San Antonio, TX 78232 Cell: 817.996.2257 SUMMARY Business Analyst, exceptionally skilled in defining requirements and specifications and generating key reports linking technology capabilities and business objectives. Possesses keen eye for finding business-smart, cost-effective solutions benefitting stakeholders. Recognized for persistently evaluating processes to increase efficiency and productivity. Adaptable, flexible team player and coaching leader, leveraging knowledge-sharing approach to cultivating productive and cohesive team environments. Home: 210.701.8966

TECHNICAL SKILLS Microsoft Access Development SharePoint Team Site Administration Plateau Learning Management System Administration Adobe Captivate TechSmith SnagIt Stellent Content Management Qualtric Web-Based Survey Tool Microsoft Office (Word, Excel, PowerPoint, Project, Visio and Outlook) WebEx ADDIE Instructional Design Methodology Agile and Scrum Software Development Understanding


Senior Training Business Analyst / Curriculum Designer (2012 – 2013) Converted Access database to web-based application, allowing movement to SharePoint. Developed training playbook templates, ensuring consistency in preparation and delivery of training courses. Collaborated closely with SMEs, gaining in-depth understanding of software or project, producing effective training material, bridging gap between technical resources and end users. Met project and business needs and deadlines by effectively prioritizing activities. Setup and tested scenarios for training documents and lessons, reporting issues to SME for resolution for product improvement. Created new and updated existing customer training guides and self-paced lessons, improving existing and future customer product educational experience. Produced ad hoc training reports for management, addressing customer issues. Managed training playbooks, providing the most current information and guaranteeing accurate, consistent training. Coordinated on-site training classes, WebEx courses, meetings, and training events, ensuring successful and positive learning experiences. Facilitated department Learning Management system (Plateau), ensuring employees received training credits, positively reflecting on employee performance reviews.

Granted access, ensured content management, and promoted information sharing, serving as Team SharePoint administrator. Developed policies and procedures, streamlining effectiveness of documentation team. Answered airline customer training inquiries and resolved issues, identifying future training needs. Provided team members with cutting-edge technology by investigating training tools, making recommendations and training on new software. Senior Business Analyst (2011 – 2012) Led Instructional Design team with members in India, China, and Uruguay and liaised between SMEs and Management. Managed development and deployment of 85 lessons within 6 months by leading development of training certification program for customer care team. Collaborated with training teams throughout company, nurturing growing partnerships in learning. Saved time and money by refining content-lifecycle management standards and optimizing workflow process. Administered Plateau Learning Management System and University for You (U4U) internal Airline Solutions training SharePoint site, providing employees easy access to available training. Promoted company brand by consistently designing self-paced online employee training lessons with Captivate for marketing, human resources, and sales, informing staff of new policies or products. Developed time-saving and quality lessons, streamlining instructional designer processes with style guides, templates, and user guides. Increased productivity by conducting weekly information sessions for training team, sharing software techniques, tips and tricks. Senior Training Technical Writer (2007 – 2011) Created project administration database to allow lead to assign and track technical writer documentation and lesson development. Created personalized homepages, reports, and forms for writers and management. Saved money and billed customers for re-training by developing and maintaining MS Access database to track course information, participant enrollments and attendance, certificate distribution, and instructors' training reports, generate reports and record surveys. Developed new and updated existing customer training guides and self-paced lessons, improving existing and future customer product educational experience. Created, maintained, and tracked training survey information using Sabre Survey Tool (Qualtrics), analyzing information to recommend training improvements. Calculated survey statistics, produced, and distributed management and instructor reports key to employee development and evaluation. Managed weekly and monthly staffing resource planning reports and identified understaffed team, resulting in additional personnel. Supported customers cut over to Sabre systems by providing onsite training to airline’s customer care agents, walking through procedures, ensuring efficient customer call processing. HR Organizational and Employee Development Coordinator (2006 – 2007) Established process tracking training material, charged departments, and credited Human Resources budget. Produced management reports and presentations. Advanced employee discounts program by coordinating first discount fair attended by 500 employees.

Administered Sabre learning management system (MyTraining), promoting continued employee development. Scheduled employee training courses with instructors, students, facilities and catering, ensuring successful and positive learning experiences. Managed all training inventory, and ordered materials, supplies, equipment, and printing, guaranteeing availability for each training session. Promoted staff growth by coordinating training and development events such as New Hire Orientation, Employee Development Days, Employee Health Wealth and Development Day. Worked closely with employee relations and employee benefits groups, ensuring completed new hire paperwork. Managed employee discounts program, worked with vendors, updated Intranet site, and organized Discount Open House, bridging employees with local businesses. Controlled timely delivery of employee acknowledgements, managing recognition programs, working with anniversary certificate vendor, trophy vendor, gift certificates vendor, and advising managers on their distribution options. THE HERTZ CORPORATION, Oklahoma City, OK 1997 – 2006

Application Support Business Analyst Managed electronic vehicle damage appraisal system project from design to completion and singly owned training and support. Managed production and development servers, application systems, multiple SQL databases, and user access. Conducted all training sessions and individual product counseling, and provided all post-training support. Negotiated with Hertz developers, management, employees, and outside vendors, ensuring cost efficiency and meeting project deadlines. Developed procedures, training materials, and issues and resolutions documentation, providing appraisers effective tools to complete projects. Created and deployed user acceptance testing, including detailed test plans and results documentation, providing vendors feedback, resulting in well-designed system. Installed software and hardware, configured appraisal computers, and guaranteed accurate operation, providing appraisers with reliable equipment. Monitored system-generated reports and requests, creating and distributing ad hoc reports, supporting appraisers and management for successful project completion. EDUCATION Bachelor of Science (BS), HR Management, Friends University, Wichita, KS Associate of Applied Science (AAS), Accounting Clerk, Dodge City Community College, Dodge City, KS

ACTIVITIES Sabre Pet Adoption Committee Chair (2008 – 2012) Scheduled events twice a year with local shelter. Organized fundraisers such as donation lunch, pet treat sales, bake sale, raffles, and photo booth. Coordinated volunteers and facilities, and solicited vendor donations for raffles.