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♦ Led, trained, and mentored team of six internal Business Analyst contractors as well as onsite client teams. Provided input on hiring selection and contractor conclusion for internal resources. ♦ Served as technical analyst to navigate system selection/integrations through multiple company mergers and sunsetting legacy systems.♦ Assessed, recommended, and implemented standardized processes/procedures to align business goals for business continuity.♦ Key contributor to developing best practices for strategic project planning and resource management in collaboration with Project Managers.♦ Authored functional/systems requirements working with developers to translate user needs.♦ Crafted and maintained scrupulously documentation standards for requirements, test cases, bug tracking, user acceptance, and release management.♦ Tracked requirements across three environments; development (created forms and manipulated forms within the applications for Developers to code environment), QC (where BA and User Acceptance testing was performed) and pre-production environment where deployments were tested before changes were pushed to production environments.♦ Maintained documentation, devised critical standards/processes for business requirements capture/tracking from user stories. ♦ Provided ongoing change management, facilitated presentations to staff communicating process changes and ensuring successful adoption. ♦ Coordinated end user testing within test environment, verified completion of end-to-end testing and obtained sign-off. ♦Documented and ensured bug tracking issues mitigated prior to deployment into production environment.

IT Business Analyst for Enterprise CRM. including Contracts and Billing, Logistics, Service Delivery, Filed Service, Onsite, Mobility Solutions for Dispatch Technicians.

In this role I was tasked with systematically gathering business requirements from business stakeholders and end users. I tracked requirements from elicitation through release with meticulous attention to detail.♦ Generated Business Requirement Documents (BRDs) and specifications/scope. ♦ Devised business process workflows, use case diagrams/documentation, and screen mockups. ♦ Conducted comprehensive current/future state gap analysis on business processes, capabilities, challenges, systems, and quality. Mapped out gaps and formulated recommendations for effective mitigation and implementation of highly efficient/automated solutions. ♦ Documented functional specifications and partnered with developers to define and compose system requirements translating end user needs on process/system upgrades, enhancements, and deployment of new innovative technology solutions. ♦ Gained buy-in from end users for new technology deployment and adoption. Liaised between end users and developers establishing rapport to promote cohesion and timely deliverables. ♦ Coordinated with users remotely via Zoom and onsite to conduct comprehensive User Acceptance Testing (UAT) and obtain sign off according to requirements.♦ Led detailed bug tracking; documented, ranked, prioritized, and ensure remediation prior to release into production.♦ Integrated tactical plans and scheduled/allocated resources for critical enterprise solution deployments. ♦ Diligently administered and maintained Requirements Management Plan for user requirements. Identified CRM gaps during conversion of on-premise CRM system to Amdocs.

When I launched my career with CompuCom in the early days, I served as SME and Team Lead for ~20 Service Desk Agents supporting six premier accounts. Troubleshot and ensured prompt resolution to system issues providing exceptional customer service virtually and onsite. ♦ Key contributor for process improvement, automation, and implementing self-help strategies for clients to streamline efficiency and improve resolution times. Devised documentation and reporting