John Doucette Email & Phone Number

• Trained and lead international team of software business analysts supporting ten development teams in the United States, India, and the Philippines. Teams accounted for 250+ projects annually.• Created a Leadership Development Program for internal teams which was utilized throughout the Services organizations (440+ personnel)• Created a CSAT evaluation program to augment employee rating and performance which was expanded to include the entire corporate MIS Project Management and support teams• Directed core team for implementation of Salesforce CRM including Case/Acct Mgt, Contact Mgt. among other core process management solutions. Design to implementation and deployment completed in less than six months.• Expanded Software Business Analysis team overseas to include India and the Philippines as part of NICE-inContact merger. Teams accounted for 125+ projects annually including system integrations, CRM modifications (primarily Salesforce), carrier number provisioning, various internal tools as part of the company merger with NICE, Inc.• Implemented SAFE/Agile framework in conjunction with newly formed development teams in India• Created internal training program for employee development which included professional assessments, targeted skills training, employee evaluations and ratings.• Created Visio Training FAQ’s for the entire project management and analyst groups – video snippets included ‘tips and tricks’ as well as sample diagrams for use for multiple scenarios.• ITIL Implementation completion including Case Management, Problem Management, Event Management, CRT Solution/TFS Integration and various support initiatives related to entire ITIL support infrastructure.• Initiated the Known Issues core infrastructure including internal/external support operations in Salesforce and Support Sites including modifications to our contact security infrastructure solutions.

South Jordan, Utah

• Introduced a new software development design and communication process spanning the gap between line operations software/task requirements and IT software development needs – the resulting process reduced the overall deployment time line from request to deployment (8 mo avg.) to less than two.• Developed and implemented a new business analysis and executive reporting process for IT project management, software development and priority assessment – this process reduced the executive/IT priority oversight needs from weekly oversight to bi-monthly while increasing the amount of software available for deployment by over 60%.