Experience

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  Tyco simplexgrinnell

  Oct 2001 - Jun 2008

  Project designer and project manager

  - Problem-solved in high-pressure situations to develop solutions that were both time effective and budget conscious- Responsible for communicating involved, technological information to non-technical professionals, outside vendors, and internal technical specialists- Oversaw projects through assessment, design, implementation, testing, and acceptance to ensure project requirements were met- Determined project milestones and tracked progress- Recognized for managing up to 15 jobs simultaneously, on schedule and under budget- Main point of contact for clients; handled phone calls and e-mail correspondence regarding project clarifications and issues- Recognized for creating concise but thorough design plans and for developing tools to make the design and project tracking processes more efficient- Performed advanced calculations in Excel- Organized project meetings and developed all supporting documentation- Researched, formalized, and implemented customer requirements for specifications- Performed regular analysis of financial reports and reported to management on budget status- Developed Microsoft Access database for department to better manage projects and facilitate communications- Achieved nationally recognized certification that required me to review and sign-off on all design work, certifying to reviewing authorities that work was correct and met certain standards Show less

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  Trivantis

  Apr 2009 - Jun 2009

  Web programmer

  - Utilized PHP and MySQL for web programming- Wrote code to redirect requests for threads in old forum to new forum location- Wrote code to track individual forum requests in a SQL database

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  Seedco

  Apr 2009 - Jul 2009

  Retention specialist

  - Collected documentation for submission to state agencies for grant payments- Responsible for reviewing submittals, identifying deficiencies and retaining documentation in-house until standards were achieved- Created new form combining Word document and Excel spreadsheet which became the department standard for all retention specialists and increased the quality of submissions- Utilized SalesForce.com to track clients and create custom reports- Handled communication with partner companies to fulfill documentation needs- Placed with Seedco as a contract employee of Randstad Show less

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  Diamond design

  Aug 2009 - Apr 2010

  Owner

  - Design projects for commercial fire alarm and security systems- Maintain professional relationships with current and prospective clients- Manage time and resources to deliver projects on deadline and within budget

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  Cricket wireless

  Apr 2010 - Jun 2014

  • Worked directly with third-party vendors to monitor activity through indirect dealer channels. Adjusted data parameters transmitted to and received from vendors to improve accuracy and detail of reporting available.• Evaluated proposed projects for impact to vendor network, outlined most efficient way to accomplish goals while working within system constraints, and made actionable recommendations to project teams.• Developed and regularly provided reports for use by internal customers to create business cases and evaluate metrics of customer activity.• Responsible for recurring and ad hoc reporting to measure department performance. Utilized macros, vlookups, pivot tables and other advanced features of Excel. Created, managed and utilized Access databases for maintaining data. Evaluated various data sources, including SQL databases, to determine which source would be valid for various channels and metrics. Wrote and executed SQL queries to extract necessary data.• Recipient of numerous monthly awards for performance that exceeded expectations. Show less

  • Business Analyst

    Apr 2013 - Jun 2014

  • Vendor Analyst

    Apr 2010 - Apr 2013
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  Centurylink

  Jun 2014 - Dec 2014

  Senior technical writer

  • Responsible for customer-facing documentation for the Global IT Services and Solutions Team.• Combined technical analysis with supporting financial data to create presentations for both mid-management and executive level audiences of outside clients.• Created process documents for future engagements.• Identified gaps in information and reached out to responsible parties to get answers.• Utilized Visio to create diagrams of technical concepts.• With CenturyLink as a contractor through Executive Technology Consortium. Show less

