TECHNICAL SKILLS:

• Service Now
• Cognos
• Avaya CMS
• Microsoft Office (Access, Excel, Outlook, PowerPoint, Publisher, Visio, Word)
• Tableau
• Microsoft SharePoint collaboration software
• AirWatch
• Remedy
• TrackIt
• Concur
• SnagIt
• Workforce Management
• SAP
• Knowledge Accelerator
• QuickCom / VitalCast
• Microsoft GreatPlains
• Microsoft SQL Database
• Symitar

PROFESSIONAL EXPERIENCE:

Confidential, Fort Worth, TX

Sr. Business Analyst/Project Lead

Responsibilities:

• As Project Lead for the Global Services’ Continuous Service Improvement Group (CSI), focusing on refining the 24/7/365 global multi - site service desk, supporting +35K customers in over 20 countries
• Leads a team of Data, Business, and System Analysts in identifying, quantifying, and driving opportunities in Service, Cost, and Process improvements within Confidential IT
• Direct CSI Global Service Operation initiatives resulting in reduction of contacts to the Service Desk by 25%, lowered Average Speed of Answer (ASA) down 13%, and raised Customer Satisfaction (CSAT) 19%
• Assisted with the consolidation of 10 different helpdesks from England, Malaysia, Australia, Colombia, Japan, and the United States
• Coordinate with Program/Project Managers, Executive Sponsors, 3rd Party Vendors, and Infrastructure Subject Matter Experts on preparing new business solutions for Operational Support during pre-Go-Live, Go-Live, and post Go Live phases.
• Define, generate, analyze, and present Ad hoc reporting & proposals to operational leadership concerning Severity Event impacts, gap analysis, and service improvement opportunities.
• Lead multiple weekly CSI meetings with IT towers on Information Technology Service Management and Infrastructure Library (ITSM, ITIL) workflow, knowledge, and communication improvements.
• Coordinate with other IT Service Management Owners for integration, automation, and collaboration opportunities. Such examples:
• Problem Management - Assisted in establishing their internal Known Error Database (KEDB), creation of their KEDB template, and active stakeholder.
• Incident Management - Integration between Self Service site and Knowledge Article tool, allowing the capture of self-service resolved Incidents through Knowledge usage.
• Developed, established, and managed the AIGGS Knowledge Management Policies, Procedures, and Training.
• Generated weekly Knowledge Management CSF and KPI reports to Confidential IT Senior Leadership, including Customer subject view trends, Operational view trends, Content Maintenance tracking, etc.
• Based on customer feedback & view trends, work with internal and 3rd party vendors to create internal end user facing training video courses on internal and Confidential customized common off the shelve (COTS) solutions.

Confidential, Houston, TX

System Administrator

Responsibilities:

• Provided 24/7/365 tier 1 & 2 support of hardware (PC/Laptop/Server), software (Citrix, Great Plains, Office, Windows XP, SQL Server 2003), telecommunication (Avaya), and networking for +130 international call center user group in a Windows 2003 Active Directory environment.
• Domain Administration of Windows, SafeBoot, VPN, Privileged Access Requests (PARs) including User Account, Machine, and Security Groups.
• Established a custom Windows XP O.S. imaging process that observed both Confidential IT Security Guidelines and still met the Business’ unique needs.
• Established a custom asset database for all of Travel Guard Houston’s IT equipment.
• Produced employee productivity reports (Output tracking, Brower usage, etc.) for H.R. and department heads, as needed.
• Coordinated communications, technical/business requirements, and local rollout support between end users, corporate/divisional/regional IT departments, 3rd party vendors, project managers, and business unit's management.
• Provided IT-related advice, information and guidance regarding current corporate processes, policies, and opportunities for improvement within the business to senior management.
• Developed IT centric training modules on Security (Password best practices, Social Engineering, etc.), general PC use (Keyboard quick commands, maintenance, tool utilization, etc.), and critical thinking (basic tier 0 troubleshooting, root issue identification, documentation) for end users.

Confidential, Sugarland, TX

IT Services Associate

Responsibilities:

• Coordinated daily Symitar banking operation software for business opening and closing procedures for a $241 million credit union.
• Managed and directed vendor repairs to all 17 credit union owned ATMs.
• Maintained daily backup tape rotations and offsite storage delivery of all system servers.
• Coordinated office supply deliveries and special orders with 3rd party vendors.
• Generated a weekly status report of all individual/team department projects, incident/request ticket workflow, and presented suggestions for further department development opportunities.
• Produced monthly, quarterly, and yearly financial earnings reports for the Board of Directors
• Provided desktop/printer support for a 100 user base, covering 8 offices in the Houston metropolitan area and 1 in Greenville, South Carolina.