Lead IT transformation strategy in support of organizational change management activities. The position evolves the culture of technology engagement in a product centric delivery model and influences end-to-end IT transformation initiatives across all impacted business capabilities and program areas.

Worked to evolve the culture of technology engagement, build effective partnerships, drive business value, and satisfy organization purpose. Worked directly with technical and non-technical individuals to build trust and foster collaborative engagements between business partners and IT leaders and resources in every aspect of IT governance, analysis, development, and execution from ideation through production. Leader in the development of strategic product delivery road maps and other visuals to inform decisions around resource planning, service prioritization, and technology goals. Facilitate collaborations between multiple resources to develop appropriate communication vehicles for consumption by both internal and external stakeholders and organizational leaders to drive value and deliver consistent messaging and resolve escalated impediments and issues. Served as single point of focus to various business partners to successfully meet enterprise-wide initiatives, including SaaS, cloud hosted, and on-premise system implementations across multiple environments and business units. Core resource in Agile, SAFe, and Waterfall project ceremonies and phases. Researched and created executive level budget presentations detailing actual and anticipated technology spend focused on a technology value narrative. Respected "voice of the business" for all matters related to assigned business partner workstreams and product lines.

Authentic is a world-class digital agency headquartered in Richmond, Virginia with offices in New York, New York; Washington, DC; and Lima, Peru that is reinventing the way companies leverage digital channels to reach their customers. As a Senior Business Analyst, my role included acting as a liaison between clients and technical and creative resources to define and analyze requirements through interviews, work sessions, site visits, business process descriptions, user stories, scenarios, business analysis, task and workflow analysis for several large to mid-size projects. Directly and proactively communicate with business partners and technical teams to define and prioritize requirements, evaluate potential solutions, assist in defining a proposed solution, and develop model business processes. Work closely with UX, Designer, System Architect, Developers, and QA test teams to ensure delivered solution aligns with business requirements, functional requirements/specifications, use cases, business rules, business process models. Developed and analyzed results of stakeholder surveys for use in discovery documentation and solutioning. When acting in role of Product Owner for multiple engagements, led and participated in Agile activities using both Scrum and Kanban approaches to identify and manage successful solution delivery. Led internal team and external client face to face and remote meetings and workshops. Captured and communicated complex solutions in user friendly terms that were easily understood by our business partners.

Liaison between banking mortgage business process owners and product delivery teams to automate existing internal and client-facing processes. Responsible for facilitating side by side meetings with business users that currently perform the functions to be automated to fully record step by step all of the actions the teammates take to perform the process to be automated within PEGA Robotics automation solution. Documented requirements in traditional BRD, as well as, generated Epics and User Stories for use in Agile Scrum development activities. Responsible for analyzing as-is process and diagramming to-be business process automation as a function of user story creation and documentation. Work closely with developers on Agile teams to gather all information needed for the process automation and to ensure all steps to be performed as a part of the automation are fully understood. Work closely with QA team to ensure functional and regression tests are completed successfully.

Joined a project team executing a DoD project that was trending red and worked closely with PM to re-establish relationship of trust and confidence in agency’s ability to revamp web solution resulting in contract extension. Coordinated, scheduled, and led multiple elicitation sessions with key stakeholders and “doers” to understand and document client needs. Managed and tracked developments against requirements using tools such as Jira, MS Word, and MS Excel. Project turn around was immediate and led to client extension and employee bonus. Created and led internal “brown bag” training session on topic of Agile best practices. Developed test plans (UAT & Integration) and test schedules to validate new functionality. Collaborated in work sessions to perform root cause analysis of production issues to identify and implement corrective and preventive measures. Coordinated deployment package releases with developers, project manager, and client IT staff to include monitoring version releases.

