Provided requirements, process definition, testing and project management support for key internal business process improvement program to reduce data redundancies and inconsistencies, create efficiencies and better define roles.• Working with stakeholders from Finance, Sales, Legal and IT, helped implement cloud based web sales pricing and quoting tool to improve most problematic internal D2L process. Developed context and sequence diagrams instrumental in determining scope, documented requirements & quote approval process and developed, managed and executed test cases to ensure good release quality. • Facilitated development of 6 key Human Resources processes, used to define roles, reduce errors and gain efficiencies through simplification and automation of data transfer between systems• Working with many D2L business and technical groups, facilitated the improvement of a key cross functional process that shortened revenue recognition time by ~ 60%, allowing Finance to better align quarter end results with forecasts• Provided program, project management and process support, including identifying key opportunities for improvement

Performed and coordinated through other Business Systems Analysts the elicitation and documentation of business requirements for web pages and tools used by Sun Life advisors and the general public. • Working closely with the business sponsor, stakeholders and IT, developed use cases and facilitated the development of UI and functional prototypes for a new advisor web tool to be used to sell a new variable annuity product • As part of a multi-million $ program to launch Sun Life’s new Segregated Funds, managed and developed requirements documents for dynamic fund web pages; this involved coordinating 4 BSAs, working closely with key business partners and developers and conducting comprehensive document reviews with a variety of stakeholders• Performed BSA estimates for requests and work with multiple levels of the organization

Managed request prioritization process, and developed and managed business and technical requirements for BlackBerry infrastructure software supporting billions of daily messages between 80M+ devices and 200K+ services. • Provided requirements for 15+ Infrastructure software features to improve Infrastructure’s availability, scalability and manageability, decreasing possibility of outages and SLA payouts, including a feature that implemented connectivity with PlayBook, a key overlooked BB10 feature that ensured launch wasn’t delayed in key markets, and features that improved Operations’ ability to manage BB10 devices and traffic (including UI and requirements for a web tool).• Collaborated with up to 50+ individuals to gather and analyze up to 100 business and technical requirements per feature via individual / group interviews and other elicitation means, resulting in comprehensive use case based requirements for project teams and improved solutions. • Participated in 3 Scrum projects as team member, defining new requirements within each sprint and assisting product owner and scrum master creating and grooming product and sprint backlogs, but also performed similar tasks on several projects that were iterative/"agile in spirit" (e.g. developed use cases, prioritized requirements, representing the business or operational sponsor similar to a Product Owner).• Researched and documented the description, business value and technical feasibility for up to 4 feature requests per month which were prioritized against key business and technical criteria and sized by 15+ stakeholder groups; prioritized list used to create product roadmap and to resource features providing best ROI. • Planned and coordinated end-to-end testing for key features, resulting in several gating device defects.• Coordinated improvement of request management tools and processes, providing framework for traceability to downstream deliverables.

• Developed and maintained SQMS requirements, policies and procedures and department processes as part of first ISO 9001:2000 registration, enabling multimillion dollar sales to EU carriers, and providing framework for customer focused product development. • Evaluated 20+ projects against software best practice criteria and coached staff across departments, improving processes and updating process collateral to promote process tailoring and agility.• Co-led project and provided content for SQMS and product development process training, including creating 10 training videos, executing 5 live sessions (each to 500+ staff) and deploying online course. • Resolved ISO audit findings to continuously improve Quality System and maintain ISO registration, including facilitating and managing process improvement projects, by using PDCA methodology.• Participated in 2 CMMI appraisals, identifying artifacts and developing processes to improve team capabilities. • Managed team’s resource planning and tasks for 4 sprints, increasing productivity and accountability

- Performed functional and regression testing for various BlackBerry Handheld software features

- Planned, designed and performed functional and non functional tests for award winning commercial photo-editing software (PhotoSuite). - Suggested product and usability enhancements.

- Gathered user requirements for ministries’ database application needs and provided software, hardware, network, supplier support and training for staff

• Created SQL Server stored procedures and Visual Basic GUI modules for financial services broker client server software• Introduced defect management process and testing and release strategy to help resolve software quality issues• Elicited, analyzed and documented requirements features • Managed and performed customer service operational support for up to 18 customers• Built, tested and released product to customer

• Provided life agent contract and licensing support, created reports and managed data integrity• Processed group annuity quotations and produced special project sales, productivity and budgeting reports

- Gathered user requirements, prepared and conducted user acceptance testing for credit and collection system- Mined cardholder demographic and behavioral data for management/ad hoc reports; managed data integrity