SOFTWARE and SYSTEMS:

advanced MS Office (including Word, Excel, PowerPoint, and Outlook); advanced Windows (95, 98, 2000, 2003, 2007, and XP); advanced Lotus Notes development; advanced Peregrine ServiceCenter; intermediate MS Access; intermediate VBA; intermediate Crystal Reporting; intermediate Visio; intermediate Remedy; intermediate MS SharePoint; beginning MS SharePoint Designer; beginning Salesforce; beginning Yardi

SKILLS:

Business Analysis; Process Development and Improvement; Requirement Gathering; Gap Analysis; Technical Writing; Quality Assurance; Problem and Incident Management; Change Management; Report Design/Development; Report Analysis; Training; Database Development; Functional and User Acceptance (manual) Testing; Project Management

INDUSTRY/ENVIRONMENT EXPERIENCE:

Management Consulting; IT (Information Technology); Public Housing; Telecommunications; Energy; Restaurant/Hotel/Hospitality; Retail; Call Center; Data Center Operations; Insurance; Automotive; Jewelry; Classroom Training

WORK EXPERIENCE

07/05 Present Various Companies (see below)

Business Analyst Project Consultant

Confidential, Libertyville, IL 04/10 06/10

• Developed and documented Business Requirements Documents for multiple projects within Brightstar.
• Developed and standardized Business Requirements Document (BRD) template and supporting documentation elements including process flows, cost/benefit tables, and instructions for use.

Confidential, Bensenville, IL 07/09 01/10

• Developed a SharePoint 2007 library and supporting, custom-designed workflow. The workflow, created in SharePoint Designer, covered document creation, review, and approval by multiple authors and approvers in one, streamlined process flow.
• Wrote and edited operational documentation for U.S. Cellular’s Bensenville, IL and Knoxville, TN data centers.

Confidential, Lake Forest, IL 09/08 12/08

• Gathered and documented functional and technical requirements relating to new insurance enrollment system.
• Performed functional testing on new enrollment system and documented and tracked results.

Integrys Energy Services, Chicago, IL 10/07 03/08

• Acted as subject matter expert for Sales and Sales Support staff on Sales applications and processes. The applications included OnContact, Genesis and Quanti.
• Wrote detailed user guides for Sales and Sales Support teams. The documentation, developed in MS Word included a User Guide, a Quick Reference Guide and Tip of the Days sent to approximately 50 users daily.

Confidential, Warrenville, IL 06/07 09/07

• Designed, developed and tested an Access 2003 database to document and track corporate audit results. The database included custom developed tables, queries, forms, reports, macros and VBA coding. The database also interfaced directly and indirectly with MS Word and Outlook.
• Wrote detailed user and administrative guides for the Access database. The documentation, developed in MS Word and Visio, totaled over 300 pages and included a User Guide, a three-part Administration Guide, a Process Guide and a Quick Reference document.

Confidential,Chicago, IL 10/06 01/07

• Automated multiple Excel reports via custom-written, VBA macros. This automation reduced report production time from an average of 40 hours down to 2 hours and increased report accuracy and consistency.
• Helped define and document functional requirements for other key reports.

Confidential,Oakbrook, IL 06/06 10/06

• Developed and performed manual Integration and User Acceptance Testing on point-of-sale systems.
• Wrote and maintained upgrade Release Notes.

Confidential,Chicago, IL 01/06 05/06

• Redefined reporting requirements for over 100 reports working in conjunction with the Business Owners.
• Worked with the Crystal/Oracle developers to ensure defined requirements were met on time.
• Developed and maintained Access database to monitor status on reports.

12/02 07/05 Confidential, Chicago, IL

Sr. Business Analyst
Process Developer / Problem Manager / Change Manager
Process Development

• Participated in the development and modification of Problem and Change Management processes and procedures during the Brigadoon Outsourcing project. This project outsourced the management of some 2,000 Accenture servers, and 74 related support personnel, from Accenture to Fidelity Information Services.
• Participated in the design of system solutions to meet business and system requirements.
• Provided training to new and existing users on problem and change management processes and tool usage.
• Provided ongoing product support to end-users and management in the problem and change management tool, Peregrine ServiceCenter.

Metric Reporting

• Worked directly with Senior Management and Support Management to develop metric reports used for staffing requirements, statistical analysis and capital expenditures. Reports were Crystal- and Excel- based including charts, graphs and pivot tables.
• Developed and analyzed metric reports in order to identify trends, weaknesses and potential areas of improvement for all Data Center Operations. Based on analysis results, provided recommendations to management on ways to change processes and procedures to improve end results.
• Acted as liaison for all Crystal Reporting development for the Chicago Data Center and satellite locations.

Documentation / Technical Writing

• Created and maintained support documentation for problem and change management processes and tool usage. Documentation included Visio flowcharts, Word and Excel tables, screenshots, and Adobe images.
• Developed and maintained training material for end-users and for other trainers (i.e. Train the Trainer documentation).

Problem Management

• Facilitation of daily Production Review Meetings, which included review of significant problems/incidents and their follow-up action items, and recently completed changes.
• Coordinated and developed Root Cause Analyses for management, as needed.
• Identified problem trends and followed-up on them as needed.

Change Management

• Acted as Second-chair Production Change Manager responsible for the approval and monitoring of system changes affecting client server applications within the Chicago Technology Center.
• Reviewed submitted changes to ensure they had been properly assessed for risk and impact and that proper and sufficient lead-times were adhered to.
• Facilitation of bi-weekly Change Management meetings.

Project Management, Functional and User Acceptance Testing

• Project Manager for the Chicago Data Center during functional and user acceptance testing of the problem and change management tool upgrade and rollout. Served as the liaison for all Chicago testing including the identification of testers, areas to test and result consolidation and review.
• Was solely responsible for negative testing of the tool and data extrapolation to ensure a stable and fully functional tool.
• Worked closely with the Deployment Testing Manager to identify weak points of the tool, data, training, and support documentation.

EDUCATION
Course of Study: Business