Professional Skills

 

  Project Management

  • Team lead responsible for call center Internet solutions and operations.
  • Directed and oversaw up to 35 concurrent projects of varying scope and impact.
  • Served as liaison between different IT silos to coordinate project dependencies.
  • Managed a 1.5 year CRM and CTI project saving $1,000,000 in toll expenses. Project surpassed customer expectations and came in under deadlines and budgeted hours.

 

  Business Analysis

  • Organized and led interviews with key stakeholders and system users.
  • Quantified the business value of the system project to stakeholders for approval.
  • Identified and documented business processes for redesign or improvement in published business requirements.
  • Championed a quality reporting system saving $80,000 in license fees, lost productivity, and call center agent error.

 

  Systems Analysis

  • Identified IT solutions for absent or obsolete processes using new or existing technologies and infrastructures.
  • Utilized analysis tools to define data inputs/outputs, policies, processes, and procedures, common data dictionaries, logical and physical designs, and constraints.
  • Reported software or infrastructure weaknesses, inefficiencies, or revenue or cost-savings opportunities against existing and future business needs.
  • Architected an employee self-service application by using existing systems saving $200,000 versus purchasing new software.

 

  Communications

  • Upheld genuinely enriching, exemplary relationships with clients and staff always striving to enhance company morale and individual rapport.
  • Produced and presented executive summaries of project proposals and weekly status reports of project risks and timelines.
  • Demonstrated excellent writing skills through creation of business requirements, functional specifications, and training and operations manuals.
  • Documented and distributed project meeting minutes, maintained project notebooks, and kept systems documentation current with new enhancements.

 

 

Employment History

 

10/05 – Present

Senior Systems Business Analyst

First Advantage

St. Petersburg, FL

11/04 – 10/05

IT Consultant

Various clients

NY, MA, & FL

08/03 – 12/03

Adjunct Professor (ITM 419)

The University of Tampa

Tampa, FL

06/99 – 11/04

IT Business Analyst & Senior Telecom Engineer

HSN

St. Petersburg, FL

02/98 – 06/99

CTI Programmer/Analyst

Bankers Insurance Group

St. Petersburg, FL

06/91 – 02/98

Communications Systems Analyst

Dun & Bradstreet

Tampa, FL

 

 

Education

2007

Saint Leo University, MBA coursework (May 2008 graduation)

 

2002

University of Tampa, MBA coursework

 

2000

University of Tampa, B.S. in Computer Information Systems &
          Business Management, magna cum laude

 

 

 

Certifications

 

 

Awards

2006

Veredus Consulting, Consultant of the month

 

2004

Peregrine AssetCenter 4.x practicum

 

2004

Beginning PMP certification (PMI)

 

2002

Nuance Communications: Managing Successful

Speech Projects

 

2001

HSN Leadership Excellence Award

 

2001

Genesys Internet Contact Solutions

 

2000

Certified Genesys Routing Professional &

Genesys Agent Scripting

 

1999

Certified Genesys Engineer

 

1999

Edify Electronic Workforce Systems Administration

 

1998

Edify Corporation Electronic Workforce 5.1 (NT) Application Development I & II

 

1996

TALX EasyScript, SQLink, & EasySet System Administration

 

 

Technical Skills

 

Hardware:   Aspect 300 ACD, Avaya G3r, Compaq & HP Servers, IBM AS/400, IBM 3090, IBM 9672, Nortel Meridian 1 Option 81C, Nortel Meridian SL-1, Sun Enterprise 6500, Sun Ultra, Sun SPARC

 

O/S:            MS Windows 2000 Professional & Server, Windows 95, Windows NT 4.0 SP 4 & SP 6, Windows XP Professional, Linux, OS/2, Sun Solaris, Unix,

 

Software:    Active Server Pages, Application Service Providers, Avaya CMS, BASIC, Borland C++, Borland Paradox, Brio, COBOL, Easytrieve, Edify EWF, etalk, Genesys Agent Scripting, CCA, ERS, ICS, Interaction Router, Internet Suite, Nuance Verifier, Outbound, IBM DB2, ViaVoice, HP-UX, HTML, Java, Kronos, Lotus 1-2-3, MS Access, Excel, FrontPage, IE, Mail, Outlook, PowerPoint, Project, Publisher, Schedule+, SQL Server 2000, SQL Server 7, Visio, Visual Basic, Word, Novell, Oracle, PeopleSoft, Peregrine AssetCenter, AQL, Connect.It, Perl, PVCS, QuickBasic, Siebel, Sybase, TALX EasyScript, TCS (Aspect eWFM), VHT, WordPerfect, XML

 

ITM 419       Systems Analysis & Design II (Capstone)
Course Description: Prerequisite: 408. This is a continuation of the team-oriented project started in ITM 318. The project is designed, implemented and put into operation during the semester. This requires project management, group meeting agendas and minutes, project presentations and documentation of deliverables, development of a database and implementation of a website using Hyper Text Markup Language (HTML) and Active Server Pages (ASP).
College Catalog | Course Descriptions

 

 

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