Work as a liaison among diverse stakeholders to gather and document business, functional and non- functional requirements via individual interviews and group sessions.• Assist stakeholders and project leaders with negotiating and prioritizing requirements.• Conduct business and/or functional gap analyses through a detailed understanding of the current and future business processes, and application systems.• Write clear, concise and unambiguous requirements, including the identification of risks, assumptions, and definitions.• Identify detailed business rules for application processing logic• Utilize diagrams as appropriate to communicate requirements such as process flows, context diagrams, system interface diagrams, data transformation and field mapping, etc.• Create simple user interface designs to communicate changes to existing systems.• Assist in project definition and scoping activities.• Plan, own and direct all business analysis activities throughout all phases of a typical SDLC AGILE project, including identifying appropriate stakeholders, outlining requirements gathering techniques and deliverables, providing work estimates, prioritizing tasks, ensuring requirements approval and sign-off, and assessing the impact of changes to requirements.• Support the project delivery AGILE team during design, construction and testing of the project.• Facilitate UAT by providing guidance on creating test cases and coordinating tasks.• Work with Trainers as needed to provide end-user training.• Multi-task across multiple mission-critical projects.

• Organizing internal and external focus group/JAD sessions and core IT team group sessions for design and business rule creation. • Apply AGILE Implementation Methodology and enforces project standards. • Create WBS in order to scope out projects• Creation of activity diagrams for current and proposed workflow.• Monitor and control project scope to ensure adherence with baselines and change control management procedures using Rational ClearQuest. • Ensure project documents are complete, current, and stored appropriately using Rational ClearCase.• Initiate projects and develop keen understanding of importance factors, project objectives, linkages to strategic objectives, and key stakeholders. • Facilitate team and customer meetings• Document Business processes• Develop test scenarios and test cases• Develop and perform UAT

Provide complete support for the new initiative team in the documentation of the Order to Pay and Pre-Production Assistant systems integration project. Duties include organizing internal and external JAD and core IT team group sessions for design and business rule creation. Development of the scope document, as well as securing stakeholder signoff. Produce diagrams for the existing process flow, as well as the proposed process flow. Compose the functional specification document (FSD) and presentation. Organize and conduct field surveys and field JAD sessions in order to perform gap analysis between business and field needs and IT capabilities.

• Strong commitment to internal as well as external customer satisfaction• Handle all escalations from customers• Proven ability as team leader who develops full potential of each staff member through coaching, counseling and providing opportunities for growth• Solid analytical skills• Develop and maintain several reports • Strong communication skills; able to work with all departments• Expertise in Health & Safety related to Facilities Operations• Led local team in Business Continuity and Disaster Preparedness functions• Responsible for all account management reviews, raises, hiring’s and dismissals.• Ability to manage multiple projects simultaneously

• Track and document departmental performance for benchmarking and improvement in order to meet corporate service level agreements.• Management of the automated maintenance experience (BMP2, CTP, ICORE, NETSCOPE, WEB PORTAL)• Analysis of automated fall out and the system fix to prevent re-occurrences.• Manage and direct activities of internal and external suppliers to ensure timely trouble resolution.• Implement and execute new process improvements through documentation and training. • Manage and track multiple projects on a tight timeline ensuring the quality of customer service.• Document existing processes, performing gap analysis and identifying enhancement opportunities.

Project and process manager supporting Billing, VoIP, Integrated Access, UNE, Retail, Resale, Wholesale and corresponding back office systems. Support the Customer Implementation (factory) in processes, methods and job aids.Development and documentation to support the Customer Care Department Identify change opportunities where appropriateFacilitate/Champion necessary changes within departmentsReview all change opportunities Determine priority based on anticipated benefit (monetary, cycle time, performance improvement, etc.)Incorporate desired changes, based on assigned priority.Provided gap analysis functions to facilitate best practices.Serve as mediator between groups to resolve process shortfallsDetermine which processes are responsible for shortfall and facilitate appropriate corrective action.Review board for proposed process changesReview all desired changes and evaluate for downstream effectsManage responsibilities and efforts of Process Analysts

Procurement of materials and supplies for all departments using SAP.Ensured proper maintenance and repair of computer hardware and software, phone systems to include IVR/CCMIS/ACD issues.Ensure contractual Service Level Agreements (SLAs) were met.Strengthen client relationships.Coordinated employee recruitment and training.Development of employee incentive/recognition programs, work assignments, salary, and disciplinary actions. Oversight of all operations for Interconnection, Resale, xDSL, CF, and ISDN/BRI departments Analysis Data gathering.Reviewing and identifying best practices to be implemented.Document business requirements Recognized SME on process and functionality for the IT Requirements Management team. Develop Use Cases from requirements captured.Local operations budget oversight and justification.Report building, and oversight of Performance Measures to ensure limited PUC penalties.