Provided support and design services for the public-facing, corporate website, including for multiple languages and versions using the Adobe Experience Manager. Also supported redirect and cookie management using OneTrust and Akamai. Responsibilities included: managing a Product Backlog Index using Azure DevOps, assisting with user acceptance testing; serving as a liaison between Business and IT [Tools: Microsoft Suite, Azure DevOps, Adobe Experience Manager, OneTrust, Akamai, Skype, Teams]

Lead analyst and facilitator for customer Request for Proposal (RFP) processes for Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP); proxy Product Owner for two separate custom web projects, one sales and marketing, the other operations and resource management; proxy Product Owner and vendor management liaison for an Augmented Reality (AR) project; Technical Writer for various process documentation (Sales, Supply Chain, Accounting, etc.). Responsibilities include: capturing business processes; eliciting and analyzing requirements; managing a Product Backlog Index and running all Agile ceremonies; assisting with user acceptance testing; serving as a liaison between Business, IT, Customers, and external vendors. [Tools: Google Suite, Lucidchart, Jira, Harvest, Forecast, Zoom]

Lead analyst and facilitator for ERP (from RFP through implementation) and Change Management (supporting a corporate headquarters relocation involving an 80% staff turnover) projects. Responsibilities include: capturing/reviewing business processes and developing optimization strategies; elicit and analyze requirements; documenting and communicating results of efforts and improving processes as necessary; gathering critical information from meetings with various stakeholders; providing leadership, training, coaching, and guidance to junior staff; assisting with user acceptance testing; serving as a liaison between Business, IT, and external vendors. [Tools: MS Word, MS Excel, MS PowerPoint, MS Visio, MS Outlook, MS Teams, Jira, SalesForce, SmartSheet, Zoom Meeting]

As a member of the eCommerce Business Solutions Department (BSD), helped build two new Scrum teams dedicated to strategic epics, tactical enhancements, and operational support for the Office Depot B2B e-commerce website (business.officedepot.com). Fulfilled the Business Analyst Agile role for both teams, including authoring, refining, and Jira management of epics, user stories, bugs, tasks, subtasks, and subtask defects; running or participating in all Agile ceremonies, specifically, grooming, planning, retrospective, and daily stand-up; maintaining multiple backlogs to support both Scrum teams; conducting Sprint-level UAT and post-deployment Production validation; and fostering Agile and delivery processes and best practices for these two nascent teams. As part of a specific strategic project, Combat Organic Decline, my duties also included: consultation with internal customers of eCommerce to capture business processes, communicating those processes and their implications to IT contributors, and ensure applications accurately meet business users’ goals; elicitation of requirements for BSD applications through use-case development and wire frame review; primary liaison between Business and IT; collaborating with business personnel to create and document business work flows; and coordinating appropriate business training for go live. [Tools: Jira, Envision, MS Word, MS Excel, MS PowerPoint, MS Visio, MS SharePoint]

Worked in the following Gravity IT portfolios:• ABB Optical Group (PMO Business Analyst)• Office Depot (Ecommerce Business Analyst)

As a member of the PMO Team, contributed to project delivery process refinement, leveraged my expertise to ensure best practices in project artifact templates and elicitation methods, utilizing a SharePoint repository as a collaboration tool for templates and other job aid materials. As the Lead Business Analyst on two Marketing projects, facilitated the creation of a Loyalty program and the expansion of an existing online portal to provide both in-house and vendor-maintained product subscription services. Also served in the BA role for a Finance project with an emphasis on efficiency and automation, facilitated DR/BCP documentation, and also had a facilitator role for supply chain reporting and for Strategic Accounts. [Tools: MS Word, MS Excel, MS PowerPoint, MS Visio, MS SharePoint]

As a member of the Digital Marketing and Sales IT Teams for JCI’s North American Security, Fire Safety, and HVAC businesses, utilized both Agile and Waterfall process concepts to facilitate project delivery, including the launch of a new website in the Canada market. Responsible for documenting functional and nonfunctional requirements, creating UML diagrams, recommending appropriate scope of requirements and priorities, acting as onshore QA Lead, coordinating with the ePMO to ensure adherence to all standards and processes, acting as liaison between the end-users and IT project team, and contributing to web content management. Dual role of BA and Scrum master, running all Agile ceremonies, creating user stories and gathering acceptance criteria for Product Backlog Items, and grooming Feature Backlog and Product Backlog Index for the marketing websites tycois.com, tycosimplexgrinnell.com, and tycoifs.ca as well as the Security business customer portal, DataSource.com. Delivered to the Security Business a new feature for a cloud-based alerts application (DataSource) and a Digital Strategic Enhancement project including progressive profiling, personalization, A/B testing, single sign-on, and search engine optimization, as well as enhancements to the Sales CRM, Salesforce. For the Fire Safety business, delivery projects for Delegation of Authority controls and a complete retooling of the recurring maintenance packages product structure and the marketing and branding. Created investment proposals for multiple Sales tools for the JCI HVAC business. Maintained artifacts via a project-specific SharePoint repository. [Tools: MS Word, MS Excel, MS PowerPoint, MS Visio, MS SharePoint, WebSphere Content Manager, HP Quality Center, Adobe Photoshop, Google Analytics, Google PageSpeed Insights, YSlow, Jira, RoboHelp, DataSource, Daptiv, TortoiseSVN]

Worked in IT BA role on the TycoIS portfolio.

