Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Profile & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
University of Phoenix
Tampa Florida
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PAYTON. HARRIS
EDUCATION/CERTICATIONS:
Certification
Training, Tampa , Florida
Microsoft
Certified Systems Engineer (MCSE) MCP Certified #1197206
AT&T IT
Bronze Certification – Project Management & Analysis certification
Cingular
(PMLG, Inc) IT Project Manager Boot Camp 32 PDUs
SUMMARY:
I am seeking a
position allowing me to improve your organization by utilizing my comprehensive
analytical skills, logical thinking, outstanding written and verbal
communication skills, technical writing abilities, team centric interpersonal
skills, SDLC/RUP knowledge and experience. I have the ability to determine the
needs and want of the business customer and relate those to development in a
requirements document and GUI prototypes to insure the stakeholder’s
requirements are met in the timeframe required and budget allowed. I have
managed a portfolio of projects simultaneously across multiple billing releases
using project management software that controlled project initiation, project
estimates, project prioritization, financials/budget for my strategic
initiative and professional services resources necessary to complete the
project.
SKILLS:
Microsoft
Word, Microsoft Excel, Microsoft Project, Microsoft Access, Microsoft Visio,
Microsoft SharePoint, Microsoft PowerPoint, Microsoft FrontPage, Adobe Acrobat,
Adobe Illustrator, Adobe Photoshop, Snag It, MAGIX Movie Edit Pro, Project
Manager, Business Manager, System Analyst, Business Analyst, Quality Assurance,
User Acceptance Testing, Communication Skills, Interpersonal Skills,
Self-starter, Team or Individual, Analytically Inclined, Problem Solver, Detail
Oriented, Results Driven, PM Tools, PRISM Project Management software
(includes: Request, Project, Financial and Resource Modules), SOX Compliance, SDLC, RUP (ITUP), UML Diagrams, Workflow Diagrams, Screen
Mock-ups, Wireframes, Release Management, Rational ClearCase, Rational
ClearQuest, WireShark, HP Mercury Test Director, ETOM, Customer Service and
Collections experience, Billing Systems (Telegence/CARE) analysis, Retail POS
Systems (OPUS/Pos.com) analysis, Middleware Applications (CAM/Common Services)
analysis, CRM, Oracle, Business Intelligence, Data Warehouse, Tibco, XML, WSDL,
SOAP,HTML, Java, SQL, Portfolio Path, Project Insight.
ACTIVITIES/AWARDS:
Letter of
Commendation for work performed to deploy the iTunes Gift Card in 2008.
Cingular Key
Contributor Award 2003 for outstanding performance and contributions in CARE
Development
BellSouth Mobility
Medallion Award 1998 for launching the Tampa PCS Market
Catch a
Shining Star - Voted Most Valuable Team Player by my peers in 1993 for
contributions in achieving a 93% Current +30 in Collections for Region 1
Community
Service
Giving Back to
Humanity Program for the Homeless Continuous since Jan 2009
Light the
Night Walk for Leukemia and Lymphoma 2004
Aids Walk
Atlanta 2003
Special
Olympics Volunteer 2002
Light the
Night Walk for Leukemia and Lymphoma 2002
EXPERIENCE:
5/11 to 7/11 APEX
Systems/Verizon Wireless - Alpharetta, GA
Sr. Systems
Analyst – Web and Telesales System Analysis and Design
· Work closely with development
team and vendor to design and deploy a new application called Usage Broker
(off-the-shelf customized software application) which is a billing mediation
application designed to provide a flexible integration platform for network
data that supports the business and operations systems, allowing changes in
rating, addition of new technologies, load balancing, end to end latency and throughput
statistics, an error correction system, identification of duplicate or missing
data and logging and audit functions, providing high availability while
minimizing revenue loss.
· Created processes and
procedures for coordination of new projects and scope change requests,
determining impact and providing input to the overall general planning process
for projects identified in the Enterprise Release as impacting Usage Broker.
· Working with the CAMIT, identify
the downstream applications that currently receive network data for reporting,
billing and display in customer service/collections systems, providing data
flow diagrams and documenting the process.
· Participant in joint
application development sessions with the CAMIT(person who determines impacted applications
and coordinates meetings) and point of contacts for the impacted applications
discussing the needs of the business customer, coordinating a viable solution
that will ensure Verizon Wireless is able to meet the requirements as outlined
in the business requirements document.
