Acted as a Lead Analyst and Business Relationship Manager for the Enterprise Technology Asset Management Operations (ETAM OPS) team. Primary responsibility was to provide quality assurance and risk management guidance and support to the Corporate Properties Group (CPG) for their IT hardware assets which are stored in both ServiceNow (acting System of Record) and an internal, 3rd party vendor managed Asset Management System (acting System of Origin).● Maintained an “Enhancements Backlog” that documented all developmental requests for the acting System of Record. This included past, current, and future enhancement requests and their associated business requirements.● Managed data on a reconciliation project after the initial load of CPG’s asset data to Remedy failed. This project required the deletion and recreation of over 65,000 unique records.● Successfully managed an internal realignment project to transfer over 69,000 CPG assets within Remedy from one group to another, requiring a total of 683,000 updates. This required coordinating with IT, Business, and Development Groups.● Supported the 2021 migration from BMC Remedy to ServiceNow with activities ranging from process redevelopment to individual asset record reconciliation. ● Co-led the annual Enterprise Key Field Certification (EKFC) which validated the accuracy of key data fields for all assets within Remedy. Responsibilities included preparing training documents, dictating enhancement requests for system tools, managing a dashboard of key performance metrics, and compiling and reporting statistics to management. ● Co-led a SharePoint migration for ETAM documents including a review to determine necessity of retention, reorganization, and transfer to new site.

Performed the Lead BA role on multiple projects to create and maintain web portals, which supported a variety of internal and external users, to submit and process Medicare Part D enrollments. All projects employed a hybrid Agile/Waterfall methodology and were heavily regulated by governmental guidelines and organizations. ● Acted as primary facilitator for requirements meetings while also mentoring and supporting Junior Business Analysts.● Produced requirements documents based upon Joint Application Design sessions with Business and Development teams.● Acted as primary Point of Contact between Development and Business Partner to resolve requirement interpretation issues and assist with design documentation.● Managed the triage of defects discovered by the Quality Assurance department using HP Quality Center. This entailed determining defect validity, assigning defects to appropriate resources, and working with development, QA, and the business to ensure all requirements were successfully fulfilled. ● Led the Project Change Request (PCR) process for all business and IT initiated changes discovered after final approval of requirements documents.

Acted as the primary BSA on a project that brought analytical data feeds from an outside source (Serve) into the American Express Network (IDN) for use by the Anti-Money Laundering Prevention (AMLP) group. This project went from requirements gathering to deployment of 300 tables within 6 months, the largest and most aggressive rollout in the history of the group. Transitioned into a Project Manager role overseeing global application readiness for Windows 7 deployment.● Acted as sole resource to align data feed content to fit IDN’s Data Governance model. This included name standardization of tables and columns, uploading the Data Dictionary for feeds to an internal portal, and determination of appropriate security profiles for sensitive information. ● Served as the liaison between AMLP management, IDN developers/technical architects, and Serve analysts to address discrepancies and resolve any issues.● Created and maintained all master tracking documentation in SharePoint for this project.● Completed analysis of all feed specs to identify data integrity issues. These ranged from empty data dictionary definitions to incorrect Oracle data types.● Acted as the owner of the master tracking document for the Windows 7 deployment team. This included maintenance, updates, and preparation for migration to an internal portal site.● Managed the weekly calls for all Business Units located in Asia – Pacific and Central America. Tracked all progress recorded in these calls and provided weekly update documents for managerial review.

Acted as the sole point of contact between internal clients and the Enterprise Technology Asset Management team (ETAM) to ensure a successful integration of Asset Management systems and processes during the merger with Wachovia using BMC Remedy.● Resolved slow response across lines of business by proactively identifying gaps and meeting with other organizations to negotiate and institute SLAs and procedures to increase accountability. This resulted in decreased ETAs on requests and improvements to data integrity and relationships. ● Identified, defined, and created comprehensive documentation of Data Governance guidelines. ● Instituted process improvements which consolidated three job functions from two separate business groups into one position.● Successfully managed six simultaneous projects to reconcile data discrepancies through both research and comparative analysis.

