Business Technical Analyst Resume Oak Brook, IL - Hire IT People

SUMMARY:

Experienced Business Analyst with a passion for all aspects of IT. Ability to define, document, and implement processes and procedures for startups or existing projects. Extremely resourceful and dedicated to providing high quality work with strong attention to detail. Ability to clearly and concisely communicate to business users, clients, and developers.

TECHNICAL SKILLS:

Trained in Agile / SCRUM Methodology
Six Sigma Green Belt Certified
Advanced user of Microsoft Office Suite
Working knowledge of Point - of-Sale systems (POS)
Up to date with Payment Card Industry (PCI) standards

PROFESSIONAL EXPERIENCE:

Confidential, Oak Brook, IL

Business Technical Analyst

Lead weekly meetings to capture development opportunities from business users and published the user stories within TFS using Agile methodology
Created and maintained approximately 20 eLearning courses ranging from simple how-to trainings to in-depth installation guides
Provided high level technical support and root cause analysis for over 12,000 end users
Worked with 3rd party vendors and client leadership to host a yearly conference for approximately 700 attendees
Assisted training department with On-the-Job training for Level 3 field technicians

Confidential, Oak Brook, IL

Business Technical Analyst

Held meetings to capture business requirements from users and implemented those requirements into workflows within a proprietary website
Created weekly reporting metrics using Visual Basic programming to automate tracking ticket volume, data storage usage, high priority items, and future enhancements
Provided high level technical support and root cause analysis for internal and external business clients
Worked with a 3rd party client on support tickets, root cause analysis, and system development & testing

Confidential, Oak Brook, IL

Technical Support Specialist

Provided website administration and Oracle database support for approximately 14,000 retail stores using the Saba Learning Management System (LMS)
Performed daily checks and validations to ensure data movement between databases and 3rd party servers occurred correctly
Created weekly reporting metrics using Visual Basic programming to track ticket information based on fluctuating business needs
Created and maintain approximately 100 technical documents and workbooks to assist various support personnel with troubleshooting
Worked with 3rd party support to improve system usability for end-users, identify system bugs, and resolve customer’s issues

Confidential, Warrenville, IL

Sale Specialist / Lead Technical Subject Matter Expert

Selected to be part of a small team that traveled overseas to learn about a new POS type, discuss impacts to the business, and create startup documentation
Provided Point-of-Sale (POS) technical support for approximately 2,000 retail stores using the Nucleus, MSI, Radiant, Retalix, and Ruby POS types
Provided escalated support consisting of answering questions, providing feedback/coaching, and on-going refresher training for approximately 80 helpdesk agents
Created and maintained approximately 3,000 technical documents to assist Tier 1 and Tier 2 helpdesk agents with troubleshooting
Worked with multiple 3rd party vendors or groups outside of the help desk to improve knowledge of POS systems, identify opportunities for improvement, and resolve customer’s issues
Assisted training department with On-the-Job training for groups of new hires and creation of training materials

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Business Technical Analyst Resume

Oak Brook, IL

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