Latoya Pitcher Email & Phone Number

San Francisco, California, United States

San Francisco Bay Area

• Applied advanced analysis skills to Power Enterprise’s billing and meter data management systems to define and document system and business requirements for Customer Service, Utility Field Services Operations, Finance, and Accounting operations;• Conducted effective interviews to identify and document the stakeholder’s business needs and requirements;• Coordinated planning sessions with implementation vendor;• Developed billing operations and meter data management process diagrams in Microsoft Visio;• Monitored technical design deliverables to ensure business objectives are met;• Developed and presented Power Point presentations of materials, models, findings, plans, and conclusions;• Applied advanced analysis skills to identify, document, and improve data collection and retention practices and procedures. • Served as Project Manager and Coordinator for electric billing system replacement project including the RFP process exploratory and initial application phases;• Served as Subject Matter Expert and Project Manager for Honeywell's EIServer. Responsibilities included project management for phases 2 and 3 of implementation, functional and regression testing, adding a new jar to production and test environments, starting and stopping job services, and providing post implementation support to end-users;• Identified operational constraints and developed, evaluated or recommended policies and procedures to improve operations, mitigate risks, increase revenues and decrease operational expenses;• Developed and presented a variety of documents including: reports, work plans, general correspondence, improvements to operating procedures recommendations, meeting minutes, test plans, user cases, test scripts and test status reports.• Experience with Salesforce, SharePoint design and maintenance, BI reporting (Data Warehouse, SQL, Access, and Cognos) and knowledge of lean methodologies and Software system design and lifecycle.

Martinez, Ca

• Supported the human resources manager with interviewing, on-boarding, and training logistics for new hires. • Supported Accounts Payable monthly operations including payroll, reimbursements, vendor payment remittance, updating the general ledger, and monthly audits.• Supported accounts receivable daily activities by recording and preparing checks for deposit. • Supported the development, monitoring, and reporting of federally and state programs. • Developed procedural documentation for on-boarding new hires and administering vendorContracts.

San Francisco

• Managed the test effort for IT Business Technologies and Customer Care & Billing projects from planning to post deployment. • Trained and mentored staff with novice to expert experience levels adding value to the information technology team and the end-user business team. • 6 years of experience in the role as the lead Quality Assurance Analyst and Subject Matter Expert, applying advanced analytic skills to enhance process and procedures for applications and systems daily operations, scheduled maintenance, defect resolution, and enhancement projects.• 1 year of experience in Automation test coordination;• Expertise in designing and developing test strategy, test plan, test cases and generating test reports, defect reports and product quality assurance documentation;• Demonstrated strong client interfacing skills;• Demonstrated strong Technical and Analytical skills;• Leading and working with on-shore and off-shore teams.• Managed relationships with third-party vendors to design technical infrastructure to exchange data and meet the needs of both the company’s and vendor’s systems. • Co-lead 3 Oracle Customer Care and Billing (CC&B) version enhancements, specifically the field metering, customer care, billing, payments, energy usage, and demand response programs functionality.

San Francisco Bay Area

• 9+ years of experience working with the Oracle Customer Care & Billing package;• 3+ years of experience working with SAP software;• 8+ years working with Oracle Web services and several interfaces;• 7+ years working with Silver Springs Network Meter Management package;• 3 years of working with OPower;• 7+ years of working with Ventyx Service Suite application, including Mobile Application;• Dispatch Application, Outage Information System, and Field Services Application;• 1 year of experience working with a Utility Geographic Information System;• 6 years of experience with SOAP;• 8 years of experience in HP ALM/Quality Center;• Analyzed and evaluated HTML and CSS code changes to determine test strategy;• Wrote and implemented Test plans, strategies, models, scripts, results and closure documents;• Executed manual and automated Test Scripts for several concurrent projects across multiple platforms.• Wrote detailed and easy to read defects/ bugs/ incidents reports, helped triage with the development and test teams, and tracked them from detection to resolution status;• Tested and verified bug fixes;• Provided pass/fail notifications of functionality, system integration, and web services against a list of internal standards;• Monitored test execution status and generated detailed status reports;• Communicated risk to leads and key stakeholders as needed;• Wrote technical documents for testers, and end-users;• Expertise in Functional areas within CC&B including include all meter-to-cash functions including billing, cancel / rebill, credit and collections, and rates;• Expertise with field order management and integration to metering systems;• Expertise in end-to-end billing-related process flows within CC&B;• Experience with a variety of testing methodologies and tools;• Practical working knowledge of software testing methodologies: Agile/Scrum and Waterfall;• Experience with client-side technologies (CSS, HTML, JavaScript, etc.).

