IT Business Analyst & Liaison Lead

*************@*****.*** Austin TX, *****, US

512-***-**** www.linkedin.com/in/marquis-cathey-6989133b WORK EXPERIENCE

Business Analyst IT Liaison Team Lead

Texas Department of Health and Human Services

Austin, United States 01/2021 – 08/2025

Served as the primary point of contact and system administrator for statewide medical provider user connection escalations involving IAM OKTA, Salespoint, VAOS SFDC, IMMTRA2 SQL, and Syntropi APIs. Diagnosed and resolved API publishing errors, SQL batch synchronization issues, SFDC activation problems, and complications with SailPoint Birthright rules. Facilitated the onboarding process for new users from regional and local health departments, as well as central office users.

Acted as the primary admin contact for annual statewide reenrollment connection issues impacting over 10,000 users, collaborating with the CDC and Medicaid team to gather updates and policy changes for compliance purposes.

Led bi-weekly user connection issue office hours, fostering open communication for stakeholders, and conducted contract reviews of CONWIG, COVID-19 bridge, and program proposal applications. Facilitated weekly meetings with upper leadership to discuss potential proposals and funding sources. Coordinated bi-weekly meetings with developers and stakeholders to analyze bidder responses from vendors to determine whether system functionality issues constituted enhancements or misinterpretations of requirements. Spearheaded the formulation and execution of change management strategies aligned with capital projects using PROSCI methodology.

Conducted stakeholder analyses and impact assessments, developing targeted communication plans to enhance agency-wide adoption of new systems.

Collaborated with grants and program teams to integrate awarded funds effectively into ongoing initiatives, organizing daily, weekly, and monthly sprint planning meetings. Coordinated activities with IT vendors and business stakeholders during sprint cycles, including epics, user story grooming sessions, and kickoff meetings, ensuring clear communication on requirements and deliverables. Designed and oversaw User Acceptance Testing (UAT) for development phases, including timeline setup and coordinating feedback from stakeholders.

Marquis Cathey

Business Analyst

Driven Business Analyst with over 9 years of experience in optimizing operational processes and enhancing stakeholder communication. Expertise in analyzing system functionalities, change management using PROSCI methodology, and conducting impact assessments to ensure seamless project integration. Successfully contributed to initiatives that increased KPIs by 3% to 5%. Passionate about leveraging analytical skills and comprehensive technology knowledge to support organizational growth and improve system efficiencies in a dynamic environment. Senior Behavioral Quality Data Analyst, Business Analyst, and Insights Charter Communications

Austin, United States 08/2017 – 12/2020

Gathered business requests from C-suite executives, including EVP, SVP, GVP, and VP levels related to business escalations.

Conducted daily meetings with the SVP of sales and retention to create tailored call center quality workflows across all divisions.

Participated in and led annual CapEx buy-in meetings focused on sales and retention strategies valued at $60 million.

Delivered five custom insights annually for sales and retention, contributing to a KPI increase or decrease of 3% to 5%.

Developed ten teasers per year for future insights, crafting a custom call library while ensuring compliance with CPNI regulations.

Managed weekly and monthly work assignments alongside daily stakeholder meetings to ensure alignment and progress; validated queries across sales, retention, billing, mobile, and repair. Performed weekly audio and video mixing and mastering for quality assurance and training. Served as the new hire onboarding coordinator for the Austin site, conducting ongoing training refreshers. Facilitated weekly calibration meetings with stakeholders to ensure consistent quality standards. Presented weekly insights readouts to summarize findings and recommendations, fostering an informed team environment.

Coordinated weekly coaching sessions with supervisors to enhance overall team performance. Conducted monthly meetings with line-of-business VPs to report on progress and outcomes, serving as the system administrator for the Nexidia platform.

Product Line Manager Assistant and Sales Liaison

DELL

Round Rock, United States 11/2016 – 08/2017

Participated in daily meetings with upper management to assess SKU maintenance and operational effectiveness.

Analyzed daily performance metrics through KPI, AD HOC, and SLA reporting to inform strategic decision- making.

Collaborated with the marketing department to evaluate the effectiveness of sales campaigns and worked closely with the engineering team to facilitate new product launches. Engaged with logistics teams to streamline product launches and address backlog issues effectively. Conducted comprehensive process reviews with sales operations to identify areas for improvement in customer service operations.

