Business Analyst
Present
- Business analysis and process automation for back-office operations.
- Writing functional specifications and business requirements for internal tools.
- Cross-team coordination and delivery tracking using JIRA.
Resume
A short version of the long story.
Fifteen years inside TELUS, from the call center floor to business analysis and back-office automation. A parallel career as a software developer behind NoBullFit and tmi.js.
Experience
Information and Process Support
- Cross-team coordination and escalation management.
- Contribution to process improvement and automation initiatives.
Back-office
- Processing multi-department requests and quality follow-up.
- Coaching and supporting team members.
Customer Service
- Handling customer calls and providing appropriate solutions.
Competitive Call Center
- Support for national and international calls, including 911 emergencies.
Skills
Business Analysis & Operations
Process optimization · Agile/Scrum · Business agility · Change management · Systems thinking · Functional documentation · Escalation management · Continuous improvement
Software Development
React · TypeScript · Node.js · Express · PostgreSQL · REST APIs · Git · Linux
Automation & AI
Workflow automation · AI copilots · Reporting dashboards · Data analysis
Education
Computer Science Techniques (Application Development), DEC
Cégep de Limoilou
Training focused on web and application development (frontend and backend).
Human Sciences, DEC
Cégep de Rimouski
Licenses & certifications