Experience

Edcor

• United States
• Education Administration Programs
• 1 - 100 Employee

• Business Analyst

  • Jun 2004 - Present

  Business AnalystSeptember 2009 - Present• Conduct development meetings to assess a Clients needs and requirements for new implementations and/or current service enhancements. • Develop business requirement documents (BRD's), functional specifications, user acceptance test plans and internal training documents.• Responsible for creating and managing multiple projects while ensuring project success by working as the liaison between the Client and IT development. Responsible to ensure all requirements are documented and are successfully implemented.Operations Supervisor (Processing)June 2015 - September 2009• Monitored the workloads of 12-16 processing specialists including work distribution and identifying and escalating issues that could impact meeting the Client service levels.• Proactively addressed system, workflow, and procedure/work instruction issues and/or deficiencies to eliminate negative impact to service.• Addressed attendance and performance issues – including development plans with set goals and due dates.• Triage questions/escalations from multiple departments across the organization to resolve and/or escalate as appropriate.



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Service Relations Supervisor

  • May 1999 - Jun 2004

  Service Relations Supervisor (GM OnStar)July 2000 - June 2004Operations Floor Supervisor (GM OnStar)February 2000 - July 2000Call Center Representative (GM OnStar)May 1999 - February 2000 Service Relations Supervisor (GM OnStar)July 2000 - June 2004Operations Floor Supervisor (GM OnStar)February 2000 - July 2000Call Center Representative (GM OnStar)May 1999 - February 2000