IT Project Manager Business Analyst
Resume:
Amina Cassini
IT Business Analyst Project Manager Customer Centric B2B B2C
Lincoln, NE 68506
PROJECT ROLES
Customer Representative CX
Content & Copywriter
E Commerce
Chat-bot Conversational Design
SEO / UX
B2C B2B B2G
IT Business Analyst
Project Manager
TOOLS/METHODOLOGIES
Microsoft Office, Project, Visio, SharePoint, Proprietary software, OneNote, DevOps, Teams, Slack, Adobe, Google Docs,
Agile, Scrum, Waterfall, SDLC, PDLC, Process flow diagrams, POC, SEO Rush, SEO Meta One Click
INDUSTRY EXPERIENCE
Department of Labor - Unemployment,
Department of Transportation,
Department of Education,
Department of Environmental Quality
Agriculture
Computer Software Companies
Private Business
EDUCATION
University of Nebraska - Bachelors
State University of New York (S.U.N.Y) at Buffalo – CO, WY, UT – American Writers & Artists, Institute
CERTIFICATIONS
Chat-bot Marketing Specialist 2021
Search Engine Optimization (SEO) for Websites 2020 Content Audit Specialist for Websites 2020
PROFESSIONAL EXPERIENCE
Customer Service and Front Desk
Reserve Network (seasonal) - Lincoln, NE
September 2023 to August 2024
• Routing messages to proper management or department for service
• Administer functions and ongoing changes through various software applications
• Administrative work via email and web to process customer
• Research customers’ needs and problems to make effective decisions for resolutions to build customer loyalty and integrity.
• Worked with systems and teams across organizations related to role
• Documented actions and situations for customer needs and work product
• Worked on various special assignments within time limits.
• Answering calls and directing to appropriate area
• Brochures and other literary material prepped for public Property Management Assistant
Advantage Staffing (temporary) - Lincoln, NE
April 2023 to June 2023
• Greeting customers
• Administrative work
• Answering phone and routing messages to proper management
• Entering customer information into software applications
• Documentation of customer calls, maintenance, and other property-related tasks
• Making calls to residents regarding various issues Copywriter Freelance Writing project
Remote
June 2022 to June 2023
• Content/web-page creation
• Focused on Customer-centric UX (user experience) for application improvements. Made suggestions for improvements to the copy.
• Website improvement of copy-flow to audience
• Maintained micro-copy and product documentation.
• Conversational writing to guide users through product features
• Help set the tone of the brand.
• Used customer-UX language to reach the audience.
• Reviewed UX for improvements
• Managed essential product development tasks, presented meetings, communicated with various contributors. Managed process changes and training E Commerce
ADVANTAGE Staffing Agency via AKRS Agricultural Company - Contractor - Lincoln, NE December 2021 to March 2022
• E Commerce – Content / Copy creation - Documentation
• Building web pages, B2B, Metadata titles, SEO, proofed – edited other copy.
• Work closely with the project team to assist in product catalog using Salesforce.
• Used customer-centric UX language to reach the audience. Help set the tone for branding.
• Conversational writing to guide users through product features
• Updating photos with Photoshop for the website
Business Operational Analyst Documentation (Temporary Contract) NE SOS Program NE Department of Education - Lincoln, NE April 2021 to June 2021
• Worked closely with accounting for contract development
• Met regularly with S.M.E.'s and I.T. for application improvements of digital content
• Defined functional content to meet guidelines to align with organizational vision
• Updated and enhanced the educational material for the departments' intranet website to achieve an overall consistent look and feel. Copywriter- Freelance Writing Project
Remote Florida
July 2020 to December 2020
Worked as part of a Green Team for Dunedin's Resilient Environmental Action Master Plan
(D.R.E.A.M.), and wrote content for sustainability for the City of Dunedin, FL.
• Requirement gathering efforts for a sustainability program for the City of Dunedin, FL
• Met with team members to discuss sustainability efforts for city improvements
• Prepared documentation based on research and customer ideas for the city improvement process - Customer-centric
• Wrote content to be presented to D.R.E.A.M. Team and Stakeholders to review the Tree Canopy and Tree Planting program.
IT Project Manager Business Analyst - Contractor Charles Scott Enterprises, Inc & NDOT Business Technology Support Division - Lincoln, NE January 2020 to June 2020
• Experienced with Requirements gathering for both: functional and technical requirements for multiple departments using Agile methodologies to gather requirements
• Maintained micro-copy and product documentation.
