Kelly Haithcock Email & Phone Number

Greater Orlando

Orlando, Florida Area

• Served as Product Manager and Product Owner for internally developed application, Global Support Center (GSC)• Managed a team of 5+ people (contractors, too)• Managed monthly deliveries of updates to owned application• Worked on and delivered application from early concept through launch to production and 4+ years of enhancements and support• Demonstrated and elicited feedback from company presentations (town halls, tech talks and demos to internal groups)• Subject matter expert on our production environment, and lower environments for an application we custom built/designed for internal colleagues• Partner with product managers, integration partners and management teams to identify new features to develop, new integrations to include and services to offer with our application• Work closely with the development and support teams to ensure the environments were updated and available to deploy releases on a monthly cadence• Owned the product roadmap for key aspects of our application. Identify, design, test, and validate experiences that solve colleague needs• Collaborate with cross-functional stakeholders to set near and long-term objectives and prioritize features and fixes to drive progress against those objectives• Worked with product owners to create/update user stories with clear acceptance criteria, that are targeted to iteratively improve capabilities overtime while validating their impact towards defined goals.• Define KPIs, track results, and drive improvements.Manage a team to drive enhancements to and provide production support of our internally developed ITIL based application. We elicit, analyze, communicate and validate business/user requirements for processes, policies and information systems. Translate business needs/end-user requirements into functional specifications that describe what the system, process or product/service must do to fulfill the end-user/business requirements.

Lake Mary, Fl

Lead BI Analyst responsible for designing and creating reports for Operations teams within multiple programs and working as the team lead.Responsibilities include, but are not limited to:• Perform proactive data analysis, identifying operational improvement opportunities, and makes recommendations to business based on findings.• Analyze program data and gather reporting requirements• Build queries and stored procedures in SQL (both SQL and Oracle) for reporting data to use in MS SSRS or Tableau for display/presentations. • Continually monitor and utilize SDLC for the creation of the reports starting with requirements through UAT• Responsible for monitoring and addressing any issues with the reports or subscriptions and ensuring the reports deliver as needed and are accurate

Orlando, Florida Area

Responsibilities included, but were not limited to:• Directing/Coordinating activities of workers involved with analysis of service level and business reports for 14 clients.• Planning and directing the compilation and updating of reports and utilizing knowledge of reports inventories, usage, distribution, frequency, and operating practices.• Coordinates activities of personnel engaged in reports analysis, such as determining necessity of report, simplification of reports format, increasing content effectiveness, and reduction of processing costs.• Plans and directs activities intended to develop new or revised reports format, utilizing knowledge of principles and techniques of information and documents management. • Analyzes and evaluates staff recommendations and approves implementation of changes, utilizing knowledge of reports analysis and standardization, managerial processes and systems, budgetary limitations, and organizational policies and procedures.• Maintaining and managing reporting services within MS Sharepoint 2007, integrated; includes publishing reports and managing user permissions• Develop and enhance the reporting environment and implementing any new requirements based on user requirements or enhancements to databases. Includes technical design, coding, testing, debugging, documentation and end user training• Gather reporting requirements from customer meetings, ad hoc requests, types of questions that are asked.• Develop reports using Microsoft Reporting Services platform (SSRS), MS Excel, Pivot tables and other intuitive graphical add-ons • Detail oriented with strong organizational skills to effectively work in a dynamic environment • Highly organized with ability to multi task and motivated with sharp customer focus • Results-Driven with ability to take initiatives and meet deadlines in a fast paced changing environment

Liason between the stakeholder community/user community and the development teams to achieve optimal client solutions.Served as the lead on the team, making sure that deliverables are completed, accurate and on time, and mentor other analysts. (moved to Profile Outsourcing within Technology Services - May 2012)Current responsibilities include, but are not limited to: • Maintaining and managing reporting services within MS Sharepoint 2007, integrated; includes publishing reports and managing user permissions• Develop and enhance the reporting environment and implementing any new requirements based on user requirements or enhancements to databases. Includes technical design, coding, testing, debugging, documentation and end user training• Gather reporting requirements from customer meetings, ad hoc requests, types of questions that are asked• Develop reports using Microsoft Reporting Services platform (SSRS), MS Excel, Pivot tables and other intuitive graphical add-ons • Design layout of reports and determine the best way to present data to end users • Train end users to create ad-hoc reports using Report Builder 2.0• Work with multiple lines of business to understand their needs and objectives• Perform report development utilizing SQL Server Reporting Services• Collaborate with the team and end users to make improvements and enhancements to reports• Detail oriented with strong organizational skills to effectively work in a dynamic environment • Highly organized with ability to multi task and motivated with sharp customer focus • Results-Driven with ability to take initiatives and meet deadlines in a fast paced changing environment

• Responsible for planning various areas of testing including: data migration, operational readiness, and performance testing. • Includes coordinating the following activities with technical resources - Windows and Unix infrastructure testing, validating backups, monitoring, high availability/failover for standalone, clustered and virtual environments. • Design, plan and coordinate problem and change management processes testing for new clients; • Working directly with the project management, technical resources and client to plan testing activities. • Completing status reporting to project managers and upper management utilizing MS Project and other office products to provide status reports and risk/issue management• Responsible for coordinating testing resources for execution of testing.

Conversion/Implementation Services – • Research, analyze and resolve data conversion issues during full life cycle conversions from legacy billing systems to company owned client server billing & customer care system. • Primary liaison between the client and programming team responsible for data mapping, online data appearance, assessing data impacts and analysis of enhancement packages, assessing client needs, data validation scripts, testing data output, bill review, issue reporting, troubleshooting data errors, determining and resolving data incompatibility issues, and onsite client support. • Functional areas of responsibility include Billing & Rating, Roaming, and Customer Maintenance. Point-of-contact for Billing & Rating impact analyses.

Worked as a CSR for Alltel Wireless in the after hours call center. Started working in the technical support for cell phones after 6 months of working the standard calls. Technical support was responsible for working with users to validate/verify ESNs and correcting issues with service.