Experience

Velociti

• IT Services and IT Consulting
• 200 - 300 Employee

• Business Analyst

  • Mar 2019 - Present

  Team: Salesforce Team Manager: Jim West • Agile Salesforce environment • Work with Business Owners and Stakeholders across multiple departments to elicit and managing project requirements. • Perform the duties of Business Analyst and Subject Matter Expert for multiple company-wide projects. • High profile projects: Field Tech Punctuality and Productivity, VeloiTrail Training, VeloCare Real-Time Service Map, Customer Facing Velogic Mobile Application, Managed Services… Show more Team: Salesforce Team Manager: Jim West • Agile Salesforce environment • Work with Business Owners and Stakeholders across multiple departments to elicit and managing project requirements. • Perform the duties of Business Analyst and Subject Matter Expert for multiple company-wide projects. • High profile projects: Field Tech Punctuality and Productivity, VeloiTrail Training, VeloCare Real-Time Service Map, Customer Facing Velogic Mobile Application, Managed Services Resource, Warehouse Merger, Standard Dashboards and Reports, and Autonomous Bobcat. • Work with Salesforce Admin and overseas developers during development and quality assurance phases. • Perform and manage quality assurance testing, smoke testing, and user acceptance testing. • Create internal and customer-facing documentation for use in training and contract negations. • Provide training and support to staff and contractors. • Identify and document current and future state processes and procedures. • Create a Salesforce dashboard and reports. • 3-month contract with Insight Global completed on 3/11/2019. Show less Team: Salesforce Team Manager: Jim West • Agile Salesforce environment • Work with Business Owners and Stakeholders across multiple departments to elicit and managing project requirements. • Perform the duties of Business Analyst and Subject Matter Expert for multiple company-wide projects. • High profile projects: Field Tech Punctuality and Productivity, VeloiTrail Training, VeloCare Real-Time Service Map, Customer Facing Velogic Mobile Application, Managed Services… Show more Team: Salesforce Team Manager: Jim West • Agile Salesforce environment • Work with Business Owners and Stakeholders across multiple departments to elicit and managing project requirements. • Perform the duties of Business Analyst and Subject Matter Expert for multiple company-wide projects. • High profile projects: Field Tech Punctuality and Productivity, VeloiTrail Training, VeloCare Real-Time Service Map, Customer Facing Velogic Mobile Application, Managed Services Resource, Warehouse Merger, Standard Dashboards and Reports, and Autonomous Bobcat. • Work with Salesforce Admin and overseas developers during development and quality assurance phases. • Perform and manage quality assurance testing, smoke testing, and user acceptance testing. • Create internal and customer-facing documentation for use in training and contract negations. • Provide training and support to staff and contractors. • Identify and document current and future state processes and procedures. • Create a Salesforce dashboard and reports. • 3-month contract with Insight Global completed on 3/11/2019. Show less



Quest Diagnostics (TEKsystems)

• Kansas City, Missouri Area

• Business Analyst

  • Apr 2018 - Aug 2018

  Team: EIP Managers: Mukesh Chaudhary and Ganu Bollinda • Agile/Kanban environment • Work with stakeholders and SCRUM masters across multiple projects to gather requirements and create user stories. • Document functionality of legacy systems/create user stories for Quest ExamONE Portal development. • Provide mockup and user interface design based on established Quest ExamONE Portal System standards. • Data mapping for process driven solutions between external resources… Show more Team: EIP Managers: Mukesh Chaudhary and Ganu Bollinda • Agile/Kanban environment • Work with stakeholders and SCRUM masters across multiple projects to gather requirements and create user stories. • Document functionality of legacy systems/create user stories for Quest ExamONE Portal development. • Provide mockup and user interface design based on established Quest ExamONE Portal System standards. • Data mapping for process driven solutions between external resources and Quest ExamONE Portal System. • Communicate with Quality Assurance and Development through kickoff meetings and one to one discussions. • Document functionally of the EV3G system. • Analyze and report GAP between EV3G and ExamONE Portal. • Contract completed on 7/31/2018 Show less Team: EIP Managers: Mukesh Chaudhary and Ganu Bollinda • Agile/Kanban environment • Work with stakeholders and SCRUM masters across multiple projects to gather requirements and create user stories. • Document functionality of legacy systems/create user stories for Quest ExamONE Portal development. • Provide mockup and user interface design based on established Quest ExamONE Portal System standards. • Data mapping for process driven solutions between external resources… Show more Team: EIP Managers: Mukesh Chaudhary and Ganu Bollinda • Agile/Kanban environment • Work with stakeholders and SCRUM masters across multiple projects to gather requirements and create user stories. • Document functionality of legacy systems/create user stories for Quest ExamONE Portal development. • Provide mockup and user interface design based on established Quest ExamONE Portal System standards. • Data mapping for process driven solutions between external resources and Quest ExamONE Portal System. • Communicate with Quality Assurance and Development through kickoff meetings and one to one discussions. • Document functionally of the EV3G system. • Analyze and report GAP between EV3G and ExamONE Portal. • Contract completed on 7/31/2018 Show less