· Develop and review project
plans with team, identify and resolve issues impacting the project and
communicate status of assigned projects to the project team and management.
· Gather requirements impacting
Usage Broker providing quality documentation of detailed system requirements to
the development team for the design and development of Usage Broker.
· Worked closely with QAT to insure
all issues identified are resolved in a timely manner, researching and
providing the needed information allowing the development team to resolve the
issue quickly providing status to QAT.
11/10 to 4/11 APEX
Systems/T-Mobile USA - Atlanta, GA
Sr. Systems
Analyst – Web and Telesales System Analysis and Design
· Provide estimates, coordinate
projects and provide input to the overall planning process for the Web and
Telesales team (known collectively as eCommerce).
· Identify data sources,
constructs data decomposition diagrams, provide data flow diagrams to document
the process flow.
· Hold joint development
sessions with middleware, product catalog and back end billing to insure all
teams are able to come up with a viable solution that will ensure the
T-Mobile.com and MyT-Mobile.com is able to meet the requirements as outlined in
the Web BRD.
· Develop and reviews project
plans, identified issues, resolved issues, and communicates status of assigned
projects to the project team and management.
· Gather requirements and
provide quality documentation of detailed user requirements (Technical Design
Document) to the Development team for the design and development of
T-Mobile.com and MyT-Mobile.com.
· Insure the development team
receives all needed documentation like WSDLs, Red-lines, Copy, Comp and
Coremetric reporting requirements in order for the development team to create
the low level design used by the developers to code.
· Plan, arrange and control QAT/UAT
status meetings, building a relationship of trust and integrity with the client
and QAT/UAT team leads, quickly
investigating issues, focusing on “No
Go” issues during the call I hosted daily with development leads and
management. The purpose of the daily status meetings with development leads and
management were to also provide completion status of testing and ticket status
of unresolved issues assigned to Web development.
· Directed quality of
T-Mobile.com and MyT-Mobile.com ensuring that the systems meet the needs of the
Business Unit through user acceptance testing.
· Worked closely with QAT/UAT
Project Managers and Test Leads to insure all issues identified and entered
into the Quality Center were worked within the SLA determined by the severity
of the tickets.
· Participated in UAT testing to
insure implementation of project I designed was working according to how it was
designed and to also further learn and understand the system and business
flows.
12/07 to 09/09 AT&T
Mobility - Atlanta, GA
Sr. Systems
Analyst – Sales Systems and Support
· Business application owner for
the retail POS applications used by 2,300 company owned retail and over 6,000
dealer and agent locations.
· Initiate new project requests
providing cost estimations and system impacts to effectively manage planning
strategy and department budget along with defining the needs and the wants for
the end user to insure timely delivery within budget.
· Collaborate across multiple
business areas establishing business processes and defining system requirements
spearheading requirement meetings and JAD sessions.
· Project managed several
projects at once across multiple billing releases partnering with IT Business
Consultant and Project Manager driving business requirements and system
enhancements through the SDLC process.
· Developed work-flow diagrams
and user acceptance test cases and executed test scripts for retail systems.
· Create slide presentations;
web based learning courses and training update leaflets communicating system
changes and process improvements to the user community.
· Provide technical support and
problem resolution for system issues impacting POS systems using my extensive
knowledge of the systems.
· Managed the billing system
conversion for Sales Operations,
consisting of 17 east coast markets and approximately 22 million accounts, working
closely with the enterprise billing conversion team analyzing data, identifying
needs for the POS systems, leading requirement sessions and training need
meetings with all departments within Sales Operations creating and delivering
slide presentations, CBT training modules and Key Facts handouts.
· Provided support during conversion weekends to
ensure the conversion of the billing system went smoothly and all Retail
Stores, Dealer Stores and National Retail stores in the field had all support
needed for questions or issues providing timely research and resolution.
· Provided management in Sales
Support with consistent communications of the billing conversion timeline,
notifying project teams of impending conversions so their project designs took
the conversion into consideration, and training status reports for each market
converting providing the results of those who have completed training
identifying any last minute training needs before onset of the conversion
weekend.
05/06 to 12/07 AT&T
Mobility - Alpharetta , GA
Senior IT
Business Consultant – Sales Operations (Direct and Indirect)
· Working intimately with my
business partner in Sales Operations, the IT development and delivery teams,
release management and external vendors I managed the retail store and dealer
channel projects, managing their yearly budget, their project financials, any
scope changes and testing, providing issue management and resolution.
