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Date Created: 12/22/15
DEBRA VAN DUSEN Amarillo, Texas 79124 806-683-7690 firstname.lastname@example.org SUMMARY Business Analyst with demonstrated expertise in process development, re-engineering, and quality assessments. Excellent analytical and organizational skills for driving continual process improvement, process maturity, and organizational change. Ability to project manage small to large scale projects from defining business requirements to implementing the approved solution. Proven success in training development and delivery. Recognized for building customer, vendor, and internal company relationships at both executive and non-executive levels. _____________________________________________________________________________________________ Process Development ∙ Process Re-engineering ∙ Process Improvement Implementation ∙ Quality Assessments ∙ ITIL ∙ Project Control ∙ Project Management ∙ Training Development ∙ Training Delivery ∙ Documentation Management ∙ Executive Communication Skills ∙ Time Management ∙ Team Mentoring _____________________________________________________________________________________ PROFESSIONAL EXPERIENCE HP Enterprise Services (formerly Electronic Data Systems), Plano, Texas Business Analyst 2008 to 2012 Joined a business processing outsourcing business unit to implement an operational process management foundation. During this time process ownership, documentation standards, metrics, and quality assessment methodology were implemented which increased the organization’s process maturity to best in class. − Led seven highly matrixed delivery organizations in defining a comprehensive scope of work; and successful re-engineering and implementation of 6 corporate service request processes into a single request process. Effort culminated in training of 400+ contact center clients, engineers, project managers, and operations specialists. − Defined and implemented a process quality assessment methodology and package used to assess 10 service delivery processes. Output resulted in detailed action plans which when implemented, raised processes to a best practice maturity level. − Mentored a global process outsourcing organization of architects, engineers, project managers, and operational specialists on a defined suite of operational processes. Processes now executed consistently based on established standards enabling best in class delivery of 21 service capabilities. − Collaborated with process engineers in the development of a business process framework to empower business units to effectively conduct process impact engagements, improving time to market of new services. Electronic Data Systems Corporation, Plano, Texas Process Engineer 2002 to 2008 Provided across region process support for a global service delivery organization. Scope included process design, process development, documentation standards, training package development, training delivery, and executive level status reporting. − Led team of 20 engineers and subject matter experts in the design and build of 13 end-to-end operational processes for a new global network delivery model. This activity resulted in the release of a comprehensive process bill of materials with an associated cost savings of $403,200. − Developed a process collateral package of templated tools for use by process development initiatives. This package enabled standardization of process collateral across all operational processes by a 20,000+ global service delivery organization. − Facilitated portfolio of services and capability management definition workshops resulting in a complete matrix of available IT services. Mapping of services at a capability level improved capability technology and resource management decision making and accelerated speed to market of services. DEBRA VAN DUSEN Page 2 of 2 Business Planning Consultant 1998 to 2002 Senior member of a global development and deployment team which implemented SAP project system and time recording (PS/CATS) to support the corporate business model. Participated in all phases of the initiative including inception, design, development, testing, deployment, and maintenance. − Deployed and trained SAP time recording, with an accelerated schedule, to an audience of 70,000 U.S. employees on time and within budget. − Developed a time recording system work breakdown structure that upon deployment enabled comprehensive time recording reporting. − Authored a corporate activity dictionary by facilitating business functional manager inActivity. dictionary enabled all employees to effectively and concisely capture expended effort in support of clients and the corporation. Portfolio Manager 1989 to 1998 Directed efforts of 4 professionals in the management of voice telecommunications services. Responsible for all areas of service offerings: implementations of new services, pricing, cost control and planning, order processing, capital planning, major service outages, service levels, and financial performance. Coordinated efforts of matrixed internal support groups. Services included: telephone services, voice mail, remote access services (dial-up). Managed vendor relationships with: AT&T, Ameritech (now AT&T), Rolm, GTE (now Verizon), Octel (now Avaya Communication), and CompuServe (now AOL). − Managed, on behalf of the CIO, a team of five engineers and four professionals in development and deployment of a global corporate and client based remote access service which was delivered within budget and on time. − Led a multi-supplier and across organizational team, as part of a network outsourcing initiative, in the design and deployment of a single integrated supplier and corporate request management process. Call Center Supervisor 1985 to 1989 Oversaw a team of 12 professionals responsible for submitting and monitoring client and corporate service requests, who achieved 98% customer satisfaction. Resolved corporate and client escalations, utilizing compiled lessons learned to drive on-going process improvements. TECHNICAL / PROFESSIONAL SKILLS Information Technology Infrastructure Library (ITIL), Gold Standard Quality Assessment Methodology, MS Office, MS Project, and MS Visio EDUCATION Oklahoma Christian University, Oklahoma City, Oklahoma, B.S.E. Elementary Education CERTIFICATION Information Technology Infrastructure Library Practitioner (2004) - ITIL Service Management Processes Lean Six Sigma Practitioner (2007) CONTINUING EDUCATION Rummler-Brache (2002) – Process Improvement Methodology W. Edwards Deming Systems Thinking (2002) – Continuous Improvement / Quality
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