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Click here or scroll down to respond to this candidateCandidate's Name
St. Louis, MO PHONE NUMBER AVAILABLEEMAIL AVAILABLE https://LINKEDIN LINK AVAILABLETECHNICAL BUSINESS ANALYSTEnhances Systems with Innovative Features and ImprovementsWorks with Informational Technology group (IT) and the business helping design internal and external transactional processes. Expert in all facets of software development life cycle from analysis and design through development, implementation, documentation, and user training. Delivers full-scale IT solutions by partnering with technical group and utilizing problem-solving and communication skills.Product Conception & Specification IT Project Team Leadership Project ManagementRoot Cause Issues & Troubleshooting Agile Methodologies Process ImprovementsTECHNICAL SKILLSGenesys Salesforce Qualtrics Teradata Snowflake Power BI SQL Service Now Infomaker ERP Microsoft Systems (all) Capabilities: Debug Programs Code Read XML Data StructuresPROFESSIONAL EXPERIENCEDIRECTV, St Louis, MOPrincipal Business Administrator 2021 PresentIdentified and implemented necessary changes that enabled performance overseeing multiple areas of a business, implemented operational changes, and delivered measurable improvements.Improved J.D. Power customer satisfaction index, to an average score of 751 by identifying ways to increase customer satisfaction.Achieved 5% surge in customer satisfaction levels by implementing Qualtrics surveys.Analyzed and resolved issues with ServiceNow and Jira, boosting revenue by resolving critical defects.Orchestrated Genesys platform to streamline IVR and Chat routing, optimizing swift and effective issue resolution.AT&T, St Louis, MOPrincipal Business Manager 2020 2021Managed client order requirements, lead time and need by dates, past due orders, aged inventory, and IT / systems issues. Created and distributed reports, including analysis requested or required to manage inventory and orders.Improved supply chain delivery project, resulting in better customer satisfaction and reducing turn.Achieved 95% on-time shipping by analyzing data, creating inventory control reports, and enhancing systems that identified why the deliveries were on schedule.Enhanced on-time delivery to over 90% by implementing programs to verify accurate addresses for timely equipment delivery by carriers. Monitored carriers, ensuring on time, first attempt delivery.Candidate's Name EMAIL AVAILABLE PAGE 2AT&T ContdSenior Technical Process / Quality 2013 2020Managed product lifecycle by looking at data to craft actionable insights. Identified opportunities for process improvement or product optimization.Utilized data analysis to optimize U-verse and DIRECTV systems, achieving a remarkable over 95% order penetration rate without manual intervention.Participated in implementation of DIRECTV to AT&T order systems, reducing number of dispatches by having Technician provision all AT&T on one installation.Senior Technical Manager, Center Tools & Technology 2010 2013Managed product lifecycle. Identified tools to contribute to increased revenue and process improvements.Rectified Ordering/Provisioning errors, achieving 5% productivity increase, aligned with AT&T's cross-functional governance dedication.Reduced Average Handling Time (AHT) 5% by optimizing order processes, aligning with AT&T's commitment to cross-functional governance and operational efficiency.Senior Technical Architect, Center Tools & Technology 2009 2010Worked with IT in Business Process Automation (BPA) for streamlined operations, increased efficiency, and reduced costs.Boosted order revenue 5% by collaborating with IT on new system designs, introducing New Residential Gateways to support fiber transport.Associate Director, System Mechanization 2008 2009Led team in Analytics Development and Delivery for AT&T products. Communicated and designed / built skillsets centered on creating analytics for client base.Led 9-member team, overseeing Project U-verse mechanization, managing key aspects effectively.SBC OPERATIONS, St. Louis, MOArea Manager, System Mechanization 2004 2008Wrote Business Requirement for Graphical User interface applications for ordering, provision and billing for AT&T products.Oversaw development of new integrated order system to handle multi services, aligning with AT&T's commitment to innovation.EDUCATIONBachelor of Arts (BA), Mathematics & Statistics - Computer Science & Applied MathematicsThe State University of New York, at BuffaloPROFESSIONAL DEVELOPMENTSix Sigma Training Yellow Belt |
