Summary
Overview
Work History
Education
Skills
Certification
Timeline
SeniorSoftwareEngineer
Courtney B. Scott

Courtney B. Scott

Houston,TX

Summary

Solutions-driven Business Analyst with eight (8) years of experience in planning, designing, developing, and analyzing business plans for complex problems. Experienced in collaborating with stakeholders to understand business needs through documentation and communication to management, stakeholders, and project managers to deliver solutions. Solid expertise of software development life cycle (SDLC) from gathering requirements, design, development (configuration and integration), testing, training, implementation, and production support for companies in agile methodology. Experience transferring requirements into easy-to-understand User Stories which are added to JIRA. Dedicated to stakeholder/customer satisfaction with focused delivery of technical solutions.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Sr. IT Business Analyst Lead

AIG
Houston, TX
10.2015 - Current
  • Serve as liaison between technology and business end-users
  • Responsible for managing and mentoring a team of 3 to 5 business analysts through open and honest communication and collaboration
  • Manage band width of team members by evaluating their knowledgebase and assigning projects, accordingly, while still making sure to provide opportunities for cross functional knowledge transfer to grow each member's skills and capabilities
  • Elicit requirements from stakeholders
  • Translate, simplify, and analyze the feasibility of requirements to promote business process and solution design efficiency
  • Translate conceptual user needs into functional business requirements in a clear manner to development teams
  • Formulate, define, and verify business cases as well as business and solution requirements based on both business and user needs
  • Work with Delivery teams to drive alignment of solutions with business strategies and business capability requirements
  • Consult with stakeholders to develop process flows reflecting business process requirements
  • Manages requirements and issues, leveraging tools such as JIRA, SCRUM, KANBAN
  • Verify solutions align with requirements
  • Conduct reviews to ensure that requirement specifications are correctly interpreted
  • Communicate changes, enhancements, and modifications to project managers, sponsors, and other stakeholders
  • Formulate, document, and verify user stories, acceptance criteria, process flows, and mockups
  • Translate product roadmap features into well-defined product requirements including epics, user stories, and acceptance test criteria
  • Collaborates with developers, testers, and scrum teams
  • Manage UAT with end users including coordination and user acceptance signoff
  • Use Confluence to enter Business Cases
  • Support the development of release notes, user guides, training materials, etc
  • Participate in the implementation, and provides post-implementation production support
  • Work in a Scrum team environment, participate in backlog review and Sprint planning secession’s, following Agile Methodology
  • Provide Basic Sales Training (BST) to financial advisors

IT Mobility Business Analyst

ExxonMobil
Houston, TX
02.2015 - 10.2015
  • Oversaw the Mobile Device Management (MDM)infrastructure support, design, and daily operations for assets, worth over $15,000
  • Run reports using Tableau
  • Supervised MDM monitoring, maintenance, incident reporting, capacity management and provided resolutions to address identified concerns within various Business Units
  • Managed all content on internal mobility websites to verify that it comported with organizational communication guidelines
  • Executed End User Asset Lifecycle Management Activities, realizing 30% gain in salvage benefits
  • Ensured employee adherence with MDM compliance requirements, improving compliance by 25%
  • Protected security and integrity of assets, worth $45,000 on litigation hold, including preserving asset data and ensuring their return to the deployment center
  • Managed a queue of up to 30 tickets daily and resolved 95% of employees’ IT challenges within 24 hours or less
  • Developed solutions to address IT service delivery concerns, enhancing IT’s performance ratings by 15%
  • Administered the strategy and execution of communications’ project, encompassing the entire firm, including IT and End Users
  • The project was completed 25% under cost expectations.

Help Desk Supervisor

General Dynamics Information Technology
Houston, TX
11.2013 - 12.2014
  • Supervised, trained, developed, and evaluated 20+ customer service representatives (CSR), delivering technology support to the Centers for Medicare and Medicaid (CMS):
  • Coached employees’ customer engagement, growing productivity by 30%
  • Weekly
  • Real Time Handle (RTA) and Average Time Handle (RTA) expectations were achieved, as well
  • Optimized employee scheduling, decreasing overscheduling of talent by 100% and insufficient
  • Conducted performance appraisals and identified employee improvement opportunities, resulting in 5% in performance deficiencies
  • Developed employees to improve their skills, reducing unexpected turnover by 6%
  • Achieved monthly Performance Scorecard metrics by delivering consistent training and monitoring employees’ customer service delivery
  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues
  • Work with the Director of User Support to design and enforce request handling and escalation policies and procedures
  • Providing solutions to the 1-800-Medicare team, enabling them to communicate healthcare coverage
  • Center for Medicare and Medicaid Services (CMS)
  • Resolved 100% of users’ hardware and software concerns, including:
  • CMR’s desktop and website issues
  • Unlocking user accounts/resetting passwords
  • Setting up corporate email accounts

Technical Support Team Lead

Verizon Wireless
Alpharetta, GA
06.2007 - 07.2013
  • Grew sales by 14% annually
  • I delivered effective sales’ training to subordinates, coaching the upsell customers on accessory products and services
  • Managed team of 15 Technical Support professionals, exceeding performance metrics, such as service quality/level, protocol adherence, and Average Handle Time (AHT) by 24%
  • The team resolved customer issues, including troubleshooting cellular phones, PC cards, MiFi devices,
  • Other wireless data equipment and assisted customers with ordering new and replacement phones and handling billing inquiries
  • Supported systems, such as: BlackBerry, Android, iPhone, Windows, Mac OS, Active Sync and BES (Blackberry Enterprise Server)
  • Resolves complex technical problems requiring thorough analysis by subject matter experts to ensure fix-forever solutions are implemented
  • Utilizes problem management processes and procedures to ensure subject matter experts perform an in-depth root cause analysis of all aspects of the problem and proposed resolutions are studied, tested, and documented
  • Collected and analyzed incident trend data to identify patterns, make recommendations, and oversee the implementation of remediation efforts.

Education

BBA - Management

Texas Southern University
Houston, TX

Skills

  • Agile
  • Cherwell
  • Dynamics 365 (CRM)
  • SAP ERP
  • JIRA
  • Confluence
  • BMC Remedy
  • Active Directory
  • Ariba
  • MS Office Suite
  • ServiceNow
  • Workday
  • Requirements Gathering and Analysis
  • User Acceptance Testing (UAT)
  • Project Management, Process Flow
  • RACI Matrix
  • Basic SQL knowledge
  • Software Development Life Cycle (SDLC)
  • Decision-Making
  • MS Office
  • Problem-Solving
  • Teamwork and Collaboration
  • Analytical and Critical Thinking
  • Excellent Communication

Certification

Villanova University Villanova, PA

Masters Certificate Project Management

Certificate Essentials of Project Management

Axelos Certification Number: GR671143372CL

Information Technology Infrastructure Library (ITIL V4)

International Institute of Business Analysis (IIBA)

Certified Business Analysis Professional (CBAP)

(In Progress-Scheduled test 9/3/2022)

Timeline

Sr. IT Business Analyst Lead

AIG
10.2015 - Current

IT Mobility Business Analyst

ExxonMobil
02.2015 - 10.2015

Help Desk Supervisor

General Dynamics Information Technology
11.2013 - 12.2014

Technical Support Team Lead

Verizon Wireless
06.2007 - 07.2013

BBA - Management

Texas Southern University

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Courtney B. Scott