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  Charter communications

  Jan 2015 - Oct 2019

  • Feature owner of bill payment functionality on the mobile app and web portals. • Participated in enterprise-wide discussions to ensure IT and billing system requirements would enable improvements to the digital platform user experience.• Communicated current product performance and roadmap vision to stakeholders in dispersed locations and at a variety of levels.• Created artifacts for the platform delivery teams to ensure the objectives of improvements were met, including business requirements, use cases, process flow diagrams, and high-level architecture diagrams. Worked with delivery teams to develop UX/UI prototypes, remove blockers, and determine prioritization.• Owned the feature through portal consolidation after acquisition of Time Warner Cable and Bright House Networks. o Ensured the consolidated platforms could tie into multiple biller instances and gracefully handle varying experiences due to biller restrictions. o Outlined MVP to ensure users did not see a reduced set of functionalities through a phased approach. o Prioritized the backlog and removed blockers to maintain development team velocity.• Monitored customer feedback, analyzed various site metrics, and utilized customer call-in data to objectively quantify user impact. • Managed a Product Analyst, delegating responsibilities and developing the role.• SAFe® 4 Certified Product Owner/Product Manager• Scrum Alliance Certified Scrum Product Owner.• Completed multiple levels of leadership development courses to learn how to motivate and inspire others. Show less • BA on the Product team with a focus on the residential web portal.• Developed requirements to improve the functionality of the customer-facing website, including changes to the Billing, Search, CMS, and IVA aspects of the site.• Created user stories, use cases, flow diagrams, and acceptance criteria for functionality that relied on various backend dependencies. Focused on improving the front-end user experience and reducing calls to customer operations.• Utilized JIRA, Confluence/Chalk, Trello, HipChat, and daily standups to communicate with cross-functional teams throughout the project lifecycle.• Provided solutions when obstacles were encountered throughout the SDLC based on known system and vendor constraints and the overall vision of the Product Manager.• Involved in the analysis of the differences between Charter, Time Warner Cable, and Bright House Networks systems and web portal experiences in preparation of consolidation activities affecting 25 million customers. Documented existing functionality on the legacy customer portals, identified gaps in key areas, and documented requirements for a unified portal. Areas of focus included Billing, Search, Support, IVA, and Live Chat.• Business Analyst on a project to redesign the entire bill pay and auto-pay enrollment flows, affecting 20k-30k customers daily. Documented complex business rules to improve the user experience and reduce calls to customer operations. Show less • Lead analyst for the Field Operations Mergers and Acquisitions (M&A) team.• Identified systems and processes potentially impacted by a proposed exchange of resources with Comcast and Time Warner Cable. Outlined solutions to potential roadblocks and created documentation of complex systems and processes.• Coordinated a team of four analysts to complete work on complex M&A project while avoiding duplicated efforts.• Transitioned to another team as the analyst for initiatives to improve efficiencies of systems and processes in Field Operations. Focused on a new software application for technicians to access work orders and customer account information.• Position within Field Operations was as a contractor through Kforce. Show less

  • Product Manager

    Sept 2016 - Oct 2019

  • Business Analyst - Product

    Oct 2015 - Sept 2016

  • Business Analyst - Field Operations

    Jan 2015 - Oct 2015
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  Kpmg us

  Oct 2019 - Apr 2021

  Senior business analyst

  • Business Analyst on the Digital Nexus team, working on internal IT systems.• Shifted between Tax, Audit, and Advisory business units, working with stakeholders to document existing processes, understand pain points, and define project goals.• Collaborated with remote teams to define solutions and finalize requirements.• Facilitated discussions between stakeholders to objectively outline different points of view, discover the reasoning behind each, and align on a path forward.• Created a variety of artifacts including process models, use cases, user stories, requirement documents, and presentation decks.• Performed product demos highlighting different aspects of the user experience.• Assigned to multiple high-profile projects involving executive stakeholders.• Recognized for proactively communicating with a dispersed team and meeting responsibilities with little direction. Show less

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  Pulte mortgage

  Apr 2021 - now

  • Subject matter expert (SME) of the principal enterprise applications, understanding the architecture, functions, integrations, and data of primary applications.• Enhance, extend, and update Pulte Financial Services' software applications based on business strategy and timelines. Ensure that all applications conform to and integrate with the enterprise architecture.• Work collaboratively across agile software development teams to define system boundaries, integrations, events, and data structures.• Promote the effective use of the information management systems and functional architecture best practices or standards throughout the company. • Maintain a comprehensive view of current information assets, program/project architecture and future information needs, while delivering data effectively and efficiently across projects and programs. Show less

  • Functional Architect

    Oct 2021 - now

  • Business Analyst

    Apr 2021 - Oct 2021