Brian Harper Email & Phone Number

Denver, Colorado, United States

Englewood, CO

Acts as the ITSM focal point in the development, updating and stewarding of the Service Level Management process on behalf of the assigned Nissan Functional Domain. Liaises with senior management in assigned Nissan-IS and user departments to define the critical success factors required to ensure high business availability and achievement of departmental.

• Served as Business Analyst on development and support of mobile application used by Service Technicians as well as desktop support application used by Service Desk Agents
• Effectively served as liaison between internal business clients and IT department
• Thoroughly elicited business and functional requirements
• Documented uses cases to support the business and functional requirements
• Proactively identified and resolved potential roadblocks which may have impacted project deliverables and timelines

Greenwood Village, CO

• Responsible for understanding the business owner's desire for various business systems and providing analysis and suggested processes based upon those requests. Responsibilities include:
• Meet with all appropriate Stakeholders to understand the business requirements
• Documenting functional requirements for multiple projects
• Document Uses Cases to support the Functional Requirements
• Write test cases to be used during User Acceptance Testing
• Utilize test cases that were written to participate in User Acceptance Testing. Own test case through completion by documenting and tracing any defects and ensuring all are resolved

Greenwood Village, CO

• Responsible for understanding the business owner's desire for various business systems and providing analysis and suggested processes based upon those requests. Responsibilities include:
• Meet with all appropriate Stakeholders to understand the business requirements
• Documenting functional requirements for multiple projects
• Document Uses Cases to support the Functional Requirements
• Write test cases to be used during User Acceptance Testing
• Utilize test cases that were written to participate in User Acceptance Testing. Own test case through completion by documenting and tracing any defects and ensuring all are resolved

• Actively participating in a project to convert DISH Network to a new billing system. Responsibilities include:
• Eliciting requirements from stakeholders and turning those needs into formal business requirements.
• Responsible for translation of stakeholder requirements into functional Use Case documents
• Facilitate Use Case review sessions, confirming accurate representation of Use Cases, and resolving outstanding issues with stakeholders.
• Maintained use cases and business requirements documentation in SharePoint through knowledge of creating custom lists and establishing filters

• Wrote detailed business requirements, documents, and use cases for internal and external client projects including the 2010 United States Census and VisaPoint, a web-based information and appointment system available.
• Used Agile methodologies on a project to create a dashboard for leadership of call centers to access their Key Performance Indicators (KPIs).
• Wrote user stories and use cases in support of multiple projects.
• Created process and data flows to communicate business needs to system developer.
• Provided testing support as necessary.
• Created a user guide and assisted in training external client on TeleTech owned system

• Performed requirement analysis for feature enhancements of, and changes to, existing products.
• Elicited requirements from stakeholders to determine needs and functionality of new features and products and translated those needs into requirements documentation.
• Created test plans and participated in testing efforts to verify business requirements were met.
• Trained clients and operations on new system features and capabilities.
• Mentored other Business Analysts on processes, techniques and system knowledge.

Wrote methods and procedures for procurement purchasing system.Trained end users on all modifications and upgrades to purchasing system.Responsible for the generation of all report requests for the Network Procurement Center. Contributed to various process improvement teams involving the Network Procurement Center.Developed methods for a new web-based.

Responded to engineers and installers by resolving discrepancies and omissions for shipment dates, charges, and general status of purchase orders. Provided engineers and installers with alternative solutions when materials were not available for timely completion of projects by finding replacement parts or alternative suppliers. Maintained accurate ship.

Marketed expanded services to residential customers.Handled questions from customers regarding their telephone service.