Sr Subject Matter Expert Business Analyst Resume Dallas, TX - Hire IT People

SUMMARY:

Communication with stakeholders on status of projects both globally and locally
Managing team operations, scheduling, KT in Production environment
First escalation for outages, upgrades and maintenance
Managing projects and participating in releases
Attending triage bridges to address outages, critical patches, et al.
Member of Project Management Institute

COMPUTER EXPERIENCE:

MS XP, Vista, 7.0, 8.0 Exchange 2003, MSOffice, Powerdocs, AS400, Expedition, Access, Citrix, Vantive, basic HTML/XHTML, Teradata SQL Assist 7.1, UNIX, VPN, Informatica, Remedy, Dashboard systems, Maestro, TWS (Tivoli Work Scheduler), AMC, TOAD, SQL, Oracle, VMWare, VisualBasic, Visio

EXPERIENCE:

Confidential, Dallas, TX

Sr Subject Matter Expert Business Analyst

Responsibilities:

Acted as a Billing Analyst and Operator Developer for Confidential production. This included working the Turbo project from its inception to production with follow - up upgrades on a quarterly basis.
Shift lead, day shift; responsible for ensuring duties were assigned properly; ensure that maps ran properly, failures were addressed in a timely manner and escalated when necessary.
Interact with customer ( Confidential & Confidential ) directly to ensure their concerns were met in a timely fashion. Corrected project road maps, allocation of resources and SLA requirements.
Actively coordinate all Projects within Confidential Billing department. Projects included: parallel runs, quarterly upgrades, migration to new platforms as and when customer requests were made.
Hands on involvement in maintenance and upgrades for telecom monitoring systems with UNIX backbone.
Implemented change, assisted with best practices and updated documentation for operations to include putting project packages together and presenting them to management for work flow performance improvements.
Triaging bugs for fixes using scripts, editing Crontab, researching failures and suggesting database and program changes.
Run queries using SQLP and SQL.
Communicate to team members changes in procedure, vacation planning, shift coverage and new training opportunities. When requested, traveled to other locations in order to train new team members from diverse backgrounds which included international travel.
Worked with customer ( Confidential & Confidential ) in order to ensure SLA’s were being met, implementations met their needs and addressed any failures stopping produciton. Provided direct access to those client members who needed off hours access. Ensured that all stakeholders were kept up to date on statuses.
Monitored dashboard and Unix alerts to determine link breaks, Confidential stressors or other issues requiring further escalation and collaboration.

Confidential, TX

Customer Advocate

Responsibilities:

Customer Advocate for the SOT field service unit. (Interim position while waiting to transfer)
Answer phones in busy environments. Update customer records and deal with confidential information following necessary regulations.
Responsible for implementing change when dealing with customers in a fluid environment.
Responsible for claims processing, ensuring Hipaa and Confidential regulations are upheld during communications with providers and members.

Confidential

Computer technician and consultant

Responsibilities:

Worked with various companies and private individuals as a self-employed consultant. Contract requests included: adding new servers, cleaning virus infected pc’s and servers, installing software and hardware and rebuilding systems when needed.
Self employment allowed time needed to work on my degree for a 2007 graduation.

Confidential

Sr. IT Officer

Responsibilities:

Supervised IT office including one permanent and one temporary employee.
Managed workload for customer service on help-desk for over 100 employees, solving calls Confidential the highest level.
Implemented Outlook Web Access for remote users, increasing remote access of email.
Primary Supervisor for all network software and hardware maintenance, increased network speed by replacing hubs with switches.
Planned network project to move from Confidential to Windows from RFP through to live status.
Planned and implemented VOIP and remote networking project, including employee resources and budgeting.

Confidential, Arlington, VA

Desktop Specialist

Responsibilities:

Responsible for creating/deleting user email and internet accounts for employees.
Provided support for Legal department on PC Docs and Powerdocs software.
Provided customer support for hardware and software for PC’s in a 600 user environment.
Rebuilt PC’s when required; including all required settings to include printers and special peripherals.
Provided customer service on help-desk during phone rotation.
Maintained late-shift schedules, phone rotation schedules for nine employees, and new-hire/termination rosters for entire company.

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Sr Subject Matter Expert Business Analyst Resume

Dallas, TX

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