In an Agile environment for an ecommerce solution company, provided end-to-end solution delivery management for multiple clients, balancing resources to fulfill concurrent projects and end-user satisfaction. Acted in consultant role to ensure best practices, risk management, customer expectation management, and adherence to Quality Assurance and User Acceptance standards from an E2E perspective. [Tools: MS Project, MS Word, MS Excel, MS PowerPoint, MS Visio]

In an Agile environment for an Energy Industry company, responsible for gathering requirements, converting User Stories into Product Backlog Items, facilitating MoSCoW sessions, authoring all Business-oriented project delivery documentation, maintaining artifacts via a project-specific SharePoint repository, and acting as proxy when needed for Business partners. In Project Manager role, tracking and reporting (resources, cost, time, etc.) via Clarizen, identifying and managing risks, liaison with IT leadership and Business partners, facilitating IT process transformation and architectural uplift initiatives, release planning, and implementation coordination. Additionally, conducted integration testing for new MS Dynamics CRM, was the Implementation Coordinator for Release 1 of Project Phoenix (MS Dynamics CRM), aided Architects with POD/POA analysis and design, and contributed to IT delivery process refinement and optimization. [Tools: Clarizen, MS Word, MS Excel, MS PowerPoint, MS Visio, MS Project, MS Visual Studio Team Foundation Server, MS SharePoint]

Worked in BSA role on the Liberty Power portfolio.

Established delivery goals and milestones, project plan, project risks/mitigations/contingencies, and resource allocation for both Business and Technology pre-employment screening assessment center application product. Delivered cost-benefit analyses, high-level business needs, technical requirements, user interface mock ups, report design, user and application flow diagrams, high-level physical and logical architecture diagrams, test approach, test cases, data architecture documents, and implementation plan. Provided analysis of Bureau of Labor and Statistics data, document and data repository management, and assessment role-player/assessor materials. [Tools: MS Word, MS Excel, MS PowerPoint, MS Visio, MS Project]

Worked in Technical Writer role on the World Service Learning Network portfolio at American Express.

World Service Learning Network -- Migrated articles from older web-based knowledge base into newer web-based knowledge base, updating content and html code to enterprise standards (ANZ ECCO Migration). [Tools: MS Word, MS Excel, MS PowerPoint, MS Outlook, MS LiveMeeting, Inquira Information Manager, ECCO, Macromedia Dreamweaver]

In a team environment, managed the delivery process to research and develop training materials and skills assessment tools for Sharepoint and MS Office 365. [Tools: MS Sharepoint, Adobe Captivate, MS Word, and MS Excel]

Global eCommunications -- In both application-level BSA and E2E modes, host technical meetings as well as status calls, provide Method/1 document objects and reports, maintain a web-based newsletter via Sharepoint, as well as various other documents for Global eCommunications projects (FRD User Defined Alerts, Digital Communication Profile, and Coldspark Replacement). [Tools: MS Word, MS Excel, MS Visio, MS PowerPoint, MS Project, Mercury Quality Center, Clarity, Lotus Notes, WebEx, LiveMeeting]

Worked in BSA role on the Global eCommunications American Express Technologies portfolio.

In a team-based setting, contributed in the Rapid Application Development process, particularly Requirements Analysis and Testing, for agribusiness management software and ethanol milling/distilling plant implementation projects, working with international partners and consultants in Jamaica, India, Brazil, Germany, and the United States. [Tools: Microsoft Word, Microsoft Excel, Microsoft Visio, Microsoft PowerPoint, and Microsoft Project]

Membership Rewards Technologies -- In a Solution Delivery Management role, drove the majority of technical meetings as well as various status calls, provided Method/1 document objects and reports, maintained a web-based newsletter via Sharepoint, as well as various other documents for Membership Rewards Domestic and Latin American Platform projects (MR – Create Realtime Status Check, MR - Card Reinstatement, MR - Enrollment & Remediation, MR - Update Rewards Notes, and MR Enrollment Status_Z) and a Year End Summary development project (YES 2009). As the E2E Implementation Coordinator for MR – Create Realtime Status Check, became versed in the platform-level Change Approval Board (CAB) process as well as the Complex CAB process. Was the E2E Test Manager for MR Enrollment Status_Z. During this contract, was the project lead in handling the Project Governance Board process and also gained some familiarity with Clarity. [Tools: Microsoft Word, Microsoft Excel, Microsoft Visio, Microsoft PowerPoint, Microsoft Project, Mercury Quality Center, EPIC, Clarity, and Lotus Notes]

