Deb Douglas Email and Phone Number

• Managed mapping, pick-up and drop-off and insurance billing for non-emergency medical transportation services.• Tracked and timely communicated delay to appropriate personnel/customer. Communication may include Customer Service, Transportation and Customers regarding route status and other required information. • Managed project deliverables on time and as requested.• Worked directly with contractors and vendors.

• Analyzed business needs to define system requirements for Department of Human Services (DHS) Social Services Information System (SSIS).• Analyzed business needs to define system requirements for Minnesota Department of Health (MDH).• Experienced working in an Agile/Iterative software development environment.• Effective written and verbal communication sufficient to provide clear, accurate, concise, and timely information to team members and end users.• Gathered business and technical requirements from business, policy, and security stakeholders. • Worked directly with multiple IT service teams (Application Development, Business Analysis, Database Analysis, Application Support, Quality Assurance, etc.).

• Utilized Agile experience with large and small teams.• Hands on experience with Jira and SQL applications. (Amtrak, PFChangs)• Facilitated Kick Off meetings, wrote user stories, tracked, and communicated progress.• Worked directly with contractors and vendors.• Provided business and operational knowledge of the assigned functional loyalty programs.

• Provided business and operational knowledge of the assigned functional POS. (American Express Travel Services).• Worked directly with customers to analyze needs, present options, and troubleshoot issues.• Ensured customer satisfaction in meeting deadlines and satisfying contract terms and conditions., deliverables, deadlines, contract terms and conditions• Experienced working in an Agile/Iterative software development environment.• Worked directly with contractors and vendors.• Had working knowledge of current state analysis, requirements gathering, design, testing, implementation, and postproduction support.

• Defined business systems requirements for United Airlines airport point of sale application. • Extensive experience gathering business requirements using JAD sessions, process flows, use cases & other methods. • Worked in an internal multi-tiered Service/Help Desk and Call Center environment.• Collaborated with external vendor clients designing UI screens to ensure business requirements are matched.• Experienced working in an Agile/Iterative software development environment.• Provided creative and flexible solutions to issues to customers and other teams.

Participated in industry network opportunities

• As Web Business Analyst worked with the internal business groups to define, design and document portal products and services for online applications. (Mortgage home loan pre-approval application, Online eStatements application, Opt-in Overdraft application)• Coached and mentored team on technical/business specific aspects & motivated team members to continuously deliver quality deliverables.• Worked directly with customers(internal/external) to analyze needs, present options, and troubleshoot issues.• Consulted and reviewed with the delivery manager to determine project deliverables, project plan, project staffing, scheduling, and project time frame.• Worked in an internal multi-tiered Service/Help Desk and Call Center environment.• Experienced eliciting and analyzing business requirements sufficient to deliver software solutions that meet end user needs.