Sam Gross Email & Phone Number

Plano, Texas, United States

• 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.

• 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.

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.

• 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

• 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.

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.

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.