Mardi DeCarlo
Sparks
Summary
Service Training Specialist and Business Analyst with extensive expertise in business analysis and requirements gathering. Demonstrated success in improving training documentation and implementing effective process enhancements. Skilled in managing stakeholder relationships and leading teams to ensure compliance with health and human services standards while advancing quality assurance initiatives.
Overview
30
30
years of professional experience
Work History
Service Training Specialist / Lead, CMIPS Account
CGI
04.2021 - 11.2025
- Responsible for identifying and updating the county user training documents associated with specific releases
- Worked with the California Department of Social Services (CDSS) and/or Office of Technology and Solutions Integration (OTSI) State clients to present webinars on system upgrades
- Worked with State clients to identify the most current and effective training techniques
- Reviewed release schedule and identified needed updates for user documentation which can include but is not limited to User's Manuals, On-Line Help, Training Materials, Self-Paced Trainings and special communication Power Points
- Created release and quarterly change logs (updates made to User's Manuals, On-Line Help, Training Materials and Self-Paced Trainings) and submitted to client along with updated user documents
- Created and/or updated standard and special request user documentation
- Worked with MadCap software tool to update online help information in CMIPS
Agile Business Analyst, CMIPS Account
CGI
01.2020 - 06.2021
- Responsible for the effective documentation of the Agile Service Request (ASR) to the State client
- Researched and documented ASR stories
- Created and/or updated system documentation (requirements, design decisions, architecture descriptions, and program source code)
- Created and/or updated requirements and CI's related to CMIPS
Back Office Manager, CMIPS Account
CGI
08.2018 - 12.2019
- Responsible for the stand-up of the Back Office Department during transition which included the hiring and training of Back Office personnel, working with client stakeholders on understanding and defining the Contract to ensure the work was transitioned while requirements were met, and the writing and submitting of key deliverables for approval
- Stood up the Back Office Department: from staffing to the actual work space, to determining contract requirements, and how the actual work was to be performed
- Hired and coordinated training for Back Office personnel
- Created and submitted for approval the Back Office Services Plan
- Translated Contract requirements to developed and document approximately 50+ business procedures associated with Payroll and/or Back Office work areas
- Analyzed and worked directly with the State client to research and resolve escalated issues and system requirements
- Tracked, monitored and reported metrics and service level agreement information weekly, monthly and quarterly
Back Office Manager / BA, CMIPS Account
HPE (Hewlett-Packard Enterprise) / DXC Technology
03.2013 - 08.2018
- Responsibilities included but were not limited to identifying Contract business and system requirements related to the department work areas, developing and documenting business and system requirements, and reporting on department performance metrics
- Analyzed client's business requirements and processes through document and workflow analysis
- Performed analysis on change including the review of the change from a business/end-user perspective and the implications on business processes
- Performed testing for change (i.e. MAS Upgrade) including development and execution of scripts and the collection and documentation of testing results
- Communicated client's business requirements by constructing easy-to-understand data and process models
- Monitored processes and performance, and implemented process improvements or other corrective action where needed
Help Desk Manager, CMIPS Account
Hewlett-Packard (HP)
09.2009 - 02.2013
- Ensured Contact (by way of phone or extranet) with the county staff was dealt with professionally and accurately and within the guidelines established by the CDSS
- Directly managed help desk staff members consisting of business analysts and help desk representatives
- Analyzed processes to develop and/or update Standard Operating Procedures (SOPs)
- Primary writer and coordinator of the CMIPS Help Desk Procedures and Customer Service Plan
- Created and implemented the CMIPS Account alert notification communication process
- Directly dealt with and/or managed escalated issues
Customer Service Manager, Senior Products Division
Health Net
11.2006 - 05.2009
- Ensured incoming and outgoing calls were dealt with professionally and accurately and within the guidelines and SLA's established by Centers of Medicare & Medicaid Services (CMS)
- Directly managed and supported four (4) supervisors
- Analyzed data from qualitative and quantitative measurements to ensure contract requirements / SLAs were met
- Developed and/or expanded on SOPs
- Identified areas of improvements and created a corrective action plan (CAP) when necessary
- Provided input into developing and modifying systems to meet client needs and develop business specifications to support these modifications
- Liaison between business and technical personnel to ensure a mutual understanding of processes and applications
- Managed the planning and development of design and procedures for metrics reports (i.e. Monthly Operations Report, Quarterly Status Report, etc.)
