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 · 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
Certifications
ICAgile Certified Professional - Business Agility Foundations (ICP-BAF)
International Consortium for Agile (ICAgile)