Jay Burkhalter Email & Phone Number

West Des Moines, Iowa, United States

West Des Moines, Iowa, United States

Urbandale, Iowa, United States

Supervisor for the Mercer and Marsh Interactive Voice Response (IVR) phone systemo Supervise a global team of three developers that manage over 1,200 unique client configurations servicing three (3) million customer calls per yearo Primary contact for the IVR at a large call center o Support call center teams primarily located in Iowa, Massachusetts, and call center agents in remote locations across North Americao Collaborate with a variety of partners including offshore development teams, other internal IT teams, system vendors, external clients, and internal business areaso Coordinate system deployments with development and release management teamso Design and implement a new operations and support process to handle all submitted IVR worko Manage large projects, including a recent Avaya-to-Cisco conversion saving Mercer $400,000 annuallyo Consult and assist other IT teams on non-IVR projects o Manage day-to-day run the business requests Prioritize and assign all team work Maintain resource coverage Provide first point of contact and support for production issues Educate business partners on system capabilities  Represent the company during external audits  Secure administrator server access for team members Recognize great work with Kudos award Mentor current and new staff

Urbandale, Iowa

Lead analyst for the Interactive Voice Response (IVR) phone systemo Business Analyst and System Matter Expert for the Nuance Avaya IVR at a large call centero Interface between the business areas, the development and telecom teamso Meet with business leaders to understand their goals and objectiveso Research, design, and ready technical solutionso Solicit and write business and functional requirementso Work with offshore development teamo Provide regular status reports to business partners for pending worko Validate developed solutions to ensure qualityo Participate in disaster recovery exerciseso Liaison for system vendor Nuance o Troubleshoot run-the-business system issueso Ensure adherence to monthly deployment cycle to limit costly off-cycle deploymentso Estimate development hours for requested changes

Des Moines, Iowa Area

Lead analyst for the Interactive Voice Response (IVR) phone systemo Business Analyst and System Matter Expert for the Nuance Avaya IVR at a large call centero Interface between the business areas, the development and telecom teamso Meet with business leaders to understand their goals and objectiveso Research, design, and ready technical solutionso Solicit and write business and functional requirementso Work with offshore development teamo Provide regular status reports to business partners for pending worko Validate developed solutions to ensure qualityo Participate in disaster recovery exerciseso Liaison for system vendor Nuance o Troubleshoot run-the-business system issueso Ensure adherence to monthly deployment cycle to limit costly off-cycle deploymentso Estimate development hours for requested changes

Des Moines, Iowa Area

Lead analyst for the company’s largest transportation cliento Business Analyst assigned to FedExo Foster great relationships with client contactso Serve as the IT System Matter Expert for the FedEx programo Participate in onsite boardroom client meetingso Facilitate requirement walkthroughso Solicit both business and functional requirements o Write requirement documentation for the Velocity policy administration systemo Learn the business products used by FedEx contractors/drivers o Acquire approvals for requirements from internal stakeholders and the cliento Review tech specifications from the development team o Write and execute test planso Document defects

Des Moines, Iowa Area

Business Analyst for the variable annuities commission teamo Simplify business processes through process reviewso Listen to ongoing system concerns and propose possible technology solutionso Write requirements to enhance the Garwin II commission systemo Advocate for the commissions team during development priority meetings o Provide regular status updates to stakeholderso Build great relationships with the commission team memberso Peer review Business Analyst colleague’s requirement documentation

Des Moines, Iowa Area

Network Administrator for a one-billion-dollar asset banko Supervise a team of two help desk associateso Responsible for the maintenance of the windows network, application and email servers, desktops, laptops, printers, switches, and routers o Procure new budgeted computer equipment from CDWo Ready new servers, desktops, and laptops o Install Windows operating systems and bank specific applicationso Administer active directory for all users in the bank’s domain including the setup of new employees and termination of former employees o Set group policies that enforce company policy and maintain system securityo Take regular tape backups of key infrastructure and store them offsite o Travel regularly to provide in-person support to multiple branches across Iowao On call 24/7

Des Moines, Iowa Area

Developer engaged in the maintenance and enhancement of accounting functionalityo Review business requirement documentationo Document technical specificationso Write new COBOL programs using established structured programming techniqueso Debug code using SPUFI o Fix abends o Execute SQL against test databases to secure test datao Write Job Control Language (JCL) to execute code

Kansas City, Missouri Area

Developer engaged in the maintenance and enhancement of reconciliation functionalityo Write new COBOL functionality in support of the reconciliation teamo Write Job Control Language (JCL) to execute codeo Run daily report jobs detailing system performance metricso Represent the development team during business meetings with accounting and finance o Travel to major client in Boston as System Matter Expert o On call rotation

Master’S Degree, Master Of Business Analytics

http://www.business.iastate.edu/masters/business-analytics/

Bachelor'S Degree, Management Information Systems

http://www.business.iastate.edu/undergraduate/prospective-students/choosing-your-major/management-information-systems/