Sr. Business Analyst Resume
Fort Worth, TX
SUMMARY:
- Seasoned professional with Over 18 years of progressive experience as ITIL Process Manager, Project Manager, Sr. Business Analyst, System Engineer and System Analyst in Information Technology in Insurance, Retail, Healthcare, Financial, Pharmaceutical, Oil, Media, Travel, Utility and Construction industries
- Comprehensive practicing knowledge of ITIL frame work to implement Incident, Problem, Change and Configuration Management ITSM processes
- Extensive functional knowledge of ITSM tool ServiceNow Applications (Incident, Problem, Change, Configuration and Service Catalog)
- Worked on process, people and technology integration between all IT Service Management (ITSM) processes and using best practices
- Experienced in streamlining operations and processes to increase productivity, quality and efficiency
- Highly motivated, excellent analytical abilities with initiative, leadership, and drive to achieve exceptional results
- Prior extensive experience supporting large Data Centers and Call Centers including but not limited to Active Directory, Patch management & Server Administration/Maintenance
- Strong team building and management skills; ability to prioritize, handle and complete multiple assignments simultaneously
- Detail oriented with analytical thinking and problem solving skills with emphasis on resolution of complex technical problems
- Client focused - consistently meeting deadlines and delivering superior client satisfaction
- Self-motivated, organized, capable of working in individual or in a team environment with little or no supervision
- Strong work ethics with excellent written and verbal communication skills.
- Expertise on onshore-offshore model in IT and business environment
TECHNICAL SKILLS:
Operating Systems: Windows 2008/2003/2000 server, Windows 7/Vista/XP, Novell NetWare, VMware
Software: MS Project, SharePoint, ServiceNow, BMC Remedy, Amdocs Clarify, Peregrine Service Center, SMS
Tools: MS Office (Power Point, Excel, Word), Adobe Acrobat, Visio, Visual Studio, SQL, SnagIt, HP PPM
Databases: MS-Access, SQL Server 2008/2005
PROFESSIONAL EXPERIENCE:
Confidential, Fort Worth, TX
Sr. Business Analyst
Responsibilities:
- Managed Active Directory (AD) Consolidation & Migration program to move 35000 Users/Groups/workstations accounts from 12 domains across US, EMEA & APAC regions into single domain with new OU Structure. Key benefits included laying the ground work for additional key applications to utilize single sign-on (SSO), ground work for implementation of future IT improvements and simplifying user account and user computer administration.
- Worked with program managers of Business Units (BU) to complete User Migration Application Testing (UMAT) and coordinated with Confidential to resolve issues.
- Updated UMAT SharePoint site for Application Testing and tracking. Analyzed UMAT data on weekly basis & created progress reports to manage application testing status.
- Worked with Business Units, AD migration and Confidential teams for Applications requiring remediation and resolution before users AD migration.
- Maintained Global RAID log of Issues and Risks and followed up with AD Migration and Confidential teams to get updates and coordinated timely resolution.
- Participated in weekly Project and program meetings, documented and distributed meeting minutes and action items. Followed up on action items for completion.
- Coordinated and led meetings with Business Units, Application Testing, Confidential and IT teams to track migration issues.
- Prepared weekly reports and program slide deck for AD Program managers and CTO meetings to present project metrics and overall UMAT progress.
- Created Quick Reference Guide, project documents, reviewed and updated user AD migration email notification templates. Uploaded and maintained project documents, slide deck, reports, Application Remediation List and RAID log on SharePoint
- Managed Legacy Oracle Solaris Consolidation and Migration project to consolidate various Solaris OS version and hardware into new environment consisting of segregated Prod and Non Prod environment, dedicated DR and to achieve significant ROI savings yearly. Worked with project team to monitor the progress of the project, identified milestones, developed governance plan, created matrix to show progress of the project. Created reports and slides for Chief Technology Officer (CTO) for weekly meetings with stakeholders.
- Managed and provided reporting to CTO on progress of multiple Confidential (IE9 upgrade for 7000 users, Confidential DLP, iQuate, ILMT, SLM Tools for scanning of Japan, APAC infrastructure environment for OS and DB scan, to provide accurate license provisioning information required by Federal audit and to meet vendor compliance requirements.
- Worked on Sybase Upgrade project with system architect & system engineers to collect SAP Sybase ASE license count, feasibility to upgrade Sybase or migrate to SQL DB or Oracle Database.
