IT Service Delivery Manager responsible for all IT projects supporting the Cost Report and DSH Audits Engagement Team, Consulting Engagement Team, Myers and Stauffer Corporate Systems, including the firm's Internal Finance, Human Resources, and National Marketing Teams.Additionally, I am manage a team of highly motivated IT Business Analysts.

Serve as the application owner/administrator for CyberArk, Micro Focus Caliber 11, HP ALM 11, and CA Clarity 13.2 for all internal CenturyLink IT employees and contractors.• CA Clarity PPM Administration SCRUM team responsible for the configuration and implication of the Clarity system rollout. • Primary system administrator for CyberArk, Clarity, CaliberRM, and ALM to the end user community. • Subject Matter Expert for all application issues, communications, and end user education.• Responsible for configuration and implementation of the CyberArk Enterprise Password Vault.

Served as the lead IT Business Analyst multiple medium and large software development eCommerce, ERP, OSS, and BSS projects. • Responsible for eliciting and documenting all Business, User, Functional and Non-Functional requirements using various elicitation methods including process flows, use cases, user stories, end user surveys, and stakeholder interview as required by the project. • Captured business ideas and translated them into high quality, high value deliverables in order to produce affordable solutions that met the business needs.• Developed the IT Business Analyst process and deliverables to support CenturyLink’s Enterprise Software Development Lifecycle Process (SDLC) adopted by the entire company resulting in consistent processes and deliverables.• Enhanced CenturyLink’s requirements process to align with the Information Technology Information Library (ITIL) practices which reduced the number of change requests opened due to missed project requirements.• Facilitated the consolidation of Business Analyst resources from diverse business lanes into a single Business Analyst organization resulting in reduced cost, improved work load balance, and increased consistency of quality and deliverables.

Served as Senior IT Business Analyst on the OSS IT Account Management team.• Accountable for the coordination of requirement elicitation, documentation, and deliverable sign-off for all projects sponsored by the EMBARQ OSS team, including smaller projects delegated to other IT Business Analysts.• Served as the IT Business Analyst on high priority OSS projects responsible for coordinating with the project sponsors to define the project scope, eliciting Business, User, Functional and Non-Functional requirements using various requirement elicitation methods to deliver high quality end user deliverables.• Contributed to the design and implementation of the System Development Framework adopted by all EMBARQ Business Units resulting in consistent processes and deliverables. • Acted as the single point of contact for the implementation of the Clarity Project Management tool for the IT OSS Application Development organization.• Led the initiative to acquire CaliberRM as EMBARQ’s Enterprise Project Requirements application, which allowed for requirements reuse, cross project requirements traceability, and a secure central database for all project requirements.• Led the Requirements Management team in the adaptation and implementation of the CaliberRM Requirements Management tool incorporating EMBARQ’s business processes and ITIL practices in compliance with the EMBARQ’s SDLC methodology.

Worked multiple IT projects responsible for Business, Users, and System level requirements elicitation and documentation.• Served as IT Business Analyst responsible for facilitating requirement analysis sessions, managing user, system requirements, and process flows for local, long distance, and Sprint PCS (mobile) projects. • Managed issues, mitigated risks and project change controls to ensure cross-domain projects met timelines and followed architecture guidelines.• Trained and mentored IT and Business resources in the Sprint Enterprise Software Development processes to ensure enterprise project initiatives were congruent with Sprint’s target state architecture.• Developed training courses for interface modeling standards, requirements management, use case development, and mentored new team members.

Managed Sprint ION programs from inception to implementation.• Led and facilitated activities of cross-functional project teams through the project life-cycle, including documenting detailed user and system requirements, managing project cost and schedules, facilitating the resolution of issues, and managing the change control and risk management processes to ensure projects were delivered on time and within budget.

Developed technical support processes, documentation, and training for the Sprint Internet Passport product.• Single point of contact for the Sprint Internet Passport technical support, customer service, and sales support centers on a cross-functional product development team for multiple Internet related products and IP network enhancements. • Wrote requirements and design documents for all new and enhanced Sprint Internet Passport products.

Responsible the Gateway Technical Support Center Learning Lab. • Provided hands on training and tier 4 support for all computer systems and peripheral devices sold by Gateway to the Tier 1 through Tier 3 customer facing support teams at Gateway. • Responsible for maintaining the Learning Lab network, daily computer setup and configuration, and maintaining and organizing the Learning Lab system inventory.

Responsible for all health education programs and services available to the residents of Livingston County. • Served as a resource to all public and private schools within Livingston County boundaries providing health education in the classroom, provided health education resources to teachers, and performed health and wellness education assessments to students. • Developed and executed Physical Education classes to the Chillicothe School Districts summer school program and supervising two summer interns who assisted in teaching the classes.