• Conversational writing to guide users through product features o Project planning, design/requirements analysis, meeting with the development teams, front-end testing, deployment/implementation, status meetings, status updates, and risk mitigation.
• Utilized scrum processes: sprint planning, storyboards, and daily stand-ups meetings
• Created and maintained weekly notes, action items, and status reports
• Experienced in creating process diagrams for "current" and "future state" processes
• I developed documentation for the following Projects: o Smart form Application for N.E.P.A. (Nebraska Environmental Protection Agency) o Flood Task Force - N.D.O.T.
o Mockups for a phased approach to a revised application – N.D.O.T. o Process Diagrams developed for a phased approach o Focused on Customer-centric, UX (user experience) for application improvements
• Coordinated activities related to Software applications within Full SDLC / PDLC, Agile, Scrum, and iterative projects
• Partnered with development teams and stakeholders to define required documents
o Wrote, managed, and maintained: Project charters, business software requirements, specifications, technical and functional specifications, change procedures, test cases, use cases, user stories, and meeting notes.
• Created: Users Stories, Product Backlog, Epics, and Features using Azure DevOps
• Tracked project plans, and schedules and communicate with management, clients, and application developers about the business requirements and development of business process solutions
Records Indexing (Contractor)
Nebraska Department of Environmental Quality and Nebraska State Patrol - Lincoln, NE January 2016 to April 2018
• Worked on a record modernization project for Electronic Records and library indexing
• Engineering documents, files, and maps converted into electronic format for a state database for public indexing
• Created requirements for documentation indexing using Real-time digital scanning and indexing content to interface with existing applications and State Domain.
• Preparing documents for digital and database management applications IT Project Manager Business Analyst
Geographic Solutions Inc - Palm Harbor, FL
December 2013 to October 2015
Project Management for a Multi-million-dollar project for the Department of Labor: Louisiana and Tennessee
• Met with development teams and stakeholders to define required documents
• Maintained micro-copy and product documentation.
• Conversational writing to guide users through product features
• Requirements gathering and design, including creating process flow diagrams and documentation related to project direction and contract requirements.
• Worked with the Client – Tennessee Department of Labor onsite for Analysis and Design of deliverables for a multi-million-dollar project. o Created process flow diagrams for Onsite training with the Client o Presented to the Client the current system and "to-be" system for review and modifications
• Experienced with Agile and Waterfall Methodologies. Scrum meetings, sprint planning, tracking, global organization communication o Monitored day-to-day progression of project direction Based on Request for Proposal
(R.F.P.), Including contract deliverables, documenting technical and functional requirements, contract timeline, and customer expectations. o Worked within QA/QC applying knowledge of the full SDLC/PDLC, o Customer-based training to get them familiar with the application Customer-centric, UX (user experience) focused on application improvements
• Experience with the testing process across multiple departments for software quality assurance/ quality control processes on all assigned projects.
• Managed requirements, (UAT) User Acceptance Tests, user deployment preparation, training preparation – train the trainer,
• Created: Test Plans, Test Cases, and Users Stories Executed tests and managed UAT)
Life Cycle Requirements Analyst Business Analyst Product Owner - Contractor Veteran's Health Administration - Bellevue, NE September 2011 to January 2013
• Experience with the Veterans Health Administration's Project Management Accountability System (P.M.A.S.), PRO PATH
• SDLC methodologies used: Agile, Scrum, waterfall, and iterative on projects.
• Gathering requirements, documenting, design and analyzing the process for target goal.
o Agile methodology used in project planning, design/analysis requirements,
• Rapid Process Improvement (R.P.I.), such as current and future state "as is" and "to be" workflows, analysis, and documenting project matrix, Analyzed, documented existing business processes, and proposed modified or new business improvements based on risk assessments, managed change process, o Process Engineering of current and future state project direction Created process flows diagrams for current and future state, "as is," "to be" flows, as well as proof of concept (P.O.C.)
• Analyze, evaluate, and technical process solutions for a pilot project, Documented and tracked, and communicated through the department, and specific the documentation and process for global organization communication
• Shared with management, clients, and application developers about the business requirements, functional and technical process solutions
• Training Development and Instructional Design using PowerPoint and Visio
• Created and maintained support material, PM weekly notes, action items, status reports, and support material posted on SharePoint.
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