Chad Hansen
Information Technology Business Analyst
Salt Lake City,UT
Summary
Resourceful and detail-oriented IT Business Analyst with 5+ years of experience in project planning, management, and coordination. Proficient in various business systems, including Salesforce, and skilled in requirements gathering, analysis, and documentation review. Proven track record in improving efficiency and user experience through process improvement and project management. Possesses strong leadership skills, having managed teams and coordinated with internal and external stakeholders. Certified ScrumMaster with a focus on agile methodologies. Proficient in a range of technologies, including Jira, Confluence, and Microsoft DevOps. Bilingual in Spanish.
Overview
22
22
years of professional experience
1999
1999
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Information Technology Business Analyst
FirstMile
06.2019 - Current
- Supports and administers various business systems including the Admin Portal, Tracking Tool, Scan Tool and Salesforce (internal tools) as well as User Portal and The Claims Tool (external user facing tools)
- Effectively managing the team's backlog to keep it prioritized
- Coordinating velocity and roadmap to provide expectations to both internal stakeholders while coordinating with internal and external development teams
- Provide escalated tier support of bugs and issues
- Facilitate small meetings to complete assigned projects and stories
- Project planning, coordinating and management for various business systems to improve efficiency and usefulness
- Gathered requirements, Designed, Planned and Managed the creation of a claims filing tool for all FirstMile customers which allowed them to file, track and pull reports on replacement package claims
- The claims tool is a time and money saving tool which lets 1 person manage the hundreds of claims instead of a team
- Gathered requirements, Designed, Planned and Managed a customized salesforce on-boarding progress bar and check off list which is interactive and automated based on the selections of the on-boarding team
- The On-boarding project put all of the on-boarding processes in one place and gave a visual representation of a shippers on-boarding status
- Gathered requirements, Designed, Planned and Managed the incremental improvement of 3 internal and 3 external facing tools which improve the speed, efficiency, and user experience of their respective stakeholders
- Collaborated with stakeholders to gather and analyze business requirements, translating them into functional specifications for IT development teams
- Managed end-to-end project lifecycle, including requirement gathering, solution design, testing, deployment, and post-implementation support
- Facilitated workshops and meetings with cross-functional teams to elicit requirements and resolve any conflicts or issues that arose during the project
- Created detailed documentation such as user stories, use cases, process flows, data models, and system diagrams
- Worked closely with developers to provide guidance on technical feasibility and ensure alignment between business needs and IT solutions
- Collaborated with key stakeholders to define project scope, objectives, timelines, milestones, risks/dependencies management plan
- Performed impact analysis on proposed changes/enhancements to assess potential risks/benefits before implementation
- Provided training sessions for end-users on new systems/functionality/features implemented as part of projects/initiatives undertaken
- Analyzed complex data sets using SQL queries or other analytical tools/software applications
- Developed business cases/proposals for new IT initiatives/projects, including cost-benefit analysis and ROI calculations
- Served as a liaison between business stakeholders/users and IT development teams throughout the project lifecycle
Communications Coach
Verbling HQ
02.2012 - 06.2019
- Guided individuals throughout the world using self-prepared training materials to pass college entrance and language exams, create presentations, prepare for and pass interviews, as well as improve written and verbal team communication
- Employed an effective use of time management and communication proficiencies to independently take charge of my own schedule leading to an increase in sessions and higher satisfaction rates
- Taught the greatest amount of sessions than any other teacher on my platform at 13,381 with the largest number of positive comments at 6,215
- Advised more than 30 clients in the past year to successfully acquire employment in a range of information technology fields
- Introduced new methods and practices in order to enhance the pass/fail rates by 10% of clients attempting to enter universities around the world
PM Operations Manager
OnTrac
08.2008 - 02.2012
- Led the operational planning activities and budgets for the Ontrac home and business delivery services throughout the state of Utah and Southern Idaho
- Participated in planning sessions, web and teleconferences, process improvement discussions, and data analysis with key clients such as Amazon, Staples, Choice Computer Logistics, Chase and Wells Fargo Banks as well as Cardinal Health Pharmaceutical
- Successfully oversaw a staff of 20 office professionals and 70 delivery drivers by coordinating, training, analyzing and revising operational project processes under my purview
- Improved the branch KPI rankings from 18th place to 1st place by my second year in management
- Continually created and implemented new procedures in order to maintain 1st place for the following two years
- Planned and executed the adoption of new clients such as Amazon and Chase Bank by coordinating efforts between the client the contractors providing service
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
Acquisition Specialist
Safeline Residential
07.2003 - 07.2008
- Found and placed under contract, residential and commercial properties whose owners faced financial problems
- Coordinated and gathered all of the short sale documentation needed to negotiate the sale of the property
- Handled the various concerns and misunderstandings of worried property owners
- Regulated the flow of my properties through the sales pipeline as to ensure that deadlines were met and the communication link between the bank, Safeline Residential and the client was unambiguous and efficient
- Obtained an average of 8 properties per month which led to an average in sales over a 5 year period of 3.3 properties per month
- Confidently generated over $100,000 in monthly revenue
- Developed an entirely new way of finding distressed properties before anyone else by using free online government applications
- Increased our acquisition efficiency by 20%
Education
High School Diploma -
Westwood High School
Mesa, AZAssociate of Science - Logistics and Supply Chain Management
Salt Lake Community College
Salt Lake City, UTAssociate of Science - Business
Maricopa Community Colleges - Mesa Community College
Mesa, AZSkills
Technical writing
Supply Chain
Documentation review
Business requirements
Jira
IT project management
Analytics
Business process modeling
Process mapping
Agile
Scrum
Customer relationship management
undefinedCertification
Certified ScrumMaster (CSM), 05/01/22, 05/01/24
Additional Information - Key Skills
- Operations management
- Time management skills
- Quick learner
- Client-focused
- Excellent communication
- Proficiency in Team Dynamics
- Bilingual in Spanish and English
- Profit Optimization
- Process Optimization
- Continuous Improvement
Personal Information
- Remote Work preferred: I have been working remotely since 2012
- Authorized To Work: US for any employer
Timeline
Information Technology Business Analyst
FirstMile
06.2019 - Current
Communications Coach
Verbling HQ
02.2012 - 06.2019
PM Operations Manager
OnTrac
08.2008 - 02.2012
Acquisition Specialist
Safeline Residential
07.2003 - 07.2008
Associate of Science - Logistics and Supply Chain Management
Salt Lake Community College
Associate of Science - Business
Maricopa Community Colleges - Mesa Community College
High School Diploma -
Westwood High School
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