Chris Novello

Experience

• 

  Walgreens Boots Alliance

  May 1993 - now

  • Partner with base business teams to ensure understanding of feature, business needs and wants, and serve as the primary point of contact.• Collaborate with product managers and feature partners by providing business subject matter expertise to ensure business, customer, and team member needs are met in product requirements documentation.• Plan, develop, and perform business testing for the application and partner systems.• As part of Product Enablement team, I lead a team of 12 creating a new Release Readiness testing cycle to ensure new features for the Renewal project were ready for UAT.• Report defects and collaborate with partners for defect analysis and re-validation during testing phases. • Partner with Business Readiness teams to support job aid development, training, and regulatory documentation.• Present teach back sessions for the internal team and partner teams.• Support business and feature mapping responsibilities.• Ensure project progress communicated with managers and other partners, escalate risks or issues, and request support when needed.• Up-skill team members on testing procedures, ways of working, tools and applications, development opportunities, and training.• Review and understand all requirements and rules defined in specifications/PRDs.• Support Business Readiness in the job aid development process to include, but not limited to reviewing draft documentation, providing feedback and feature guidance, and validating application behavior against job aid.• In collaboration with Renewal partners, serve as testing lead by ensuring preparedness for each test phase/cycle; tracking testing execution and progress; and participating in defect reporting, triage and resolution.• Nominated for Champion of Champions award for creating Release Readiness Testing cycle to prepare for UAT.• Ensure retrospective analysis is complete for each test phase/cycle to ensure continuous process improvement.• Ensure feedback is tracked and reported. Show less • Experience with SCRUM, Agile, and Waterfall development methodologies and Lean Six Sigma concepts with enterprise-level application development projects. • Interacts with various technical SMEs, business units, and business stakeholders to assess and define and document requirements, and perform research and analysis to ensure completeness and applicability of requirements. • Perform and lead various analysis and interpretation to link business needs and objectives for assigned functions while bench-marking process improvements across the organization to unleash viable business capabilities. • Reshape department system standards, and requirements by analyzing complex system problems with ease and offering alternative resolutions to fortify system developments, and user satisfaction. • Support business initiatives through data analysis, identification of implementation barriers and user acceptance testing of new systems. • Pivotal in performing research and fact finding, creating test cases, test plans, logging, debugging and resolving reported issues and guiding in production issues resolution & re-testing to determine business requirements for testing. • Removed formidable impediments to capture short- and long-range system and data requirements, plans, goals, and objectives while engaging with a diverse group of analysts. • Commence detailed project analysis and incorporate organizational best practices to redesign processes and increase management’s visibility within new business applications and cases; unlocking strong operational performances. • Proficient in utilizing the Software Development Life Cycle (SDLC) methodologies to plan, design, implement, test, and deploy high-quality software solutions, ensuring efficient and effective project management. Show less • Resolved time sensitive 3rd party and script processing issues to patients waiting for prescribed medications.• Develops and maintains a working knowledge base of internally designed applications to facilitate end users with any issues they may encounter, reducing user issues by 4%.• Provides level 3 technical assistance, validation and triaging of incoming requests from end users to resolve application issues through service now ticketing system. Additionally, creating a request for change (RFCs) to perform any enhancements, updates or upgrades required.• Incorporates excellent customer service and exceeds customer’s expectations, resulting in a customer satisfaction rating of 90%• Delivers system support to 32,000 users daily with a wide range of PC issues, increasing company efficiency by 2%.• Demonstrating effective communication between various clients, departments and development teams to identify potential defects and risks to ensure resolutions fortifying customer relations.• Provide second-level troubleshooting for wide range of problems, including application issues, Oracle database updates, telephony, application upgrades, Web application issues, and networking.• Saved the company revenue by 1.6% and improved customer service by identifying issue regarding prescriptions that were not transferring from store to store properly.• Supervising and providing end-user services, including help desk and technical support services Show less • Directed Customer Service Representatives to ensure restoration completed ASAP.• Improved efficiency by aligning CSRs with system strengths and promoting a casual, professional environment.• Documented summarized interactions with internal customers, for tracking and reporting. • Liaised as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs.• Ensured SLAs for reported issues meet or exceed end-user expectations.• Managed 30+ Customer Service Representatives on second and third shifts• Lead Command Center ensuring major incidents were identified, escalated, and resolved per SLAs.• Communicate with IT leaders all aspects of major incidents.• Lead major incident restoration of services to ensure restoration of major services with application, architecture, infrastructure SMEs, and ECC staff by ensuring all necessary processes were followed and engaged proper resources. Filled appropriate roles in process and is an initial point of escalation for ECC.• Performed with BI tools, including Hummingbird and PowerBI. Show less

  • IT Analyst - AllianceRx Walgreens Pharmacy

    May 2024 - now

  • Senior Business Analyst - Product Enablement for Pharmacy Renewal

    Aug 2022 - May 2024

  • Business Analyst - Product Enablement for Pharmacy Renewal

    Aug 2020 - Aug 2022

  • Senior Analyst for Tier 2 Pharmacy Support - Intercom Plus

    Jun 2005 - Aug 2020

  • Service Desk Coordinator Lead

    Jan 1999 - Jun 2005

  • Pharmacy Technician

    Mar 1995 - Dec 1998

  • Sales Associate

    May 1993 - Mar 1995
• 

  Sur La Table

  Nov 2011 - Aug 2020

  Store Shipper/Receiver

  • Provided first-level, on-site troubleshooting for wide range of problems, including POS, telephony, application upgrades, networking, printers and facilities related issues.• Audited weekly shipping reports for discrepancies and ensured accuracy on all inventory paperwork, including bill of lading, shipment manifests, direct ship invoices, MOS and RTV reports.• Coached cashiers and customer service associates daily on superior customer service.• Balanced safe daily, created cashier banks, and delivered cash deposit bags to cash office.• Protected the assets of the company weekly by ensuring Loss Prevention critical controls are maintained, and communicates any concerns regarding merchandise, or policy violations in a timely manner. Show less