SUMMARY:

• Ten years as an Information Technology and Project Management professional, including five years as a Business Analyst with a diverse business and operations experience.
• Excellent communication, customer - service oriented and follow-through skills working with cross-functional teams and global/domestic clients.
• Strong problem-solving and analytical skills within an IT/business operations environment.

CORE COMPETENCIES:

Data Validation, Service Now Discovery Model, Business Software Support, Financial and Healthcare Data Analysis, Asset Management, Vendor Management, Software Licensing, Quality Assurance, Help Desk/Service Desk Operations, Compliance/Support Analyst, Call Center Operations, Testing and Product Development, Customer Relationship Management, Reporting Systems, Project and Business Analysis, Telecommunications

PROFESSIONAL EXPERIENCE:

Confidential, Harrisburg, PA

Consultant-Sr. Business Analyst

Responsibilities:

• Defined business requirements and functional specifications, time estimates, data validation, testing these change request, defects for SharePoint implementation and migration
• Performed UAT testing, writing additional script for 14 different applications in SharePoint migration and websites
• Worked on permissions and accessibility testing to 320 websites, identified all business owners to their SharePoint sites for project development and delivery
• Defined and described with detail the project scope, deliverables, assumptions, and constraints related to the project

Technoologies: MS Office 2013, SharePoint 2013, Skype, Remote Desktop

Confidential, Harrisburg, PA

Consultant-Sr. Business Analyst

Responsibilities:

• Defined business requirements and functional specifications, time estimates, data validation, testing these change request and enhancements for client implementations
• Performed and defined BAU/baseline work within Dental Business Solutions group to increase operational efficiency to applications and improve customer service
• Update and create to define document requirements, data correction, implementation, testing, approval of process steps in executing narrative details of task lists, issues and time entry for incidents
• Supported the development of integrated solutions to resolve technical and business issues for clients
• Liaised between customers, functional groups, technical analyst and developers for coding, planning and test

Technologies: MS Office 2013, IBM Rational Mainframe, DB2, JCL, CICS, Databases, SharePoint 2010-2013/dashboard/apps, MS Lync, Adobe, Agile/Scrum backlog, Tracer, xml/html, Web Apps

Confidential, Lancaster/York, PA

Consultant-Business Analyst

Responsibilities:

• Provided BA support for Confidential of Harley Davidson sequential product assembly in manufacturing for the inbound and outbound flow of materials and products for producers and OEMs
• Served as a Project Manager for all data changes working with the Technical BA/Data Team for specific print, and report some transactional data
• Worked with Data Analyst on SQL data tables, statements, reports for validation of household participants mutual fund and annuity investments
• Performed and defined business/data analyst work within Financial Services and Content Delivery group
• Liaised between clients, Manufacturing Operations, internal customers, functional groups and IT departments to help identify errors and resolve issues for build books, print scan barcoding for both Confidential and Confidential
• Defined business and operations specifications for production in a formal statement of work
• Applied structured methodology in business analyst and project management for ongoing production cycles using the established tools within our service platform

Confidential, Horsham, PA

Client Support Analyst

Responsibilities:

• Performed database restores and Confidential software upgrades and process change requests as requested by Confidential Hosted Clients in Citrix, terminal service, windows environments
• Conducted troubleshooting and provide support to hosting team engineers to resolve client issues
• Provided support to unresolved issues, including complete problem descriptions, documentation of all actions performed, and all other pertinent details for software development process cycle
• Interacted with clients via phone and\or email and respond to all support issues in a timely manner
• Ensured timely incident follow up with Clients and resolved and closed tickets with Client's approval
• Managed and documented all work performed as part of a ticket management queue using Remedy
• Performed and executing Database copies of production to test, demo, development, with SQL Management Studio 2008, 2012 with select statements
• Supported, tested and serviced ICS, medical and health records, enterprise practice management, electronic billing and benefits within the Confidential system
• Promptly and carefully analyzed incoming support requests, inquiries, and trouble reports
• Participated in test plans, scenarios, scripts, or procedures that address areas such as database impacts, functionality scenarios, regression testing, negative testing, error or bug retests, or usability
• Resolved all issues that fall within the scope of Service Desk staff and documenting each step

