Experience

XORLabs.com

• Business Analyst Consultant

  • Jan 2015 - Present

  Lead teams of business and IT stakeholders to define and document business requirements for technology improvements in support of Opportunity-to-Order, Supply Chain and IT-sponsored projects, typically with a planned IT spend of $250K+ per project phase. Projects encompass internal, business partner and customer-facing applications, such as SAP, SFDC, support websites, solution configurators and quoting tools. Deliver detailed and complete functional requirements within specified timelines by: ◆ First defining business goals, project scope, constraints and success metrics ◆ Mapping current and planned future state at a user-function and architectural level and identifying gaps ◆ Creating use cases incorporating existing and new features and functions, ensuring thorough requirement mapping to new elements ◆ Identifying and engaging the appropriate IT development resources in the requirements gathering process ◆ Providing regular status reports to sponsors, highlighting progress and key open deliverables with owners



Avaya

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

• Senior Program Manager, Avaya Client Services

  • 2008 - 2014

  Managed the introduction and enhancement of Global Quote and Order processes and tools for Avaya’s current maintenance offer. Secured global and in-theater expert resources and formed cross-functional teams. Led these teams to define end-to-end processes to support the offer. Drove continuous improvement post-launch. ◆ Secured expert global and theater-specific sales, operations and IT resources and led cross-functional process development and mapping workshops. Developed instruction-level process documentation. ◆ Created offer rules for quote tools and for remotely-polled data accessed by tools. Created automated order integrity rules to support Customer Care operations. Partnered with IT to implement changes and manage initial functional testing. Scope: • Four different quote tools, each with significant variations in functionality and design • Two independent web-accessible databases to provide pre-quote information • Two SAP instances with varying functionality and design requirements ◆ Performed concept testing with internal and external clients of proposed process and tool changes. Used feedback to modify approach or to make enhancements. ◆ Conducted information sharing sessions for Channel Partners and Sales in advance of launch and post-launch to reinforce key messages and to promote enhancements. ◆ Supported the launch and subsequent tool and process enhancements to the Retail offer sold through Channel Partners, designed to protect company revenue and margin. A 40% take rate for the new offer achieved within a year. ◆ Led a support-entitlement SKU reduction effort to simplify quote presentation by reducing quote elements up to 67% while ensuring necessary entitlements remained visible to the Service Delivery organization. Achieved without IT spend. ◆ UAT lead for the Services business for major SAP deployments, a ticketing platform migration and integration of an acquired video business.

• Senior Manager, Global Business Architecture

  • 2001 - 2008

  Defined and implemented process and tool development in support of Services offers for Internal/Channel Sales and the Customer Care organizations. Led large cross-functional teams consisting of the receiving organizations, IT, Services R&D and Finance. Managed a team of functional experts within the Global Business Architecture organization. ◆ Business lead for the introduction and continuous improvement of automated remote measurement technology, offer configuration and quoting applications for the Utility (per use) offer model. The remote measurement systems automatically update SAP, service delivery systems and customer bills, and feed to quote tools for contract re-casts. ◆ Global Lead to Order process development and integration lead for the Software Support maintenance offer. This initiative contained significant offer changes, a new software Fair Value assertion model, a required maintenance attach concept, and was launched with a mandate of quick time to market and minimal IT investment. The combination of these factors necessitated intensive pre-launch planning and post-launch integration between Partners/Sales and Customer Care. ◆ Developed tools and processes to specifically support the assertion through the ordering process, measured compliance and drove corrective actions for areas of non-conformance. ◆ Led Quote to Order integration for an acquired web-conferencing business and its new overlay sales force.


Lucent Technologies
• United States
• Telecommunications
• 200 - 300 Employee
• Services Business Process Manager, Logistics Manager, Finished Goods Reengineering

  • 1997 - 2001

AT&T
• United States
• Telecommunications
• 700 & Above Employee
• Finance Analyst, Offer Mgr

  • 1983 - 1996