OBJECTIVE:

Challenging Career as a Business & Program Analyst

SUMMARY:

• Mission focused highly skilled hands - on program analyst evaluates data to determine trends and the impact of business operations.
• Responsible for improving the efficiency of internal administrative operations, management and organizations. 20+-year career record spanning full range of IT operations.
• Combine experience collecting, interpreting, and presenting data, summarized research and conclusions.
• IT and Help Desk management expertise with extensive background in evaluating policies, procedures, and administrative processes.
• Initiates software analysis/testing, and 8+ years of technical writing/training across multiple platforms, languages, and environments.
• Conducts preliminary surveys of applications and programs to determine which areas to evaluate during assigned studies.
• Analyzes pertinent data such as questionnaire results or related reports and background information to develop work plans to effectively accomplish study/evaluation goals.
• Develops procedures and systems for assessing the effectiveness of programs.
• Proven ability to lead, train, and motivate top-performing teams of technical professionals.
• Conducted studies and functions of the organization's major administrative programs, identifying and resolving issues.
• Develops detailed action plans and proposes schedules to accomplish approved changes.
• Prepares memoranda, and policy statements and other written recommendations.
• Proposed new organizational structures, realignment of functions and/or staffing levels to improve efficiency.
• Conducted studies of organization structures, long-range program goals, etc. and identifying issues.
• Proposed and implemented recommendations to improve organizational structure and efficiency of programs.
• Oversaw managing performance management and providing oversight on a variety of organizational programs such as Installation Status Report, Performance Assessment Review, Defense Readiness Reporting, Management Internal Control Program, award management, budgetary, manpower, etc.
• Advised on the development of long-range plans.
• Managed fiscal and contract execution activities. Developed Group Strategic and individual subordinate plans, architectures, and road maps.
• Provided technical direction and guidance to Group personnel in all areas of programming, budgeting, contracting, planning, deployments, and training.
• Developed policies and programs to meet the education and training needs of personnel.
• Performed Human Resource liaison services to support human resources strategic planning and activities.
• Used data base management systems, requirements analysis, and data manipulation and extraction techniques.
• Gathered, assembled, and analyzed facts to identify changes and trends and presented findings in briefings and reports.
• Communicated clearly, concisely, and with technical accuracy, both orally and in writing.
• Handled classified data in accordance with established procedures.
• Maintained effective relationships with management officials, supervisors, employees, coworkers, and others to ensure cooperative resolution of problems and provide effective coordination of activities.

PROFESSIONAL SKILLS:

• Conducted studies and functions of the organization's major administrative programs; identified and resolved issues to increase productivity.
• Proposed new organizational structures, realignment of functions and staffing levels to improve efficiency.
• Collected and analyzed pertinent organizational data and information such as statistical and narrative date, to justify any change recommendations.
• Independently provided guidance and advice to management and staff to the full scope of workforce management, workload and resource related programs.
• Interacted with other agencies and managers on organizational conflict, competing objectives, and resource problems to improve efficiency.
• Advised management on implementing all organization related program functions and requirements.
• Recommended changes to program structure in accordance with regulatory and legislation requirements, long-range program goals, etc.
• Managed special projects and provided oversight and direction of a variety of actions with unique requirements.
• Performed a variety of technical and analytical work in direct support of the organization.
• Conducted reviews of management programs, practices and procedures, leading to improvement of management operations.
• Interacted with stakeholders weekly, communicated expectations for existing contracts.
• Established office procedures for new staff.
• Executed work requiring analytical skills to evaluate reported data to management.
• Finalized complex assignments under time constraints requiring accurate and technically sound decisions.
• Evaluated administrative and program standards, policies/procedures utilizing a variety of programs and its internal control.
• Performed work requiring analytical skills to evaluate data, prepare reports, and make recommendations to management.
• Analyzed interrelated issues of efficiency, effectiveness, and productivity in substantive programs assigned throughout the directorate.
• Managed employee-training programs to include technical direction and oversight.
• Administered authority on program policies, rules, regulations, procedures and approval for Performance Management Award Programs.
• Maintained automated programs to monitor personnel action request to determine impact on manpower resources and space allocations.
• Managed organizational programs reflecting Table of Distribution and Allowance (TDA) and workforce nomenclature.
• Optimized the need for changes to improve the effectiveness of program's policies and procedures.
• Conducted projects and studies designed to evaluate recommendations to improve efficiency of work operations within an organization.
• Developed statistical and narrative data to justify changes and recommendations to improve organizational structure.
• Analyzed data and directives from multiple sources needed to make revisions to ensure proper implementation of directorate policies and procedures.
• Identified program shortfalls and resulting impact and provides recommendations for change and to prevent/resolve program deficiencies.
• Developed written recommendations to improve or increase program effectiveness, efficiency and economy of operations.
• Prepared information papers for briefings on subjects related to assigned programs.
• Assign to and review work of subordinates, train and work effectively with subordinates from a variety of backgrounds and with different levels/areas of training;
• Accomplish the quality and quantity of work expected within set limits of cost and time;
• Plan own work and carry out assignments effectively;
• Communicate with others effectively both orally and in writing in working out solutions to problems or questions relating to the work;
• Understand and further management goals as these affect day-to-day work operations;
• Develop improvements in or design new work methods and procedures;
• Deal effectively with individuals or groups representing widely divergent backgrounds, interests and points of view;
• Plan and adjust work operations to meet emergency or changing program or production requirements within available resources and with minimum sacrifice of quantity or quality of work;
• Establish program objectives or performance goals and to assess progress toward their achievement;
• Coordinate and integrate the work activities and resources of several organizational segments or of several different projects;
• Analyze organizational and operational problems and develop timely and economical solutions; and
• Represent the Army both within and outside the DOD and to gain support for the Army's program goals.