Defined, measured, analyzed, improved, and identified controls for new and existing business processes.Designed and assisted in the management of business process optimizations and improvements. Participated in organization Change Advisory Board (CAB) promoting and documenting accountability and responsibility for changes in the business environment.Elicited and documented requirements and define objectives using techniques such as data modeling, user stories, and use cases. Performed process reviews including manual and automated processes to streamline business operations to improve organizational efficiency and effectiveness. Provided detailed requirements documentation of user needs and program functions.Led initiatives with programmers and SharePoint designer to design and implement feature changes and data integrations.Coordinated and led test activities for system requirements by generating test plans and test cases.Led application feature verification and validation activities with functional users and technical staff.Researched new system initiatives and offer impact analysis and strategic alignment solutions and findings. Conducted frequent customer follow up to ensure process success and customer satisfaction.Employed industry best practice tools and methodologies, including ITIL and Six Sigma, to improve functional and technical processes.

Reviewed, documented, proposed IT processes and procedures for VSU Technology Services team. Suggested process improvements and process re-engineering as appropriate. Worked closely with IT Operations and Administration to identify process benefits and risks and document supporting procedures.Created workflow and process diagrams for multiple functional areas and present same. Coordinated and facilitated brainstorming meetings with process owners to elicit information for potential process improvements.

Developed, coordinated, and presented training material for Department of Defense Logistics Agency Enterprise Help Desk staff and customers. Trained 70 + Technicians to support 40,000 + usersCoordinated with Federal agency customers and other stakeholders to ensure an understanding of policies and procedures in order to communicate the same to help Developed technical user guides and job aides for various audiences as requested. Provide ongoing process evaluations are performed to provide updates to training as necessary.Remained current on technical troubleshooting processes including Active Directory (AD) account statuses and profile updates. Implemented training improvements that immediately impacted improved support staff performance metrics.Coordinated and conducted new hire staff orientations and training. Frequent travel to conduct site training and assess training effectiveness.

Performed data analytic reporting and analysis. Collected and analyzed data to report routine and "on demand" Help Desk metrics. Ensured that professional support and response standards are met and maintained. Developed a thorough understanding of client's applicable hardware/software configurations including system backup/recovery, basic software management, security management, help desk management software, and library management. Successfully resolved technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems. Served as the initial point of contact for troubleshooting hardware, software, PC, and printer problems.

Technical Project Lead for various process implementations; including process analysis, research, troubleshooting, and elicitation interviews with key decision makers and process owner.Technical Support Lead for Human Resources implementation of online job announcement and employee portal and integrated server-based check printing process.Independently gathered, organized, and prepared resources for technical training sessions.Researched, evaluated and tested new web accessible IT ticketing system.Configured, deployed, managed new IT ticketing system and documented usage procedures for same. Part of a team that successfully planned and migrated 300+ Novell users to a new Active Directory network and documented project processes and maintenance of same.Provided daily e-mail application and server administration for 600+ users.Developed district-wide E-mail Usage Policy where none previously existed.Mailbox management and administration to include account creation/modification/deletion.Developed a data backup/recovery plan where none previously existed and implemented the same.Created and modified Active Directory objects in mixed Windows Server 2003/Server 2008 environment. Documented configuration settings and procedures for troubleshoot switch and router setup and outages. Primary technical support for 300+ technology devices at local site; assisted with support of 1500+ devices.Strong customer service and problem solving skills paying close attention to issue details.Independently gathered, organized, and prepared resources for technical training sessions.Performed incident troubleshooting and resolutions and managed customer expectations and follow-ups.

Provided Level 2 technical help desk support and resolution for 1000+ user. Developed and administered Help Desk SharePoint portal for access by multiple agencies.Collected metrics from ticketing system regarding service requests and resolutions.Developed training outlines and taught classes on various aspects of basic network and computer usage. Trained and coached technical support staff in the use of new work order ticketing systems. Researched and developed technology based curriculum for students in a classroom setting. Gathered, organized and prepared materials and equipment for technical training sessions. Established and maintained internal/external customer relationships. Installed/upgraded various software products in multiple environments. Analyzed and resolved end-user hardware & software issues in person and via remote desktop tools. User Account creation/modification/administration: MS Exchange, Active Directory.