Luis A. Morales

OVERVIEW

An accomplished Business / Process Analyst with extensive experience in managing complex projects that exceeded expectations, clarifying client’s business requirements, assessments, gap analysis, designing and implementing processes, system improvements to increase productivity and reduce costs.  Some areas of expertise include:

·         Design and implementation of documents.

·         Ability to coach multiple tasks, assignments and responsibilities in a timely manner.

·         Managing cross-functional teams.

·         Project delivery, tracking methodologies.

·         Project risk and scope analysis.

·         Process design, develop and implementation

PROFESSIONAL EXPERIENCE

Bayforce: MillerCoors   Chicago Downtown                                June 2016 – September 2016

Business Process Analyst - Contractor

·         Designed and implemented a system that consolidated five different applications used by sales and marketing to one recommended application as the only CRM dashboard for the sales and marketing teams.  This innovating concept saves over 70% of the labor time, resources and dollars to the organization creating a big impact in sales.

·         Designed all documents such as business requirements, user case, scenarios, user acceptance form planning and execution.

·         Designed, developed and mapped business architecture models using requirements such as scope, user stories, and in-place processes.

·         Influenced the organization to select Salesforce as the preferred dashboard to be used by Sales Team.

·         Guided and mastered Scrum activities for the project.

TEKsystems: Kellogg’s Oakbrook, IL                                            February 2016 – June 2016

Infrastructure Business Analyst - Contractor

·         Designed, developed and implemented business architecture using requirements and designed maps of workflows, Standard Operating Procedure (SOP) and RACI charts to support, the “Bring Your Own Mobile”(BYOM) project for the organization related to mobility assets, onboarding, off-boarding, courtesy devices, stipend program.

·         Elicited business requirements and user stories from all users in North America territory through telephone conversations, email, videoconferences, and other resources available to capture requirements, drafted Wireframes and business processes documents; and transformed all business requirements into functional solutions utilizing best practices.

·         Designed maps of workflows and created Standard Operating Procedure (SOP) forms for governance and implementation.

·         Guided daily Scrum sprint meetings.

TEKsystems: Baxalta, Bannockburn, IL                                    June 2015-December 2015

Senior Business Analyst / Executive Support - Contractor

·         Designed and implemented multiple business processes, related to Global Service Desk, Procurement, Onboarding process, assist in the development of process mapping and documentation and training materials as well as training processes.  Provided consultation to the customer on business process and redesigned new processes that eliminate archaic processes used in Baxter for the new Organization.

·         Elicited business requirements and stories from Admins, end users, SMEs, and support teams through meetings, phone calls, emails video and conferences to capture requirements, design Wireframes and documented existing business processes and transformed all business requirements and user stories into functional solutions utilizing innovative ideas and best practices.

·         Designed all Business Requirement Documents (BRD) within the entire new organization.

·         Diagramed all existing processes (present state and future state), prepared wireframes, flow charts, workflows, Standard Operating Procedure (SOP) documents and RACI Charts for all functions in the new organization.

·         Designed and published all Project Plans, monitored project progress by tracking activity, resolving problems, published and distributed progress reports and recommended solutions utilizing best practices according to the Organization policies.

·         Extracted all service desk tickets and work orders from the Baxter data bank, filtered all thousands of daily tickets and designed all Service Desk reports in Excel from the Analytics application Raw Data using pivot tables for the following the following:

o    Operational Level Metrics

o    Operational Service Level

o    KPIs

o    Transformational Metrics

o    Escalations

o    Resolutions

o    Open Tickets

o    Close Tickets

o    Ticket Aging

American Hospital Association, Chicago, IL                                       May 2014-February 2015

Business Analyst/Project Manager

·         Designed, mapped and implemented thirty eight processes, workflows and RACI charts for processes that had been executed throughout many years without any foundation or written instructions in the Marketing and Sales operations increasing the work productivity to a 100%.

·         Performed the role Subject Matter Expert (SME) for assigned product lines and all functional support for these systems and all platforms for internal stakeholders and external clients.

·         Elicited all business requirements and information from key stakeholders, IT and executives through meetings, interviews, surveys, business process descriptions, cases and scenarios, analysis of tasks and workflows to determine complete operational project objectives, captured requirements, user cases and stories and designed Wireframes and document business processes.

·         Suggested controls by identifying problems; mapping and writing improved procedures.

·         Created cases and scenarios and performed and lead testing (UAT) for applications and Business Acceptance.

·         Collaborated with Coding Clinic Advisor team and Board of Directors for the Coding Clinic Advisor and ICD-10 book.

As Project Manager:

·         Defined a clear and more efficient project requirements by identifying project milestones, phases, and elements forming project team and establishing timelines and budget.

·         Designed and Implemented the use of Swim Lanes and RACI Charts to define team members and project executives tasks and responsibilities and activities agency wide.

·         Managed the selection of applications and platforms and the selection of the new CMS vendor to migrate from Media Way to ePub application.

·         Monitored project progress by tracking activity, resolved problems, published progress reports and recommended actions utilizing best practices.

·         Managed outsourced Service Desk with deployment, installation of hardware and software.

·         Coached the outsourced Service Desk service for SLAs of tickets (tier 1, 2, 3, and 4) utilizing best practices and ITIL principles.