- Worked on Critical Platform At-Risk(CPR) Program, a CTO initiatives to design automated tool to discover & map Critical Applications & its dependencies from end to end to identify at risk components. Provide impact analysis to proactively remediate issues with At-Risk components to reduce volume of incidents & number of outages. Worked with Project Manager, Tools team, ServiceNow Architect & Security team to gather requirements. Project team selected ServiceWatch Tool which provides end to end mapping of application & infrastructure components.
Confidential, Dallas, TX
Sr. Business Analyst / ITIL Process Manager
Responsibilities:
- Interacted with Service Operations, Program Managers, and Client Management to ensure compliance and execution of all ITSM processes and Process Improvement Initiatives
- Extensively used ITSM Tool ServiceNow interfaced with Amdocs Clarify & BMC Remedy for Incident & Problem Management. Reviewed SLAs, Service Request monitoring & parts ordering
- Worked with Service Management, Infrastructure, Logistics & Knowledge Management teams to ensure Operative Level Agreements (OLAs) and Service Level Agreements (SLAs) are met
- Worked with Reporting team to develop weekly reports to monitor Service Desk, Field Support and Infrastructure Team's performance according to SOW
- Identified gaps in operations and services, recommended improvement opportunities, implemented Corrective and Preventative actions to achieve KPIs and customer satisfaction
- Participated in Daily and Weekly meetings with Service Management and all ITSM process teams with Customer to review and monitor progress reports and addressed issues and concerns
- Monitored and coordinated with ITSM Process managers to manage quality of IT Services by ensuring that Key Success Factors (KSF) and Key Performance Indicators (KPIs) are met
- Directed and managed the Problem Management process, adherence, and reporting. Coordinated with cross functional areas and client for root cause analysis of all Problems
- Ensured consistent execution of Problem Management policies, processes, procedures and Work Instructions. Identified, planned, and executed areas for Service Improvement
- Created, documented, tracked, and maintained Problem Management service and process improvement plans with corrective action requirements and activities
- Prepared status reports, assured time line compliance, assessed risks, and recommended solutions. Provided and analyzed Problem Record reports for process audit
- Performed analysis, prepared reports, presentations and hosted weekly Problem Management meetings with ITSM, customer management teams and IT Groups
- Performed market analysis of Confidential POS & Non-POS business in various regions to identify issues, gaps and recommended Corrective actions. Worked with ITSM Teams for improvement
- Worked with Knowledge Management team to create trainings for Service Desk agents and Field Service technicians to optimize service delivery and meet SLAs
Confidential, Richardson, TX
Sr. Principal Consultant
Responsibilities:
- Followed Agile Scrum SDLC methodology throughout the project lifecycle to design and implement web based Encounter Management System (EMS) to process Medicaid pharmacy claims received from internal and external systems, States and Insurance agencies. Led and managed a team comprising of BA, developers and testers. Worked with other BAs, business SME's, system architect, Project Managers and Program Manager. Created WBS, resource plan, detailed project plan and milestones. Executed project plan and monitored the progress on a daily basis to identify issues or red flags and took corrective actions immediately.
- Defined scope of the project. Consulted with stake holders and interfaced with system partners to identify high level risks, constraints and inter dependencies in the schedule.
- Led the BA team to review and analyze BRD, User Stories and created high level Functional Requirements. Translated User Stories into technical requirements with development team.
- Participated in requirement review sessions with multiple teams and provided input in requirement analysis.
- Identified business requirements related to specific process modules and assigned them to different tracks. Conducted JAD sessions with business SME's to prepare functional requirements
- Developed Requirement Traceability Matrix RTM and mapped Functional requirements to the corresponding Business requirements.
- Documented detailed Functional Requirements and Non Functional requirements for Reports and Report Engine modules.
- Designed System, Stock and Ad hoc reports as per business requirements. Used MicroStrategy as Report engine.
- Conducted project meetings with internal and business teams to discuss project details, status update, time lines and issues.
Confidential, Dallas, TX
Sr. Business Analyst/ ITIL Process Manager
Responsibilities:
- Worked with the Service Operations and Service Transition Managers to ensure that process, people and technology integration between all the IT Service Management (ITSM) processes is sound and delivered to clients. Practiced ITIL v3 Frame work in implementing Incident, Problem and Change Management processes with clear understanding.
- Interfaced with all functional areas as well as the Major Incident Coordinators, Incident, Change and Configuration Managers.
- Reported directly to Service Operation Manager and ensured adherence to the Incident, Problem and Change Management policies, processes, procedures and work instructions.
