SUMMARY OF QUALIFICATIONS

A Consulting professional with 10+ years\' experience in Customer Management & Marketing across multiple organizations and diverse industries (local and international). Seeking a project-oriented career in a professional and innovative environment. I am well versed in Project Management, UAT, Requirements Gathering, Process and Procedure Implementation and Root Cause Analysis. Skilled in formulating business requirements and supporting project documentation, successfully managing project scope, risks and issues. Innovative problem solver, detail-oriented, process-driven and able to see the business and technical sides of a problem. Additional area of expertise include:

?Planning and Executing ?Wireless/Rational Unified Process ?Project Mgmt Lifecycle 
?Use Case Analysis & Design ?Requirements Management ?Customer Relationship Mgmt
?Product Development and Launch ?Testing Methodology ?New Process Implementation

TECHNICAL SKILLS

Software / Packages: MS Office Suite, Microsoft Project Office, RAMP, RAP, IS&S, and KMS Web page, CIDS, Data Cases, Adobe Photoshop, Microsoft Visual Studio, RMS Front/Back Office, P2K, Mainframe, STAR, Toad, AsteriskNOW, Microsoft Visio, Vista, Telegence, Mercury Quality Suit 9, SQL, HTML, Requisite Pro-Business Objects, ITIL Consulting Practitioner, Project Management (PMBOK), Telelogic® DOORS® - requirements definition and requirements management, SharePoint, Knowledge Link, Survey Monkey, Crystal Reports, Business Objects XI, Salesforce.com.

CERTIFICATIONS

• Project Management Certificate -PMP (Completed 06/2009 at N. lake College)
• Lean Six Sigma-White Belt, Green Belt (in progress at UTA)
• ARIS Business Designer-Design and Optimization
• SalesForce.com Administrator Certification (in progress)

PROFESSIONAL EXPERIENCE

Confidential Plano, TX
Confidential 06/2009-10/2009

SalesForce.com Administrator / Business / Process Analyst

Responsibilities include supporting over 250 end users, adding/terminating users, and requirements gathering using Agile with end users, building and configuring CRM application in the areas of: reporting, contact management, user and profile management, sharing, activity management, Security Controls, Mobile Administration and such.
Responsible for managing and monitoring change management processes, identifying areas for process improvement or development. Build a change management process (Visio), including process maps, to ensure appropriate management and governance of critical processes is aligned with business. 
Also responsible for setting up user roles and privileges, and determining the degree to which users can access and update the website. 
Project management support to execute process development and/or re-engineering. Created user documents and communicated with management and end-users for training and support of SaleForce.com deployment.
Supported UAT testing for Salesforce.com implementation using Mercury Quality Center. Analyzed application & system errors. Escalated issues/defects to Project team and verified fixes using Salesforce.com internal defect tracker. 
Accountable for updates of National Rate sheets for Prime / Subprime states using Dealertrack and RouteOne for processing. 
Delivering Dealer & Pre-Approval Marketing Survey for all dealership within the United States via fax or SurveyMonkey and gathering data to be delivered to management for the assessment of Diamond and Non Diamond dealers.

Confidential Irving, TX
VoIP Customization Professionals 02/2009-06/2009

• Researched the vast aspects of VoIP Telephony solutions including network security, IP routing, and switching.
• Gaining in depth knowledge of PBX platforms and custom telephony applications based on Asterisk-based PBX servers and other open-source frameworks (Putty, FreePBX)
• Also participating in installation of SIP based equipment from Polycom, Snom, and Cisco, including installation of cabling, cross connects and logging into console to set up extensions. Furthermore, handling inbound help desk PC calls of technical/nontechnical issues and dispatching correct work order process using AdventNet Manage Engine Service Desk.

Confidential Richardson, TX
10/2007-02/2009
Business/Process Analyst/Project Analyst - TATA Communication: Montreal, Canada -10/2008-02/2009

• Developed alternative solutions for business / IT system proposals and developed feasibility studies, including AS IS assessment and Business process analysis defining new inventory services (Cramer). Interacted with clients in presentations, data gathering, and analysis activities.
• Responsible for integration of IT solutions into Business Process Designs (Visio) and worked on the development of detailed description that matched user requirements. It also included assisting in the design and implementation of streamlined business process solutions.

