Atlanta, Georgia, United States
Senior Business Analyst with proven leadership skills and nearly twenty years of experience in the software and related services industry. • Unique combination of business, management and technical expertise • Proven ability to effectively manage the relationship between various stakeholders including Sales and Marketing, Service Delivery and IT • Extensive experience gathering, analyzing and documenting software requirements • Recognized proficiency in software system life cycle methodologies and effective techniques for project and service delivery Specialties: Managing multi-disciplinary, globally-diverse teams; gathering and analyzing business, system and user requirements, acting as dynamic host of requirement gathering and design sessions; serving as business and process Subject Matter Expert throughout a project life cycle
Lead the business analysis function for Verizon Telematics Aftermarket/Usage Based Insurance line of business. Responsibilities include partnering with internal and client stakeholders to ensure team delivery of end-to-end solutions to business needs. Results: Increased client satisfaction, increased time to market. Accountable for team delivery of complex end-to-end business operation and function analysis, including ordering, provisioning, and customer maintenance, via customer requirement, use case and business process model development. Results: Complex deliverables are defined clearly and early in the SDLC, which has led to an overall increase in quality of deliverables. Oversee customer requirements gathering, business and functional requirement development, detailed use case and process/system flow development. Responsible for leading group-based requirement definition sessions. Results: Improved on-time delivery and quality of deliverables throughout SDLC.
Successfully launched an ordering web portal to over 3,000 sales, engineering, ordering and provisioning users. The portal replaces manual processes, eliminates duplicate data entry and increases collaboration between teams for Verizon Enterprise Solutions top 10 strategic product offerings. Results: The portal has decreased overall ordering interval by more than 5 days, improved order accuracy by 90 percent, and is saving Verizon over $3.3 million annually via productivity gains. Received award for successfully launching the portal in record time. Project recognized by CIO as one of the top IT initiatives benefiting Verizon in 2012. Responsible for partnering with business and IT stakeholders to define and deliver a new enterprise-wide COTS tasking and ordering infrastructure to meet Verizon Enterprise Solutions strategic Quote to Cash transformation initiative. Led global analyst and development teams to deliver 3 streamlined and optimized products in the new framework. Results: Significant reduction in human contact with customer requests throughout life cycle. Improved collaboration between sales, engineering and service delivery teams. Measurable time reduction from customer request to service installation and first invoice. Conceptualized, defined and delivered an enterprise wide order entry simplification strategy that transformed legacy systems into a more efficient and scalable suite. Responsible for managing worldwide staff in charge of all aspects of the simplification strategy from concept through center roll-out. Results: Enterprise ordering average handling time decreased by 6.7 million minutes annually, resulting in a $4.5 million annual savings for the business. Project recognized by CIO as one of the top IT contributions benefiting Verizon Enterprise Solutions in 2010.
Managed team of five Business Analysts/Domain Architects responsible for engaging with internal customers to analyze user requirements for Verizon Business' enterprise web based ordering application. Responsibilities include collaborating with business units from all areas of Verizon Business as well as IT to define a project approach, while rationalizing the approach with overall IT strategy. Analysts also act as business, technical and process Subject Matter Experts throughout the life cycle of a given project. Results: Projects are well defined early in the Software Development Life Cycle (SDLC) which has led to an increase in quality of deliverables throughout the SDLC. Responsible for collaborating with business units throughout Verizon Business to ensure business needs are being met while IT strategy is implemented. Results: Quarter-over-quarter successful releases based on creation and implementation of best practices. Responsible for teaming with development managers to determine bandwidth for a given software release, and working with the business to scope each release according to project priority and available resources. Results: Volume of projects developed for each release more than doubled. Responsible for hosting design sessions with stakeholders to determine solutions that effectively meet the needs of the business while remaining cost-effective. Results: Well defined project that are less likely to run into issues during SDLC, increased user satisfaction, assurance that approaches are within IT guidelines. Improved delivery and quality of software. Restructured Business Analyst team to better fit SDLC by creating specialized teams for assessment/approach/scope definition; authoring functional specifications; and verifying code readiness. Results: Improved on-time delivery and quality of deliverables throughout SDLC. Received award from CIO for implementation strategy
Responsible for designing new products and enhancing existing features of web-based order entry system for multiple Verizon business units. Elicit and analyze user requirements and business rules, define database needs, data mappings and transformation rules for reconciling data as it moves between systems. Author functional specifications, use cases, process documentation, user interface design, and manage user expectations, in fast changing and rapid-paced development environment. Results: Increased feature complexity, standardized GUI, decreased re-work. Lead design effort to introduce inductive navigation model for sales order entry system. Defined general strategy so that screen flow and appearance is dictated by decisions made early in the order process. Adopted screen design standards to ensure screen contents suit tasks and screen purposes are self-evident; use of consistent screen templates and common controls; auto-fill data fields; provide immediate user feedback. Results: Tool enjoys high user satisfaction due to consistent screen design and task driven model that provides significant reduction in time to complete orders. Guide system integration project of top five volume products. Results: 80% reduction in human intervention with orders. Successful automation of orders from order entry system to downstream provisioning, billing, and reporting systems.
Designed more than 100 new screens and implemented more than 300 product enhancements over five-year period. Results: Implemented many ordering solutions for the business, received multiple Ovation awards for outstanding contributions to organization.
Led application support team providing twenty-four hour system support for GTE Wireless Products and Services cellular billing system. Gathered and documented information on client issues to provide solutions. Interfaced with all departments including Customer Care, Marketing, Finance and Financial Services. Acted as liaison between the client and the IT department. Results: Decreased time from when product issue reported to when resolved by more than 60%. Created requirement documentation, developed working business designs, and built solutions using SDLC. Results: Received multiple achievement awards for outstanding performance in software development. Worked with the Quality Assurance department to assure that all software releases were properly tested. Managed user-acceptance testing. Results: Improved product reliability and usability, which resulted in a significant reduction in support calls while the user-base increased by more than 25%. Instructed more than twenty-five training courses to various departments within GTE including Customer Care, Financial Services and Help Desk. Taught more than twenty training courses to EDS employees. Authored monthly newsletters for the GTE/EDS account. Results: Increased product use and user satisfaction. Reduced support calls.