~ Over ten years of proven professional management and customer relations experience.
~ Demonstrated ability to drive project execution in an organized and disciplined manner.
~ Experience working with business and technology leaders, software engineers and system administrators.
~ Passionate about building creative process solutions that are not constrained by technology limitations.
~ Excellent communication, leadership, mentoring, planning, analysis, and training skills.
~ Solid scheduling and budgeting, troubleshooting, and strategic thinking experience.
I have a very strong knowledge of computers, peripheral devices and software applications, as I have been
using them within the work environment since 1989. With a full working knowledge of the following:
~ Windows OS: 2000 Pro/Server, XP, 2003 Server and Vista
~ Office versions 2000, XP, 2003 and 2007
~ MS Project, Visio, Access, Excel, Outlook, PowerPoint, Word and FrontPage
~ Data and Process Modeling, Zachman Framework, ORM, IDEF0
~ OOSAD, SDLC, BI, CMS, UML, RUP, CASE Tools
~ CRM: Siebel Sales Enterprise/Call Center
~ Corel Graphics Suite, and familiarity with Adobe Creative Suite and Macromedia products
Wimmer Solutions - (Microsoft Contract SMS&P MSPP Partner Portal) Redmond, WA - Mar. 07 - Present
Business Systems/UAT Analyst
~ Review functional and technical specifications following the Systems Development Life Cycle (SDLC)
to create User Acceptance Testing (UAT) test scripts and scenarios.
~ Expert writing skills applied to project planning and specification documents.
~ Participate in meetings with technical and non-technical audiences.
Project Manager/Business Systems Analyst
~ Plan, conduct, and manage all phases of complex business project; excellent judgment and critical
thinking skills.
~ Develop functional and technical specifications following the Systems Development Life Cycle (SDLC)
including: data and requirements gathering and analysis, complete documentation.
~ Expert writing skills applied to project planning and specification documents.
~ Facilitate JAD sessions and meetings with technical and non-technical audiences.
Internship/Business Systems Analyst
~ Attend JAD sessions to obtain client requirements and provide suitable solutions for database application.
~ Define and create database schema, entities, and attributes. Create database from the design specifications
using SQL Server 2000.
~ Create a full test plan and test cases for, perform testing on, and manage bugs for pre-release application.
Business Analyst
~ Research, co-ordinate and complete a variety of system and tool implementation projects.
~ Troubleshoot, track and monitor agency and campaign owner issues.
~ Attend and chair agency- and business-related meetings and conference calls; assist with team operational
needs, and collaborate with multi-functional teams.
~ Write and review project documentation, create test scenarios for process and internal application releases.
~ Create Access databases for metrics and reporting purposes; utilize MS Project for tracking purposes.
Support Analyst 2/Team Lead (Tier 2)
~ Perform project management, business systems and support analyst responsibilities.
~ Key player in UAT, smoke testing and release project for new version of Siebel (7.5.x) application.
~ Provide bug reporting and documentation; attend bug triages and specification review meetings to provide
feedback from a support aspect, monitor system environment, and behavior.
~ Attend meetings with the Analysis, Development and Test teams, as well as PMs, GMs and VPs.
~ Create extensive technical documentation, including training materials for Tier 1 and Tier 2 teams.
~ Utilize SQL stored procedures and simple queries for troubleshooting and metrics.
~ Manage, monitor, assist and supervise Tier 2 worldwide team members on daily tasks and support functions.
~ Communicate technical and business issues to technical and non-technical audiences.
~ Managed on-boarding of new products for support by Tier 1 and Tier 2 teams.
Senior Support Specialist (Tier 1)
~ Set-up and develop Tier 1 helpdesk environment and team of 14 new technicians.
~ Same responsibilities as Senior Support Specialist below.
Senior Support Specialist (Tier 1)
~ Similar responsibilities as Associate Services Support Specialist, but with added responsibilities.
~ Manage metrics reporting, cross-team collaboration meetings, and notifications about product changes.
~ Monitor, supervise, and provide feedback on the teams efforts in all areas, in addition to providing training.
~ Creation and maintenance of knowledge base articles, application, and training materials.
~ Assist manager on successful completion of various projects.
Associate Services Support Specialist (Tier 1)
~ Provide extensive phone support for internal Microsoft employees worldwide in a high-volume, call center
environment as part of a team.
~ Gain basic understanding of 300+ Microsoft business applications and tools (both thick and thin clients)
in order to troubleshoot and resolve or escalate; creation of technical documentation.
Sign Technician/Department Manager/Self-employed
~ Rapid advancement in short timeframes to managerial level positions. Providing the basis for a strong
managerial skill set.
~ Responsibilities included graphic design/CAD, fabrication, and application of signage, training apprentices,
inventory, purchasing, scheduling, and assisting in the daily functions of the company.
~ Operated my own sign company and performed all aspects of business ownership.
Project Management Institute (PMI) 2006
International Institute of Business Analysis (IIBA) Member of the Seattle Chapter Communications Committee 2006
Bellevue Community College Project Management Association (BCCPMA) 2005
Phi Theta Kappa / Alpha Alpha Lambda Chapter 3.96 C-GPA (Honor Student and included on The National Deans List) 2006
Project Management Certificate March 2006
Business Systems Analyst Advanced Certificate December 2006
Database, Requirements Analysis and Systems Development Short Certificates December 2006
Business Management (E-Business) ATA and Business Management ATA June 2007
Entrepreneurship and Small Business Management Certificate June 2007
Certificates and Degrees in Progress: Anticipated Completion:
Database Technologies ATA Degree June 2008