I am a self-starting, results-driven Business Analyst who is skilled in process design, problem solving, and communication. I have over 5 years of experience working in a traditional SDLC environment which also incorporates Agile and SCRUM methodologies. Analytical with strong systems skills, I enjoy using data analysis and creativity to solve problems in order to facilitate better business processes. I believe that education is important and am always seeking to hone my current skill sets as well as gain new knowledge.
Most Current Work Experience and Accomplishments

Grand Canyon Education, Phoenix, Arizona
Associate Product Manager - CRM Development, September 2018

Grand Canyon University, Phoenix, Arizona
Senior CRM Business Analyst, May 2013-September 2018
  • Identified and corrected flaws present in key workflows and system generated e-mails in the main enrollment CRM
  • Designed logic and processes to validate applicant’s social security numbers to prevent a new record from overwriting an existing record when a record from CRM populates into the student information management software
  • Designed a process to handle the approval/rejection process for financial adjustments and collections to be housed 100% within the enrollment CRM solution and automatically generate a ticket in the accounting Service Desk
  • Assisted in the domain migration of multiple Microsoft CRM organizations
Bella Sierra Women’s Center, Sierra Vista, Arizona
Independent Consultant, August 2012-September 2013
  • Assisted the company in selecting the appropriate computer and telephony hardware. Saved the company $10,000 from their original estimates
  • Identified that the third party billing company was not updating the status of claims which were sent to the insurance companies or which were paid out, claims were taking 90+ days to process, most unpaid claims were never followed up.
  • Assisted in transitioning Bella Sierra to a new billing company. On average, claims are now being paid out in less than 30 days now.
Grand Canyon University, Phoenix, Arizona
CRM Application Administrator, March 2009-May 2013
  • Maintained and administered 3 tier 1 Microsoft Dynamics CRM environments (2 MS CRM 4.0 and 1 MS CRM 2011)
  • Built and maintained a CRM 2011 environment for the University’s Alumni group
  • Developed SQL scripts to provide automated updates to the Alumni group's CRM database
  • Assisted the CRM Business Analysts as a Jr. CRM Business Analyst on all projects
  • Held several key roles, including being in charge of all QA testing, all UAT scripts, and training the trainers during a migration for the University’s enrollment CRM from Microsoft Dynamics CRM 4.0 to 2011 Microsoft Dynamics CRM
Grand Canyon University, Phoenix, Arizona
ANGEL Application Administrator, March 2009-June 2009

Grand Canyon University, Phoenix, Arizona
Technical Support Representative Level 2, October 2008-March 2009
  • Promoted after 3 months in the Level 1 position
  • Supervised up to 15 employees until a 2nd shift supervisor was hired
  • Created Excel templates for call reports and outage tracking
Grand Canyon University, Phoenix, Arizona
Technical Support Representative Level 1, August 2008-October 2008
  • Provided data analysis on call reports, ticket resolution, and customer satisfaction of the Company’s third party Technical Support provider. Concluded that we had the capacity to bring all support in-house and no longer needed the third party company.
My Education

Grand Canyon University, Phoenix, AZ
Master of Science in Healthcare Administration, 2012

Grand Canyon University, Phoenix, AZ
Bachelor of Arts in Communications – Graphic Design & Digital Film concentration 2010

Header image courtesy of nokhoog_buchachon / FreeDigitalPhotos.net
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