Provided business process support for a high priority project to improve the functionality of the technical support team including maintenance of project schedules, development of status reporting, issue management, call calibration of troubleshooting department. Reviewing existing processes for the technical support center in order to provide process improvement suggestions. Process mapping via Ben graham process mapping software. Participated in weekly status update meetings to keep management and end users informed of progress. Meet with various site leaders to document and map processes using both Visio and Ben Graham. Also responsible for other tasks required to effectively manage and monitor a project through to successful completion Supply chain, capacity and forecast planning to optimize customer service levels. Forecasting monthly volumes for strategic planning and workforce scheduling. Also create monthly financial analysis and reporting using SAS, SQL, and AS400.
- Successfully implemented several process improvements to increase efficiency in inventory reporting and streamline processes.
- Successfully developed requirements, validation and training using Systems Development Life Cycle (SDLC) process to meet client expectations.
- Identify, research, define and document end users and vendor issues.
- Successfully led and performed a variety of software testing activities including AS400 upgrade.