Business Analyst: Cardinal Health • Business Analyst for voice migration and current systems• IVR Self-Service, Auto-Attendants and Routing, Agent, and Supervisor interfaces• Visio documentation• Jira User Stories and Testing• Training team on Agile• Platform development and integration• Pure Insights• SAP, SNOW, SFDC Integration• Verint integration• Training doc development• Training BAs and Testers• Writing Test cases, running SIT and helping with UAT• Deployment planning and cutover

Product Owner/Business Analyst/Contractor converted to FTE: • Business Analyst for voice migration - Microsoft Teams• Auto-Attendants and Routing• Five9 Administration• Azure Devops

Genesys Business Analyst/Contractor Client: Johnson and Johnson - Janssen• Business Analyst for Cloud Contact Center Genesys Migration o Agile ceremonies / JIRAo Develop Release Plano Create Epics, Features and User Storieso Create Acceptance Criteriao Help create Test Planso PO to prioritize worko Work with DevOps/Testing to point storieso Monitor velocity• QM and WFM analysis• Reporting analysis• Email and Chat analysis• Salesforce automation User Stories

IBM FTE– RemoteGenesys Business Architect (FT) / Client: PNC Bank • Business Analyst for CX and Employee experience using Genesys Cloud• BPM for business processes• RFP analysis and Use cases for Platform• Elicit requirements, write user stories Jira• Develop Epics, Release Plans• Business Architect recommendations for customer-facing applications• Data analysis for data element differences between vendors• Tableau reports analysis for Center• Visio diagrams, PowerPoint presentations• Lead meetings, Agile ceremonies• Salesforce automation design and User Stories

BEST BUY – RemoteBusiness Systems Analyst (Contract) May 2021 to August 2021• Business Analyst for solutions/ JIRAo Write User Storieso Work with PO developing Acceptance Criteriao RFP, Roadmaps • RFP analysis and Use cases for Platform• Elicit requirements, write user stories for RFP• Miro diagrams for solutions

HUMANA – Remote Genesys Business Analyst (Contract)• Create Epics, Features, User Stories and Acceptance Criteria for Genesys Cloud migrationo Participate in Ceremonies• Writing User stories, refinements for Contact Center migration including IVR/ACD• Gathering requirements for software solution using Azure Dev Ops• Writing test cases for qTest• Environment/Org setup for software• Lead meetings, interview stakeholders, report progress• Telecom/Network Cloud requirements, design socialization and testing• Executing SIT/UAT• Working with global development, and testing teams• Requirements for integration into Salesforce, Clarabridge and Mattersight

THE TRAVEL CORP - Remote Genesys Product Owner / Business Analyst (Contract)• Writing User stories, grooming for new solution using Genesys premiseo Work with PO to prioritize worko Agile Ceremonies• Gathering requirements for software solution• Product owner for software solution• Agile delivery methods• JIRA Epics ad User Stories• Burndown Charts• Agile Ceremonies• Working with global development, testing teams

WALGREENS – Illinois Genesys Technical Writer /Business Analyst (Contract) • Documentation for solution to Support Ops for Genesys Engage Azure Cloud Contact Center and adjuncts (IVR/Reporting)• Agile delivery methods• JIRA Epics and User Stories• Technical writer for RunOps transition• Agile Ceremonies• Working with global development, testing teams• Assisted with testing• Assisted with understanding of Genesys product

UNITED AIRLINES - Illinois (NLB Services) Product Owner / Business Analyst (Contract)• Business Analysis/ user stories / acceptance stories for agent desktop application• Product Owner, Contact Center custom agent desktop application• Microsoft TFS• Agile development

Product OwnerBusiness AnalystProject ManagementQA testingWorkforce ManagementAgile Azure DevOpsJiraTechnical WriterqTest

-Develop business requirements for IVR, ACD, Survey, Callback, Reporting for Center. Interview customers for business process. Documents requirements and processes. Consultation to optimize systems and processes when working with technology-Review business requirements documents, lead sessions, evaluate user needs. Make IVR user interface design and ACD setup suggestions for improvement.-Suggest roadmaps for services -Assists with project delivery. Quality script development and testing. QC testing SME. QC tollgate SME. -Data analysis of reports to judge solution effectiveness.-Understand back end processes for IVR. Understand and QC CTI interfaces and methods.

Business Analyst: Genesys Contact Center technologies to deliver real-time training, testing and application delivery tasks for major Contact Centers. Technology refresh initiatives. Requirements elicitation, project delivery, train the trainer activities, testing, workstation validation, reporting consultation and IVR development.General Consulting activities.

