SUMMARY STATEMENT

I am a business analyst skilled and certified in ITIL best practices, experienced in implementing and improving upon IT processes and maintaining SharePoint sites. Any team will benefit from my following strengths:

• Highly analytical thought process
• 10 years of overall IT support with emphasis on service desk process and Incident/Problem Management
• Project experience with emphasis on IT transitions and user environment changes
• ITIL Service Management certification and 3+ years of direct experience
• Asset Management
• Customer relations and team coordination
• Requirements gathering, gap analysis, and implementation
• SharePoint 2007 power user
• Learning aptitude

EMPLOYMENT EXPERIENCE

Confidential Present 
Asset Management Analyst

Responsibilities:

• Manage multiple clients’ assets via Dell Desktop Manager , Altiris, and other AM software
• Manage package relay servers
• Account reconciliation
• Reporting
• Ownership of team SharePoint site development
• Remedy process and module setup for team

Client: 
Confidential., San Antonio, TX Nov 2008 to Feb 2009
SharePoint Business Analyst

Project Scope: Intranet Sales Portal Migration from Red Dot to MS SharePoint 2007

Responsibilities:

• Map existing Red Dot portal for purposes of building a migration plan based on page count, content grouping and site hierarchy
• Recommend to client most efficient metadata solutions
• Build custom lists to serve the required purposes of the various organizations
• Build custom web parts to mirror the look and feel of the current solution
• Transfer customer documentation into SharePoint document management infrastructure
• Create content pages to mirror the current site hierarchy
• Monitor any changes to current live site to ensure subsequent changes to the new site

Confidential Oct 2007 to May 2008 
Service Management Analyst

Accomplishments:

• Successfully converted the Perot Systems Knowledge Base to a Windows SharePoint 2007 solution that included file versioning, group permissions, and approval task notifications.
• Revisited all Standard Operating Procedure documents for Service Management Department to verify processes due to Guaranty Bank split from Temple-Inland. Moved all documents onto new company templates and stored them in the SharePoint 2007 environment with same updating and maintenance processes as the knowledge base.
• Developed and published SharePoint site template for Service Management department.
• Developed shell SharePoint sites for various IT groups and provided training on how to use and update them with any information they wanted to publish there.
• Trained the Tier 2 Service Desk personnel (15 analysts) on how to use Remedy 7.x application for incident, problem, change, and request management.
• Successfully managed the building of the Tier 1 Service Desk for Guaranty Bank to replace the outsourced service desk from Perot Systems. This involved interviewing candidates for the position, training, and updating procedures for the Tier 1 Service Desk based on past successes and ITIL framework.

Responsibilities:

• Setup and maintain the internal SharePoint 2007 site for our Service Management department, our Knowledge Base repository, and any related departmental websites under the Service Management department scope
• Single Point of Contact (SPOC) for business units and IT units requesting services from the IT organization
• Maintain Business Continuity Plan for End User Services
• Build and maintained Request procedure models
• Oversight for any processes on creation and handling of incident trouble tickets including proper severities, incident owners, SLA guidelines, and incident resolution
• Member of review board that managed change procedures and models
• Create and document procedures for handling reoccurring incidents
• Configure BMC Remedy group permissions, automatic notifications via page, phone, and email, maintain configured items, linking configured items to the proper knowledge base articles
• BMC Remedy end user training on Incident, Request, Change, and Problem tickets as it related to their job function
• Build and maintain processes surrounding the use and updating of knowledge base repository in SharePoint
• Single Point of Contact (SPOC) for Tier 1 and 2 Service Desk on technical and procedural issues
• Assist in reviewing and approving Change Management requests in the absence of the Change Manager

Confidential Nov 2006 to Oct 2007
Business Systems Analyst

Accomplishments:

• Developed Citrix Team SharePoint 2003 web site utilized for holding team only data, IT Public data, web tools, and Change Management calendar
• Managed a 4 month Citrix latency project for our WAN locations that resulted in over 65 IT changes across our Citrix Server farms and networking technology that effectively tweaked and improved our end users ability to conduct business.
• Successful Printer Driver Standardization Project - began with 1000+ queues and 700+ print drivers over 3 print servers that served only 300-400 actual printers company wide. Print queues and drivers were replicated over 300 Citrix servers contained in 2 different farms. Upon completion, print queue numbers mirrored actual printers and all drivers were standardized across all servers effectively lowering the number of unique print drivers to less than 150. This project was coordinated between the Citrix Server team, Windows Server team, and Desktop architecture team each with a dedicated resource at project disposal.
• Compiled the office training manual for new Tier 1 Service Desk Technicians. Training manual included problem recognition, resolution processes, incident ownership, and how to submit request to update the Knowledge Base.

Responsibilities:

• Manage team SharePoint site
• Project manager for Citrix conversions and other Citrix environment changes
• Problem Manager for Citrix related issues
• Single Point of Contact (SPOC) for business units requesting service of the Citrix Server team
• Citrix Server team vote on Desktop Standards Committee

Confidential Nov 2005 to Nov 2006 
Tier 2 Technical Support Analyst

Accomplishments:

• Identified the need and solution for providing remote technical support tool for Tier 1 & 2 Service Desks. Software was eventually installed on every personal computer as a self help solution, which reduced overall calls into the Tier 1 Service Desk by 15%.
• Developed an Active Desktop software solution that was HTML-based for the Tier 1 Service Desks to use in resolving issues. The tool was adapted to be used on a Citrix Terminal Service desktop. Solution was the primary support tool used by the Service Desk

Responsibilities:

• Sr. Financial Services Tech
• Train/support/mentor Tier 1 Service Desk
• Incident and Problem management using Remedy 7.x
• Knowledge base management
• Server 2003 Administration
• Analyze Tier2 and Tier 3 procedures for possible transfer of duties to tier 1

Confidential June 2004 to Nov 2005 
Help Desk Technician II

Accomplishments:

• Successfully provided Perot Systems help desk agents training for the eventual outsourcing of the Guaranty Financial Services help desk.
• Adapted Guaranty new hire training curriculum designed for internal agents to a program for outsourced agents with only 2 weeks of available training time. Training was done in an on the job transitional procedure which included coordinating other training techs, setting up new agent accesses, and follow up mentoring at their site in Plano, TX for 1 month when the transition occurred.

Responsibilities:

• Active Directory Administration
• Server 2003 Administration
• Citrix Metaframe and Screwdriver/Simplified Printing Administration
• Network Administration
• Network/local printer troubleshooting
• Incident tracking in CA Unicenter Service Desk
• Cisco VPN troubleshooting

EDUCATION

• Confidential University - Project Management 101
• Confidential - ITIL Certified (HP certification class)
• Networking Major, 6 hours credit, Confidential College, MCSE and A+ coursework
• Computer Science Major, 60 hours credit, Confidential University
• Confidential High School (Graduated 9thin class)

SOFTWARE EXPERTICE

• BMC Remedy 7.x for ITSM
• MS SharePoint 2007
• MS Visio 2003/2007
• MS Project 2003
• MS Office 2003/2007
• MS Server 2000/2003
• MS XP/Vista
• Dell Desktop Manager/Everdream
• Altiris
• Siebel
• E-Smart
• Vantive 7 and 8