Executed advanced Excel reporting utilizing VLOOKUP, HLOOKUP, macros, and pivot tables for data analysis. Reviewed third-party business contracts and addressed inquiries to ensure compliance and post-sale clarity. Utilized the Domino dashboard for ongoing SKU maintenance and updates, ensuring data integrity. Inside Network Sales Specialist for K-12 E-Rate

DELL

Round Rock, United States 06/2014 – 11/2016

Managed sales for regions including North Texas, Arizona, Nevada, Washington, Northern California, Idaho, and Washington D.C.

Achieved a hit rate of $3.5 million, demonstrating strong sales performance. Reviewed and analyzed E-Rate 470 contracts for compliance and appropriateness. Evaluated E-Rate RFP and RFQ requests to determine potential vendor lock situations. Conducted thorough reviews of RFPs to assess whether third-party hardware or software was required. Created comprehensive statements of work for E-Rate responses, collaborating with Dell OEM and third-party products.

Gathered information through walkthroughs to create PSOW documentation for bids, ensuring clarity and detail. Prepared bill of materials for E-Rate responses to ensure accurate project scopes. Conducted pre-bid walkthroughs to assess project requirements with customers, ensuring alignment on needs. Presented finalized proposals to both inside and outside sales teams for bid responses. Channel Sales Deal Desk and Contract Analyst

DELL

Round Rock, United States 01/2013 – 06/2014

Reviewed all channel partner registration deals exceeding $15,000 across the Dell product portfolio to ensure compliance.

Onboarded new channel partners to contract frameworks for federal, state, and local government projects. Assessed partner requirements for international shipments and customs compliance based on EAR and OFAC regulations.

Evaluated channel partner deals in response to federal, state, and local government RFQs and RFPs, ensuring compliance with regulations and standards.

Acted as the system administrator for OPDOTS, managing user onboarding, access controls, account settings, and security measures.

Managed escalations from channel partners regarding registration disputes, providing resolutions in a timely manner.

Participated in daily meetings with sales, marketing, and development teams to enhance functionality of the Dell Sales Force portal.

Engaged with marketing to ensure campaign effectiveness while strategically aligning with product demand forecasting.

Monitored demand consumption rates and provided proactive warnings and mitigation options regarding supply issues.

Demand Allocation Execution Specialist

APPLE

Austin, United States 07/2011 – 12/2012

Analyzed logistical backlog data against allocation directives to optimize resource distribution and ensure timely product availability.

Resolved sales inquiries promptly regarding allocation management, material maintenance, and backlog transfers utilizing SAP systems.

Assessed available supply against customer orders to determine the most efficient actions to meet demand. Negotiated semiconductor bulk buys and strap purchase agreements to support procurement efforts. Provided program support to meet operational metrics, executing allocations effectively to align with revenue goals.

Created custom macros in SAP and SQL to streamline automation and increase efficiency of allocation processes.

Reviewed large B2B contracts for compliance and obligations, ensuring operational readiness and alignment. Conducted advanced Excel reporting using VLOOKUP, HLOOKUP, macros, and pivot tables for enhanced data visibility.

Sales Operations Analyst, Business Analyst, and Acquisitions Team DELL

Round Rock, United States 01/2008 – 12/2012

Led change management integration processes for onboarding newly acquired companies through Business Process Re-engineering, enhancing compatibility with Dell's operational practices. Standardized procedures across acquired entities to ensure adherence to Dell's practices and policies. Conducted UAT testing on newly integrated software solutions, ensuring performance metrics and compatibility standards were met.

Organized Joint Application Design (JAD) and grooming sessions with stakeholders from acquired companies to align project objectives and expectations.

Coordinated tech activities with IT vendors and business stakeholders during sprint cycles, ensuring alignment with project objectives and final requirements.

Facilitated cross-functional sessions to refine project requirements, fostering communication and collaboration across departments.

Established train-the-trainer sessions to educate internal teams on new processes and tools, enhancing overall efficiency and effectiveness.

Developed an internal FAQ page for easy access to vital information, improving user knowledge and support. Distributed newsletters to internal users, keeping them informed of updates and initiatives. Conducted onboarding introductions with product line managers for the internal sales team, ensuring smooth transitions for acquired companies.

Established new sales channels and segmentation strategies for newly acquired entities to maximize operational effectiveness.

Collaborated with legal teams to finalize contracts for newly acquired businesses, ensuring compliance and operational readiness.

Worked with pricing and margins teams to develop new frameworks for revised pricing structures post- acquisition and supported sales during integration processes. Workflow Analyst Perot Services Accent Health

DELL

Round Rock, United States 02/2007 – 01/2008

Transitioned to a new position within the organization, enhancing responsibilities and technical skill sets. Oversaw integrity assurance of project data, managing data extraction, processing, and analysis to inform business decisions.