PC Connection, Itasca, IL                                                         August 2012-January 2014

Business/Process Analyst, Project Manager, Application Administrator

·         Managed large projects such as optimization of customer processes, workflows and architecture for Service Desk initiatives as well as technology deployments and implementations; acting as Subject Matter Expert (SME) and Application Administrator to discuss problems face-to-face with clients, stakeholders, leadership and end users.

·         Elicited and gathered business requirements and information from key stakeholders, IT and executives through meetings, interviews, surveys, business process descriptions, cases and scenarios, analysis of tasks and workflows to determine complete operational project objectives.

·         Interacted and worked with the Application Developers Team to design new application enhancements by analyzing requirements, constructing workflows charts and diagrams; studying system capabilities and writing specifications.

·         Developed a plan to identify defect management.

·         Implemented Key Performance Indicator report to evaluate Service Desk performance.

·         Prioritized all SLAs were met on a timely fashion.

·         Established metrics to evaluate incidents, problems and change management all tickets:

o    Operational Level Metrics

o    Operational Service Level

o    KPIs

o    Transformational Metrics

o    Escalations

o    Resolutions

o    Open Tickets

o    Close Tickets

o    Ticket Aging

·         Collaborated with the education process of end users, stakeholders and clients once changes were developed and implemented providing formal training program to support both the application user and the customer.

Out of US (Madrid, Spain)                                                        December 2011 – July 2012

Abbott Laboratories, Waukegan, IL                                              October 2011 – December 2011

Business Analyst – Contract

·         Researched and performed a complete re-certification of websites in which Abbott Laboratories and its products are used for any type of publication.

·          Designed and implemented all reports to back up the information captured from websites.

·          Designed data analysis reports.

·          Performed URL testing and participated in the certification of Web Sites by utilizing FDA standards

AT&T Antenna Solutions Group, Chicago, IL                          September 2010 – October 2011PMO/Process and Documentation Analyst – Contract

·         Collaborated with functional teams to develop and document processes for building, monitor and maintain Distributed Antenna Systems within AT&T PMO.

·         Outlined functional and non-functional requirements and documented active processes.

·         Designed new processes by swim lane flow charts and RACI Charts for those elements of    DAS projects that are different from current and conventional processes.

Motorola, Arlington Heights, IL                                                                 May 2010 – August 2010

PMO Support/Procurement Processes Analyst – Contract

·         Elicited business requirements and information from key personnel and executives through  meetings, interviews, surveys; busi­ness processes descriptions, scenarios, analysis and        workflows analysis to define concepts and direction of the executives to complete

company project objectives.

·         Mapped and aligned processes, created reports of all procurement operations, revised           contracts and agreements with suppliers and prepared the organization for the separation      process.

Riverside Publishing, Rolling Meadows, IL                                         January 2010 – April 2010

Process Analyst – Contract

·         Re-structured, re-organized, mapped departmental processes, changed policies and             procedures, designed and implemented new policies and support strategies in general for    Content Verification Tool (CVT), and Vendor Management.

·         Elicited business requirements from all personnel and executives throughout the

Organization by meetings, interviews, surveys, business processes descriptions, scenarios,

analysis, task and workflows analysis to define concepts and direction of the executives to

complete Company Project Objectives and applied business requirements and converted       them into functional solutions utilizing best practices according to the project scope.

·         Designed detailed mapping of all processes for all departments (swim line charts and            Standard Operating Procedure [SOP] documents).

Community and Economic Development Association of Cook County, Inc.

Low Income Home Energy Assistance Program     Chicago, IL              May 2008 – June 2009

Process Analyst / Project Manager – Contract

·         Elicited Business requirements from all personnel and executives throughout the Agency

by meetings, interviews, surveys, busi­ness processes descriptions, scenarios, analysis, task and workflows analysis to define concepts and direction of the executives to complete

agency project objectives.

·         Directed all re-structured, re-organized, mapped departmental processes, changed policies   and procedures, designed and implemented new policies and support strategies in general    for procurement, accounting, human resources, Head Start, quality assurance and Low          Income Home Energy Assistance Program.

·         Applied business requirements and converted them into functional solutions utilizing best

practices.

Accenture, Chicago, IL                                                                                  May 2007 – April 2008

Business Analyst – Contract

·         Re-structured, re-organized and changed processes, architecture design and implemented a new and enhanced application model, new policies and support strategies in general for the   new procurement web-based application.

·         Evaluated information obtained from multiple sources, reconciled conflicts, decomposed high-level information into details, ab­stract from low-level information to a general understanding

(user language), and prioritized requirements, and differentiated user requests from the true

needs and propose solutions to meet the business requirements in the most cost-effective

and in a more efficient manner.

EDUCATION

Micro Train – Chicago, IL - PMP, Scrum Master, Lean Six Sigma Green Belt and Business Analysis Foundation, MS Project 2013, Business Analysis, MS SharePoint 2013

Computer System Institute – Chicago, IL – Project Management (PMP)

Global Training Solutions – Miami, FL – A+, MCSE

University of Puerto Rico – Humacao, PR – Business Administration

Caguas City College – Caguas, PR – Business Administration

PROFESSIONAL DEVELOPMENT

·         Microsoft Project 2003, 2010

·         Project Management Professional

·         Lean Six Sigma White Green Belt

·         Editorial and Design Training

·         ITIL Foundation/Awareness

·         Change Management

·         Business Analysis Fundamentals

·         Product Management

·         Microsoft Share Point 2010

·         A+

·         MS SharePoint 2010

·         MS Project 2010