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Leticia Salas
mleticiasalas@gmail.com
www.linkedin.com/in/salasleticia
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Analytical *
Detail-Oriented * Efficient
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Thorough
and committed IT Application/Business Analyst with over 20 years’ extensive
and diverse experience analyzing business needs to provide quality
resolutions. Results-oriented technical professional with consistent
success meeting tight deadlines and delivering excellent results across
multiple organizations in a variety of industries and applications.
Recognized as a team player with strong communication, time management, and
organizational skills. Expertise includes developing requirements,
integrating data, managing projects, testing, implementing, and
supporting. Fluent in Spanish.
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Technical
Skills
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Certifications:
ITIL Foundation, Certified
Project Manager
Program/Scripting
Languages: SQL, Perl, HTML,
JavaScript, SAS, Unix shell, VBA, COBOL, Basic, RPGII, PL/I, Fortran
Softwares: MS Project, Word, Excel, Access, Visio, Crystal
Reports, Queryman, WordPerfect, Lotus 123, Alpha Five, Quattro Pro, Dbase
III+
Platforms: Unix, MS-Windows, DOS
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Professional
Experience
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2001 –
2014
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Cincinnati Bell Telephone
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Cincinnati, OH
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Senior Application Analyst (2004 – 2014)
§ Managed IT project migrating 500,000 email users by
integrating internal applications to new external email platform resulting
in yearly revenue of approximately $1 million.
§ Converted functionality of previously outsourced
portal and managed the IT project to integrate internal self-care portal
allowing business customers to manage long distance services and reports
which saved $100,000 yearly.
§ Developed new processes in the midst of
transitioning from vendors in the middle of a project by working closely
with both vendors to implement a seamless process and fine-tune testing
issues while enforcing project schedules and deadlines.
§ Created requirements and tested changes for 100’s of
large business customer accounts allowing online viewing, bill pay and
report development which significantly increased efficiencies.
§ Designed a process to successfully migrate
approximately 10,000 email users to CBT email platform meeting deadlines
without any customer impact.
§ Revamped the Knowledge Management System by
implementing an application offering users increased flexibility and better
corporate-wide communication.
§ Worked with internal departments, inshore and
offshore vendors to implement enhancements and resolve issues.
§ Gathered and documented requirements for internal
and customer facing applications establishing personalized functionality to
avoid technical issues during system changes.
§ Tested, monitored, and researched daily applications
and processes consistently resolving production issues with 100% accuracy.
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Application Analyst III (2001 – 2004)
§ Played a key role in the conversion of the Internet
service provider billing and provision application switch to a new
application integrated with the legacy billing system resulting in
significant interface improvements.
§ Converted systems and strategically mapped data into
new applications by properly extracting and assigning accurate codes to
ensure minimal service disruptions.
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Zoomtown (A Subsidiary of Cincinnati Bell)
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Cincinnati, OH
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Billing Systems Administrator (2001)
§ Configured application to update secure systems with
marketing promotions reflecting new billing, radius servers, and reports to
constantly drive business success.
§ Authored requirement documents detailing application
changes and worked with network operations and various team members to
research and immediately resolve issues.
§ Developed and maintained scripts (in Perl, SQL Plus,
HTML, Unix shells) to run various processes including archives, reports and
account updates which created more effective automated systems.
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1995 –
2001
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First Union National Bank
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Augusta, GA/Cincinnati, OH
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IT Developer II / Application Administrator (1997 – 2001)
§ Designed, configured, implemented and maintained a
new credit card processing application used to process an average of
392,000 applications annually.
§ Developed and maintained SAS programs and SQL Plus
scripts to archive data and automate reports, which produced operational,
on-demand, and interactive reports resulting in faster processing and
improved productivity.
§ Converted and streamlined manual data gathering
process to an automated system that easily calculated quality indicators
and reduced hundreds of manual hours.
§ Monitored and researched batch processes to resolve
application production issues.
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MIS / Scheduling Coordinator (1995 – 1997)
§ Developed and maintained several database
applications to manage the Call Center’s quality indicators, call volumes,
work schedules, productivity and performance.
§ Implemented and managed the Resource Management
Center developing new staffing strategies that improved the Call Center’s
quality service.
§ Supervised Resource Management Specialist extending
training and development to ensure proper handling of volume peak and phone
coverage strategies.
§ Implemented changes in a database application to
redefine Credit Analysts’ performance evaluation strategies, which improved
morale and supervisors’ productivity.
§ Enhanced call volume forecast continuously improving
average call response time.
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Education
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M.B.A.,
Finance – University of Puerto Rico, Río
Piedras, PR
§ Cum Laude
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B.B.A.,
Computer Information Systems - University of
Puerto Rico, Río Piedras, PR
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Training
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·
Sharepoint for Project
Management: ASPE Training, Cincinnati, OH
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PMP Exam Preparation: MAX
Technical Training, Cincinnati, OH
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ITIL Foundation
Certificate: MAX Technical Training, Cincinnati, OH; Loyalist Certification
Services
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Professional Scrum
Master: MAX Technical Training, Cincinnati, OH
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Certified Project
Management: Xavier University, Cincinnati, OH
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Microsoft Project 2007:
Cincinnati Bell, Cincinnati, OH
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Project Management Fast
Track: MAX Technical Training, Cincinnati, OH
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Yellow Belt Training:
Cincinnati Bell, Cincinnati, OH
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Business Analyst Fast
Track: MAX Technical Training, Cincinnati, OH
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Java Programming
Fundamentals: New Horizons Computer Learning Center, Cincinnati, OH.
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CIW Web Languages Track
(JavaScript, Perl): New Horizons Computer Learning Center, Fairborn, OH
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CIW Foundations/i-Net+
Track (Basic and Advanced Internet Fundamentals, HTML Fundamentals,
Networking Fundamentals): Micro Center Education, Cincinnati, OH
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Introduction to Oracle:
SQL and PL/SQL: Oracle Education, Cincinnati, OH
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Client/Server Strategies
Using SAS System: SAS Institute, Atlanta, GA
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Access 7.0: Advanced:
First Union Automation Education Services, Charlotte, NC
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SAS Fundamentals: A
Programming Approach: SAS Institute, Atlanta, GA
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