Sam Mathews Email & Phone Number

Fort Worth, Texas, United States

● Delivery leader in Artificial Intelligence Center of Excellence which produced strategic solutions using Machine Learning, Robotic Process Automation and Natural Language Processing● Partnered with Product Manager to establish a product vision and worked independently to build roadmap and guide development using Agile values and deliver automations that generate $7M value to enterprise● Defined and prioritized product features and user stories and delivered automation that reduced SLA by 500%● Directed delivery of an automated Machine Learning solution that summarized unstructured data yielding over $1M annual value● Support business case creation by assessing feasibility, defining value statements and driving prioritization of cross functional scrum team user stories

● Delivered business, functional and transitional requirements to build new application that integrated data from disparate systems and presented information and provided new capabilities utilizing Salesforce community● Documented user stories and acceptance criteria and priorities of features for sprints● Performed data analysis to define required data elements across automated and manual data input files. Defined mapping of data attributes from 4 different systems to new database ● Developed user test cases, generated test data and validated results throughout the project life cycle● Facilitated business process re-design including coordination of training for internal and external users● Managed user acceptance testing by identifying tester requirements based on use case, explaining requirements and functionality, overseeing test case development, coordinating testing, bug tracking, re-testing and sign off ● Defined metrics that helped to measure user adoption and feature value and use

● Use strong communication skills while working across cross functional groups to provide business systems analysis in the financial payment processing industry● Elicit business and functional requirements in customer facing role and ensure clear communication and documentation of specifications and requirements● Part of the project leadership team along with Project Managers and Technical Leads to assess customer requests, manage scope and customer expectations and communicate to development and quality assurance teammates● Work in an agile environment ensuring understanding of the customer requirements in order to deliver testable features in timely fashion.● Documented detailed requirements of files, reports, APIs, IVRs and web page function and design

● Work as a liaison among diverse stakeholders to gather and deliver over 100 business, functional and non-functional requirements documents via individual interviews and group sessions.● Performed Business Analyst duties on high risk and compliance driven initiatives● 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.● Contributed to the team Business Analysis center of excellence by building team glossary, developing Microsoft Word BRD, FSD and Enhancement Request templates and UAT plan. ● Utilize diagrams as appropriate to communicate requirements including: process flows, context, swim lane, use case and state diagrams.● Create simple user interface designs to communicate changes to existing systems. ● Plan, own and direct all business analysis activities throughout all phases of a typical SDLC 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 team during design, construction and testing of the project.● Facilitate UAT by providing guidance on creating test cases and coordinating tasks.

● Led on boarding process providing remote managed services of network/voip and Cloud infrastructure● Worked closely with sales team including understanding customer needs for quotes, RFP/RFI process and writing SOWs● Collaborated closely with development team to implement performance measurement and SLA reports● Engaged customers to highlight value of service delivered, assess customer needs and drive problem resolution● Worked closely with operations teams to identify risks that could impact service level agreements and recommend and implement risk mitigation measures to achieve contract compliance and ensure customer satisfaction ● Achieved 100% renewal of eligible contracts by working closely with sales team, operations and customer

● Served as the customer’s single point of contact for software and hardware installation. ● Handled escalation duties including coordinating responses from multiple departments, communicating to senior management and managing customer expectations● Experienced in handling high pressure situations with strategic accounts including Fortune 500 customers such as GE, HealthNet, and McKesson● Oversaw pre-sales activities such as development of high-level scope and cost estimation● Responsible for managing projects to cost, schedule and customer satisfactionDeveloped Implementation Process Templates for field engineers, adding accountability while reducing install defects by 60 %