Rod Watson Email & Phone Number

Virginia Beach, VA, US

Virginia, United States

Lead IT Analyst - Telecom & Contact Center

Virginia Beach, Virginia, United States

• Provided technical consult for new business projects, implementations, expansions, changes, market re-bids, and migrations. Liaison between Business Owners; Technical Stakeholders, and Vendors for systems and.
• Developed, designed, and implemented business initiatives and projects, in collaboration with Business, IT, and vendor… Show more Provided technical consult for new business projects, implementations, expansions.
• Developed, designed, and implemented business initiatives and projects, in collaboration with Business, IT, and vendor stakeholders.
• Collaborated with teams of Business Stakeholders, Project Managers, Change Advisors, Analysts, Developers, and vendors assigned to large-scale projects.
• Systems & Support - Expansion of BA-II/III scope.
• Scaled Agile Framework (SAFe®) Product Owner / Product Manager (POPM)- GBD-Verint, GBD-Outbound Dialer, GBD-TCPA, GBD-Fax/Fax II- GBD-Reporting - shared resource for GBD-NCC Analytics Team to support reporting.

Virginia Beach, Virginia

• Provided operational, application, telephonic, and technical support for Government Business Division and Healthcare Management Services (HCMS) contact centers and business teams. Served as Technical liaison between.
• Collaborated with business partners as technical resource for Government Business Division and HealthCare Management Services (HCMS) business units, including system administration… Show more Provided operational.
• Collaborated with business partners as technical resource for Government Business Division and HealthCare Management Services (HCMS) business units, including system administration and support, optimizing communication.
• Translated business needs into detailed requirements documentation and flowcharts.
• Wrote user stories, acceptance criteria, and test cases/scripts.
• Performed UAT and/or Production Validation, and provided sign-off on solution deliverables.

Virginia Beach, Virginia

• Provided operational, application, telephonic, and technical support for Government Business Division and Healthcare Management Services (HCMS) contact centers and business teams. Served as Technical liaison between.
• Collaborated with business partners as technical resource for Government Business Division and HealthCare Management Services (HCMS) business units, including system administration… Show more Provided operational.
• Collaborated with business partners as technical resource for Government Business Division and HealthCare Management Services (HCMS) business units, including system administration and support, optimizing communication.
• Translated business needs into detailed requirements documentation and flowcharts.
• Wrote user stories, acceptance criteria, and test cases/scripts.
• Performed UAT on behalf of, and/or with, Business Stakeholders, and facilitated post-release production validation

Virginia Beach, Virginia

• Performed systems administration duties for enterprise training environment.
• Systems Administrator of Oracle (PeopleSoft) applications - Enterprise Learning Management (ELM), HR Training Admin, Enterprise Portal (PTL), and other Learning Management Systems (Skillport and Element K).
• Administered end-user security profiles for multiple Training Environments [Facets (FAC1T), Care Compass (CAE1T), Care Enhance Review Manager (CERMe)]
• Gathered requirements, clarified business… Show more Performed systems administration duties for enterprise training environment.
• Gathered requirements, clarified business needs, defined project scope and objectives.
• Drafted and maintained process documentation and flowcharts to illustrate tasks and, dependencies.

Virginia Beach, Virginia

• Supported end-to-end service delivery and trouble management operations of Commercial telephony and internet products.
• Conducted gap analyses of end-to-end service delivery and trouble management operations for Commercial telephony and broadband products.
• Created Service Delivery and Trouble Management flowcharts to identify dependencies and streamline processes.
• Developed reporting for Leadership and task owners.
• Acted as liaison to Corporate and Regional offices to… Show more Supported end-to-end service delivery and trouble management operations of Commercial telephony and internet products.
• Acted as liaison to Corporate and Regional offices to share best practice documentation and reports.

Virginia Beach, Virginia

Managed department of voice switch and broadband switch Systems Administrators for a Telephone and DSL Internet Services.

Virginia Beach, Virginia

Systems Administrator - telephony and broadband services.