Business Analyst - Support• Created and maintained system transition plans for a 15-person production support team with the focus and inclusion of the Agile methodology.• Participated in the daily incident report generation that assists the various business units with the tracking of open system support tickets.• Acted as a liaison to the various Product Owners to groom and refine the product backlog items, this includes but is not limited to product prioritization of the product… Show more Business Analyst - Support• Created and maintained system transition plans for a 15-person production support team with the focus and inclusion of the Agile methodology.• Participated in the daily incident report generation that assists the various business units with the tracking of open system support tickets.• Acted as a liaison to the various Product Owners to groom and refine the product backlog items, this includes but is not limited to product prioritization of the product backlog.• Strategically produced and executed acceptance tests for user stories as approved by various system Product Owners.• Removed impediments and distractions for the development team.• Provided second level support for production issues which includes problem identification, definition andimplementation of short-term work around and coordination of long-term software solution with development team.• Taught production support peers about SAP Hybris Commerce functionality and processes.Business Analyst• Participated in a large-scale system implementation program of a $900M SAP E&U solution.• Created end user process workflows.• Led presentations of SAP Hybris Commerce functionality to Product Owners.• Provided support as SAP Hybris Commerce subject matter expert with answering questions for the training team and end users.• Collaborated with various teams to create training documentation and demonstration videos.• Partnered with IT security to ensure accuracy of business roles and access levels for users.• Evaluated business requirements and processes through workshops and workflow analysis.• Conducted several levels of testing including functional, regression, user acceptance, integration and performance to ensure the business needs are met.• Collaborated with several external vendors to ensure smooth transition of work processes to SAP Hybris Commerce.• Participant of Customer Connect Engagement team.Revenue Services Specialist II Customer Service Specialist I Show less

Merchandise Coordinator – Magic Kingdom Park (January 2012 – May 2015)• Utilized the Basics Walk Leadership Strategy to influence Cast Members to incorporate the Four Keys into daily routine• Drove Safety initiatives by partnering with the local safety champion• Facilitated Role Standards training to all front-line Magic Kingdom Merchandise Cast• Partnered with peers to create a step-by-step guideline for our Glow and Money Room Operations and Procedures• Developed new… Show more Merchandise Coordinator – Magic Kingdom Park (January 2012 – May 2015)• Utilized the Basics Walk Leadership Strategy to influence Cast Members to incorporate the Four Keys into daily routine• Drove Safety initiatives by partnering with the local safety champion• Facilitated Role Standards training to all front-line Magic Kingdom Merchandise Cast• Partnered with peers to create a step-by-step guideline for our Glow and Money Room Operations and Procedures• Developed new two-day Glow training plan to strengthen the training while utilizing 30% less labor• Created a variance tracker for Cast Members to assist in Loss Prevention• Trained newly transferred Coordinators as well as Back-up Coordinators• Communicated with Training Liaison to ensure that the new Coordinators are receiving thorough training• Continuously communicated with Disney Photo Pass and Parade Audience Control partners to maintain seamless guest flow and safety for both Cast and Guests• Broke an all-time Squeeze Breeze Operation sales record making $17,434 on July 4, 2014• Broke an all-time Glow Operation sales record making $59,142 on December 31, 2014 Merchandise Relief Coordinator / Area Trainer – Contemporary Resort (October 2010 – January 2012)• Trained new Cast Members to the area• Assisted with running opening and closing tasks• Ran pre- and post-shift meetings Merchandise Host – Animal Kingdom Park (May 2006 – October 2010)• Delivered courteous and prompt customer service Show less