Technologies: SQL Server 2008 Management Studio, Windows Server OS - 2008 R2, Active Directory, Client/Server Printer/Fax, PC Desktop Systems, Service Desk Operations, Email Management, Database ODBC - SQL Native 10, Citrix/terminal services, BMC Remedy

Confidential, MONTGOMERYVILLE, PA

Project Management/Operations Analyst

Responsibilities:

• Established and maintained IT Inventory Tracking of software licensing to control cost, reporting inbound/outbound to call center design and operational impact of business
• Improved service quality and compliance using SAP and Excel reporting metrics for business processes
• Integrated Service Desk to add value to other departments within the organization of ITIL processes for clear documentation to improve upon existing services proactively and reactive in overall business
• Identified and tracked weekly/monthly inventory, sales, and accounting reports metrics with CSV/excel format
• Assisted with managing IMACs of company’s infrastructure/user equipment and Allworx call center phone system utilizing Lansweeper Web Console and PRTG Network Monitoring
• Analyzed software, hardware and network systems for various transmission systems, monitoring registry changes comparing snapshots using Regmon and WinDiff MS tool
• Acted as primary contact for project plans and spending for vendor resources and company deliverables of business requirements
• Worked with applications for each Financial Management sessions that are running

Technologies: Telecommunications, Symantec Backup Exec 2010, SpiceWorks, Xerox, Windows XP, 7 and 8, Vendor Management, Change Management, SharePoint 2010 Admin, Linux/Red Hat, Call Center Operations, PC Desktop Systems, Service Desk Operations, Email Management

Confidential, VALLEY FORGE, PA

Business Analyst

Responsibilities:

• Managed and reviewed with BMC Remedy for asset tracking and vendor contracts in PDF format with a comprehensive approach for 8.6 million dollar budget expenses for forecasting and financial determination for software licensing renewals and purchases
• Implemented project information for asset tracking of 230 software purchases, cost of products, maintenance/support, financial variances, hardware salvage/residual value, product invoices, and total cost for auditing deliverables
• Provided and initiated metrics collection, tracking and reporting in creating executive reports from metrics
• Worked with Business Partners to schedule users for software renewals and maintain schedules on a weekly/monthly basis
• Supported data stores and catalog system for users, configurable data collector to feed these systems, administering SharePoint 2010 to access the business information, along with user startups/separations with Confidential security and compliance department.
• Assisted desktop/helpdesk support and administrators for other departments within organization to measure and communicate its impact on business
• Established and maintained IT inventory tracking of software licensing to control cost, operational impact of IT assets, CSV file reporting and validation in Remedy 7.0, improving service quality and compliance using SAP and BMC Remedy Action Request System
• Assisted with other mapping inventory tooling with ADDM, Remedy and SAP for deliverables and SW inventory and querying data through MS Excel and Access
• Calculated and delivered unit scales of IBM products, charting each CPU model, processor counts for compliance and regulated business standards

Technologies: ADDM, BMC Remedy 7.5, SAP, SCCM/2007, Change Management, Business Objects, Tivoli Monitoring, Mind Manager, SharePoint 2010, Citrix XenApp, Hummingbird, MSOffice 2010, MS Project, Data Center Operations, Budget & Cost Control, PC Desktop Systems, Global Service Desk Operations, Asset Management

Confidential, HARRISBURG, PA

Business Analyst

Responsibilities:

• Provided daily status reports with MS Project 2003/2007 and Excel metric reporting to Management regarding productivity of projects, objective status
• Ensure system requirements for definition processes and modeling methods of PM projects and scope
• Maintained and implemented the use of Domino Design and Dreamweaver for move/add/changes to the intranet/internet for the Bureau of Research and Planning
• Participated in test plans, scenarios, scripts, or procedures that address areas such as database impacts, functionality scenarios, regression testing, negative testing, error or bug retests, or usability
• Provided support and implemented all move/add/changes to PC systems and other organizations
• Assisted with implementing Dell’s VMware based virtualization solution, Virtual Remote Desktop on multiple environments in deploying applications and desktops faster and more consistently to a variety of end users
• Provided support/analysis of Software licensing and maintenance renewals, budget/forecasting, and true-ups within the Asset Management division
• Supported data stores and catalog system for users, administering SharePoint 2010 to access the business information.
• Planned and coordinated the IT-related activities of the organization and provided support/analysis for daily operational activities for Systems Admin Department and GIS division pertaining to web applications in the Carto/Traffic system functions working with developers and go above and beyond to meet customer needs