Worked in BSA role on the following American Express Technologies portfolios: • Enterprise Case Management • Billing and Payment Services• Membership Rewards

Worked in BSA role on the following American Express Technologies portfolios: • Enterprise Case Management • Billing and Payment Services • Membership Rewards

Billing and Payment Services Technologies -- Provided Method/1 document objects and reports as well as various other documents for Billing infrastructure uplift projects (XCOM and CNT decommissions), Payment application development projects (GRPT Remediation and Datamark/BPS Balancing), and a Quality application development project (PQS/Mispost). During this contract, became very familiar with the Project Governance Board process and also some familiarity with EPIC. [Tools: Microsoft Word, Microsoft Excel, Microsoft Visio, Microsoft PowerPoint, Microsoft Project, Mercury Quality Center, and Lotus Notes]

Provided documentation including a Data Center Reference Guide (also as an intranet website), a Disaster Recovery manual, and support documentation for new POS systems and network infrastructure for the retail outlets. For the HR department created a PDF version of the Employee Handbook and interactive Adobe forms for applicants and new hires. Contributed to the design and development of the public website hosting the interactive job application forms and to the internal Sharepoint site serving as an Enterprise-wide document repository. [Tools: Microsoft Word, Microsoft Excel, Microsoft Visio, Microsoft PowerPoint, Microsoft Sharepoint, and Adobe Acrobat Professional]

Enterprise Case Management -- Provided Method/1 document objects and reports as well as various other documents for an Enterprise Case Management application development project (XPT) and provided support documentation for the main ECM production application (CSI/d). [Tools: Microsoft Word, Microsoft Excel, Microsoft Visio, Microsoft PowerPoint, Microsoft Project, Microsoft Visual SourceSafe, Lotus Notes and Domino Designer]

Documented daily project status reports and site evaluation reports for The Millennium Group as well as installed and configured Xserves, RAIDs, iBooks, and printers for the Broward County School District. [Tools: Adobe InDesign, MS Word, MS Excel, Tiger Server Admin and Workgroup Manager]

Created advertisements and marketing materials, created user guides and support manuals, supervised web development, and created and implemented support systems for software catering to dental practices. Managerial duties included maintaining the internal network, over-seeing daily operations at the primary call center for both Sales and Support, maintaining supply inventory and inventory systems, conducting employee performance and disciplinary reviews, assisting in human resource decisions involving recruiting and hiring new employees, and providing technical and customer service training for employees. [Tools: Adobe Illustrator, Adobe InDesign, Adobe Photoshop, MS Excel, MS Outlook, MS Word, MS Works, Snag It, and TDOCS]

• Road Runner: Technical Support Engineer — Created case-by-case documentation for provided Tier II assistance via the National Help Desk of High Speed Data subscribers for both PC and Macintosh users. [Tools: MS Outlook, MS Word, Enterprise Support System and Enterprise Ticketing Engine]• AT&T Broadband: Technical Support Engineer — Created case-by-case documentation for provided Tier I assistance of High Speed Data subscribers for both PC and Macintosh users. [Tools: MS Outlook, MS Word, Enterprise Support System and Enterprise Ticketing Engine]• Hughes Network Systems: Technical Support Engineer — Troubleshot connectivity issues related to home mounted microwave transmitters and PanAmSat orbital microwave transponders. [Tools: MS Outlook, MS Word, and Vantiff]

Responsible for report writing (NPDES, NOI, Quarterly Status Reports, Tank Closures) for the State of Florida; soil, soil vapor, and ground water sampling; water quality analysis; chain of custody procedure; remediation (SVE, P&T, AS, OPAS) system design, installation, modification, operation, and maintenance; drafting and related calculations with DCAD; data tabulation in Excel and Word Perfect; Phase I historical surveys and DNRP file reviews. Field duties included soil, soil vapor, and ground water sampling; water quality analysis for pH, nitrate/nitrite, dissolved oxygen, temperature, and conductivity; and decontamination procedure. [Tools: MS Excel, MS Outlook, MS Word, MS Works,, Word Perfect, and various CADD software]

Responsible for editing, illustrating, and designing support manuals for TC-10b and TCF-10b products. Generated Help files, using Doc-to-Help Compiler, for FOCUS fiber optical chassis configuration software. [Tools: MS Word, Doc-to-Help Compiler, and Snag It]