Nancy Wong

Experience

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  Perot Systems Corporation (at Cal PX) and California Power Exchange

  Jan 1999 - Jan 2001

  Business Consultant

  Defined and documented business requirements for Trading and Clearing reports, user entry screens, and back-office requirements. Managed IT tasks for new product implementations by partnering with business areas, IT staff and consultants, and vendors. Researched IT related areas/tasks to identify project costs. Facilitated resolution of IT/business issues as IT contact for Settlements and Finance departments. Provided status on IT projects and escalated issues for business areas.

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  Los Angeles County Metropolitan Transportation Authority

  Jan 2001 - Jan 2010

  Sr. Departmental Systems Analyst

  Designed, implemented, and managed customized applications. Applications included enterprise correspondence management system to track and route incoming and outgoing correspondence for the Office of the CEO, web-based automated agenda system to manage Metro Board meetings, and web-based Board Motions Log to track motions for staff accountability. Worked collaboratively with users to develop and document policies, workflows, and practices to increase effectiveness of systems. As link between business units and technical staff, communicated users’ needs and facilitated problem resolution.Managed projects for procurement and implementation of software applications to streamline Metro Board and Office of the CEO processes. Responsible for market research, authoring Request for Proposal and demonstration documents, and evaluating responses. Worked closely with user and Procurement teams to ensure users’ needs were met and Procurement policies were followed. Liaison between users, vendors, and IT staff during design, configuration, and implementation. Developed user manuals and trained users. Show less

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  Disney Parks, Experiences and Products

  May 2011 - Jun 2023

  Business Systems Analyst

  Strategic Partnership: Partnered with the development and business teams to develop and improve key tool used to provision new organizations and their users for Disney applications. Provided requirements and feedback for new features, created and updated documentation and communications used to inform and train users. Collaborated with other teams and provided input to their planning and launch efforts to facilitate smooth rollouts when new applications were integrated. Business Analysis: Launched, maintained, and improved Help site that provides 24/7 self-service to licensees and internal users to search and view common FAQs, see announcements, and access application links. Continued to curate and publish FAQs each quarter to introduce new applications and address recurring support incidents. Collaboration: Collaborated with other teams to develop and enhance a catalog form that tracks the provisioning process for applications from request, approval, and fulfillment. Documented and verified requirements to incorporate new applications, roles, and enhancements through partnership with support and application teams. Technical Support: Delivered Level 2 operational support to licensees, internal users, and global support teams to resolve escalated critical and complex incidents. Identified and mitigated risks and proactively addressed issues to reduce impact on service levels. Created ongoing reference documentation to equip support teams with tools to resolve issues. As the Subject Matter Expert, collaborated with global support and development teams across the organization to drive continual service improvement. Show less