Analysis and curriculum development for Genesys Contact Center technologies to deliver real-time training for major Bank. Technology refresh. Train the trainer activities, SIT testing, workstation validation, and reporting consultation. General contact center consulting activities.

Analysis of Avaya and Nice WFM technologies for upgrade activities. Deliver report of findings to integrate Nice WFM into Contact Center Operation to optimize multi-channel environment.Systems: Avaya, Nice Totalview WFM

-Contact center PM/BA for new implementation of CIC / Salesforce or a Center in South America and enhancing a Center in Canada.-CTI integration with Salesforce, CIC Bridge Server, General integration-I3 call center setup, configuration, testing, support for IVR, ACD, Quality, WFM, Reporting, Integration with Salesforce-All aspect of contact center deployment/Global implementation. CaaS deployment.- Provides business analysis for project delivery- Drives the business requirements gathering process to ensure that meaningful requirements are identified for the business solution- Documents business requirements in a clear, complete, and concise manner- Ensures that business requirements are related to business goals and priorities- Conducts requirements walk-throughs to obtain understanding and approval- Provides requirements traceability- Provides process mapping of current and future states- Performs gap analysis activities- Performs operational analysis- Develops business case estimates- Supports user acceptance and business process testingSystems: Interactive Intelligence, Salesforce, JDE

-Contact center business process analysis and documentation-IEX Workforce Management analysis and set up for regional Centers in California.-Cisco technology consulting and deployment (IVR, ACD, routing and reporting)-Contact center reporting analysis and infrastructure deploymentSystems: IEX, Cisco

-Create business requirements for contact center, fax, proactive outbound and IVR.-Analyze and recommend solutions to business problems.-Document IVR solution.-Project management for new Work at Home solution.-Technical infrastructure design review, UAT, Business Impact. -Oversight of solution delivery.Systems: Avaya, Cisco, Genesys

-Design and implement Aspect workforce management system for user self-service.-Design and integrate I3 telephone system and reporting.-Operational duties for accomplishing contact center goals.-Business requirements for new projects.-Project management for new projects.-Implemented survey system, new reporting, and standard operating procedures.Systems: I3, Aspect, SAP

Manager - Contact CenterTechnology Refresh LeadWorkforce Management

Designed Avaya PBX Switch features, ACD callflows and custom reports for contact centers.Ordered, installed and maintained T1 network.Designed and built 800 number user interface callflows and features. Installed Genesys Voice Portal servers. Supported Genesys framework and CTI. Agent softphone set-up. Set up Citrix/terminal server clients for users. Analyzed billing with AT&T Billing Edge management tools. Designed Openview monitoring on servers and applications. Delivered business and technical requirements for contact center systems. Designed and tested user interface for VXML for Genesys VRU/CTI system. Designed and supported contact center custom reports and telephone features. Trained users on contact center systems and reports.Established quality monitoring systems for hardware, software and agents. Delivered financial analysis to implement new contact centers.Analyzed reports to reduce mean time to repair. Implemented, tested, and supported airline telecom systems.Established POC to deliver quality monitoring systems.Mentored team on contact center and telecom principles.Primary user interface to establish and maintain contact centers.Other Technology Weblogic, Websphere, MS-SQL Server 2005, Java, Citrix, Openview, Oracle SQL, Windows Server 2003, AIX 5.1, Dialogic, IIS, Tomcat, Cognos, IBM Director.

Avaya Definity switch administrator. Supported current system, and established new telephone switch/network.INTUITY AUDIX voicemail administrator. Implemented voicemail system. Avaya CMS Administrator. Implemented custom reporting and CMS.Use of punch down tool. Performed all telephone moves. Reconciled and approved all Telecom billing. Implemented fax server technology (Rightfax) to agent desktop. Administered AT&T 800 service, contracts, advanced features and billing. Evaluated and implemented new technology using RFP and ROI. Maintained call accounting software, and network traffic software. All project management functions for telecommunications for firm.Trained peers and end-users on technology and call center applications. Documented and established disaster recovery plans. Oversee switchboard. Responsible for cellular phone contracts, implementation and support.

• Configured and maintained user interface callflows using Avaya’s Call Management System. • Established contact center custom reports, agent staffing and scheduling, and new contact center systems. • Configured Nicelog call logging system. • Established TCS (Aspect) workforce management system.• Supervised 2 employees. • Trained employees, peers and end users. • All moves, adds and changes. • Implemented disaster recovery plans. • Established and maintained help desk for contact center. (’90-’97).Supervisor - Responsible for 10-15 contact center agents. (‘86-‘90)Customer Service Agent - Contact center agent. (‘85-’86)