CORE SKILLS:

• Program Analysis
• Administration and Management
• Financial Management
• Change Management
• Oral Communication
• Business Analysis
• Decision Making
• Software Analysis
• IT Management
• Managing and Organizing Information
• Planning and Evaluating
• Risk Management
• Strategic Planning
• Program/Project Management
• Technical Competence
• Administration and Management
• Human Resources Management
• Organizational Performance Analysis
• Help Desk Management
• Program Management
• PeopleSoft
• MS Active Directory
• Software Testing
• Technical Writing
• Technical Training
• Customer Support Software Installation/Configuration
• Team Leadership & Motivation
• Business Support

STRENGTHS:

• Leader, trainer, and team builder with extensive operational and administration experience, as well as, outstanding management and program analysis, analytical and technical acumen
• Committed to fostering a cohesive and productive workplace environment
• Excellent interpersonal relations/oral and written communication skills
• Versatility, adaptability, and willingness to tackle new responsibilities and multiple tasks; self-starter, assertive, positive “can do” attitude, and team player
• Personally committed to the highest ethical standards
• Proven history of achieving the highest levels of performance and productivity
• Expert ability to perform work related to developing and maintaining relationships with stakeholders in various levels of government, private industry, and federal, state, and local agencies/organizations
• Demonstrated ability to prioritize workloads and meet goals and deadlines
• Expert ability to mentor new employees
• Expert ability to submit all required reports in a timely manner in an environment of frequent change and unexpected events
• Expert ability to develop and deliver training
• Team player with impeccable personal and professional integrity
• Resilient, Strong enterprising spirit and character, Innovative thinker, Resourceful
• Expert ability to provide technical direction and guidance to assigned team members

COMPUTER INFORMATION TECHNOLOGY SKILLS:

Proficient in: computer systems, information systems, spreadsheet applications, graphic and presentation applications, and word processing applications

Hardware: IBM PC, Printers, MAC.

Software: Windows NT/2007

Applications: HP ALM, Confluence, MS Project, Share Point, Active Directory, PeopleSoft Financial, Expense, Serena Dimensions, MS Office Suite Word, Excel, Power Point, UltiPro, Remedy & Altiris help desk, Cognos, Privia, Web Ex.

PROFESSIONAL WORK EXPERIENCE:

Confidential, Fairfax, Virginia

Business System Analyst

Responsibilities:

• Served as a government contractor to CMS
• Conducted initial analysis, collected data, and prepare reports and other substantive program documentation for us in assessing and evaluating program operations.
• Responsible for analyzing course of the project and reporting its status to the management and stakeholders.
• Collect and analyze data of policy procedures and structure to recommend changes to reduce costs and increase effectiveness and efficiency.
• Developed reports to determine the root cause problem analysis, suggested application fixes and problem metrics reporting.
• Attend client and stakeholder meetings with user community, and developers as a subject matter expert.
• User application liaison, coordinated, set-up, and conduct SCRUM design and requirements meetings
• Recommended changes to program structure in accordance with regulatory and legislation requirements, long-range program goals, etc.
• Managed special projects and provided oversight and direction of a variety of actions with unique requirements.
• Performed a variety of technical and analytical work in direct support of the organization.
• Conducted reviews of management programs, practices and procedures, leading to improvement of management operations.
• Organized weekly Program Management Office Development Team Engineering Change Proposal report.
• Coordinated schedule management to ensure software release schedules where are on time.
• Assisted with Quality Assurance metrics, to ensure compliance with service level guidelines.
• Organized Documentation management including standard operating procedures, manuals, and diagrams.

