Richard Namme is a senior business analyst seeking a senior analyst role to align business processes and IT systems with business objectives. He has over 10 years of experience in requirements management, analysis and design, development support, testing, and project management for large companies. His experience includes redesigning requirements templates, requirements gap analysis, subject matter expertise, and developing key performance indicators. He holds an MS in Management Information Systems and Economics and is pursuing certifications in information security.

1. Richard
Career Summary
Namme
Senior Business analyst with 10+ years IT Systems Development Life Cycle (SDLC) project experience.

8452
Core experience in Requirements Management, Analysis and Design, Development Team support,
Fredericksb
Testing (QA) and in Project Management for top US 200 companies.
urg Road, #
201, San Seeking senior analyst role focused on aligning business processes and IT systems with business

Antonio, Tx
objectives. Currently expanding skills as a Certified Information Security Professional.
78229
(210)
568-9225
Work Experience
Rnamme@
hotmail.com
Senior Business Analyst (Consultant)
01/2007 – Present. Verizon Corp, Basking Ridge, New Jersey
Verizon delivers advanced IP, data, voice and wireless solutions to large business and government. It is
among the top 3 telecom companies in the world with annual revenues in excess of $93B.
Previous: (Verizon Business) focused on provisioning system consolidation to improve transaction
throughput due to duplicate processes and systems from previous mergers.
Current: (Verizon Telecom) Requirements process engineering initiative to support timely product delivery by
the Corporate Marketing Organization (CMO) and its project stakeholders. Project is aimed at reducing the
churn involving documenting requirements on “converged platform” projects and to enable Marketing and its
stakeholders meet implementation deadlines in line with CMO objectives. My responsibilities are to:
 Redesign current Marketing Service Requirements Template to work in a database repository. Review
content for duplicate requirements, inconsistent format, styles and instructions to enable automation of the
management process and requirements tracebility in IBM’s Requisite Pro.
 Review current MSR document(s), prepare gap analysis report on recommended approach to revision
 Gather knowledge on main Operations Support Systems (OSS) relating to Network and Provisioning and to
provide Subject Matter Expert (SME) support for on-going automation initiatives. The goal was to eliminate
duplicate systems and consolidate VzB’s platforms into a “single stack”.
 Baseline flow-through metrics and to develop key indicators for management visibility on provisioning activities
- measuring performance of auto approvals, transaction error rates, new activations.
Business Manager (Consultant)
7/2005 – 12/2006 United Services Automobile Association (USAA), San Antonio, Texas
USAA serves nearly 6 million member customers, primarily military personnel, military retirees, and their
families, delivering over 150 products and services to its “members” mostly via the telephone and Internet. It
has received several awards including being the #1 company in its industry for Customer Service by Business
Week in 2007, when operating revenues were $13Billion.This project was focused at saving the company over
$10Million in its first 2 years. My responsibilities were to:
 Analyze “Voice of the Customer” interviews feedback to define business and system requirements for the
development of an enterprise tool implemented to eliminate misdirects and reduces service rep call transfer
time by 50%.
 Facilitate group and individual sessions with SMEs to refine requirements, develop use-cases and process
flows focused on process improvement goals.
 Develop Change Management procedures and guideline documentation for the call center management
team. Provide “train the trainer” sessions for admin tool and updated Job Aid for tool 8 administrators
managing over 15,500 support representatives.
 Organize data in usable format for analytics reporting and trend analysis. Create common groupings of
issues faced by the Member Service Reps relating to call transfer activity to track “1st time-1st call” accurate
routing. Tracked issues overtime to baseline project and to measure performance.
Lead Requirements Analyst (Consultant)
2/24/2009 1

2. Richard Namme
Education
8/2000 Northern Illinois University, Dekalb, IL, USA
 Masters of Science degree and training in Management Information Systems & Economics
6/1994 University of Essex, Colchester, Essex, UK.
 Post Graduate Diploma in Development Economics
Core Skills Summary
Business Process experience in Sales, Ordering, Billing and Support for “Top 200” US companies
• Project Related: Analysis & Solution definition on Process Improvement Initiatives; Order Management,
Provisioning Automation, project strategy planning, Product Development Support.
• Technical Understanding: User and Technical Requirements Documentation- DOORS, Requisite PRO,
Caliber RM. UML and Object oriented analysis and design. Undergoing training as a Certified Information
Security Auditor/Manager (CISA/CISM) and Certified Ethical Hacker training - June 09.
• Six-sigma driven methodology, ITIL project experience.
References: Available upon Request
2