Jonathan Scallon Email & Phone Number

Belfast, Gb

Belfast, Northern Ireland, United Kingdom

Belfast, Northern Ireland, United Kingdom

Chattanooga, Tennessee, United States

Greater Chattanooga

Business Analysis, Process improvement, and project management consulting.

Chattanooga, Tennessee Area

Chattanooga, Tennessee Area

Principal Consultant for a small but agile Information Systems consulting company specializing in companies utilizing the Microsoft SQL / Business Intelligence data stack. ● Performed business analysis, data analysis, and managed small to medium-sized process improvement projects for a customer base of ~12 software and logistics companies.● Performed requirements gathering utilizing a variety of elicitation techniques including on-siteobservation, interviews, brainstorming, workshops, documentation analysis, and prototyping with a focus on both functional and non-functional requirements.● Crafted user stories and epics for use in Agile based software development projects.● Created and maintained requirements traceability matrices, as well as process flow diagrams, data flows, and other visual aides.● Performed data analysis and created custom SSRS reports, SSIS packages, and ad hoc SQL queries.● Performed SQL Server database maintenance, backup and disaster recovery planning, and performance tuning.

Cleveland/Akron, Ohio Area

-Worked as the Product Manager for three of TMW's product lines developing the long term strategic vision for each product line. I also created and managed each product's road map while working with cross-functional teams of Development, QA, Support, and Professional Services. -Worked to identify key product and market opportunities to drive customer success and satisfaction, formulated a solution, and then managed that solution from original concept through release and implementation. Opportunities came from a wide range of sources including monitoring industry trends, market research, and customer feedback. -Liaisoned with Sales and Marketing to ensure product success at launch and throughout its life cycle.

Cleveland/Akron, Ohio Area

-Identified gaps between customer business processes and TMW software capabilities, prescribed business process or software changes where appropriate, and implemented the chosen solutions.-Acted as the translator between customer needs and technical requirements, writing user stories and having in-person debriefs to guarantee understanding. -Created technical documentation including: User-Interface (UI) and User Experience (UX) requirements, general software functionality requirements, bug reports, release notes, and QA acceptance test plans.-Performed future state modeling for multiple domestic and two large international projects, including onsite demonstrations and heavy involvement in project planning and initial implementation,resulting in shorter project timelines as well as reductions in resource costs for the clients and TMW.-Facilitated multiple class sessions during the 2014-2016 TransForum/In.Sight user conferences. This included assembling course content, creating course presentations, and leading class instruction.-Pitched, provided specifications for, and launched a full test environmentfor a new Fuel TMS product. Then acted as QA for the product, resulting in TMW gettingthe product to market six weeks faster by eliminating the need to spin up a sub-team within QA.Other duties: created mock-ups, performed database analysis using Microsoft SQL Management Studio, and acted as an escalation point for support/implementation.

Cleveland/Akron, Ohio Area

-Managed day-to- day operations of a team of seven Support Representatives while maintaining the lowest overall case count and highest SLA compliance rate of the six support teams.-Pitched, organized, and led a Support Representative focus group discussion on improving the department’s on-boarding practices, which resulted in increased department morale and reduced on-boarding time by one third.-Created a set PTS format (bug report) which became standard in Support, and created a training session on the PTS system for new hires.-Conducted interviews of prospective employees, coached new hires, and facilitated on-boarding of new Support Representatives.

Cleveland/Akron, Ohio Area

-Facilitated collaborative product meetings for the Energy Services suite of applications to go over bugs, enhancements, and customer feedback with Product Management and Development. -Acted as escalation point for all support issues related to the Energy Services suite of applications. -Handled on-boarding and training of Support Reps assigned to learn Fuel TMS.

Cleveland

-Resolved client support issues via phone, email and chat. Resolutions came as a combination of customer coaching, data manipulation via SQL, and logging bugs.-Participated in client site visits with active involvement in training, problem solving, and conflict resolution during each visit.-Tasked with learning Fuel TMS and became proficient enough to be made Product Lead within eight months of my hire date.-Completed certification courses in TMW Operations, TMW Back Office, and the TMW SQL data model.

Master’S Degree, Criminology

Bachelor’S Degree, Criminal Justice And Sociology