Transitioning from Sprint Nextel to Ericsson was organizational as opposed to functional. All previous responsibilities from Sprint Nextel were retained, however, since starting with Ericsson the primary focus has been on product development and the implementation of new technologies. Provide Level 3 SME (Subject Matter Expert) support across functional lines of Enhanced 911 Operations for VoIP (Voice over IP) Services with a primary focus on Device Testing/Compliance and Technology Integration. Other responsibilities include Process Development, Data Analysis, Project Management, Technical Documentation and Training.Accomplishments:• Provided SME support in design, testing and data management for the development of a new device. Collaborated with a wide range of both internal and external groups, from city officials to engineers, to ensure timely launch of the product while promoting industry best practices and adhering to strict budgetary and regulatory guidelines.• Business and data analysis for a project to migrate nearly 7 million customers to a Next Generation 911 Network platform. Worked with cross functional teams to assess current capabilities and define the scope of the project. Assisted in setting project benchmarks, defining system requirements and allocation of responsibilities. Performed detection and resolution of data quality issues to maintain data integrity through migration.• Acted as a beta tester for the company wide Unified Communications rollout. Discovered bugs and incompatibilities with existing proprietary software, maintained a list of known issues and worked with the Integration Team on resolution.

Provided Level 3 SME (Subject Matter Expert) support across functional lines of E911 Operations for VoIP (Voice over IP) Services. Responsibilities include Data Analysis, Process Development, Project Management, Technical Documentation and Training.Accomplishments:• Cradle to grave project management and process development on a certification process that brought the launch of VoIP services for over 1 million customers from behind schedule to completion ahead of schedule. This saved the company over $150 million in fines and penalties.• Project coordination and process development on a project to resolve data discrepancies concerning customer addresses as they pertain to 911 services. Created process documentation, performed both data analysis and GIS mapping analysis to resolution, maintained and updated a centralized list of known issues and conducted bi-weekly meetings with the end client to chart progress and recommend course of action. Trained a team of 25 employees to take over this process and continued to function at a Tier 3 Analysis support level for over 100 internal and external analysts and clients.• Cradle to grave project management of an in depth audit of Network Routing Data for over 5 Million Cable Customers. This required process development, technical documentation, creation and adherence to deadlines, root cause analysis of data issues, maintaining and updating a database of data discrepancies and facilitating bi-weekly meetings with clients. Oversaw all issues to resolution which required working closely with the LEC Provisioning Team (which handled provisioning with Local Exchange Carriers) and the Network Build-Out Team (which controlled installation of network equipment) to ensure accuracy and capacity.

Responsible for construction and maintenance of PC’s, web design, IT training and ad hoc IT consultation. This was a part time position that ran concurrently with other positions.• Built basic “select” database queries in SQL2005.• Custom PC consultation, construction, set up and maintenance.• Provide one-on-one software training ranging from Microsoft Office to Adobe Photoshop. • Web design and publishing for three small businesses.

Provided desktop support to over 500 end users at a Southwestern Bell Call Center and surrounding offices.• Completed 3 large scale redeployments, each involving more than 200 end users.• Performed install, move, add and change (IMAC) activities.• Trouble ticket delegation, tracking, escalation and resolution. • Diagnosis and resolution of desktop/laptop/printer hardware and software problems.

Delivered proactive & reactive network surveillance, troubleshooting, coordination and restoration of service affecting or potentially service affecting network events and issues in a 24x7 Network Operations Control Center.• Responsible for alarm detection and ticketing via Netrac and ISA/Netcool monitoring systems. Created and maintained a thorough record of alarms, fix actions, possible root causes, and all other documentable information.• Performed maintenance, troubleshooting and repair at a Tier I level for PCS, Voice Mail, Voice Command, 911 Services and Calltones. • Performed maintenance, troubleshooting, and repair at a Tier II level for MMDS Wireless Internet Service.

Conducted research and analysis concerning information pertaining to short term consulting projects predominately focused on implementation of new technologies. This position varied from full time to part time and ran concurrently with other positions.• Used Microsoft MapPoint to update and maintain an Access database of geographic markets.• Managed a research project on tax preparers/check cashers and legal statutes in support of the launch of new technologies.• Detailed ad hoc analysis on over 100 Excel in support of ongoing business needs.• Provided remote technical support for ACE ATM/POS (Automated Teller Machine/Point of Sale) equipment to branch locations nationwide.