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Work Background
Xceltrait Inc.Business Process Consultant
Jul. 2024 - Aug. 2024
SigitalBusiness Process Consultant
Feb. 2024 - Jul. 2024Seattle, Washington, United StatesStreamlined project delivery timelines within 6 months through
collaborative requirement clarification with stakeholders and
project staff.
• Managed Business Analysis for projects, leading to improvement in
project delivery time. Clear requirements positively impacted
project outcomes and client satisfaction.
• Managed the implementation of ITSM and CSM module onboarding
including Problem, Change, Incident, Case Management and
workflows.
Milestone Technologies, Inc.Sr. Business Process Consultant
Aug. 2017 - Nov. 2023Seattle, Washington, United StatesImproved ServiceNow tool configuration accuracy by 15%, resulting
in increased efficiency and cost savings for clients using the ITSM,
Request Catalog, CSM and other modules.
•Streamlined Incident resolution time through the design and
deployment of a tailored ServiceNow application, ultimately
optimizing overall operational effectiveness and user experience.
•Revamped workflow design, resulting in improvements in system performance, driving better decision-making, resource allocation for the business and process adherence.
Developed integrated business analyses, leading to a reduction in operational costs and improved resource allocation for the business
•Enhanced output formats by evaluating requirements, resulting in an increase in operational efficiency and improved business functions.
•Provided support for multiple clients, resulting in improved ServiceNow tool configuration accuracy and positively impacting organization and negotiation.
•Provide client side support for multiple clients and projects, responsibilities including but not limited to PM, BA and BPC of the business requirements
•Spearheaded Agile transformation and communication
enhancements, resulting in a 25% improvement in project efficiency
within 6 months.
•Facilitated successful implementation of Service Now onboarding requirements by collaborating with engineering team to address functionality issues and leadership restrictions, leading to improved efficiency and cost savings for the business.
•Improved incident resolution time through the design and implementation of a custom app, boosting overall operational efficiency
•Developed a new Finance Service Portal with the respective Service Catalog Items, workflows, categorization and visibility for an educational institution contract, in which all department stakeholders from 30+ groups were included in the design, refinement and implementation requirements.
UnisysBusiness Analyst/Technical Project Manager
Oct. 2010 - Aug. 2017United StatesStreamlined business processes across teams, scaling operations to meet client
demands. Enhanced offshore IT program within 6 months, optimizing service delivery to
80+ countries.
Led the successful onboarding and expansion of 5 new lines of service for Microsoft Retail
client, coordinating remote teams in 3 locations, within 6 months.
Led the successful ServiceNow implementation, transitioning 1,800 global users to the
ticketing tool within 2 months, resulting in improved efficiency and streamlined IT
operations.
Improved efficiency by leading successful transition of Service Now ticket tool for 100
global users, meeting 3-week deadline
Improved business reporting accuracy and efficiency by 25% within 9 months through
streamlining ticketing system documentation for 7 teams and 1600 employees
University of Washington, Department of Microbiology RESEARCH FUNDING MANAGER
Apr. 2007 - Aug. 2010Seattle, Washington, United StatesDeveloped streamlined operations planning within 6 months by integrating program
research aims with state/federal compliance for 170+ budgets ($30million/yr) and their
corresponding contract restrictions.
Managed successful integration of new funding sources, resulting in a 20% increase in
research project funding within 12 months.
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