Project Management

James Steele **** Linda Drive, Ennis, Texas *****

Home: 972-***-****

Cell: 972-***-****

************@*****.***

SUMMARY

Results oriented business systems analyst with a goal of improving processes, reducing down time and enhancing customer experience.

• Released to 70,000 customers renewals without errors.

• Performed test case automation to reduce testing cycle by 30%.

• Edited test cases to streamline the testing process.

• Developed application via QuickBase to improve cross functional communications.

TECHNICAL SKILLS

QuickBase Business Objects

Microsoft Excel Quality Center

Microsoft Word Remedy

Microsoft Access Team Track

Microsoft PowerPoint Oracle

Microsoft Outlook Siebel

EXPERIENCE

Ennis Independent School District Ennis, Texas 2008 – Present

Substitute Teacher

INTUIT Plano, Texas 1995 – 2008

Business Systems Analyst, Production Support, Infrastructure Operations

 Developed test plans and test cases. Executed test plans, documented results, and reported issues to engineering for correction.

 Created functional specifications and business requirements.

 Created business cases for projects.

 Capable project manager.

 Adapt bridge between engineering and the end user.

Business Analyst, Order Management Team

• Resolved issue escalations.

• Improved business and system processes by working with cross functional teams.

• Developed QuickBase application for issue tracking.

• Reduced issue resolution time for order problems by 25%.

James Steele Page 2

Business Analyst, Order Control Team

• Performed root cause analysis.

• Provided reporting for business unit Vice President (VP).

• Supervised 15 seasonal outbound agents for 2 seasons.

• Trained and monitored agents.

• Handled issue resolution for frontline agents.

Customer Service/ Office of the President

• Achieved and exceeded department goals for renewals and new sales.

• Handled issues escalated to the Office of the President.

• Developed canned communication for email support.

• Administered, serviced, troubleshooter customer accounts.

Call Center Agent Technical Support

• Consulted with customers to address systems issues.

• Handled technical tax preparation questions from customers.

Brookshire’s/Super 1 Foods – Scanning Coordinators 1993-1995

• Performed Point Of Sale (POS) verification.

• Verified pricing

• Comparison competition tracking of pricing, sales and products.

EDUCATION

Bachelor of Science (BS), Abilene Christian University, Abilene, Texas

Certificate of Completion, Project Management Institute

COMMUNITY SERVICE

Wilderness Trek Christian Camp

Juvenile Diabetes Research Foundation Walk

Parent Teacher Organization

We Care & Give Back

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