- Extensive hands-on functional knowledge and familiar with interworking of ServiceNow applications (Service Catalog, Request, Incident, Problem, Change and Configuration Management)
- Hands on experienced using CMDB, creating new CI's and establishing CI mappings, familiarity with loading of CI's through discovery process in ServiceNow
- Ensured that clients’ Configuration items and relationships are fully documented in the Configuration Management System.
- Identified bugs in ServiceNow applications (Incident SLA's, self-service tickets), software enhancement requests. Worked with business users, developers and IT managers for implementation
- Performed User Acceptance Testing (UAT) to ensure functionality of ServiceNow application is meeting the BRD and FRD
- Ensured that compliance regulations and Service Level Agreements (SLA's) are met.
- Worked with the Change/Release Managers to ensure that the production IT environment is protected from improper or risky changes and releases. Monitored failed & backed out Changes.
- Initiated, managed Change Requests process, assessed risks, participated in CAB Meetings with Stakeholders and sought approvals. Participated in PIR meetings with IT and customer teams
- Coordinated with cross functional areas and client to provide a root cause analysis of Major Incidents and Problems.
- Conducted incident reviews and root cause analysis meetings with all relevant teams to identify root cause and preventative actions to ensure the root cause is eliminated from the system
- Determined preventative actions to address root cause to improve future restoration activities to minimize mean time to restore & eliminate root cause of incident to prevent recurrence
- Documented corrective and preventative actions for problems, evaluated and implemented as outlined in the client impact statement.
- Conducted Problem Management meetings with platform teams, resolver groups & client to review outstanding preventative actions, assess criticality & prioritize team’s work for completion
- Provided monthly metrics on all open and/or closed problems, corrective and preventative actions within a month and provided status to the client and team
- Performed reactive and proactive problem management to address issues. Addressed Fragile Artifacts (FA) through Proactive Problem Management process
- Prepared Frequent Occurrence (FO) weekly report of alerts created for infrastructure devices in the customer environment. Reviewed and analyzed FO alerts of Configuration Items (CI) in
- Led weekly meeting with resolver groups to address underlying issues, problems and remediate alerts. Performed trending and analysis of data for Incident and Problem Management.
- Produced and analyzed monthly Problem Management Audit and Compliance Reports of customers to ensure compliance requirements are met. Maintained Problem Management KPI's
- Ensured Incident & Problem Management are complying with ISO 20000 Standards and requirements. Participated in yearly ISO 20000 Audit for Incident & Problem Management processes.
- Reviewed and performed analysis of CompuCom’s Incident, Problem and Change procedures and policies for accuracy, completeness, and adherence to Global Standards and for Governance
- Worked with Continual Service Improvement (CSI) team for Compliance and Audit initiatives. Identified gaps in IT services, recommended and implemented process improvements initiatives
- Created documents and maintained Problem Management service and process improvement plans with corrective action requirements & activities
- Performed data analysis, trending analysis, identified gaps, recommended improvement opportunities and identified problems.
- Provided monthly Problem Management data analysis reports and presentation to customers.
- Participated in Quarterly Business Review (QBR) meetings with customers and provided Problem Management progress reports.
- Participated in business meetings with IT managers, directors, program executives and technical teams and provided valuable input/recommendations
Confidential, Dallas, TX
Service Desk Operation & Incident Management
Responsibilities:
- Managed IIM Service Desk operation of LMI, PGW, NSBSL and SWMI. Managed work schedule, daily operations, assignments, trainings and meetings with IT managements and customers
- Maintained Service Desk KPI's and SLA's as specified in SOW. Ensured calls statistics are maintained with quality and customers satisfaction is met or exceeded
- Presented monthly performance reports to customers in meetings. Provided Service desk performance reports in QBR meetings
- Coordinated meeting with business stakeholders, addressed customers concern, issues and assisted in conflict resolution. Efficiently managed and utilized IT Service Desk resources, improved work flow and processes to reduce budget costs every year. Identified gaps in service delivery and initiated Continual Service Improvement processes for improvement
- Extensively used ServiceNow ITSM Tool for incident logging, extracted data for analysis and generated reports and slides for presentations
- Performed regular monitoring of calls, service desk performance and analyzed statistics to identify areas of improvements
- Established qualification certification and training programs to enhance skills and expertise to ensure customer satisfaction
- Arranged Call Metrics Reports, Aging incident Reports & monitored SLA's to improve performance and services. Performed incident trending analysis. Maintained Incident Management KPI's
- Established call handling procedures, work instructions according to SOP and new agents training programs.