Romeo Guerra
Houston,TX
Summary
Experienced UAT Analyst and Business Analyst with 6+ years of experience improving operational efficiency and driving business operations in fast-paced environments. Skilled in diagnosing complex issues, performing data analysis, and managing system integration and UAT processes. Proven track record of collaborating with cross-functional teams, optimizing workflows, and delivering solutions that result in significant improvements in product quality, system performance, and customer satisfaction. Adept at using tools like Jira, Azure DevOps, and Zendesk to streamline project execution and issue resolution.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
6
6
years of professional experience
Work History
Senior UAT Analyst/Business Analyst
Shell Energy
01.2022 - 01.2024
- Collaborated with stakeholders to document business processes and translate them into functional requirements for system design and testing, resulting in smoother project execution and faster delivery timelines
- Facilitated UAT sessions with business users, ensuring alignment between business needs and system functionality for accurate test results
- Configured and optimized Jira workflows to align with the agile processes of the team
- Coordinated with cross-functional teams (Business, IT, QA, and Operations) to ensure smooth communication and timely resolution of testing and deployment issues
- Spearheaded the creation and execution of test scripts in Azure DevOps for upcoming enhancements, leading to a 15% reduction in software defects during production
- Facilitated requirement-gathering meetings to develop comprehensive test plans
- Successfully migrated five retail brands from a legacy CRM to Salesforce, improving operational efficiency and customer management capabilities
- Successfully tested and deployed 32 features, 139 Product Backlog Items, and resolved 90 incidents
- Coordinated with Development and Quality Assurance teams to ensure the successful execution of test scripts
- Implemented and tested a new Automatic Call Distribution system, improving operational efficiency by 20% and reducing wait times for customer calls
- Collaborated with Developers and Project Managers to approve weekly releases, maintaining release schedules
- Managed IVR systems and conducted after-hours Text-to-Speech testing with analysts and AGR agents
- Created end-to-end test cases for testing Text-to-Speech for NICE CX-One, ensuring clear communication
- Partnered with the CX-One team to understand IVR flows, assist in creating IVR changes, and ensure smooth future releases
- Worked closely with operations and front-office teams to gather accurate requirements for future enhancements
- Streamlined testing processes by creating comprehensive UAT test plans, test scripts, and user scenarios based on business requirements.
- Facilitated smooth transitions between different phases of the software development lifecycle by ensuring thorough handoffs and clear communication during UAT activities.
- Enhanced team collaboration by facilitating communication between developers, business analysts, and end-users to resolve issues during the UAT phase.
- Contributed to agile development efforts through active participation in sprint planning, backlog grooming, daily stand-ups, and retrospective meetings.
- Provided valuable insights for development teams through post-UAT analysis and recommendations for future enhancements or bug fixes.
- Optimized application performance by analyzing end-user workflows and recommending improvements to system design.
Operations Analyst
Shell Energy
01.2021 - 01.2022
- Gathered, Organized and Analyzed transaction related data using customer relationship management (CRM) system and various reporting systems
- Analyzed and rectified customer inquiries, leveraging Revenue Manager and P2C for efficient resolution
- Worked as liaison with internal groups to resolve daily, weekly, monthly quarterly transaction issue reports and workflows
- Managed end of term requirements for customer accounts through EDI drop transactions
- Provided Support and subject matter expertise to internal employees as well as those outside business units
- Developed and maintained comprehensive reports on transaction trends, customer inquiries, and system performance to drive actionable insights for business improvement
- Led training sessions for new hires and internal teams, improving their understanding of system usage and operational workflows
- Contributed to the planning and execution of system migrations and upgrades, ensuring seamless transitions with minimal operational disruption
- Monitored system alerts and escalated issues to technical teams for timely resolution, ensuring minimal disruption to daily operations
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Optimized operational efficiency by analyzing and streamlining processes.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
Production Support Analyst
Entrust Energy
01.2018 - 01.2021
- Provided consultative assistance to technical staff and business unit clients, recommending, and implementing solutions to business problems, to improve operational efficiency
- Conducted economic modeling for all licensing projects, delivering income and cash flow forecasts to support strategic decision-making
- Researched and recommended scheduling enhancements, resulting in improved system performance and reduced processing times
- Analyzed job schedules and implemented modifications that significantly reduced processing time
- Utilized Zendesk to document internal procedures, monitor daily reports, and organize tickets, ensuring streamlined operations
- Identified root causes of recurring problems and implemented effective solutions, reducing incident frequency, and improving system reliability
- Collaborated with QA/UAT teams and development team members to analyze, investigate, and resolve common issues, ensuring product quality and functionality
- Provided daily support with escalated ticket resolution and liaised with business and technical leads to ensure timely issue resolution
- Worked closely with upper management to drive strategy through the development and implementation of new processes, enhancing business performance
- Oversaw daily operations to ensure high levels of productivity
- Developed team communications and information for meetings
Education
Communications -
Milwaukee Area Tech. College
Milwaukee, WIVisual Communications -
ITT Tech. Institute
Greenfield, WI01.2009
Skills
- Jira
- Trello
- Azure DevOps
- Zendesk
- Salesforce
- NICE CX-One
- SQL Server,My SQL,Java,Python
- Power BI,Tableau,Agile,Scrum
- System Integration
- Root Cause Analysis
- Collaboration
- Communication
- Problem-Solving
- Test case design
- End-to-end testing
- Test execution
- Functional testing
- Regression testing
- User acceptance testing
Languages
Spanish
Native or Bilingual
Timeline
Senior UAT Analyst/Business Analyst
Shell Energy
01.2022 - 01.2024
Operations Analyst
Shell Energy
01.2021 - 01.2022
Production Support Analyst
Entrust Energy
01.2018 - 01.2021
Communications -
Milwaukee Area Tech. College
Visual Communications -
ITT Tech. Institute
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