Business Analyst Resume

SKILLS AND EXPERIENCE:

EXPERIENCE:

Business Analyst

Confidential

Responsibilities:

Used formal requirements gathering methodologies to design and write specifications for new in - house apps, massively improving the organization’s ability to gather and retain information, and to have data integrity.
Conducted workshops for requirements analysis for various app development projects.
Drew workflow diagrams in Microsoft Visio using formal notation such as the Business Process Modeling Notation (BPMN).
Wrote project charter documents in Word, and user stories in VSTS.
Led design sessions and created application prototype drawings and wireframes for the stakeholders, and to help convey requirements to the developers.
Created project timelines in Microsoft Project.
Experience with multiple software development lifecycles (SDLC’s).
Improved processes in the outdated IT department through: 1-Analysis, 2- Implementing my suggestions.
Overhauled the organization’s image by designing a new intranet portal, including gathering and formatting all of the site content (content management).
Official SharePoint administrator for the organization for about 6 months during setup and rollout.

Implementation Specialist

Confidential, Mechanicsburg, PA

Responsibilities:

Effectively translated executives’ business and IT strategy and vision into working technical solutions.
Gathered requirements and created specifications for the developers in the application projects.
Rolled out enterprise software product solutions for the central billing office and the hospitals.
Wrote test scripts, tested software upgrades, and coordinated user acceptance testing.
Worked as a liaison between the stakeholders, software vendors, user-community, and hardware/network support.
Maintained project tracking spreadsheets and managed client relations by providing status updates or completion details.
Wrote knowledge-base articles for the service desk, and help documentation for the end users and stakeholders.
Trained support specialists in effectively troubleshooting and resolving tier II application issues escalated from the IT help desk, through one-on-one mentoring and fun workshops.
Built improvements to business and IT processes using ticketing system trends and reports, thereby increasing hospital quality of care and employee job satisfaction.

IT Help Desk Analyst

Confidential, Orlando, FL

Responsibilities:

Worked with a wide range of end-users to troubleshoot, diagnose, resolve and document hardware, software, and connectivity related technical issues.
Provided technical support for multiple web-based applications.
Acquired strong customer support experience through servicing an entertainment-industry client and by providing training and technical assistance for end users.
Troubleshooted tablets, laptops, smartphones, and other portable devices, as well as Wi-Fi and VPN issues.
Used Active Directory to setup new user accounts and user access.

IT Technical Support Internship

Confidential, Harrisburg, PA

Responsibilities:

Desk-side support and troubleshooting of hardware, software, and connectivity related issues.
Upgrade and installation of operating systems, applications, and drivers.
Deployment of new workstations and implementation of a new operating system throughout the company.
Printer maintenance.