Diligently collected data for database usage while conducting research to enhance operational effectiveness and strategy.

Engaged directly with clients and stakeholders to identify business intelligence needs, gathering critical information effectively.

Administered database system design and security processes to ensure data integrity and confidentiality. Accurately coded variables from source information and 成 necessary statistical analyses to yield actionable insights.

Prepared presentations and monitored database performance to ensure operational excellence and reliability. Conducted thorough data analysis and statistical reporting, interpreting results, and providing detailed summaries of findings.

Engaged in discussions around data collection methodologies and study designs for future projects, improving data-driven insights.

Analyzed the impact of IT on operational processes, ensuring workflows and policies were optimized for efficiency.

Coordinated workflow redesign efforts to enhance processes across departments while reviewing compliance across significant contracts.

Provisioning Account Specialist and Network Engineer MegaPath

Austin, United States 01/2005 – 01/2007

Utilized a Telco CRM dashboard to evaluate available services for customer requests effectively. Reviewed requests from sales representatives to assess feasibility and ensure customer needs were met. Provided tailored networking solutions based on thorough assessments of customer requirements. Created detailed Statements of Work (SOW) quotes for outside sales teams, focusing on account payables through SQL.

Analyzed daily metrics and effectively communicated financial and operational achievements through reporting frameworks.

Conducted advanced Excel reporting utilizing VLOOKUP, HLOOKUP, and macros for improved data precision and visualization.

Reviewed B2B contracts, ensuring compliance and readiness for operational execution. Tier 2 Escalation and Reporting Accounts Payables Analyst TXTAG

Austin TX, United States 05/2002 – 05/2005

Managed Tier 2 escalations as a Reporting Analyst, focusing on administrative operations within the toll CRM dashboard, ensuring effective issue resolution.

Developed solutions for large account escalations, driving customer satisfaction and operational efficiency. Analyzed daily performance metrics from KPIs, SLAs, and financial reporting to continuously inform improvement strategies.

Reviewed substantial B2B contracts, ensuring strict compliance with financial and operational standards. Conducted meetings with marketing teams to evaluate campaign effectiveness and compiled reports to track accountability.

Initiated proactive outreach to customers with account shortfalls, addressing concerns and resolving issues effectively.

Delivered custom SQL queries for tracking shortfall accounts, enhancing visibility and reporting capabilities. Performed advanced Excel reporting including VLOOKUP, HLOOKUP, and macros to drive data analysis and operational insights.

TIER 2 ESCALATION

HARTE HANKS

Austin Tx, United States 03/1999 – 04/2003

Answered inbound customer calls for billing inquiries, repair requests, fire damage claims, and international concerns, effectively resolving customer complaints. Handled escalation calls addressing billing, repair, connection, and fire damage issues, ensuring prompt resolutions.

Developed policies to close performance gaps identified through investigations and analysis of data reports. Coordinated workflow reviews to redesign processes for enhanced efficiency and outcomes. Analyzed the impact of IT on work processes, policies, and procedures to improve operational effectiveness. Conducted advanced Excel reporting utilizing VLOOKUP and HLOOKUP techniques for data analysis. Reviewed significant business contracts to ensure compliance and operational alignment. Sales Lead

MCI

Austin, United States 05/1998 – 05/2002

Improved sales performance gaps by analyzing data reports and underlying causes. Coordinated process reviews and redesigned workflows to optimize efficiency and output. Managed and provided data that supported decision-making and outcome management to enhance sales strategies.

Compiled and ran daily shortfall reports for operational monitoring. Recognized as a top sales representative within the top five percent of the sales team based on performance metrics.

Achieved an average win rate of 39% in competitive scenarios. Created SQL custom queries for analyzing shortfall accounts, facilitating improved visibility and response. Executed advanced Excel reporting utilizing VLOOKUP, HLOOKUP, and macros for data analysis. EDUCATION

BA - Computer Technology and Mathematics.

DeVry University

Austin Tx, United States 01/2006 – 05/2010

associate's degree - COMPUTER TECHNOLOGY, Computer Technology and Reporting. Austin Community College

Austin Tx, United States 01/2002 – 05/2005

SKILLS

CERTIFICATES

Scrum Master

PMP

Lean Six Sigma Green Belt

Microsoft Dynamics CRM API management SQL API Excel Data Mining Database administrator Queries validation Reporting Analytics CRM Dynamics CRM D365 Visio MS Project JIRA ERP Microsoft Access SAP Communication Project Management Account manager Agile Documentation Requirements Gathering Testing Post-Implementation Support Organizational Skills Interpersonal Skills Marketing Sales Customer Service Technical support

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