Responsible for building an organization to analyze customer work processes for use case, user story, scenario development and system integration. Serve as lead analyst in Waterfall & Agile environments. Spearhead creation of relationships between support and development teams. Constantly communicate with staff to improve training within support organization. Examine, negotiate, and implement peer-to-peer software for customer support. Lead creation of internal and external policies and… Show more Responsible for building an organization to analyze customer work processes for use case, user story, scenario development and system integration. Serve as lead analyst in Waterfall & Agile environments. Spearhead creation of relationships between support and development teams. Constantly communicate with staff to improve training within support organization. Examine, negotiate, and implement peer-to-peer software for customer support. Lead creation of internal and external policies and procedures. Accountable for platform, application, and user migrations as well as application maintenance and architectural design. Experienced with cross system integration and functional coordination, requirements documentation, and the functional/logical decomposition of undocumented legacy systems. Key Achievements/Projects:Developed and directed team to analyze customer work process for system integration that reached 1200 projects per year with 10K+ changes, resulting in $300M+ of revenue with 99.9% accuracy.Coordinated 30+ Scrum teams to reduce story points by 100 a year on average. Moved hundreds of configurations from internal to external facing. Reduced change request execution from 3 days to none while also allowing internal employees to focus on more important matters.Recommended an alternate work process solution for a major client, eliminating the need for $300K+ a year in new hires and simplifying requirements, saving an extensive amount of time.Designed and build SharePoint request tracking system, document libraries, and forms management.Responsible for 50%+ decrease in call duration, 40% decrease on lost calls, and 80% increase in customer satisfaction due to implementation of peer-to-peer connection software.Received MVP award for coordinating Sales, Support, Field Services, Order Processing, Finance, Development, Training, and Product Management around support, implementation, maintenance, and enhancements for acquired applications. Show less