Resume of Business Analyst / Product Development Manager

Title
Business Analyst / Product Development Manager

Primary Skills
Business and requirements analysis, software development management

Location
US-OR-Lake Oswego

Posted
Feb-05-08

Profile
Multi-talented manager with combination of leadership, customer service, business, technical and analytical skills. Extensive international experience. Resourceful problem solver, experienced with software development lifecycle (SDLC), configuration management, relational databases, scripting, CRM and front-office applications. Subject matter expert on LAN (client-server), WAN, and Internet transaction processing systems.

Skills
- Project management
- Configuration management
- QA testing, test plan development
- Staff/customer training and support, training programs
- User documentation
- Product development management
- Sales and marketing
- Software requirements analysis, use case and design specifications
- Fluent in English, Dutch, French, German; also reads and understands Italian.
- Microsoft Office apps, MS Project, Visio, RoboHelp, Captivate, RequisitePro etc.
- Windows NT, Windows Server, XP, Vista; MS-SQL

Professional Experience
April 1992 -- Jan 2008: Tickets.com, Inc (previously TicketsLive Corp, Inc; previously Select Technologies Corp, Inc.) Syracuse, NY
Manager, Emerging Technology (May 2007 -- Jan 2008)
Responsible for: Building team of expert support staff for new international product line, operational procedures, managing geographically dispersed team.
- Developed company's first Operational Level Agreement (OLA).

Senior Manager, Consulting and Development Services (June 2006 -- May 2007)
Responsible for: Project management/client interface and requirements analysis for custom development projects, coordinating cross-departmental technical resources, interfacing with high-visibility clients
- Created product requirements and design specification for company's first proprietary Wireless Admission Tracking software for handheld computers (PDA).

Configuration Management Manager (June 2005 -- June 2006)
Responsibilities: as under previous job title, plus: managing cross-disciplinary, geographically dispersed team of staff within Configuration Management; project management of cross-functional internet projects for technically complex installations or high-visibility clients.
- Designed project processes for website translation into French for Canadian clients
- Managed implementation project of custom web promotions functionality

Consulting and Internal Training Manager (May 2001 -- June 2005)
Responsible for: Custom Programming and Special Projects department, Design/development management/testing of core software functionality, large custom projects for strategically important customers.
- Project manager for first Access Control implementation
- Implemented project financials tracking system for Custom Programming revenue.
- Featured presenter at user seminar in Netherlands; trained internal staff in Sydney, Australia.
- Produced and presented the company's first live webinar for USA customer base.

Conceptual Architect/Business Analyst (Sept 1999 -- April 2001)
Responsible for: Analysis and specification of Business Needs and Product Requirements for new generation software product; Use Case specifications and test plans for software projects; User Acceptance Testing program. Designed interface and interface prototypes for Windows applications.
- Participated in high-level cross-functional team for business process re-engineering post merger with Tickets.com.
- Management of strategically important “On Sale” projects

Network Product manager (Jan 1999 -- Sept 1999)
Responsible for: functional software specifications, product plans and user documentation. Prioritizing bug fixes and enhancements, version control and change management of software releases.
- Attended ticketing-industry trade shows, presented classes and instruction to Sales staff.
- Provided technical demonstrations and information sessions interfacing with customers. Presented seminars at USA user conference and co-chaired customer Q&A sessions.

Development and Documentation manager (Nov 1997 -- Dec 1998)
Responsible for: functional software specifications, product plans and software user documentation for all company products. Prioritization of enhancements/bug fixes, software release version control.
- Coordinated change-over of user documentation from Windows Help to HTML Help
- Provided consulting services to Italian distributor in setting up operations and localization of product for Italian market.
- Translated full software user interface into French for Canadian market.

European Product manager (1997)
Responsible for: Liaison between European Operating Companies (Netherlands/UK/Germany) and Development department in the USA. User documentation, software version control
- Software requirements analysis for European market, functional specifications, QA testing of new software releases in USA.
- Marketing/sales activities in Netherlands; international conferences, trade shows (Spain/Germany/Italy).

Special Projects manager (1996)
- Translated software interface and user documentation from English into Dutch.
- Supplied training to staff and strategic customers, sales demos (in various languages) and represented Dutch Operating company at international ticketing trade show and conference in Italy.
- June - September 1996: Sydney, Australia - Assisted Australian operating company in re-engineering installation and customer service processes, trained new staff and supplied consulting, training and documentation to Australian customers.

Marketing manager (1995)
- Supplied sales demos in various languages (Dutch, French, German, English) at ticketing conference and trade shows, user seminars and conferences.
- Represented Dutch Operating Company in international Operating Company meetings at Corporate Headquarters in USA.

Trainer/installer (April 1992 -- 1994)
Responsible for: Installing/configuring network and application for customers, training users on software, helpdesk as well as on-site support; training and consulting on-site.
- Assisted in recruiting, training new staff for growing company.
- Supplied documentation for customers and for in-house use. Assisted in sales demos.
- June - July 1992: St Albans, UK - Worked at UK helpdesk, supporting Dutch and UK customers.


1990 - 1992: Stichting Kunst in Computers (Arts in Computers Foundation), Amsterdam, Netherlands
Coordinator
Responsible for: Coordinating activities of Foundation: research, information center for arts and entertainment sector.
- Presentations at various international seminars of the IETM (Informal European Theatre Meeting) in Vienna (1990) and Lisbon (1991).
- Conducted research project into Automation in Performing Arts.


1987 - 1990: Titan Technologies BV, Mijdrecht/Hoofddorp/Amsterdam, Netherlands
Interactive Courseware developer/trainer/product tester
Responsible for: Developing self-tutoring interactive training software about PC-applications (word-processing, spreadsheets, operating systems, etc). QA-tested authoring software.
- Provided training courses on Informatics at adult education project for Systems Analysts in Rotterdam.
- Assisted with marketing activities at trade shows.
- Translated courseware into English and French.

EDUCATION
Fall 2006: Global Communication through World Englishes, Syracuse University, Syracuse, NY
1983 - 1984: Elektrotechniek, Hogere Technische School Amsterdam, Netherlands
1981 - 1982: Western Sociology, University of Amsterdam, Netherlands

REFERENCES: Available on request

Certifications
See above


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