Director Of Operations

• Apr 2021 - Present

Sr. Business Systems Analyst

• Jan 2022 - Sep 2022

WISE Domain - Catalog Search • Manages ongoing relationship with business partner (Product) to drive satisfaction with agile teams. • Coordinates project delivery by facilitating design reviews and walk-throughs to communicate systems designs and validate proposed solutions. • Obtains key inputs from enterprise architecture team and identifies solution interdependencies. • Engages with UI/UX team to incorporate usability and user interface needs when designing applications and feature enhancements. • Serve as a key liaison to Product and other departments that have specific business functions. • Collaborate with multiple Product, Shared Services and Backend Data teams to identify, document and communicate business needs and provide technology solutions. • Responsible for taking high level requirements and Acceptance Criteria provided by the Product team, creating, and refining Epics and Stories for Development. • Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into detailed data, abstract-up from low-level information to a general understanding, and distinguish user requests from the underlying true needs. • Answer questions and clarify requirements for projects and enhancements during the estimation, refinement, development, and QA process. • Responsible for developing and maintaining requirements traceability and facilitating refinement sessions. • Works independently and proactively to meet Refinement deadlines, i.e., ensuring the backlog is always adequately filled with fully refined stories. • Mentor and coach less senior BSA team members. • Perform current state analysis of existing business systems, applications, data, and functions Show less

Sr. Business Analyst

• May 2021 - Dec 2021

Information Technology System Analyst

• Apr 2020 - Jan 2021

Senior Compliance Analyst

• Sep 2018 - Apr 2020

Sr. Software System Test Analyst

• Dec 2014 - Apr 2020

Test Planning Test Case/Script/Suite Design Component Testing System Integration Testing (Black & Gray Box) User Acceptance Testing Test Environment Setup Test Case Execution Test Reporting Pegasystems PRPC- Credit Card Disputes testing API Testing Test Planning Test Case/Script/Suite Design Component Testing System Integration Testing (Black & Gray Box) User Acceptance Testing Test Environment Setup Test Case Execution Test Reporting Pegasystems PRPC- Credit Card Disputes testing API Testing

Business Systems Analyst

• Nov 2015 - Nov 2016

Provides advanced systems support for the Huntington Rewards System (Incentives) which include the following: - Maintains, monitors,updates, prioritize, triage and assign incidents - Researches complex problems and takes appropriate action to correct - Analyzes existing systems or procedures and identifies technical or procedural improvements - Maintains, monitors, reports on production schedules and performance - Develops and provides documentation for operational procedures, services and systems. - Design processes to meet regulatory requirements. - Develops, generates, special or ad hoc reports. - Provides support to business unit, customers, management and other users. - Ensures compliance with Disaster Recovery, Segregation of Duties, Change Management,Incident Management and other policies. - Acts as liaison between software vendors and business unit or between users and other corporate areas. - Serves as lead Business Analyst in training or projects. Show less

Contract Specialist

• Jul 2015 - Nov 2015

Elford Incorporated Administrative Assistant to V.P. of Estimating Accounting Support Specialist Elford Incorporated Administrative Assistant to V.P. of Estimating Accounting Support Specialist

Project Manager-Certification & Compliance

• Jul 2012 - Oct 2013

Creates certification documents/scripts for the clients,supports the systems that need to be used for certification. In addition, the position is also responsible for all compliance monitoring and change management processes. 1. Works with TPD/ BT to create requirements, and ensure necessary enhancements are made to the systems. Create and complete all validation testing. 2. Participate in semi-annual and off-cycle releases by creating and implementing full certification project plans. 3. Management of the full certification process for all client types across all interfaces. Including direct interaction and coordination of efforts with Account Executives, clients, BT and vendors. 4. Implement, refine and support full compliance monitoring process including exception requests, transactional monitoring, client reporting and monitoring. Regular review of the high impact fields being monitored to ensure necessary changes are made over time. 5. Work closely with TPD to implement certification and compliance processes and/or systems for new products. 6. Develop and complete ongoing reporting and process documentation for all functions supported within the department. Skills Required 1. Communication skills which allow effective communication with all levels of employees and management. 2. Ability to evaluate information to make recommendations and decisions to management. 3. Ability to work closely with peers in the direction of a common goal. 4. Self motivated, independently identifies opportunities to learn and grow. 5. Ability to investigate issue and to work with others toward resolution. 6. Actively supports others and their goals. 7. Ability to create project plans and manage lifecycle of those plans. 8. Ability to interpret and translate business requirements into technical specification changes. 9. Ability to review and provide accurate, detailed information. 10. Ability to compile process documentation and SOPs. Show less

Sr. Certification Analyst/Payments Network Operations

• Feb 2011 - Jul 2012

Responsible for performing all conversion projects certification testing, supporting conversion project efforts and production implementation for new processors or existing processors’ network connections. Testing and conversion support includes simulating on-line transactions application testing. Testing includes establishing and troubleshooting telecommunications connectivity with processors, initializing a software application, monitoring and analyzing test data, summarizing the test and transmitting reports. The CA is responsible for adding processor configurations into the test and production databases. 2)The CA is responsible for comprehending and testing new products, product changes, communication protocol and telecommunication upgrades, vendor operating system, hardware, and application upgrades. The CA is also responsible for a well-rounded knowledge of the inter-workings of the application code and hardware configuration. 3) As the senior analyst this position will be the go to resource for the department and will perform the troubleshooting, problem analysis, and supervisory guidance. The senior analyst will escalate issue to the Business Systems Senior Manager where appropriate. This position will also be the trainer for new employees in the department. Show less

Team Coach

• Jul 2009 - Mar 2011

Assists in managing a team of 18 non exempt employees in the Customer Service and Engagement department to drive business results and ensure sales and quality criteria or consistent with Discover's vision and mission statement. Develops and coaches non exempt employees to ensure employees and team are supporting the department and center goals. Effectively managed team for the month of April 2010 without Team Leader support team ending results were Successful. Helps to implement new procedures and quality standards by communicating directives to non exempt employees in a way that builds support and trust in company policy. Provides feedback and knowledge to reinforce performance of the team and individual performance goals. Balanced coaching and development duties with coach requirements/performance measures of 50 percent phone coverage for both customer service and the Call Escalations Group while also leading by example and maintaining "High Contributor" in sales. Show less

Business Card Account Manager/Applications Specialist

• Sep 2008 - Jun 2009

Effectively built long lasting relationships with small business owners in order remain profitable within the Business card industry. Directly respond to customer requests and inquiries. Coordinated efforts with headquarters implementation of in-house Business Card acquisitions. Also responded to card members' inquiries and requests via egain/email correspondence while handling phone inquiries. Demonstrated the ability to multi-task and leads by example by being a "High Contributor" in acquisitions, egain completion, and CE score. Also recognized by center as 2009 Ohio Call Stars Winner. Show less

CSE Account Manager

• Oct 2007 - Aug 2008

Directly responded to card member inquiries and requests. Communicated effectively with card members and peers alike while building relationships with card members and peers to help illustrate Discover's brand promise. Effectively multi-tasked while also performing basic functions in a productive and timely manner. Provided excellent attention to detail and provided service in an accurate and professional manner.