Mark Helm Email & Phone Number

Kansas City, Kansas

Responsible for new functionality and documentation relating to the behind the scenes functionality of the TouchNet U.Commerce system.

Kansas City, Missouri Area

Documented multiple website modifications, worked directly with clients to determine the best solution for them, was team member on large client applications.

Involved with the development and creation of a hybrid traditional/agile development methodologyProject Leader for the discovery, requirements gathering, development and testing of multiple client facing releasesPrimary patent writer for the team, listed on three patentsMost recent projects involved large scale changes to support PeopleSoft upgrades and integration with multiple common call switchesUI design based on user feedback and data modeling, largely focused on web interactionDocumentation experience including business requirements, design documents, use cases, workflow management documentation, detailed technical requirements, test cases, test scenarios and post release best practices Complex algorithms using recursive, brute-force and linear types based on human work interactions detailedExperience with Erlang-C and other forecasting algorithmsFull Microsoft Office suite, SharePoint, Confluence, Jira, Mantis, CA Service Desk, SQL, Informix experience

Daily contact with multiple clients.Managed multiple projects running concurrently.Introduced and improved intranet hosted Web-based training.Coordinated department shift.Continued development of new training materials and staff.Developed new training for multiple new lines of business.Was responsible for the training level of +1000 phone agents.Revised current training procedures to enhance communication.Client experience included mobile phone carriers, telephone service providers, internet service providers and insurance companies Siebel CRM, Vantive CRM, full MS Office Suite, Captivate experience

Multiple PositionsDirect contact with client and their customers Improved the quality metrics of a call center through training and coachingWas regularly recognized to be the expert on issues ranging from Technical to Customer service

Ba, Business Information Systems

Balanced a full-time job as a Business Requirements Analyst and familial responsibilities,

Associates, Network Administration