Senior Business Analyst & Agile Leader

ULISES M. MUÑOZ

Calumet City, IL ***** *********@*****.*** 708-***-**** linkedin.com/in/ulisesmunoz SENIOR BUSINESS ANALYST SCRUM MASTER (PSM I) PRODUCT OWNER (PSPO I) Agile Transformation E-Commerce Operations IT Systems Integration Real Estate Management Results-driven Senior Business Analyst and Agile Leader with 17+ years directing cross-functional teams, process optimization, and data-driven decision-making across e-commerce, IT, real estate, and marketing. Expert in Agile/Scrum, requirements gathering, stakeholder management, Jira, Shopify, Salesforce, and SQL. Delivered 420% ROI on product launches, 73% faster release cycles, and 96% sprint commitment accuracy. Fluent in English and Spanish.

TECHNICAL SKILLS

• Methodologies: Agile, Scrum, SAFe, Kanban, WSJF, User Stories, Backlog Grooming, CI/CD

• Tools: Jira (Advanced), Confluence, Asana, MS Project, Visio, Slack, Salesforce (Admin), Shopify, WooCommerce, ShipStation, QuickBooks, SQL Server Reporting Services, Power BI, Excel (VBA, PivotTables, Power Query)

• Languages: XML, ASP, JavaScript, HTML/XHTML, SQL, REST APIs

• Domains: E-Commerce, ERP/CRM Integration, Fraud Detection, Logistics Automation, Real Estate Accounting PROFESSIONAL EXPERIENCE

Integrated Operations Manager (E-Commerce & IT)

Thermal Printer Outlet, Chicago, IL 08/2007 – Present

• Led 20-person cross-functional team through peak-season volume surge; processed 438,000+ orders with 99.98% shipping accuracy using ShipStation automation.

• Hired and mentored 12 staff members; reduced onboarding time 60% via SOP library and Asana training templates.

• Directed vendor negotiations for 8 key suppliers; consolidated contracts to save $420K annually in inventory costs.

• Championed fraud prevention initiative; trained 5 analysts on SQL chargeback forensics, reducing disputes 91% and preventing $1.4M in losses.

• Drove B2B sales strategy; led 6 account executives to close $2.8M in contracts with 92% RFP win rate using Salesforce CPQ.

Scrum Master Product Owner

Cognitive LLC, Chicago, IL 05/2018 – Present

• Led 3 distributed Agile teams (28 developers, 7 POs); scaled to SAFe release train, synchronizing 4 PI cycles and unlocking $4.8M in new ARR.

• Mentored 14 junior developers into high-performing Agile practitioners; improved code quality (SonarQube C

A+) and reduced defects 88%.

• Facilitated stakeholder alignment for 22 non-technical executives; delivered 6-week Agile bootcamp, achieving 100% backlog adoption and NPS 9.4.

• Directed backlog prioritization using WSJF; led product triad to deliver $10.2M in customer value, including

$1.4M fraud MVP in 4 sprints.

• Resolved 94% of blockers in under 24 hours; built Slack SWAT bot that auto-escalated 312 issues, averaging 11-minute resolution.

• Coached SaaS product launch (thermal label add-on); led cross-functional team to $2.3M ARR with 1,200 paid users in 4 sprints.

Property Manager

Fry Street Management, Chicago, IL 05/2012 – Present

• Managed 42-unit portfolio ($18M AUM); led maintenance team of 5 to achieve 98% occupancy and 87% renewal rate.

• Supervised vendor contracts (HVAC, plumbing, landscaping); renegotiated terms to save $108K/year (18% CPM reduction).

• Led tenant relations program; trained 2 support staff on HappyFox workflows, boosting NPS to 4.9 and reducing move-outs 34%.

Marketing Operations Manager

Exceed Inc., South Holland, IL 05/2005 – 07/2007

• Led 8-person marketing ops team; built closed-loop attribution model proving 68% of pipeline from marketing

($225K uplift).

• Directed website relaunch project; coordinated web dev, content, and SEO teams to drive +180% traffic and

+340% leads.

EDUCATION

Bachelor of Science in Business Administration

Robert Morris University, Chicago, IL Graduated May 2011

• GPA: 3.31/4.0 Dean’s List

KEY COMPETENCIES & KEYWORDS

Business Analyst, Scrum Master, Product Owner, Agile Coach, Jira Expert, E-Commerce Manager, Operations Leader, Salesforce Admin, SQL Developer, Process Improvement, Stakeholder Engagement, Requirements Analysis, Backlog Management, Sprint Planning, CI/CD, Fraud Prevention, Inventory Optimization, Real Estate Operations, Revenue Growth, Cross-Functional Leadership, Team Development, Vendor Management, KPI Dashboarding, User Story Mapping, Release Planning

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