David Burgos Email & Phone Number

Argentina

Business analyst for a financial project.

Scrum Master (CSM) / Business analyst in a project to develop an app to value funds using different approaches, for a US client related to financial services. In charge of leading the ceremonies, removing blockers, helping in conflict resolutions, onboarding new team members, coaching, creating backlog (product backlog items), identifying risks, creating tickets to other teams such as IT, and coordinating meetings with other areas, teams, stakeholders, and vendors. Analysis of the different processes with the Product Owner and documentation in mockups and recordings, meetings with UX/UI to check the Figma designs to make sure they meet the requests. Flowcharts/BPMN to indicate the processes. Whenever necessary, testing the processes in the different environments (dev, qa, prod) and contacting BE and/or FE if attention to something was required. Assistance gathering information, researching, and contacting peers from other areas, for example, Tableau specialists, to analyze the viability to include Tableau in the app.- Jira, Confluence, Slack, MetroRetro, Figma, Google Suite, Bamboo, Greenhouse.

Argentina

Account Manager supporting Avature's clients (Insurance, Health care software development, and RPO). Avature platform is designed for sourcing, recruiting, hiring, and performance management, among others. I was the clients' first contact with Avature. I hosted weekly meetings to review enhancements, to offer new features, new products, to check the status of ongoing and upcoming projects, and any topic related to our clients. I had daily contact with the clients, tech, and sales teams, via email and virtual meetings. KPIs. Renewals. My clients were located mostly in the US midwest area. Additionally, I tracked every request with a ticket, I enabled permissions, new features, and other configuration changes, and small changes (HTML, CSS), in a testing instance, then in the prod one, once tested and OKed by the customer. This was a recurrent task since new features or updates were released every weekend. Virtual Work, Negotiation, Consultative Selling, Sales Processes, Decision-Making, Customer Relationship Management. Excellent communication and interpersonal skills.Accounts: BankersLife, Performance Matters Associates(PMA), Epic Systems, Kelly Services.

Management of multiple technical requests such as server decommissions, unracking efforts, database updates, and documentation updates, from American Airlines, to work myself or to engage/assign/follow up with DXC IT support teams (Unix, Wintel, DBA, Security). Reporting of team's performance metrics to upper mgmt.Account: American Airlines.--ServiceNow.

Business Analyst / PM - 5 projects for Retail Growth enhancement (automation/enhancement of reports, consumption forecasts, billing applications, new contracts depending on different state regulations, new products (smart meters), in different markets (Midwest), new market TX and ERCOT regulations. I observed and interviewed SMEs to identify the processes, for example, a new customer or additional service, a billing process, and documented them in flowcharts/business process modeling and notation (start, end, decision points, tasks, etc), to be re-designed, enhanced and implemented by our team. --Account: Energy Harbor (formerly First Energy). Carbon-free power. Nuclear power. MW area.--Azure (VMs, SQL DBs, AD, among other services)

Main tasks: application support to Collections and Recovery (Ally) teams, located in the US, using internal financial applications. Change Management. Incident Management. On-call support--Account: Ally Financial (formerly known as GMAC) (a bank holding company).---ServiceNow, JIRA, Splunk, MS SQL, COBOL, SharePoint, VersionOne, Citrix, ITIL.

Córdoba Province, Argentina

Business/Functional Analyst with experience in Agile Development and Service Management (ITIL v3 certified). Main tasks: creation of user stories and acceptance criteria in MS TFS. Scrum ceremonies facilitator(grooming,planning, daily, sprint review, retro). Daily interaction with stakeholders. Reporting. Functional training to users. Demo meetings. Functional walk-throughs.Test Cases reviews. Multiple projects with frontend and/or backend development. --Account: Deloitte US, Deloitte India. (Audit, Consulting, Advisory, and Tax Services)--Agile, SCRUM, JIRA, MS TFS, Slack.

Córdoba Province, Argentina

Specialist in IT Service Management reporting, using SSRS - SQL Server Reporting Services (SQL queries and Report Builder), and MS Office apps, mainly Excel. Creation, analysis, correction, update, upload, testing, automation of multiple reports for P&G account, support to approximately 300 reports published, reports related to SLAs, Incident, Change, and Problem management, among others. Data analysis to answer questions and solve problems. Data visualizations that include charts, maps, sparklines, and data bars helped produce new insights I collaborated in cost reduction by identifying and automating multiple reports, reducing the time analysts spend on them. I cooperatively worked with teams in the US, Costa Rica, the Philippines, and India in the successful migration of reports from SSRS to ServiceNow, in accordance with the times expected by the client. I administered access to SSRS for all P&G users, improving time response to the client. I was the lead in the resolution of incidents related to the SSRS web portal as well as Report Builder reports, coordinating support teams and communication with users and upper management.--Accounts: Avon and P&G--

Coordination with peers in India and the Philippines in an IT support contract analysis project.* I collaborated in the identification of improvement areas in the IT delivery, to free resources and assign them to other support areas, which helped in cost reduction. Among other tasks, I interviewed stakeholders to analyze, and review the contracts. This project also helped with SLA analysis.

Hp - Cordoba, Argentina.

Hiring / People manager of 42 resources, a team supporting 60+ US accounts. I was in charge of interviews, selection, offers, hiring, as well as training coordination, accounts assignment, recognitions, escalation management, follow-ups, and performance reviews. Close work with Recruiting, HR, Legal, and Payroll teams.Budget management for salaries, bonuses, certifications, team building activities.Team leads coordination. I successfully managed the transition of work from US-based support to support from Argentina, enlarging the staff presenting a suitable support proposal and efficient resources selection and hiring. I successfully managed the ITIL V3 training and certification of 40+ resources, adding value to the support provided. Tools: Taleo, WorkDay, internal referral programs.

Cordoba, Argentina.

In charge of a 12-people team, training new resources, weekly follow-up meetings, tasks assignments and goals, following company directions. I coordinated the training of 40 new resources in the client support role. I co-led the assets management (laptops, cellphones, telephone numbers, among others), improving the stock control and helping in cost reduction.

Cordoba, Argentina.

24/7 IT service management support based on ITIL, which included primarily Change and Incident management, as well as communications. Proactive validation of monitoring. Daily and weekly meetings with clients to review support status. Liaison between US midwest clients and delivery teams distributed in EDS global delivery centers all over the world. Accounts: Allegheny Energy, Alliant Energy, Rolls-Royce NA, Kellwood, Turner Construction, Fidelity, Allison Transmission. Midrange and MF. Instructed in Detroit and Auburn Hills, MI, for the onboarding and training of new team members in Argentina.In 2008, EDS, acquired by HP, was temporarily renamed "EDS, an HP company".

Cordoba, Argentina.

Bilingual English-Spanish agent for a call center supporting a US telephone company. Tasks developed in multiple departments such as activations, credit cards, technical assistance, retention campaigns, outbound telemarketing. Clients located in the US. Account: Tracfone Wireless, Kodak.

Systems Analyst, Computer/Information Technology Administration And Management

University Degree - Certified English>Spanish Translator, Languages

School of Languages. National University of Cordoba. Argentina.

Electronic Technician, Electronics, Complete

Technical High School. Specialty: Industrial Electronics.

English

English.