Fran Yates

Experience

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  Escambia County Schools

  Apr 1999 - Dec 2005

  Systems Analyst

  Support the Food Service, Warehouse, Maintenance, Inventory Control, Student, Adult Fee software systems and customers. Design, develop and code new processes to support the Curriculum and Instruction department and users. Manage and program the interfaces between multiple software products from different vendors. Write numerous new reports and extract programs. Adapt existing online screens and reports to the needs of the district. Assist in software purchase process to move from a Mainframe environment to a Server environment. Guide the selection team in establishing requirements, selecting a vendor, installing the product and continuing maintenance. Prioritize requests from several different departments, schedule each task and assigning them to a team member for completion. Manage a team in order to support our departments efficiently. Show less

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  Horizon Software International, LLC.

  Jan 2006 - Dec 2010

  Manage the execution of client relationship plans and activities to ensure that outstanding customer service was provided to every client within an assigned territory. Maintain proactive and effective communication to existing customers. Serve as a Client Advocate to resolve problems, consult with clients about products and services, and provide client feedback and recommendations to internal organizations on how to improve products and services. Perform customer support and assist on the help desk during high call volume periods. Provide feedback and information to the development team for changes requested by the customer or required by government (state and federal) regulations. Show less Work with external customers, internal customers, and Government regulators/auditors to investigate, design and implement business processes to better perform their jobs and meet government regulations. Write detailed specification documents describing the customer requirements, technical software changes and use cases scenarios for testing. Assist in developing marketing strategies and materials for new products. Monitor the websites of government regulators to determine when requirement changes occurred and what changes might be required in existing and future software. Conduct design meetings and update specifications to better meet the needs of the customers. Review current and new software for style, content, accuracy, structure and clarity and giving feedback to Programming Leads about changes. Provide technical assistance on all products sold to K12 customers. Provide testing (release and validation) of products. Teach training classes on software products or business processes. Assist Marketing and Sales in responding to RFP’s and RFI’s. Coordinate installations of software purchases, to include assigning personnel for the trips. Manage products from initial design through implementation into customers. Show less

  • Client Relations Manager

    Nov 2008 - Dec 2010

  • Senior Product Analyst

    Jan 2006 - Nov 2008
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  Fluke Networks

  Mar 2011 - Oct 2012

  Business Analyst/Software Design Engineer

  Elicit requirements using interviews, document analysis, requirements workshops, storyboards, surveys, site visits, business process descriptions, use cases, scenarios, event lists, business analysis, task and workflow analysis and/or viewpoints. Communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: functional requirements, nonfunctional requirements, business requirements documents, use cases, external interfaces and interface designs. Lead requirements analysis and verification, ensuring that requirement statements are complete, consistent, concise, comprehensible, traceable, feasible, unambiguous, verifiable, and that they conform to standards. Communicate effectively with marketing, sales and development personnel to ensure understanding and adherence to customer requirements. Develop and maintain installation, configuration, user documentation and online help for products. Review published materials and recommend revisions or changes in scope, format, and content. Write and maintain printed “Getting Started Guidelines”, application briefs, tutorials, and various printed and online application related documentation. Improve existing documentation by making improvements to both content and presentation of online help and document new features. Select photographs, drawings, sketches, diagrams, and charts to illustrate documents. Evaluate current department business practices, documenting those procedures and making recommendations for changes to make the department leaner. Develop and execute system level software test plans and procedures. Assist in quality control testing as needed. Act as System Administrator for the Engineering Activity management software. Show less

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  Official Payments/ACI Worldwide

  Oct 2012 - Nov 2015

  Senior Business Analyst

  Develop requirements to improve the front and back end processes of the Bill Payment website and platform. Participate as the Lead Business Analyst to combine three platforms into a single platform working closely with Business and Development stakeholders. Participate as the lead Business Analyst to create a new Payment Platform to combine two distinct companies onto a new combined platform. Communicate effectively with business, operations and development personnel to ensure understanding of processes and requirements. Work closely with the Framework teams to understand the new framework and how to implement within Bill Payment platform. Manage Enhancement and Maintenance product plan working with the PMO and Application Development management to manage resources and assure items in development are completed, tested and released on time. Act as the team Jira Administrator assisting in converting department to Jira, building agile boards, dashboards and managing the user activities and project rights for the team. Assist in compiling presentations for Stage Gate Governance submission. Show less

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  ACI Worldwide

  Dec 2015 - Feb 2017

  Product Operations Manager

  Manage the Stage Gate process to guide delivery decisions for all 20+ Strategic Products, to include defining, implementing and communicating updates and upgrades to the process. Create, Manage and Maintain metrics to measure many different aspects of the 20+ Strategic Products Software Product Management. Create, Manage and Maintain monthly and quarterly reports for all 20+ Strategic Products and their managers that were then presented to the Executive teams. Work closely with Software Product Management Leaders to develop new Product Management processes. Work with Corporate teams to plan the capacity and resources for the next fiscal year. Review all project requests for Strategic Products to assure the project was setup correctly and had the appropriate key metrics for reporting. Review and Maintain Roadmaps for 20+ Strategic Products. Participate in as an early user of new corporate tools to assist in the role out and answer questions of other employees as the tool was introduced company wide. Show less

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  Global Payments Inc.

  Apr 2017 - now

  • Program Manager

    Sept 2021 - now

  • Product Owner

    Apr 2017 - Sept 2021