Jr. Business Analyst / Project Coordinator Highly accomplished Jr. Business Analyst / Project Coordinator with a verifiable track record of managing full software life-cycle implementation, upgrades, production support, rollout & enhancement from business analysis, testing, & go-live assistance til post implementation support. Over 4 years of experience communicating with all organization levels, ability to adapt to changing priorities, and building positive relationships to strengthen high levels of participation among team members to ensure timely project completion for a leading fortune 500 transportation/supply chain provider.
Technical & Customer Support
Operational Process Improvement
Customer Relationship Management
Web Development (HTML & CSS)
Software Development Lifecycle
Progress Tracking & Reporting
Team Building and Leadership
Change Request Management
MS Office, Project, & Visio
Business & Requirement Analysis
Jr. Business Analyst/Project CoordinatorFeb 2015 to Current Ryder System Inc
Facilitated the release of a major BPM application called, Accident Claims System (ACS).
This project improved the accident claims system by helping the business manage their vendors, reduce shop cost and cycle time, create accurate invoices on time, and provide real time metrics to showcase location productivity.
System Analysis, Standards, & Training.
Prepare accurate and detailed requirement specifications documents, workflows, interface mapping, user guides, and functional specification documents as well as obtaining sign-off from the appropriate stakeholders.
Train Application (Appian & Salesforce) field users, create training materials, and maintain ongoing documentation processes as business needs evolve or features are added (Salesforce Lighting).
Create and categorize over 500+ CPMA knowledge articles and maintain supporting project documentation, system enhancements & modifications, and operational documentation to promote the best practices within Ryder's Fleet Management System - IT Knowledge Database.
Understanding of IT audit requirements, performed quarterly business support audits request with our external and internal IT audit partners (PWC & Ryder IT Audit & Compliance).
Provide Level 2/3 support for Ryder's FMS applications (Appian BPM & Salesforce), identify any issues in production to Appian's technical lead and development team, and interact with various end users to gather information to resolve complex problems.
Coordinate deployment of new releases to the customer, including the release management process, staffing, planning and execution.
Proactively monitor the customer's environments and keep the customer informed of any issues or patterns that could cause problems and provide solutions to correct the issues.
Create and distribute the release notes to the customer prior to any deployment, in addition to keeping detailed records of all deployments in all of the customer's environments.
Collaborate with internal operational support teams and external vendors (Air Watch & Verizon) to identity mobile issues that impact field users
Function as a liaison to other lines of business and outside customers, escalate issues and triage with on/off site development teams to research problems associated with Appian BPM, and assist the business in articulating enhancements to resolve problems, questions, and concerns.
Conduct regular HDT review meetings with the customer to ensure that the customer is satisfied with the resolution of tickets or be updated on status of resolution.
Collaborate with internal operational support teams and external vendors (Air Watch & Verizon) to identity mobile issues that impact field users.
Collect and format weekly production, quality, and analytical reports for managers, technical leads, and developers; Maintain operational status reports for distribution internally and to external clients.
Create consistency in look, feel and timeliness of all status reports.
I.T. Project CoordinatorJan 2015 to Sep 2015 City of Islamorada
Implemented a user/mobile - friendly development website called, Villageready.info.
My project allowed department directors and staff to modify web content without understanding programming languages, display web content properly across any device by being adaptive and responsive, and provide a refreshing modern design to attract new visitors.
Implemented systems testing, installation, training and support with Earth channel and Comcast Communications consultants to ensure federal/local/state government communication regulations were met.
Assisted in UAT testing to make sure defects are resolved and/or development consultants (Hyland, Harris/Constellation Software, & ESRI) has coded requirements specific to our needs.
Interpreted user and departmental needs into functional specifications including the establishment of standards, use-cases, templates, and critical processes while creating a development website.
Conduct research on software and hardware products to justify recommendations and to support purchasing efforts.
Vendor / Asset Management.
Worked closely with Islamorada's AT&T account manager to manage our cellular plans, improve our device replacement process, and dedicate more technical recourses during hurricane season.
Enforced our support contract with Xerox by making sure timely on-site support were met, bi- weekly maintenance were performance on all print/scan/fax devices, printing accessories were replenished and operational, and troubleshooting documentation were updated or modified if needed.
Managed Dell's limited 2 year hardware Warranty for defects in materials and workmanship for Islamorada's Dell-branded hardware products, including Dell-branded peripheral products.
Troubleshoot hardware/software, Windows, MAC VOIP Phone, and printer problems, recommended the best solutions while escalating more complex issue to appropriate vendors.
Utilized the LabTech client management platform to assist the IT Director with end user hardware/software requests, track the efficiency and environmental performance of existing assets, and analyze opportunities to improve performance.
Enhanced and maintained IT Division standards and encouraged refresher training to maintain Team Members' competency levels, provided orientation and training to end users for all modified and new systems.
Master of Business Administration, ManagementMay 2019Florida Institute of TechnologyManagement
Bachelor of Science, Geographic Information ScienceMay 2011Florida State UniversityGeographic Information Science
Member of the Florida State Football Team (07-11)
ACC Academic Honor Roll
International Institute of Business Analysis Member
Project Management Institute Member
Asset Management, bi, hardware, client management, Customer Relationship Management, CSS, clients, Customer Support, Database, Dell, documentation, ESRI, fax, features, functional, government, HTML, Team Building, Leadership, Lighting, notes, MAC, Director, materials, meetings, MS Office, Windows, printer, processes, Process Improvement, Process Modeling, programming, Progress, Project Management, purchasing, quality, real time, Reporting, Requirement, research, Software Development, specification, staffing, System Analysis, Phone, training materials, triage, Troubleshoot, troubleshooting, Visio, VOIP, Web Development, website, web content, articles