PROFESSIONAL SUMMARY:

• An IT Professional with 20+ years of experience in diverse environments.
• Recognized for technical expertise, ability to learn new systems quickly, and process reengineering leading to cost savings and improved customer experience.

AREAS OF EXPERTISE:

• HRIS / Data Analysis
• Process Improvement
• Application Support
• Curriculum Development
• Leadership

TECHNICAL SKILLS:

• Advanced MS Office, SQL, PeopleSoft, VBA, .NET, Sumtotal Learning Management,
• Taleo, Talent Management, numerous IVR and CRM platforms, HRMS Platforms

PROFESSIONAL EXPERIENCE:

Confidential

Business Analyst Expert, Jacksonville, FL

Responsibilities:

• Known and respected for being a proven leader with excellent communication and interpersonal skills who effectively collaborates and fosters quality relationships with all levels of staff.
• Demonstrated skills in interviewing business and technical leaders to gather and clarify business requirements.
• Took lead role in numerous projects and consistently exceeded customer expectations.
• Provided L2/3 Production Support to users, recruiters, HR managers, and vendors on business critical applications and integration processes. Coordinated expedient resolution with development, infrastructure, and data teams minimizing impact to the business.
• As Change Management Coordinator implemented over 160 business critical code deployments in testing and production environments strictly adhering to project release schedule. Provided verification of changes and managed user acceptance testing. Managed business risk and control oversight for production deployments.
• Developed code (Taleo Connect Client) for numerous Taleo exports/Imports in support of corporate downstream systems, Business Intelligence (BI), and data quality.
• Developed requirements and coordinated changes with development team of an application to create corporate identification values and interface with the vendor hosted (Taleo) application. Significantly lowered support costs by creating process, training plans, and training documentation for new production support team.
• Team subject matter expert on data transfers to and from recruiting systems. Managed current and designed new processes. Coordinated changes with receiver/sender, and SA teams.
• Technical lead for selection of new candidate prescreen assessment vendor. Providing feedback to project managers and business leadership on vendor’s infrastructure and support capabilities.
• Singularly provided technical support for all external users prior to creation of new support team.

Confidential, Jacksonville, FL

Senior HRIS Analyst

Responsibilities:

• Resolved invoicing issues in a HR system which processes $1.5B annually.
• Instrumental in Continual Service Improvement (CSI). Developed SQL queries and Excel (VBA) based applications for ongoing comparative data analysis between HR Systems to identify drivers of team workload and implemented corrective action to reduce cost and improve service to clients.
• Radically improved HR data integrity and HR business operations by designing and implementing a VBA based application to handle data feed rejections from HR systems. Reduced the need of client escalations by over 50%.
• Created Quality Control process resulting in a 40% improvement in issue resolution quality across the team.
• Implemented reengineering effort for Production Support Manila to ensure global standardization of HR processes. Reviewed resumes and performed interviews for management and team members. Provided on - site application and process training.
• Greatly improved service and reduced cost by engineering a centralized support model for the HR Service Delivery team.
• Designed improved workflow between HR, Service Coordinator, and application support teams enhancing communication and reporting.
• Provided over 300 hours of training to various HR groups and assisted with expert knowledge on all production processes. Developed user procedures, guidelines and documentation.
• Created reengineering document for HR Service delivery team to expand their role for contractor support moving away from a decentralized support model to standardize process and provide a significant
• Cost savings.

Confidential

HRIS Data Analyst

Responsibilities:

• Analyzed business processes and implementing technical solutions to meet business needs including the development of queries and databases.
• Partnered with HR Directors and clients to analyze work process design and flow, improve processes and leverage the return on technological capabilities.
• Supported Global Learning Management System (Sumtotal Systems) supporting over 250,000 users 1 million training hours.
• Managed and troubleshot application service interruptions. Supervised timely resolution with developers, server managers (IT), and Database Administrators. Communicated status with management and clients. Provided extended hours and 24 hour on-call support as required.
• Managed the Root Cause Failure Analysis (RFCA) investigation process, reporting, and reoccurrence prevention planning.
• Developed application alert routing software for the global production support teams
• Standardized outage management process for global support teams and implemented a heavily utilized SharePoint Intranet site.
• Improved service interruption handling by creating an application to bypass load balancing and allow rapid switching between application servers.

Confidential, Jacksonville, FL

Technical Support Manager

Responsibilities:

• Responsible for providing best in class 24 hour technical support for over 60,000 business websites and internal users on applications, e-mail, network connectivity, hosting, workstation, e-commerce, and Search Engine Optimization (SEO) issues for customers and users.
• Managed scheduling, payroll, hiring, quality control, training, and incentive reporting for 12 employees. Created VBA application using Erlang equations (queuing theory) to schedule manpower usage based on historic call volume statistics.
• Improved customer experience by designing call flows and evaluating vendors for new Interactive Voice Response (IVR) systems.
• Designed .NET application to monitor all network assets providing audible alarm and e-mail
• Alerting functionality.
• Developed VBA application to manage e-commerce server accounts saving thousands of dollars in monthly billing costs.
• Improved customer e-mail response time from 72 hours to less than 2 hours. VBA application to access Microsoft Exchange and calculate e-mail response time to customers.
• Reduced call times by developing an application to deliver customer login information to customer service agents. Generated reports using SQL, Crystal Reports, .net, and .ASP.