Customer Service Program Management
Resume:
Scott K. Fukuda
*********@*****.***
https://www.linkedin.com/in/scott-fukuda-64a7685/
SUMMARY
Scott Fukuda has an excellent technical background providing over 25 years of experience in the industry with a primary focus on implementation, customization, and support of mission critical applications. Scott has worked in both collaborative and independent environments and prides himself on his attention to detail, organization, technical ability, and a superior level of customer service to the user community. Adept at delivering complex, cross-functional projects, designing innovative systems solutions, and collaborating with stakeholders to align business objectives with technology strategies. Proficient in Agile methodologies, program management, and leading transformational initiatives, with a proven ability to work in fast-paced environments and navigate ambiguity.
TECHNICAL SKILLS
Systems Analysis & Design: Requirements gathering, workflows, process analysis and visualization, and technical specifications development.
Project & Program Management: Expertise in managing complex, global initiatives, portfolio management, and risk mitigation.
Tools & Technologies: Jira, Confluence, SharePoint, Microsoft Teams, ServiceNow.
Leadership & Collaboration: Strong communication, stakeholder engagement, and team-building skills across diverse global teams.
Databases: SQL Server, MySQL, and Oracle.
Programming Languages: T-SQL, HTML, PL/SQL, Crystal Reports
Development and Test Tools: Visual Studio, Microsoft Office Suite, JIRA
PROFESSIONAL EXPERIENCE
State of Washington
Department of Natural Resources
Senior System Analyst 11/2023 – 05/2024
Provided analysis of requirements for conversion of a legacy application to Workday financials
Met with end users several times to gather and refine requirements to drive the final Workday configuration. Using these, created a requirements document for the configuration team.
Acted as liaison between the end users and the technical team ensuring full understanding of the needed configurations.
Collaborate with architects to develop and implement technology strategies aligned with business objectives and growth.
Lead cross-functional global projects, including capacity management, resource planning, and dependency management, ensuring seamless delivery.
Gather and document technical and business requirements, translating them into actionable system designs and specifications.
Design and implement scalable systems, conduct testing, and resolve issues to ensure alignment with organizational needs.
Participated in BABOK training.
University of Washington
Senior Business Analyst 2/2022 – 11/2023
Participated in the university’s migration to Workday from FAS, a legacy financial application
Coordinated the university’s migration to the Docfinity EDMS product from the JD Edwards product
Managed IT operations and architecture projects, driving solutions for capacity planning and dependency management.
Conducted thorough system testing, validation, and troubleshooting, ensuring high-quality system performance.
Spearheaded system integration projects, aligning solutions with business objectives and user needs.
Provided technical leadership and mentorship to junior analysts, enhancing team skillsets and project outcomes.
Functioned as the lead business analyst on the internal billing remediation project
Utilized JIRA to track and resolve a variety of issues
Led meetings with the end users and tracked requirements to be incorporated into the final Workday configuration using a shared spreadsheet everyone could review.
City of Kent, Kent, WA 4/2007- 1/2019
Senior Systems Analyst
Functioned as the system administrator for the Class application for the Parks department.
This included maintaining security profiles, creating new user accounts, and scheduling system updates,
Implemented and supported multiple enterprise software applications running on a SQL server backbone
Resolved tier II and tier III support issues. Several of these were tracked using the Service Now ticketing product.
Created user guides and other operational documentation for Kent specific configurations of products.
Functioned as project manager and primary developer designing and implementing the current probation defendant tracking application utilizing SQL Server backbone. This implementation was executed using a COTS product, LawBase.
Led and managed the deployment of the city’s POS application. As part of this effort, ensured PCI/DSS credit card compliance for the city's cashiering operations. This was also an ‘outside the box’ implementation of the COTS product, Class.
oMet and worked with the city auditor to ensure financial reporting and procedures were followed per state law
oInterfaced with the permitting and utilities applications
Led multiple meetings to gather requirements from end users to incorporate into the application. This ensured the technical team had clear direction for development.
Initiated, implemented, and managed a rotating inventory process for the Kent Fire group
Implemented a new inventory tracking application for the Riverbend Golf course
oThis involved verifying current inventory and making appropriate adjustments
oMigrating existing data
oCreating procedures to ensure continued data correctness
Developed and conducted classes for utilizing various software applications
City of Bellevue, Bellevue, WA 9/2003 – 4/2007
Senior Systems Analyst
Implemented and supported multiple enterprise applications throughout the city
Created user guides and other operational documentation for city specific configurations of COTS products.
Designed and implemented IT solutions to meet diverse client needs, focusing on scalability and reliability.
Implemented the Parks registration (Class) and reservation application using CITRIX and SMS
This application tracked student registrations and course curriculum for the Parks department. Pre-requisite courses and suggested subsequent courses were also configured.
Managed and led the design and deployment of the city’s POS application.
oWorked closely with the financial department to confirm financial reporting standards were met
oInterfaced with the permitting (Maximo) and utilities applications
Led several end users meetings to gather requirements to be incorporated into the final configuration of the POS application.
EDUCATION
Bachelor of Business Administration - Management Information Systems from University of Houston August 1988
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