· Manage a portfolio of projects
through the SDLC from project feasibility and initiation, requirements
gathering and specification, system analysis and design, implementation and
delivery of code, QA and UAT testing and deployment of my projects to the
production environment along with post deployment support.
· Utilized a project management
collaboration application designed to manage projects to include: request
initiation, request cost estimation, project submittal, budget management,
financial reporting, resource management.
· Created technical
documentation for Sales Operations outlining the technical aspects of back-end
system designs and front-end functionality providing information necessary for
sales operations to create test cases for UAT and training documentation
distributed to field personnel.
· Created Traceability matrixes
to track all business requirements and to insure all requirements are traced
back to a system requirement that indicated change necessary in the system to
meet the requirement.
· Created UML diagrams and
Wireframes to provide the development with a thorough understanding of the
business requirements and the end result the business customer wanted to
achieve.
· Working closely with Release
management to insure all of my projects hit their major milestones from systems
analysis and requirements gathering, JAD Sessions and delivery of detailed
design solutions, delivery of code to QC for testing, holding UAT sessions with
the business partner to test final product to insure final solution meets
business partner’s needs to deployment to production managing issues in
production until resolved.
· Cultivated solid and trusting
relationships with my business partners and external vendors attending their
weekly staff meetings, providing them with budget and project status,
organizing training sessions and informational gathering discussions for their
teams.
· Provided on-site support to
Retail and Dealer stores with each deployment of a Billing Release that
included enhancements impacting the POS systems, resolving issues and
addressing any concerns with the system modifications along with any additional
training on a particular enhancement.
· Managed project for an event
notification dashboard designed by an outside vendor which is used to notify
necessary personnel of system outages and status of system recovery; handling
the execution of the SOW as well as driving requirements with the vendor to
final product, testing the deployed product to insure meets requirements,
document training manual, test product in a QA and post deployment environment.
· Managed project with an
outside vendor that performed phone surveys of customers visiting the Retail
Stores for AT&T providing feedback for the representatives and stores via a
web-site that provided results/reports by market, director, city and store
location to include written and voice comments to understand common customer
issues to allow the stores to make improvements to the overall customer experience
and provide training as needed.
· Our team of Business
Consultants supported Sales Operations to include Direct/Indirect, National
Retailers and Supply Chain strategic initiatives. We shared information in
cross training meetings (Handouts/PowerPoint’s) to keep everyone abreast of the
latest projects and/or issues happening within our assigned strategic
initiative should the need arise for someone to step in to manage a project for
a different initiative.
02/04 to 05/06 Cingular Wireless - Alpharetta , GA
Senior IT
Systems Analyst/Technical Designer – IT Architecture and Engineering Common
Services Development
· Perform comprehensive system
analysis of an XML based middleware application providing ROM estimations,
delivering functional requirements and providing client support.
· Lead analyst responsible for
project assignment to my team, providing management with reports tracking
assignment and completion status of project deliverables insuring release
milestones are met for the CAM middleware
application.
· Facilitate JAD sessions
interfacing with Business Analysts, Project Managers and Development teams to
identify impacts and define the system specifications necessary to insure the
needs of all impacted applications are included in the XML requirements for the
middleware design.
· Using an XML reader, analyzed
the existing XML interfaces to determine the changes necessary to the
middleware tier to meet the business requirement needs of both the stakeholders
and the clients of the middleware application.
· Created CAM Functional Design
and System Requirement Specifications documents indicating the changes needed
mapping to the business requirement to insure developments understanding of the
business need.
· Created UML diagrams with my
technical design documents to provide development a thorough understanding of
the business and system flows for
· Focus group participant
charged with the task of defining requirements for the migration of Kintana
project initiation application to a new robust project management collaboration
tool designed to manage projects from initiation through deployment managing
budget, financials and resources.
· As On Boarding Manager I had
the role of bringing clients onboard to Common Services Interface. Working with
both internal and external clients guiding them through the process of
interfacing with AT&T Mobility Common Service interfaces middleware.
· The On Boarding Manager works
with the client to define their on-boarding solution and then provides the
documentation for the specific web service interfaces the client will utilize
managing the effort and the client from project inception through
implementation.
