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Business Systems Analysis
UX Design / Requirements
Competitive Market Analysis
User Experience Management
Project / Program Management
Project Lifecycle Processes
Customer Focus Optimization
Vendor / Consultant Negotiations
Best Practice Methodology
User Interface Specifications
New Project Conceptualization
Business Systems Analyst who makes sound decisions to reflect positively on state-of-the-art product management / development initiatives in alignment with a company s vision, value, and goals, and who works to attain a competitive advantage and generate robust growth via solutions-centric critical thinking talents for insightful, change-driven results.
Visionary Professional who rises above core challenges to achieve winning outcomes, including quickly adapting to evolving scenarios to optimize resources and reach high profit and productivity levels, as well as independently resolving in-depth concerns with internal and external consultants or vendors in fast-paced, high-pressure situations.
Excellent Communicator who develops synergistic relationships with senior-level decision-makers, cross-functional teams, users, and customers; who excels in fast-paced autonomous and collaborative work environments; and who leads peers by example and with integrity to inspire confidence and forge strong teamwork and professional cohesiveness.
Business Systems Analyst Product Management & Development
Capitalized on the opportunity to lead forward-thinking conceptualization phases of new projects, including translating business requirements into detailed functional specs via use cases, user stories, and process flows, as well as collaborating with external and internal design teams to produce user interface specs and obtain feedback for proposed UX and designs.
Ensured ongoing proper execution of user experience and compliance with specifications, including providing approval prior to QA testing and launch, managing defect prioritization during lifecycle, and scrutinizing project implementation.
Demonstrated proven experience in negotiating with consultants and vendors, including applying knowledge of competitor products, markets, and differentiators, as well as consumer trends and competitive landscape to drive success.
Exhibited ability to create and leverage requirements assets (i.e. use cases, user stories, process flows, wireframes, prototypes) while understanding digital cable network architecture, development principles, and web technologies.
Continually protected the Optimum brand and introduced it into the user experience.
Successfully managed $1+ million in capital budget for design for multiple concurrent projects.
Led creative services for product management to turn requirements into UX designs to support UI specs.
Personally tracked and planned innovative design evolution throughout multiple product lifecycles, including coordinating and managing UX design, specs writing, and vendor management for 6-10 projects annually.
System Analyst / Associate Optimum Voice Operations (2007 2014)
Utilized broad scope of industry knowledge to support functional business analysis and requirement gathering activities for all OV Operations-related projects, including developing documentation for existing and proposed business processes and functional specs, as well as participating in small- to large-scale projects of varying complexity.
Expertly performed periodic testing, monitor systems, requested user feedback, and tracked enhancements, along with supporting management in proactively identifying current and future business needs to boost core operations success.
Coached and peer-mentored staff to improve facilitation of new product implementation and representative development.
Performed detailed reporting for all hierarchal levels of management ranging from coordinator to executive teams.
Provided end-to-end testing and pre- / post-deployment support for an Optimum Toll Free product, and became recognized as the interdepartmental Subject Matter Expert on all issues related to toll-free operations.
Created and performed test cases, reported issues, and developed process solutions via root causes analysis, process review, and software interaction, and tested new product and process rollouts during Beta period.
Developed comprehensive training manuals and taught new order entry / billing database (IDA) for OV Operations employees, along with providing support for staff on IDA during post-training deployment.
Provided end-to-end testing for Optimum s SIP product during Beta period, and became recognized as the interdepartmental Subject Matter Expert on all SIP-related issues.
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Enhanced 911 Specialist Optimum Voice E911 Support (2006 2007)
Drove operations success by performing Master Street Address Guide validations using Trio s MSAG tool, including ensuring each customer s service address was correctly submitted to PS / Ali E911 database via MSAG Validation Processes.
Supplied data and feedback to analysts to perform root cause analysis on errors to identify gaps in process and / or systems.
Issued and followed up on residential and commercial Customer / Carrier orders for all provisioning relating to MSAG, E911, LIDB, LNP, Directory Listings, and Billing for entire NYMA region, along with performing direct tasks as required.
Effectively performed MSAG validation on orders in a timely and efficient manner utilizing Trio MSAG tool.
Provided world-class customer service at all times while handling a high volume of inbound / outbound calls.
Demonstrated knowledge of all phases and aspects of customer and carrier historical information contained within the provisioning systems (i.e. researching current customer installed services with Local Exchange Carrier (LEC)), along with applying an advanced knowledge of technical components and features of telephony systems, equipment, and negotiations processes.
Technical Support Group Level III Customer Support / Lead Technician Optimum Online / Voice (2005 2006)
Technical Support Group Level II Customer Support Analyst Optimum Online (2001 2005)
Led external customer support efforts of TCP / IP networking, internet connectivity, and email issues for 1 million+ customers and 500,000 Voice Over IP customers, including handling all user email account provisioning and password administration, and assisting customers regarding virus, Trojan, and spamming issues via email and telephone support.
Supported the installation and troubleshooting of DOCSIS 1.0- and 2.0-compliant broadband cable modems, VolP capable modems, and VolP Quality of Service issues, along with liaising between corporate IS administrators and technical support department team members regarding LDAP email server issues and Local Number Portability (LNP).
Handled customer QoS abuse issues, including, but not limited to, bandwidth restrictions and Terms of Service violations.
Participated within a transitional training group for new hires to help technicians with daily tasks.
Recognized for job performance excellence with countless customer commendations throughout tenure.
Hand-selected by supervisor for special projects to help enhance the work experience via targeted training.
Technical Support Representative
Provided integral telephone support for 600,000+ customers, including maintaining records within a Departmental Remedy Database Tracking System and performing user email account provisioning and password administration.
Achieved numerous Exceeds graded monitors given by management within only weeks of hire.
Successfully maintained phone stats well under departmental regulations while upholding high-quality service.
Bachelor of Science in Computer Science
In Progress, 3.45 GPA, Projected June 2019
Queens College, Flushing, NY
Project Management Professional (PMP) Certification
In Progress, Projected March 2017
Project Management Institute (PMI), New York, NY
Business Analyst Certification
Stony Brook University, Stony Brook, NY
IDA Cable Zoom Products CableData Trio EMS
Microsoft Office (Word, Excel, PowerPoint, Outlook) Microsoft Visio
SIP Phase I / II UAT Beta Conference Calls / Meetings Documentation Customer Support Sales Coordination
Order Entry Manual Orders Exception Handling Testing Bug / Defect Finding Activation / Post-Activation Support
Customer / Phone Vendor Coordination Planning BRD Modification Performance Dashboard Reports Beta Support
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