Career Summary

Business Analyst with 7+ year’s relevant experience in requirements analysis, UI design, development team support, quality center management and project documentation. End to end SDLC project traceability experience on Multi-Million dollar enterprise process improvement and merger initiatives. Ability to manage and communicate project risk issues across multiple project teams & with multiple stakeholders.

Work Experience

Business Manager (Contract Consultant)

7/2005 - Present. USAA, Enterprise Business Organization (EBO), San Antonio, Texas

§ Review and Analyze “Voice of the Customer” interviews, expert evaluation feedback and refine business and system requirements for new enterprise tool developed to eliminate misdirects and reduce service rep call transfer time by 50%.

§ Facilitate group and individual sessions with SMEs to refine requirements and to develop use-cases.

§ Develop Change Management Procedures and Guideline documentation for the call center management team.

§ Assist with the development the analysis and design for Admin tool to manage change process for the service rep tool.

§ Develop Admin tool training module and Job Aid for tool administrators for managing change requests.

Lead Requirements Analyst (Contract Consultant)

3/2005 - 6/2005 Cingular Wireless, Richardson, Texas

§ Analyze current processes; define business requirements, develop system use-cases & define release plan 2005 for new middleware fallout support application based on needs assessment.

§ Analyze Activations vs. Fallout Error statistics logs and reports to establish baseline measures for resolution activities and processes.

§ Work with Database Administrators to provide dashboard outage visibility to help monitor and resolve fallout orders by > 50% in first year.

§ Develop methods and procedures documentation to support a proactive error monitoring system – based on incident management methodology. Reduce activation processing times and transaction error rates experienced by retailing partners by 75%.

Snr Business Analyst (Contract Consultant)

04/2004 - 2/2005 Connect2Africa Ltd, San Francisco, CA

§ Facilitate the identification and documentation of business requirements, processes and needed operational procedures.

§ Facilitate meetings with Business & Subject Matter Experts on Information Technology initiatives, train local staff and provide business direction towards achieving success in the global ecommerce marketplace. Implemented core business development initiatives and exceeded measurable objectives set for revenues targets by over 200% in first 12 months, while cutting company’s production costs by 30%.

Business Solutions Architect

10/2000 - 03/2004 Verizon Information Technology Group, Irving, Texas

§ Facilitate meetings with ~10-12 business groups for identifying requirements and to review needed procedures for provisioning Advanced Data Services for Enterprise Customers. Provide lead support for requirements clarifications to the development team, business teams and other stakeholders. Completed five full lifecycle projects under tight deadlines and pressure, meeting commitments to team and customers improving customer service by ~ 70%

§ Developed system requirements, analysis and design documentation and provided development team support on system functionality and supported the deployment of three major e-business platforms, which supports ~20% of the $7B in annual revenues for Verizon's Enterprise Solutions Group in 2002.

§ Partnered closely with software developers, project managers and other testers and was involved in all aspects of design and implementation with the goal of defining tests and test requirements from the project initiation stages to the implementation stages.

§ Defined and documented test scenarios, test plans and UAT user guide for development team and end users. Performed, validated and documented testing activities using Mercury Test Director.

Business Analyst

6/2000 - 10/2000 Ernst & Young Application Services, Chicago, Illinois

§ Analyst Tool Training on use case design and requirements management using UML and Rational Rose for software development tools. Received Java Language and object oriented language platform training.

Business Support Staff Assistant

9/1998 - 5/2000 Northern Illinois University - Provost Office, Dekalb, IL

§ Provided Information Technology support with student retention initiatives to the office of the Associate Provost, responsible for 8 academic offices at the University.

§ Designed operations support system using MS Access for creating activity reports. Developed departmental websites for three of these offices used by >30,000 Students.

Business Analyst Intern

5/1999 - 8/1999 Household International, Prospect Heights, IL

§ Provided program documentation for customer master accounts relating to Household's acquisition of Beneficial Insurance. Performed cycle updates on promotional accounts.

Graduate Assistant Hall Director

8/1996 - 8/1998 Northern Illinois University - Housing and Dining Services, Dekalb, IL

§ Designed the Residence Hall Homepage and maintained judicial database.

§ Supervised Editorial Committees on WebPages and Hall News.

Production Staff Assistant

5/1995 - 8/1996 Ford Motor Company -Paint, Trim & Assembly, Essex, UK

§ Performed trouble shooting to expedite production efficiency and quality

Education

8/2000 Northern Illinois University, Dekalb, IL

§ Master of Science in Management Information Systems, emphasis: Economics

6/1994 University of Essex, Colchester, Essex

§ Post Graduate Diploma in Development Economics

Summary of Skills

Business Case Justification, JAVA Platform , QA Testing, Requirements Management, Software Analysis and Design, Business Process Engineering, CMM Experience.