- Directly resolved and/or managed escalated issues
- Created and managed both an employee recognition program and attendance policy
Education & Outreach Manager, Medi-Cal Account
Electronic Data Systems (EDS)
02.2003 - 10.2006
- Ensured the Education & Outreach (E&O) Department ran within the guidelines and SLA's established by the California Department of Health Services (CDHS)
- Directly managed and supported three (3) supervisors
- Coordinated and implemented seminars throughout California related to Medi-Cal billing
- Primary writer and coordinator of the Annual Medi-Cal Training Plan to CDHS (100+ page document)
Application Assistance Manager, Healthy Families
Electronic Data Systems (EDS)
10.2000 - 01.2003
- Ensured the Application Assistance Program Unit (AAPU) ran within guidelines and SLA's established by the CDHS
- Directly managed and supported three (3) business analysts
- In coordination with a project management team, assisted in the implementation and delivery of an invoice tracking database
Northern CA Field Operations Director, HCO Account
MAXIMUS
09.1999 - 09.2000
- Ensured the Health Care Options (HCO) outreach services in the Northern CA Region ran within the guidelines and SLA's established by the CDHS
- Analyzed processes and incorporate changes as needed
- Directly managed and supported three (3) managers
Central Operations Manager, HCO Account
MAXIMUS
08.1998 - 08.1999
- Ensured the Health Care Options (HCO) call center, data entry, research and mail room departments ran within the guidelines and SLA's established by the CDHS
- Analyzed processes and incorporate changes where needed
- Directly managed and supported nine (9) supervisors
Call Center Supervisor, HCO Account
MAXIMUS
03.1998 - 07.1998
- Ensured the Health Care Options (HCO) incoming and outgoing calls were dealt with professionally and appropriately within the guidelines and SLA's established by the CDHS
- Directly supervised and supported fifteen (15) customer service representatives
Forms Processing Supervisor, HCO Account
MAXIMUS
03.1996 - 02.1998
- Ensured the Health Care Options (HCO) enrollment forms were processed correctly and within the guidelines and SLA's established by the CDHS
- Directly supervised and supported fifteen (15) forms processing clerks
Education
Bachelor of Science - Administration of Justice
Pennsylvania State University
Skills
- Business analysis and requirements gathering
- Service and incident management
- Change management strategies
- Health and human services expertise
- Business process improvement
- Quality assurance and control
- Human resources management
Timeline
Service Training Specialist / Lead, CMIPS Account
CGI
04.2021 - 11.2025
Agile Business Analyst, CMIPS Account
CGI
01.2020 - 06.2021
Back Office Manager, CMIPS Account
CGI
08.2018 - 12.2019
Back Office Manager / BA, CMIPS Account
HPE (Hewlett-Packard Enterprise) / DXC Technology
03.2013 - 08.2018
Help Desk Manager, CMIPS Account
Hewlett-Packard (HP)
09.2009 - 02.2013
Customer Service Manager, Senior Products Division
Health Net
11.2006 - 05.2009
Education & Outreach Manager, Medi-Cal Account
Electronic Data Systems (EDS)
02.2003 - 10.2006
Application Assistance Manager, Healthy Families
Electronic Data Systems (EDS)
10.2000 - 01.2003
Northern CA Field Operations Director, HCO Account
MAXIMUS
09.1999 - 09.2000
Central Operations Manager, HCO Account
MAXIMUS
08.1998 - 08.1999
Call Center Supervisor, HCO Account
MAXIMUS
03.1998 - 07.1998
Forms Processing Supervisor, HCO Account
MAXIMUS
03.1996 - 02.1998
Bachelor of Science - Administration of Justice
Pennsylvania State University