ELP Aviation Delivery Business Analysts are members of a techno-functional team specialized in implementing and delivering ELP’s suite of custom software solutions for various airlines. Delivery Business Analyst will be the Subject Matter Expert on these solutions and be involved in end-to-end solution implementation of each product, including training airline analysts on the tools.Our MissionProviding creative, innovative, honest solutions solving unique, complex issues plaguing the airline industry.Our VisionRevolutionizing the airline industry with flexible, cost-effective core software built byairline people for airline people.

• Proactively and creatively works to provide a schedule that drives revenue retention through client satisfaction as well as employee retention through consistent work-life balance.• Allocates simulator instructor's resources to maximize revenue and employee efficiency. Creatively solves complex allocation issues while staying within regulatory and CAE guidelines.• Independently adapts the schedule to fluctuating demands including last-minute cancellations and instructor's absence calls.• Acts as the key execution point of all training within CAE-responsible for allocation of all program-related resources in a manner that both maximizes revenue and ensures the long-term health of the program.• Communicates with their assigned training manager, sales, and customer service to react to customer requests and proactively address possible training concerns.• Seeks opportunities to improve revenue efficiency by optimizing booked schedules and providing clear slots for sales to fill. Balances responses to both clients and sales in a way that ensures balanced support for all clients and ensures high-quality training.• Follow regulatory requirements to ensure that all training is booked and scheduled within the specific NAA (National Aviation Authorities) regulations.

• Working business and home loans for disaster victims from Florida, Texas, US Virgin Islands, and Puerto Rico screened by SBA field associates; discuss proposed loans with applicants to confirm understanding of the loan request. Analyze financial data including federal tax returns; execute proper loan structure, and render decisions on applications by utilizing the Disaster Credit Management System (DCMS) by determining eligibility, creditworthiness, repayment ability, and collateral. Among some of the duties performed. Frequent customer contact over the phone and email to verify damages. Provided service through the resolution of customer concerns over loan applications and providing the first line of response to assure a natural disaster. Last three months I was assigned Acting Team Lead analyzing Loan Officer loans.

• Identifying and scheduling customer deliverables and tasks including customer support (user manuals & documentation). Organizing training, liaising with the future Account Management and AIMS developing team, and customer support. Responsible for customer’s new customizations within the timeline. Built high- level strategic relationships to assure continual account satisfaction with superior service and personalized customer care. Assured account satisfaction through quick responsiveness to accommodate customer service. Gathering prices and quotations for projects and customizations. Organizing with team members and assign tasks to meet the proposed milestones. Creating and maintaining activity and progress reports, project deliverables. Documentation improvements, which included maintaining, qualified in all training and subject matter expert of accounts procedures as well as the marketing documents. Also, have a thorough knowledge of the AIMS software to educate the client to continue a high level of customer service of Part 121 operation.

• Responsible for testing all AIMS software patches and Bi-Annual upgrades to minimize bugs and deliver a quality product to all users. Oversaw company users and acted as the primary liaison between user and Crew Schedulers and planners. Strengthen and maintain current business through constant communication and dependable customer service to build trustworthy relations. Managed crew logistics for all operational and training planning while achieving 100% crew availability and zero reportable regulatory compliance issues. Coordination in the logistical needs of over 150 crewmembers to utilize efficiently the company resources. Ensured company economic goals while maintaining regulatory compliance in part 91 and EASA rule regulations. Additionally, provided support via phone, email to the crewmembers, and planners. Ensure that all Crew Certificates are linked between Pelesys and AIMS software. Create, change, modify, and delete user accounts as necessary to be SOX and GDPR compliant. Audits arc performed quarterly. Work with the regional teams and adjust all crew allowances and crew schedules to ensure crew members are paid accurately. Provide support per request from various groups. Investigate and troubleshoot issues. Coordinate with IT to apply software patches and upgrades regularly. Provide support in Crew Scheduling Quality Assurance testing, using JIRA, and ServiceNow ticketing system. Create work instructions for all end-users and train end-users.

• As a Sr. Quality Assurance Engineer, I directed quality assurance efforts with a staff of Contractors including distribution of daily reports, team leadership, ownership of crew scheduling system, UAT, troubleshooting, and contribution to daily defect triage and status meetings. Some of my key contributions include:Develop and executed test plans in partnership with business owners and compliant with FAA, AA, and APFA work rules.Write user stories and process flows during manual application end-to-end testing generated from the business requirement and functional requirement documents identifying a multitude of business scenarios and test cases.Leverage emotional intelligence and energetic profiles to lead, mentor, coach and support a team of 12 Contractors.Serve as Agile ScrumMaster in the coordination and facilitation of testing requirements for each sprint (cycle) with DXC staff.Performed extensive data mining, extraction, analysis, and manipulation to deliver various test exercises during UAT.

• I managed a total of 1200 users administered all testing for the AIMS patches and Bi-Annual upgrades to minimize bugs and deliver a quality product to all users.- Ensure that all Crew Certificates are linked between Pelesys and AIMS software- Testing Electronic flight bag system to ensure data synchronized correctly back to AIMS.- Create, change, modify, and delete user accounts as necessary to be SOX and GDPR compliant. Audits arc performed quarterly. - Work with the regional teams and adjust all crew allowances and crew schedules to ensure crew members are paid accurately. - Provide support per request from various groups. Investigate and troubleshoot issues. - Coordinate with IT to apply software patches and upgrades regularly. - Provide support in Quality Assurance testing, using JIRA, and ServiceNow ticketing system. - Create work instructions for all end-users and train end-users. Helped developed BI reports. Investigated IT incidents to identify false positives. Refined and improved the existing documents system to make it easier for the users to read.

Managed all crew logistics for the entire Australia business unit including all operational and training planning while achieving 100% crew availability and ZERO reportable regulatory compliance issues.• Planned and modeled all strategic and tactical workforce requirements for regional operations to ensure 100% contractual compliance and improving operating efficiency by 20% over two years.• Coordinated the logistical needs of all pilots, engineers to ensure efficient movement of company resources while also planning the most economical travel resulting in a reduction of 50% of travel-related overtime and reduced CHC's travel spend by $250,000.• Selected to lead a team of planners in implementing quality control best practices across 5 global business units affecting 13 Air Operating Certificates and over 800 direct employees. Planning compliance findings decreased by 50%.

Crew Tracking Analyst, Dec 1991 – Mar 2012• Crew tracking Analyst, Pilot, and Flight attendant daily and future Planning, 1996-2012• Lead Supervisor in Miami Hub, Managed daily flight Operations.,1993-1996• Operations load planner, 1992-1993• Airline Passenger Service Agent, 1991-1992