Technologies: Vendor Management, Track IT/Bels, PC Desktop Systems, Service Desk Operations, Web-Internet Design & Operations, Domino Design 8.5, Windows XP/ 7, Dreamweaver MX 2004, TOAD 10.6, Oracle VM Virtual Box, GeoMedia Pro, MicroStation7.2, Active Directory, ESRI ArcGIS Desktop 10, Visio Pro 2010, Windows Server 2003, MS Visual Studio 2008, FHWA Silverlight, SharePoint 2010, MSOffice 2010

Confidential, PA

IT Project Manager

Responsibilities:

• Reviewed and assisted Finance to manage asset budget, specifications, maintenance, costing tracking, and monitoring and report method
• Managed metrics of transaction history for software and hardware assets through its life cycle and SAP for reporting and product quality, maintenance working closely with Procurement and Purchasing to capture information through excel/access
• Ensured Global service with Call Center/Helpdesk supervision to the customer service representatives, sales force and other managers as appropriate, along with a strong customer service focus, call center/queue design for business operations efficiency.
• Provided up to date quality of IT service/support to sales force and management of wireless/telecom systems/mobile apple iPhone with the ability to maintain effective communications between market operations teams, regional resources, vendors using Excel to create tasks, choosing the scheduling method and task type settings and entering information about durations, create resources, assigning cost/rate and resource calendar information
• Managed Alcatel/Lucent phone system and/or hosted PBX systems using a mix of physical and VoIP telephony, preferably to serve/support a customer call center.
• Implemented Alcatel system design, routing/configuring working with Terra Engineering for our phone server and call center operations

Technologies: Budget & Control Cost, Hyperion, Business Objects, Remote Desktop, Telecommunications, Call Center Operations, Data Center Operations, PC Desktop Systems, Service Desk Operations, Vendor Management, Sage, SAP, Windows 7/Vista, Change Management, Contract Management

Confidential, VALLEY FORGE, PA

Operations Analyst

Responsibilities:

• Identified and reconciled adjustments to bank accounts, correct any credit/check transactions that may not have been properly entered into the system for branch and merchant capture
• Queried data (via SQL) to identify potential issues from both a functional and technical perspective, identify, document and monitor defects through resolution
• Ensured the understanding and complete requirements with the help of development and quality assurance. Validation and compliance with Federal Reserve of formatted CSV and ASCII files decimal/character spacing for check imaging through their Exchange Guard and Net Deposit in house SW programs
• Ensured captured images are suitable under Check 21 guidelines and our Web-based software automatically balances scanned check totals against the deposit amount, simplifying deposit preparation
• Implemented end-to-end solutions include full-featured offerings for merchant and branch capture, as well as check clearing for financial institutions and printing of image replacement documents (IRDs) at more than 30 sites

Technologies: MS Server 2003, Red Hat (Linux), Script testing, Exchange Guard, Net Deposit, FTP, Putty, QA Testing

Confidential, ORWIGSBURG, PA

System Administrator

Responsibilities:

• Reviewed and assisted with the product life cycle's phases like requirement specification, software designing and development, testing and maintenance
• Assisted with PeopleSoft FMS/HRM, Business Objects reporting, enter a deduction code, and specify the deduction processing rules, including the priority of the deduction, how the deduction affects taxes, related general ledger account codes, and other special payroll process indicators
• Assisted and implemented the installation, Avaya IP/voicemail administration, and configuration and monitoring of local server hardware, operating systems and middleware, Cisco VPN client software and VERITAS BackupExe in a Windows Server 2003 environment
• Analyzed MS Exchange Server 2003 components such as services and events, processes, message transfer agent, information store and SMPT, proactively monitoring to ensure quality of service and service level agreement
• Maintained Active Directory accounts and exchange mailboxes reconnecting new user and computers to domain with applied group policies

Technologies: VPN, Cisco, IIS 5.0 transfer protocols, SMTP, MS Exchange Server 2003, Active Directory, VERITAS BackupExe, Windows Server 2003, TAM, Avaya phone system