American Public Works Association

• Kansas City, MO

• Business Analyst and Software System Manager

  • Aug 2011 - Aug 2017

  • Work with multiple stakeholders and business owners across multiple departments to elicit project requirements. • Create user stories, use cases, process models, user interface and report mock-ups, identify benefits, risk, and changes to business practices and process. • Preformed the role of Project Manager facilitating communication and interaction between local and remote stakeholders and resources, third party business partners, and the development team. • Identify potential… Show more • Work with multiple stakeholders and business owners across multiple departments to elicit project requirements. • Create user stories, use cases, process models, user interface and report mock-ups, identify benefits, risk, and changes to business practices and process. • Preformed the role of Project Manager facilitating communication and interaction between local and remote stakeholders and resources, third party business partners, and the development team. • Identify potential business partners through the Request for Proposal (RFP) process. Review candidates, provide solutions comparison reports and conduct product reviews with the business owners and stakeholders. Worked with business partners to integrate with APWA solutions. Provide training and support for new solutions. • Project Manager for Mobile Application project. Gathered business and functional requirements, managed RFP process and worked with vendors and stakeholders to integrate the mobile application with registration company and APWA core systems. • Research new software solutions to drive strategic and project goals. Research, document, and deploy existing software solutions and modules not fully or properly utilized by current APWA practices. • Perform validation and quality assurance testing. Manage User Acceptance Testing and smoke testing. Create test cases, test suite, and quality assurance reports for test cycles. • Provide technical, training, and communication documents for new releases. Provided training to staff and chapter leaders. • Interacted with business partners' support teams to resolve issues, complete software upgrades, and meet API project requirements. • Worked with Network admin to upgrade and replace aging servers and perform software upgrades. • Provide desktop and customer support for fifty APWA staff and thirty thousand APWA Members by email, phone, Uservoice, and Lync/Skype.. Show less • Work with multiple stakeholders and business owners across multiple departments to elicit project requirements. • Create user stories, use cases, process models, user interface and report mock-ups, identify benefits, risk, and changes to business practices and process. • Preformed the role of Project Manager facilitating communication and interaction between local and remote stakeholders and resources, third party business partners, and the development team. • Identify potential… Show more • Work with multiple stakeholders and business owners across multiple departments to elicit project requirements. • Create user stories, use cases, process models, user interface and report mock-ups, identify benefits, risk, and changes to business practices and process. • Preformed the role of Project Manager facilitating communication and interaction between local and remote stakeholders and resources, third party business partners, and the development team. • Identify potential business partners through the Request for Proposal (RFP) process. Review candidates, provide solutions comparison reports and conduct product reviews with the business owners and stakeholders. Worked with business partners to integrate with APWA solutions. Provide training and support for new solutions. • Project Manager for Mobile Application project. Gathered business and functional requirements, managed RFP process and worked with vendors and stakeholders to integrate the mobile application with registration company and APWA core systems. • Research new software solutions to drive strategic and project goals. Research, document, and deploy existing software solutions and modules not fully or properly utilized by current APWA practices. • Perform validation and quality assurance testing. Manage User Acceptance Testing and smoke testing. Create test cases, test suite, and quality assurance reports for test cycles. • Provide technical, training, and communication documents for new releases. Provided training to staff and chapter leaders. • Interacted with business partners' support teams to resolve issues, complete software upgrades, and meet API project requirements. • Worked with Network admin to upgrade and replace aging servers and perform software upgrades. • Provide desktop and customer support for fifty APWA staff and thirty thousand APWA Members by email, phone, Uservoice, and Lync/Skype.. Show less



Technisource

• United States
• Information Technology & Services
• 400 - 500 Employee

• Information Technology Support

  • Apr 2011 - Aug 2011

  IT Specialist Contracted to American Public Works Association Provide desktop, email, and phone support for staff and members in a call center environment. Provide desktop and software training as needed. Review new bug and backlog request, collect data, and submit to development. IT Specialist Contracted to American Public Works Association Provide desktop, email, and phone support for staff and members in a call center environment. Provide desktop and software training as needed. Review new bug and backlog request, collect data, and submit to development.