San Francisco Bay Area

• 9+ years of experience working with the Oracle Customer Care & Billing package;• 3+ years of experience working with SAP software;• 8+ years working with Oracle Web services and several interfaces;• 7+ years working with Silver Springs Network Meter Management package;• 3 years of working with OPower;• 7+ years of working with Ventyx Service Suite application, including Mobile Application;• Dispatch Application, Outage Information System, and Field Services Application;• 1 year of experience working with a Utility Geographic Information System;• 6 years of experience with SOAP;• 8 years of experience in HP ALM/Quality Center;• Analyzed and evaluated HTML and CSS code changes to determine test strategy;• Wrote and implemented Test plans, strategies, models, scripts, results and closure documents;• Executed manual and automated Test Scripts for several concurrent projects across multiple platforms.• Wrote detailed and easy to read defects/ bugs/ incidents reports, helped triage with the development and test teams, and tracked them from detection to resolution status;• Tested and verified bug fixes;• Provided pass/fail notifications of functionality, system integration, and web services against a list of internal standards;• Monitored test execution status and generated detailed status reports;• Communicated risk to leads and key stakeholders as needed;• Wrote technical documents for testers, and end-users;• Expertise in Functional areas within CC&B including include all meter-to-cash functions including billing, cancel / rebill, credit and collections, and rates;• Expertise with field order management and integration to metering systems;• Expertise in end-to-end billing-related process flows within CC&B;• Experience with a variety of testing methodologies and tools;• Practical working knowledge of software testing methodologies: Agile/Scrum and Waterfall;• Experience with client-side technologies (CSS, HTML, JavaScript, etc.).

San Francisco Bay Area

• Managed vendor relationships which required coordination with other products, or processes, timing and communication challenges;• Inquiry and issue resolution tasks, including probing questions, consultation with key stakeholders, research environment constraints and technical specifications to resolve issues, debug defects, and eliminate/ minimize project risks;• Identified and implemented operational and technical changes needed in support of organizational goals and/ or product enhancements. (manage impact to vendor processes, plan language & documentation, communications, systems, etc.);• Identified and implemented process improvements that lead to greater accuracy, client and vendor understanding, and administrative efficiencies;• Developed tools and spreadsheets used for calculations or estimates related to data mining, energy usage, billing or payments.

San Francisco Bay Area

• Analyzed solar installation project applications compared to the state program eligibility criteria and the utility customer account information;• Processed eligible payments, communicated project status and supported customer and installation vendor throughout the entire process;• Analyzed energy efficiency rebate applications compared to the state program eligibility criteria and the utility customer account information;• Processed eligible payments, communicated project status and supported customer throughout the entire process;• Managed project schedules and coordinated resources for several teams including, system owner, architecture, design, development, test, and operations.

San Francisco Bay Area

• Verified Solar installation project and rebate application information against Customer Care & Billing system information and state renewable energy program participation guidelines.

San Francisco Bay Area

Maintained current client records and archived former client records for an international law firm.• Filing client records (e.g. summons, complaints, discoveries, orders, settlements);• Lead annual record retention effort to archive closed cases, update previously archived files with new documentation, organize open cases for easy accessibility, and update digital filing catalog;• Set up the physical and digital record retention system in the Los Angeles office to mirror the San Francisco Office record retention system.

Oakland, Ca

Monitored housing counseling activities for 55 branch offices in 32 states, supported grant application activities, and annual training and certification events.• Analyzed and monitored branch office activities in compliance with memorandum of agreements for each branch office and federal program guidelines;• Contributed to the grant application activities by researching market information, indexing supporting documentation, proofing application content, and electronically submitting applications;• Contributed to the training content by researching federal housing counseling program guidelines, real estate market statistics, and housing trends for each branch office location. • Documented and organized information in training handbooks, PowerPoint presentations, and creating a participant survey;• Analyzing survey results and summarizing as a lessons-learned document for future training planning;• Designed and maintained client database for 55 branch offices to use for reporting productivity and leadership to monitor contract compliance.

San Francisco Bay Area

Designed and facilitated job readiness training, managed job placement services, and managed academic support services annually to 320+ youth ages 14-24 years old.• Created and managed job readiness training;• Managed job placement for part-time and full-time employment;• Managed academic support services in collaboration with local tutoring agencies;• Managed SAT/ ACT and College Preparation services in collaboration with local college prep programs throughout San Francisco;• Created and implemented life skills curriculum to all participants, including but not limited to financial literacy, applying for an apartment, applying for a job, filing personal income taxes, interpersonal skills, and interviewing skills.

San Francisco Bay Area

Designed and facilitated youth leadership development training, managed youth leadership activities, and managed academic support services annually to 90+ youth ages 13-21 years old. Coordinated youth leadership events that served 150-300 youth per event.• Managed academic support services in collaboration with local tutoring agencies;• Created and managed youth leadership development training;• Managed SAT/ ACT and College Preparaton services in collaboration with local college prep programs.

Oakland, Ca

Completed administrative office tasks including but not limited to: scheduling counseling appointments, managing client electronic and paper files, administrative paper files, faxing, bulk mailing, answering phones, operating a multi-telephone line switchboard, assisting counseling center walk-in clientele; Also as a Professor’s Aide, assisted with preparing lesson plans and planning a book signing ceremony at the College.

San Bruno, Ca

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Concentration in Project Management

Certificate - Yellow Belt, Lean Six Sigma

Aa, Business Administration

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General

Business Administration with a concentration in Project Management