Lead Business Analyst for Air & Water sub-business within GE Appliances. Responsible for representing the needs of the business team in various company-wide projects such as Oracle ERP migration, international ordering, delivery & billing and post-sales customer support. Led small projects to implement specific application changes related to the business unit when necessary.

Provided support to call-center team for projects related to improving customer & consumer satisfaction as well as agent productivity. Identified problem areas and working with offshore team developed solutions leveraging exiting technology including in-house developed applications as well as third-party solutions. Used standard change control practices to test & promote solutions to production as well as adding monitoring capability.

Supported existing call-centers with projects designed to increase customer & consumer satisfaction as well as agent productivity. Supported numerous existing applications as well as developed new applications using Amazon Cloud Services. Participated in project to migrate existing phone environment from on-prem Avaya solution to AWS Connect. Served as subject matter expert for existing call flows as well as identifying how to leverage the new technology in the best way. Built multiple specific business applications connecting the tool with back-end systems to extract needed call data. After the project was completed, continued to lead team with improvements and business-directed changes.

Provided development and application support for various call-center applications including the first consumer directed text messaging notification process which was used for appliance repair and delivery notifications. Worked closely with call-center business owners to identify opportunities to improve the caller experience as well as reducing unnecessary transfers between agents.

Lead IT operations team in supporting mainframe & midrange mortgage origination & servicing systems. Coordinated mainframe support with remote data-centers ensuring continual operation & processing. Managed change control process with application development team to ensure that changes being introduced impacted the existing production environment as little as possible. Responsible for bringing a large scale operational environment to a small, growing company.

Started as a programmer trainee. Completed 3 month in-house training and was assigned to support a group insurance system. Duties included loading customer data tapes into internal databases. After two years, I transferred to the internal IT HR group where I worked as part of a team that supported internal job postings as well as experienced external hires. Duties included defining the role needed by the hiring manager, interviewing prospective applications, working with the salary team to build an offer and managing any hiring issues. After 3 years in that role, I transferred to a remote-programming facility and where I provided support for a newly acquired mortgage business.