Heather Pallett, CSM, CSPO, SP

Senior Business Analyst at Highrise Consulting, Inc.
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Contact Information
us****@****om
(386) 825-5501
Location
Glen Burnie, Maryland, United States, US
Languages
  • English -

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Credentials

  • SAFe 5 Practitioner Certification
    Scaled Agile Framework Certification Training
    Nov, 2021
    - Nov, 2024
  • Certified Product Owner
    Scrum Alliance
    Jul, 2017
    - Nov, 2024
  • Certified ScrumMaster
    Scrum Alliance
    Apr, 2017
    - Nov, 2024

Experience

  • Highrise Consulting, Inc.
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Senior Business Analyst
      • Feb 2022 - Present

      Currently serves as an eRA Business Analyst for the NIH. Current workload includes eliciting requirements from business owners and documenting them in JIRA, crafting communication and documentation to business owners to convey complex ideas as efficiently as possible, managing production support requests from multiple agencies, and facilitating Sprint Review and Sprint Planning as part of the Agile lifecycle. Currently serves as an eRA Business Analyst for the NIH. Current workload includes eliciting requirements from business owners and documenting them in JIRA, crafting communication and documentation to business owners to convey complex ideas as efficiently as possible, managing production support requests from multiple agencies, and facilitating Sprint Review and Sprint Planning as part of the Agile lifecycle.

  • Leidos
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Product Owner/Requirements Lead
      • Feb 2016 - Feb 2022

      Supported the Software Maintenance contract for the National Heart Lung and Blood Institute (NHLBI). Responsibilities included developing and prioritizing approved backlogs for multiple applications, efficiently removing team impediments, facilitating technical design meetings and refinement sessions, communicating appropriate expectations and risks to key stakeholders and business owners, and transitioning ownership of applications from one team to another. The Software Maintenance team supported around 55 applications, 14 technologies, over 100 servers, and interacted with dozens of business owners and 10 external contract teams on a regular basis. Product Owner/Requirements Lead: Served as a subject matter expert for the customer to relay vision, release goals, and sprint goals to the team. Maintained key relationships with the business. Ensured goals were met in a timely fashion and that appropriate expectations were relayed to the customer. Reliably took the pulse of customer needs and expectations and managed stakeholder perceptions of the team. Show less

  • Elevate Cleans
    • Hospitality
    • 1 - 100 Employee
    • Senior Business Analyst
      • 2011 - 2015

      Support departments by providing decision support tools, ensure strong interdepartmental communication and training new analysts on key business tools. ❏ Analyzed data and trends to increase revenue and client experience. Developed custom SQL queries and charts, Excel graphs and tables. ❏ Created Executive Dashboards for use by key decision makers, ensuring accurate and common source data that provide performance metrics for real time decision making. ❏ Reported Key Performance Indicators to department heads, enabling real time decisions based on actual performance. ❏ Produced customized, ad hoc reports using queries in MS SQL Server Management Studio and Excel. Used by the Director of Property Management to improve sales; and by Director of Marketing in determining seasonal sales strategies for each property. ❏ Created a wide variety of SOPs documenting company procedures to facilitate the implementation of a new ERP system and used as training guides for employees. Ensured continuity of system use in performance improvements. Show less

  • Travel Advantage Network
    • United States
    • Travel Arrangements
    • 1 - 100 Employee
    • Team Lead
      • 2009 - 2011

      Directed team performance and managed resolution to client complaints. As “super user” of new ERP system, trained employees on the new system. Youngest Team Leader in the company, successfully leading people much older. ❏ Managed a call center team of 5 to 11 people that increased productivity standards. Led improvement of team’s call satisfaction scores and ability to convert calls to bookings. ❏ Key participant in successful ERP transition as a “super user.” Trained staff on the new system; set security rights; created new set of rate packages for a department allowing it to book clients on the website with accurate pricing, reducing calls to the call center. Triaged issues that occurred during the system roll out.❏ “Go to person” for training on the new ERP system. Show less

    • Customer Service Agent
      • 2008 - 2009

      Answered phone calls from guests, assisted with reservations, educated customers on the accounts they purchased, and resolved any disputes that emerged.❏ Recognized for exemplary service with the Summit Award in second month of employment.❏ Promoted to Team Lead after 9 months of being with the company

Education

  • University of Maryland University College
    Bachelor of Applied Science (B.A.Sc.), Homeland Security
    2010 - 2013

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