Business Analyst -Customer Service

Updated – Retired well rounded Systematic IT professional leading the deployment of defect-free updates and supporting consumers with updates. Experience in collaborating with dev ops, development, quality assurance and business analyst teams to achieve customer expectations with a goal of making new/updated software a “non-event”.

Experience supporting remote consumers with telecommunications, PCs, EDI, and remote access issues.

Experience since retirement 2019

Lowes – Shakopee, Minnesota

-2019 – 2022

-Cashier and Customer service representative.

-Ensuring customer needs were fulfilled satisfactorily.

-Conducting refunds and exchanges

Home Depot – Shakopee, Minnesota

-2022 - 2023

-Customer Service – professional shop

-Customer Service – Rental Dept

IT EXPERIENCE

Optum Eden Prairie, MN August 2009 to November 2019

Release Manager

Supported 12 separate middleware API systems that process over a billion transactions monthly for many applications and host provider systems.

Expanded the RM application coverage from two applications to 12.

Capacity planning ensuring all middleware systems are scaled to handle the anticipated load.

Working with the consumers/business teams to understand their needs and anticipated growth.

Staff of 4 located in the US and India.

Supported over 1k combined system and application updates/releases annually.

Compiled and reviewed progress data in order to assess timelines and project plans.

Work with RALLY/CA Agile, ServiceNow, MS Project, and other apps to monitor progress and schedules for project releases.

Managed the schedules and implementation of product updates and new releases.

Started the process of dry runs for production updates.

Created and implemented release plans for each application.

Defined scopes, managed resources and oversaw schedules in line with stakeholder and project owner specifications.

Brought in additional project personnel and resources to meet demands when needed.

Coordination with several teams of professionals working on diverse IT projects.

Maintained close connection with project personnel and system support to quickly identify and resolve problems.

Communicate schedule and release plans to customers, IT teams, and executive staff.

Conducting release readiness meetings (Go/No Go) with IT and customer/business. Also, determine support and business testing staff needed during and shortly after the release.

Work with the Change Approval Board for approvals needed for releases.

Adhere to schedules and processes to ensure error free functionality during Peak Seasons.

Monitor prod updates after release for proper functionality.

Optum Plymouth, MN, MN August 2001 to 2009

Application Support Manager - IVR Systems

Created, updated policies, information, standards, and guidelines on regular basis.

Crafted diagrams and flowcharts outlining logical operational steps.

Coordinated installation of updated computer programs and systems.

Developed and managed project plans while providing status updates to management.

Supported large DBs to track and report on application usage using SQL.

Create and support automated and ad-hoc application reports.

Staff located in different parts of the USA to support systems.

EDUCATION

Associate of Science: Business, Peirce College Philadelphia, PA

Many other non-accredited classes related to computer science such as ITIL, SDLC, project management, personnel management, Agile, A+, etc.

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