Business Analyst Senior

Jesus Rodriguez

858-***-****, e-mail: **********@*****.***

www.linkedin.com/in/jesusrodriguezbusinessanalyst

*** ***** ******* ***** ****, AZ 85203

Successfully implementing technology innovations for 15+ years’- I seek the opportunity to support business and technical teams delivering valuable initiatives.

Professional Experience

April 2024- Present Diversified Investments Inc., Project and Operations Manager

San Tan Valley

Supervise two locations approving and processing contract sales and loans.

Document and codify bookkeeping procedures for the firm. Audit and automate accounts payable and receivable. Migrate existing QuickBooks accountancy solution to Oracle NetSuite.

Leverage Scrum methodology to innovate operational use of technology tools and serve as IT advisor. Set up website with online omni-channel support, enhance SEO presence, add social media presence and participation engaging in direct marketing, and connecting key site functions (YouTube, Instagram, and eBay), with SOAP APIs for seamless integrations facilitating sales.

Create Python-based customer surveys, interactive quizzes, and sweepstakes to engage online visitors.

May 2022- Oct 2023 Cognizant Inc., Senior Business Analyst, Contact Service Technology (CST)

Remote

Document key requirements and effectively communicate them to developers as groomed functional User Stories.

Contact Center Business Requirements, Design Use Cases, User Stories, and Technical Specifications supporting technical integrations and web table updates for QA and UAT team testing. Present data analysis with key insights summarized to primary clients.

Design, manage, and develop IVR / Real-time Voice portal integration (call routing, and skills-based agent assignment) with Machine Learning models’ and support- Chatbot solution for the State of Florida.

IVR Data Analysis Reports and Dashboard developer for leadership via advanced MS SQL Server, Azure SQL Database, Data Dog, Splunk dashboard designer, and DataMart. Excel VBA and Tableau friendly charts designed.

Develop and standardize IVR audio files in various languages with Neural Voice (Azure AI).

Update Large Language Model (IBM Watson- LLM) Chatbot for mid-sized Bank/Merchant clients using Spanish text-to-speech service.

IVR Voice rendering with Python, Splunk, and Jupyter Labs notebooks for Azure and IBM Watson.

March 2021- May 2022 Tanisha Systems Inc., Senior Business Analyst, at FiServ Inc.

Remote

Update multi-language, omni-channel scripting, and messaging; execute Python code via Jupyter Labs notebooks per Genesys Cloud solutions.

Advanced data analysis techniques used to model workflows, routing logic, and skills-based agent configuration.

User Acceptance Testing (UAT) using Swagger and Postman solutions testing ServiceNow API integrations with Genesys communication solution.

Document business processes (Data Modelling) per the IVR and existing Chat scripts/prompts.

Design and audit Dashboard and automated reports for Quality Controls using advanced SQL queries for executive leadership. Second-tier data analysis to managers for Key Performance Indicator (KPI) reviews. Report development among various CRM systems using SQL and Tableau.

IVR Voice rendering leveraging Python, Splunk, and SQL query design for requirements traceability.

Aug 2018-March 2021 Medical Leave / Pandemic safety also.

Jan 2017-Aug 2018 Genuent Inc., Senior Consultant at Union Bank (MUFG)

San Diego, CA

Integrated six major workstreams for national banking project, including originations, bank servicing, and legal; captured top-priority project requirements (Genesys augmentations); highly technical in web-development, and in support of compliance, as mandated by regulators (e.g., ADA, SEC, CFPB, etc.)

Project Manager in five mid-category web-based, telecom, and CRM projects supporting the Retail PMO, ensuring overall project vision is met as expected by stakeholders and reporting on progress. Report development among various CRM systems using SQL and Tableau or Excel VBA.

Provide data analytics support on 270+ legacy systems for ‘CRM’ data transformation project.

Dec 2013-Oct 2016 ServiceNow Inc., Senior Business Analyst

San Diego, CA

Senior analyst tasked with implementation of Cisco Unified Communications (UCCE) integrations (Finesse and ServiceNow platform integration), and updates for all global support offices in 5 Geographic regions ($2.5M project).

Develop, manage, and sustain Support Services- Disaster Recovery Business Continuity Plan.

Design key CTI/Cloud application tools for Support Services on the ServiceNow Platform.

Architect call routing for six languages and US government clients with JIRA process modelling.

Report development among PAAS systems using SQL and Tableau or Excel VBA.

Innovated Learning Management System (LMS) training approach into short videos resulting in savings of $500K annually.

Aug 2008-Dec 2013 Environmental Systems Research Institute (ESRI) Inc., Business Analysis Leader

Redlands, CA

Lead analyst on the Genesys and legacy CRM Seibel system to Oracle API implementation for Contact center solutions.

Report development among various CRM systems using SQL and Tableau or Excel VBA.

Lead development for Global Hosted Support Services (global telecommunications integrations).

Provide key JAD (Joint-Active-Design, Data Mapping) and problem-solving meetings with key global stakeholders on multiple system integrations.

Feb 2008-Aug 2008 Toyota Motor Sales Corporate Headquarters, Marketing- Business Analyst

Torrance, CA

Analyze, recommend, and provide key marketing and sales forecasts to executive leadership.

Recommend, develop, and provide custom/ad-hoc senior-executive level analysis with insight findings across all 17 Toyota USA branded models.

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Mar 2007-Feb 2008 Lending Tree.com / HomeLoanCenter.com a Division of IAC., PMO- Telecom Business Analyst

Irvine, CA

Lead Telecom Business Analyst for the Genesys Enterprise project deployment (On-time deployment cost savings approximate $1.5 M).

I frequently interfaced with company leadership and technical teams negotiating IVR change requests, and conduct User Acceptance Testing.

Develop reports using MicroStrategy Crystal reports and DataMart.

Apr 2005-Mar 2007 AIG /21st Century Insurance Company, Strategy Center- Business Analyst/Insurance Agent

Woodland Hills, CA

Developed Annual budgetary (strategic) call center Workforce projections model (staffing cost savings more than $2.8M).

Manage, optimize, and coordinate Genesys IVR and Workforce Management solution improving operational cost and increasing CSAT. Develop reports using MicroStrategy Crystal reports and DataMart.

My direct recommendations provided verified project reduction savings of $4.1M.

Education

University of California, Los Angeles (UCLA)

Bachelor of Arts in Economics

Emphasis on Accounting & Management: Anderson School of Management

East Los Angeles College

Associate in Business, Summa Cum Laude

Emphasis on Accounting and Economics

Certifications & Awards

Federal Aviation Administration

Unmanned Aircraft Systems Pilot- Cert. # 394****-****

Cisco Enterprise Unified Communications Partnership Training

AUCCE System Administration Part II Sep., 2016

AUCCE System Administration Part I Nov., 2015

Six Sigma Green Belt, Certified Scrum Master & Product Owner Jan., 2012

Crucial Conversations; Certificate of Completion Jan., 2011

7 Habits of Highly Effective People: Keynote Training Jan., 2010

Call Center Industry Advisory Council (CIAC) Oct., 2004

Certified CIAC Contact Center Designation: Management Associate

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