08/01 to 02/04 Cingular
Wireless - Atlanta , GA
Senior IT
Systems Analyst Technical Designer CARE
Billing System Development
· Through collaboration with
various project management and development teams effectively conducted
extensive system analysis of project impacts providing ROM estimates; front-end
detailed design documents and client assistance with proposed billing system
modifications.
· Created UX designs and screen
mock-ups for the CARE Client GUI using Visual Basic translatin the necessary
details for development to code the screen design as approved by the business
customer during the upon approval of the detailed design document.
· Facilitated Client/Server JAD
sessions to translate business requirements into solid CARE solutions holding
design document sessions with various development shops who utilized the CARE
billing system for activations and maintenance of customer accounts through the
CAM middleware application to insure the CARE
solution will allow them to meet their requirements as defined by the project.
· Effectively manage the SDLC
activities for a client application establishing project priorities,
consistently meeting release management milestones delivering quality design
specifications.
· Earned title of CARE Client
front-end application “Subject Matter Expert” earning the Key Contributor award
for 2003 based on contributions and commitment to quality designs and timely
completion of milestones impacting the billing system development organization.
· Managed all testing issues for
the client application working with development to identify gaps in
interpretation of the business requirements and design specifications insuring
all QA tickets are addressed and closed prior to deployment of the billing
release insuring all critical issues have been resolved.
05/99 to 05/00 Intermedia
Communications – Tampa , FL
Manager of Collections - Accounting
Manager of Collections - Accounting
· Managed a team of 15+ commercial
collection reps at the Tampa
· Managed the ACD reports
indicating the Abandonment Rate, Average Calls Handled and Speed of Answer
providing weekly feedback to all of my reps.
· Established and tracked
staffing levels, work schedules, performance objectives and attendance
adherence.
· Monitored phone calls received
and placed outbound to insure all customer contact standards are met and the
customer is handled efficiently and respectfully.
· Reengineered business
practices reducing bad debt and increasing revenues lowering financial
exposure.
· Implemented process
improvements reducing the average speed of answer for inbound and increasing
the rate of penetration for outbound calls.
· Managed relationships with
internal and external organizations, clients, and business partners.
· Managed the staffing of
collections reps for the Tampa Call center interviewing prospective candidates,
selecting candidates, present job offers and provide new hire training for the
systems and processes within collections.
10/97 to 05/99 BellSouth
PCS - Tampa
Manager of Customer Operations
Manager of Customer Operations
· Supervised all activities
related to deployment of a new “start-up” market.
· Managed the Tampa
· Managed the ACD reports
indicating the Abandonment Rate, Average Calls Handled and Speed of Answer
providing weekly feedback to all of my reps.
· Monitored phone calls received
and placed outbound to insure all customer contact standards are met and the
customer is handled efficiently and respectfully.
· Interviewed, hired, and
trained Customer Operations and Retail Sales employees are all systems and
processes used when handling a customer either on the phone or in a Retail
store.
· Managed and coached team of
about 18-20 “universal” reps
· Established business
requirements and system parameters for the IVR, ACD phone system,
Billing/Collections systems, Credit Review and Order Activation in West Florida
PCS Market.
· Established business practices
and processes for the West Florida Market.
· Maintain revenue assurance of
billing plans, switch and toll records and ILEC charges to insure BellSouth PCS
was properly billed by Verizon (formerly GTE).
10/96 to 10/97 BellSouth
Mobility - Atlanta , GA
Customer
Operations Manager – Training/Collections
· Managed a team of 15+
collection associates and an administrative assistant providing monthly
feedback on job performance and job objectives and expectations.
· Deployed process improvements
and business practices within collections reengineering processes, reducing the
average speed of answer and average call handling for inbound calls and
increasing the rate of penetration for outbound calls.
· Deployed dialer strategies for
Region 2 increasing penetration, reducing financial exposure allowing the Atlanta
· Deployed the SCORE automated
collections process for Region 2 integral to the overall result of increasing
the current +30 for our market.
· Managed the ACD reports
indicating the Abandonment Rate, Average Calls Handled and Speed of Answer
providing feedback to the reps.
· Managed the staffing of
collections reps for Region 2 Atlanta interviewing prospective candidates,
selecting candidates, present job offers and provide new hire training for the
systems and processes within collections.
· Managed the different Outside
Collection Agencies, conducting on-site visits, auditing accounts to insure
proper handling of our customers and make certain the reps were working our
accounts to improve collections results for charged-off bad debt.
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