Fidelity National Real Estate Solutions

• Overland Park, KS

• System Support Consultant 3

  • May 2009 - Feb 2011

  • Review and analyze call center activity data to generate a daily report of call center volume, performance matrix, and call trends. Create a comprehensive report detailing call center activity data. • Elicit and document project goals and requirements based on feedback from the User Groups, Product Advisory Committee, Call Center Data, for LPS Cyberhomes project. • Provide user stories, use cases, process models, customer journey, UI design, ROI, and risk/value. • Use data collected… Show more • Review and analyze call center activity data to generate a daily report of call center volume, performance matrix, and call trends. Create a comprehensive report detailing call center activity data. • Elicit and document project goals and requirements based on feedback from the User Groups, Product Advisory Committee, Call Center Data, for LPS Cyberhomes project. • Provide user stories, use cases, process models, customer journey, UI design, ROI, and risk/value. • Use data collected from customer support teams to identify enhancements and solutions to reoccurring defects and customer feedback. • Perform requirements validation test and smoke testing. • Provide documentation for use by marketing, training, support teams, and customer facing communications such as release notes. Show less • Review and analyze call center activity data to generate a daily report of call center volume, performance matrix, and call trends. Create a comprehensive report detailing call center activity data. • Elicit and document project goals and requirements based on feedback from the User Groups, Product Advisory Committee, Call Center Data, for LPS Cyberhomes project. • Provide user stories, use cases, process models, customer journey, UI design, ROI, and risk/value. • Use data collected… Show more • Review and analyze call center activity data to generate a daily report of call center volume, performance matrix, and call trends. Create a comprehensive report detailing call center activity data. • Elicit and document project goals and requirements based on feedback from the User Groups, Product Advisory Committee, Call Center Data, for LPS Cyberhomes project. • Provide user stories, use cases, process models, customer journey, UI design, ROI, and risk/value. • Use data collected from customer support teams to identify enhancements and solutions to reoccurring defects and customer feedback. • Perform requirements validation test and smoke testing. • Provide documentation for use by marketing, training, support teams, and customer facing communications such as release notes. Show less



Fidelity National Real Estate Solutions

• Business Analyst II

  • Jan 2006 - Nov 2008

  • Interact with business owners (User Groups, Product Advisory Committee, and Internal Product Advisory Committee) to elicit project goals and requirements for twenty plus modules of the new Paragon MLS solution. • Use data collected from customer support teams to identify enhancements and solutions to reoccurring defects and customer feedback. • Provide user stories, use cases, process models, customer journey, UI design, ROI, and risk/value. Make software and business change… Show more • Interact with business owners (User Groups, Product Advisory Committee, and Internal Product Advisory Committee) to elicit project goals and requirements for twenty plus modules of the new Paragon MLS solution. • Use data collected from customer support teams to identify enhancements and solutions to reoccurring defects and customer feedback. • Provide user stories, use cases, process models, customer journey, UI design, ROI, and risk/value. Make software and business change recommendations that address customer needs and are in accordance with Real Estate laws and FNRES business practices. • Perform requirements validation test and smoke testing. • Created comparison report between Paragon solution and competitors. • Provide documentation for use by marketing, training, support teams, and customer facing communications such as release notes. • Create user interface mockups, banners, and buttons for MLS web based solutions. • Provide training and support at the FNRES User Group as a speaker and in support of a speaker.

• System Support Consultant

  • Oct 2004 - Dec 2006

  Provide software support in a call center environment for general users and administrative staff, new employee and customer training, and submit work request reports to tier 3.



Time Warner Cable

• Kansas City, MO

• High Speed Customer Service

  • Jul 2003 - Oct 2004

  Address customer needs in a call center environment. Respond to supervisor calls, training of teammates, documentation creation, account management of Digital Phone Administration Area, management of NOC and GNOC tickets. Address customer needs in a call center environment. Respond to supervisor calls, training of teammates, documentation creation, account management of Digital Phone Administration Area, management of NOC and GNOC tickets.



RS Information Systems

• Kansas City, KS

• Help Desk Specialist

  • Aug 2001 - Jan 2003

  Contract Consultant assigned to Environmental Protection Agency Region 7 – Kansas City, Missouri Provide Windows desktop, phone, and Novell network support for onsite and remote staff. Contract Consultant assigned to Environmental Protection Agency Region 7 – Kansas City, Missouri Provide Windows desktop, phone, and Novell network support for onsite and remote staff.



TRI-COR Industries

• Kansas City, KS

• Help Desk Specialist

  • Jul 1999 - Jun 2001

  Contract Consultant assigned to Environmental Protection Agency Region 7 – Kansas City, Missouri Provide Windows desktop, phone, and Novell network support for onsite and remote staff. Contract Consultant assigned to Environmental Protection Agency Region 7 – Kansas City, Missouri Provide Windows desktop, phone, and Novell network support for onsite and remote staff.