 2004- Dec 2004

District Planning, Communication and Resource Manager

Responsibilities

Create, maintain and monitor processes, guidelines and procedures.

Coordinate and facilitate posting of required resource canvassing within the district.

Pro-actively address resource gapping issues. Develop, coordinate and implement communication strategy.

Monitor and maintain district forecast summaries, reporting and communication district updates

Provide port support and ensure port enhancements and requirements are met

Employee Value, Recognition and District Communications Prime

Accomplishments

Enhanced by 15 % the quantity and quality of curriculum vitae pool by equally highlighting the merits of the organization as well as satisfaction derived from the position being posted.

Reduced screening time by 5 % by re-vamping job description.

Delivered potential candidate recommendations 100 % of time on or before deadlines.

Assembled and oversaw district employee value survey results. Noticeable district results, September 2004 district survey results of 85% satisfaction.

Created an on-line anonymous feedback form so as to encourage additional feedback from employees. Employee participation reached 27 % with 6 months of inception.

Prime coordinator and organizer of a 2-day District Face to Face Conference resulting in a 90% employee satisfaction rate.

2004 Bell Employee Value survey resulted at 83.7 % satisfaction

Bell Canada/Bell Nexxia, IS/IT,

Montréal, Québec, 1998-2004

Business Analyst

Responsibilities

Prime for Presales and Order Entry National Broadband Operations Processes.

Prime for creating National Service Request Template for Broadband and IP Services.

Implemented Broadband Design Package process resulting in a 5% overall interval improvement.

Analysis and Design, Support on Testing, UAT and Implementation for Integrated Order Manager Program (IOM Levels 0, 1, 2 & 3).

Process Team Lead on Integrated Order Management Bell Canada and Local Exchange Carriers Presales and Order Entry Processes for Broadband and IP Services (IOM Program Level 4) for Business Requirements, Design and Analysis phases.

Training and Deployment Prime for IOM Level 4 Implementation of major Change Request for IOM Level 4, enhancing the new Enterprise Order Management tool, giving the capability to process Broadband LEC (Local Exchange Carrier) PVC Requests, positively impacting Bell West orders.

Accomplishments

2003 Employee Recognition Recipient award for Integrated Order Management Level 4.

`Thank You box`` recipient as a result of Team work recognition.

``Recognition of the Month``on various integrated roles with 25 % increase in productivity and content quality as well 62% interval reduction and 300 % spin-off in users increase.

Improved Service Intervals by 5% between functional groups.

Integrated and consolidated multi-functional group processes into one functional group

Bell Sygma,

Montréal, Québec 1993-1998

Consultant

Responsibilities

National support for all existing data and voice integrated systems.

Responsible for developing special functioning solutions to odd gaps in addition to breakdowns in the existing process:

Responsible for providing product related expertise to other business offices when and where required.

Responsible for the coordination of special voice process improvement project and traditional special voice service methods development.

.

Accomplishments

Developed customized solutions for specific external customized requests on a National basis

Provided on line special voice methods for nine voice traditional services in a limited assigned time period. Conducted overall survey which resulted in positive feedback.

Bell Canada,

Montréal, Québec 1979-1993

Client Service Representative

Responsibilities: Responsible for customer data services, customer order issuing and billing, as well as acting as an on-premises Client Service representative with the National Bank of Canada (2 years).

Accomplishments

Actively participated in Bell's evolution into partnership, a first time solution between Bell and its' customers. Implemented first project between ISM, affiliate of IBM and first major project with external account, the National Bank, and a tri-party service control of project services.

A letter of merit for BNC and "Team of Excellence" for CN Project.

6370 Impasse Gouin

Montréal-nord, (QC)

H1G 6L3

Tél: 514-***-****

Cell: 514-***-****

****.****@*********.**

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