Business Analyst/Project Manager-Telstra OSS Transformation: Melbourne, Australia - 02/2008-09/2008

• Business process SME (Subject Matter Experts) for mobile OSS (Operational Support Systems) fulfillment processes within ASMS (Amdocs Service Management Suite) for change management/request team. Created use case deliverable for client and managed the delivery of change request documents in SharePoint system, which included in the release.
• Conducted research and analysis, using data gathering techniques for Requirements Traceability Verification Matrix (RTVM), maintained and managed technical issues and assumptions, requiring client confirmation (DOOR’s).
• Managed and controlled project deliverables and leveraging IT-SDLC strategic roadmaps ensuring completion of deliverables, comparing actual results to plans and adjusting plans as necessary in Project Office to ensure the business continuity planning is on target.
• Provided status reports, and ensuring projects met objectives in the areas of quality, schedule, and cost while using the organization\'s standard processes. Also conducted Training/Knowledge Transfer to Internal Associates and Client’s to align Compliance and IT Groups whenever issues / concerns / questions arose.
• Knowledgeable in Mobile, High-level end-to-end OSS processes, Service Fulfillment, Orchestration, SRM (Service Resource Manager), USM (Unified Service Manager), Cramer, Telegence, Enabler (Billing 7) and Service Catalogue.

Testing Coordinator - Confidential -10/2007-02/2008

• Successfully tested AT&T (Telegence system) Suite of products and other requested scripts and stored procedures on Development, Test, Training, and Production Servers. (Using Mercury Quality Center)
• Responsible of the Business/System/Functional Requirements document for testing. Answered technical questions, resolved issues, documented and reported any system issues.
• Assisted in the planning, development, review, and delivery of other testing deliverables.
• Provided Knowledge Transfer to Client’s Compliance and IT Groups whenever issues / concerns / questions arose. Also assisted in request to any SQL Queries, Tables, and Reports.

Confidential, TX
Business Analyst/PM – IT Delivery 03/2007-10/2007

• Collaborated proactively with functional users, analysts and other team members to gather business requirements to place and maintain accounts with GC and report collection activity on those accounts. Used UML documentation methods to communicate requirements to the data architects and Web Focus developers. Also prepared project request, obtained justification and maintained the project in the Project Management System.
• Planned, directed and coordinated activities of designated projects to ensure that goals and objectives are accomplished within prescribed timeframes.
• Produced reports identifying impacts and providing recommendations and best practices for becoming code compliant with clients and end-users.
• Reviewed, summarized, and analyzed large data sets to implement complex analysis and performed special analytical projects at managements’ direction.
• Coordinated all efforts of a project including requirements from clients, Marketing, Operations, IT systems. Also coordinate client, user, and IT interfaces to secure successful business implementations and primary client contact for technical support, problem resolution and project implementation.

Confidential, TX
Retail Operations Management & Lead Technical/Project Analyst 06/2002 – 03/2007

Managed end-to-end implementation of products, equipment, and services. Served as in-house subject matter technical/sales expert to sales teams for product performance, customization, and sales development, which includes POS (Point of Sales) systems. 
Developed and fostered relationships with customers, vendors, and third-party service providers. Handled root cause/resolution to recurring problems. Performed troubleshooting, diagnosis, and remediation of critical technical issues with e-ticket system.
Planned and coordinated weekly status meetings to ensure effective flow of communication between management, associates, vendors and assigned personnel. 
Managed processes within defined management methodology. Ensured customer satisfaction is delivered while meeting technical, quality, cost and timescale targets thru project office guidelines. Resolved billing issues. Created cycle reports. Audit of exception and error reports. 
Assisted in creating reports to inform the manager of status and identify issues. Extracted reports using EXCEL and researched data from RMS system. Analyzed and tracked transactions and issues in RMS database & created documentation for issue resolution process and as needed process improvement. 
Developed processes, procedures and established auditing procedures for on going process improvements. Conducted training and management of customer service agents for loss prevention/Shrink. 
Design documents included new vendor setup, sales team setup, sales team hierarchy, vendor discounts and vendor promotions etc. 
Assist with the design and implementation of training for users of new and enhanced software applications and handsets that are available for consumers and as the senior trainer responsible for providing support to new trainees, Managers, Supervisors, Team Leads, through mentoring, observation, and feedback.

Confidential Dallas, TX
Account Manager 05/2000 – 12/2000

• Primary business contact for client communications for account growth and new business. Researched and analyzed the strengths, weaknesses, opportunities, for potential projects and clients that can generate revenue.
• Handled conflict resolution, and compliance on client deliverables and revenue.
• Communicated daily with the accounting and legal departments to finalize contracts and give recommendations for improving the new contract process.

EDUCATION