SUMMARY:

• An accomplished IT Manager and Business Analyst offering 20 years of experience, including 10 years of progressive roles in many of the world’s leading companies. Dynamic, results - oriented individual with strong leadership, organizational and communication skills.

• Management of Medium to Large Scale Projects
• Change and Release Management
• Strategic Planning/Visioning and Tactical Execution
• ITIL Methodology/Problem & Change Management
• SLA Authoring & Resource Allocation
• Team Building & Front-Line Leadership
• Procurement Operations
• Team Leadership
• Business Continuity Implementation
• Vendor Liaison Relations

TECHNICAL SKILLS:

OS: - Windows /7/10/, Servers 2003, 2008, 2012Programming Languages: - SQL, HTML, VBA, XML, PowerShell, Unix

Testing Tools: Application Lifecycle Management, Quality Center, JIRA, Bugzilla

Project Management Tools: - SharePoint, MS Project, Power BI

ITIL: ITSM, ITIL, ServiceNow, BMC Remedy, ACD, AVR

Software Methodologies: SDLC, Waterfall, Agile

PROFESSIONAL EXPERIENCE:

Confidential, Adelphi, MD

Senior Business Analyst

• Formalize the Enterprise IT Service Catalog and respective Service Level Agreements to business areas both internal and externally provided IT Services
• Work with lines of business to deliver solutions in ServiceNow (workflow, UI, client scripts, business rules, etc. utilizing out of the box functionality)
• Facilitate the creation/configuration and maintenance of service catalog items, forms, workflows, interfaces, rules, UI policies, actions, and notifications, pages, etc.
• Communicate with the customers in non-technical terms, understand their requirements.
• Review and analyze existing business processes and develop strategies for improving accuracy and eliminating inefficient tasks
• Assist product owner in organizing and prioritizing user stories, interfacing with stakeholders
• Communicate to the development team in organized and concise way to detail requirements and project goals.
• Assist management to build the long-term strategic roadmap for application solutions align with the IT strategic vision of the organization

Confidential, New York, NY

Business Analyst\Business Intelligence and Analytics

• Work with product owners and business owners to prioritize the features for upcoming release; assists product owners with refining and managing the product backlog.
• Acts as a facilitator within all phases of the application lifecycle to assist the collective effort of business units towards their objectives.
• Serves as project functional lead, coordinator or manager, over assigned systems and projects.
• Supports and conducts routine audits of site IT assets and processes to ensure compliance with established company policies and procedures, as well as compliance with regulations and policies
• Aggregate quantitative and qualitative competitive analytics used by senior executives for internal business planning.
• Review service metrics (KPIs) being utilized to recommend and coordinate implementation of changes to improve metrics
• Analyze data for both reporting development as well as trend identification, event impact analysis, process measurement/improvement, and observation/summarization for senior management attention.

Confidential - New York, NY

Global Application Support Manager

• Track, follow up on process dependencies and communicate status to upper management and required stakeholders
• Identify and manage areas of risk/opportunity, and influence and implement continuous improvements to the process
• Provide leadership in the Incident Management and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting.
• Serves as a single point of contact and the escalation point between the client/business area and internal IT management for the resolution of unresolved problems, complaints and complex service requests.
• Coordinate documentation of customer-specific operational processes and procedures as required for application support.
• Lead post-mortem reviews of major incidents, document lessons learned, and track follow-up actions.
• Participates with IT management in the development of technology products, service standards and development efforts that impact the client/business area.
• Coordinate documentation of customer-specific operational processes and procedures as required for application support.

Confidential - New York, NY

Operations Manager

• Evaluate new IT developments and evolving business requirements and make recommendations for continuous improvement in operations.
• Design, develop, modify, adapt, and implement short and long term solutions for new and existing applications, system architecture, network systems and application infrastructure.
• Collaborate with senior customer decision makers to define and implement business and IT Strategies.
• Drive systems integration and implementation, systems development leadership, alliance management, domain leadership and client service delivery.

Confidential - Stamford, CT

Trade Floor/ Application Support

• Manage root cause identification, recording, investigation, and removal of existing causes of service failure.
• Provide manager with tactical and strategic recommendations based on process KPIs.

Confidential, New York, NY

Senior Production Support/Technical Support

• Troubleshoot deficiencies of all market data platforms including Bloomberg, Reuters and other proprietary/nonproprietary applications.
• Monitor status and functionality of systems and applications; investigate, identify, and resolve user and application problems in a timely manner.

Confidential - New York, NY

Desktop Technical Support Engineer

• Manage the processing of incoming service requests; assign, triage, track, escalate, & resolve support tasks to ensure timely resolution of issues.
• Oversee the installation of client department-specific applications and systems. Ensures installations are in accordance with appropriate operating procedures; determine revisions or updates to installation as needed.

Confidential - New York, NY

Technical Application Support Team Leader

• Experience developing/maintaining business processes, system documentation and workflows in support of process improvement activities enabled by information technology.
• Identify, propose, and implement QA planning, quality metrics, and process improvements to increase defect prevention, component-development efficiency, and customer-perceived quality, while lowering cost.
• Collaborate with business line managers through the use of metrics to review and improve quality and timeliness of support calls and ticket resolution.
• Assign, coordinate and direct techs in projects, making detailed plans to accomplish goals and direct the integration of technical activities.