UI Business Analyst

• Sep 2021 - Present

Business Analyst/Software Developer/Trainer

• Apr 2016 - Sep 2021

• Defined, analyzed and documented client business and technical requirements for new features and enhancements utilizing Azure DevOps, Trello, Microsoft Project, Excel and Asana.• Organized, prioritized and arranged story backlog• Reduction in client workload by 55% through improvement of business processes• Identified pain points, then built strategies, action items and solutions that addressed these issues; • Served as expert on functionality and capabilities of software, making enhancement requests to product development team when appropriate• Provided outstanding customer service and resolved client issues throughout implementation process, increasing customer adoption by 27%• Worked with cross-functional team members including Project Managers, Data Conversion Specialists, Quality Assurance, Technical Support Analysts and other Implementation Specialists• Experienced in creation of and collaboration on technical documentation for data dictionaries, design/functionality requirements, acceptance criteria, information architecture diagrams, mockups and process flows • Deep understanding of front-end development languages and best practices (HTML5, CSS, Javascript), in order to effectively strategize with development team and teams leads• Trained end-users on how to use software in both remote and classroom-led sessions• Interacted frequently with clients on product/application performance, release cycles and future planning• Demonstrated product/market expertise when answering questions from stakeholders, engineers, and support personnel regarding product features• Continually sought out process improvements that could deliver value to customers• Performed regression and system-level testing to verify software quality and function prior to release• Developed and customized reports and dashboards in Tableau, SSRS and Microsoft Power BI

Business Analyst/Project Manager

• Apr 2016 - Sep 2021

Website and Application Designer & Developer

• Aug 2012 - Sep 2021

Design and develop websites, web applications, Customer Relation Management Systems (CRMs) and mobile (iOS and Android) applications. Develop and provide customized training tailored to client needs. Design and develop websites, web applications, Customer Relation Management Systems (CRMs) and mobile (iOS and Android) applications. Develop and provide customized training tailored to client needs.

IT Coordinator/Trainer/Mobile Device Specialist

• Apr 2012 - Oct 2014

• Resolved technical problems, improved operations and provided exceptional client support.• Reduced copier asset costs by 35% while increasing profit by 15%• Coordinated all technology aspects of each construction job site project, managing from beginning to end, as related to mobilization and demobilization dates and specific location needs, to include: Internet service, phone and alarm systems, generators, televisions, copiers, computers and mobile devices• Procured, configured, deployed and supported 500+ mobile devices nationally• Provided on-boarding training to new employees (in person and remotely)• Provided main line of help desk support for internal customers via phone, email, in person and ManageEngine ticket system• Supported Nortel digital and VOIP phone systems, to include: set up and configuration of phones, CS1000 code programming of phones and system, support and training for all internal customers• Liaised directly with all software vendors – such as Microsoft, Adobe, Citrix, BlueBeam and Apple on licensure, updates, issues and training• Maintained and programmed biometric security system• Liaised directly with technology vendors to obtain cutting edge solutions for various departments to ensure specific needs of construction industry were met• Managed $1.5M in company technology assets and provided annual audit reports • Decreased annual risk by 25% of company assets • Worked directly with IT Director on department's annual budget

Trainer/Digital Classroom SME/Technical Support Engineer

• Jun 2008 - Apr 2012

• Built new help desk and provided technical and software support for Broward County School District (14,000+ member), through a an initiative by Apple, Inc, afforded an opportunity through a technical initiative• Decreased annual risk by 25% of $1.5 million in company assets through asset tracing and management• Pioneered Digital Classroom program for district, providing training and support for the set up, usage, troubleshooting and support of all related software and hardware components• Became SME for digital classroom setup, configuration and training• Increased user adoption of digital classroom technology district-wide by 24% through use of individual, small and large group trainings• Created and delivered online digital classroom summer learning program in district LMS for teacher CE credit• Provided Tier 3 desktop support: Troubleshooting of hardware, software (70+ applications), Mac & Windows operating systems, peripherals, iOS devices, document cameras, projectors, A/V equipment, wireless tablets, learner response systems, interactive whiteboards, LMS systems via phone, chat, email, remote control and onsite• Collected, maintained and prepared district help desk data, statistics, reports and presentations used for weekly, monthly, quarterly and annual metrics reporting• Liaised with software and hardware developers and manufacturers to identify, quantify, resolve and document technical issues and solutions• Performed cross platform evaluation of software and hardware products, like: iPads, iPhones, iPods, document cameras, projectors, A/V equipment, wireless tablets, learner response systems and interactive whiteboards • Demonstrated, tested and evaluated hardware and software from district vendors to provide feedback and recommendations

Technical Support Engineer & Manager

• Sep 1996 - May 2008

• Provided Tier 3 support for Win 3.1/NT/95/98 for hardware and software on both consumer and commercial lines of laptops and desktops, peripherals, network and modem connectivity issues• Acted as team leader and direct support for a team of 20 help desk reps• Logged, assigned and tracked client issues in Goldmine and Seibel incident management systems, while monitoring and maintaining internal and customer SLAs• Trained all new team members on internal and customer SLAs, processes, procedures, phone and computer systems• Performed quality assurance audits, feedback and counseling