Business/Program Analyst: Contractor

Confidential, Fort Belvoir, VA

Responsibilities:

• Served as a government contractor to Confidential .
• Collected data, conducted initial analysis, and prepare reports and other substantive program documentation for us in assessing and evaluating program operations.
• Responsible for analyzing course of the project and reporting its status to the management and stakeholders.
• Collect and analyze data of policy procedures and structure to recommend changes to reduce costs and increase effectiveness and efficiency.
• Developed reports to determine the root cause problem analysis, suggested application fixes and problem metrics reporting.
• Attend client and stakeholder meetings with user community, and developers as a subject matter expert.
• User application liaison, coordinated, set-up, and conduct WAWF eBusiness Suite Program Management Office Development team design and requirements meetings (e.g. Wring Out, Software Requirement Review, Preliminary Design Reviews, and Critical Design Review) for Engineering Change Proposals for Wide Area Work flow e Business Suite Modules: iRAPT, EDA, CORT Tool, IUID Registry.
• Confer with PMO teammates to establish requirements for new systems or modifications.
• Responsible for creating Discrepancy Reports in Serena Dimensions Change Management Tool.
• Organized weekly Program Management Office Development Team Engineering Change Proposal report.
• Coordinated schedule management to ensure software release schedules where are on time.
• Assisted with Quality Assurance metrics, to ensure compliance with service level guidelines.
• Organized Documentation management including standard operating procedures, manuals, and diagrams.
• Organized and creates in all new Engineering Change Proposals including status updates (e.g. costing, deferred etc.) using Serena Dimensions Change Management Tool for the Wide Area Work flow eBusiness Suite Program Management Office Development Team.
• Conducted studies and functions of the organization's major administrative programs; identified and resolved issues to increase productivity.
• Proposed new organizational structures, realignment of functions and staffing levels to improve efficiency.
• Collected and analyzed pertinent organizational data and information such as statistical and narrative date, to justify any change recommendations.
• Independently provided guidance and advice to management and staff to the full scope of workforce management, workload and resource related programs.
• Interacted with other agencies and managers on organizational conflict, competing objectives, and resource problems to improve efficiency.
• Advised management on implementing all organization related program functions and requirements.
• Recommended changes to program structure in accordance with regulatory and legislation requirements, long-range program goals, etc.
• Managed special projects and provided oversight and direction of a variety of actions with unique requirements.
• Performed a variety of technical and analytical work in direct support of the organization.
• Conducted reviews of management programs, practices and procedures, leading to improvement of management operations.
• Briefed high-level management on technical studies and new technology to resolve and advert current, short, and long term problems.

• Directed the implementation and evaluation of policies and programs.
• Maintained expert knowledge of human resource initiatives.
• Identified existing and emerging gaps in the workforce.
• Analyzed directives and policies impacting the career program.
• Oversaw the application approval process and execution of training program funding.
• Reviewed and approved travel orders for the organization.
• Prepared briefings to defend program resource requirements.
• Recommended revisions to strategic plans and planning efforts.
• Translated research findings into recommendations for corrective action.
• Cultivated sources for training program development.

Confidential, Baltimore, Maryland

Program Analyst/ Manager

Responsibilities:

• Worked closely with the Executive Director to maintain and monitor service level agreements with existing contracts to ensure customer retention and customer satisfaction.
• Updated customer database, and managed CRM.
• Managed office and staff.
• Processed requisitions and ordered supplies.
• Resolved numerous project challenges including staffing shortages on contract.
• Conducted studies and functions of the organization's major administrative programs; identified and resolved issues to increase productivity.
• Proposed new organizational structures, realignment of functions and staffing levels to improve efficiency.
• Collected and analyzed pertinent organizational data and information such as statistical and narrative date, to justify any change recommendations.
• Independently provided guidance and advice to management and staff to the full scope of workforce management, workload and resource related programs.
• Interacted with other agencies and managers on organizational conflict, competing objectives, and resource problems to improve efficiency.
• Advised management on implementing all organization related program functions and requirements.
• Recommended changes to program structure in accordance with regulatory and legislation requirements, long-range program goals, etc.
• Managed special projects and provided oversight and direction of a variety of actions with unique requirements.
• Performed a variety of technical and analytical work in direct support of the organization.
• Conducted reviews of contract award, policies and procedures, leading to improvement of management operations.
• Interacted with stakeholders weekly, communicated expectations for existing contracts.
• Established office procedures guide for new staff.

• Accomplished assignments with effectiveness/efficiency.
• Directed the implementation and evaluation of policies and programs.
• Identified existing and emerging gaps in the workforce.
• Analyzed directives and policies impacting the career program.
• Oversaw the application approval process and execution of training program funding.
• Reviewed and approved travel orders for the organization.
• Prepared briefings to defend program resource requirements.

Confidential, Fairfax, Virginia

Senior Analyst/ Manager, Helpdesk

Responsibilities:

• Managed all Customer Support Center and Help Desk operations, expertly coordinating resources, personnel, process development, and issue resolution.
• Conducted analysis of existing performance management system to improve and update job functions, compensation, and eliminate redundancy.
• Conducted studies and functions of the organization's major administrative programs; identified and resolved issues to increase productivity.
• Proposed new organizational structures, realignment of functions and staffing levels to improve efficiency.
• Collected and analyzed pertinent organizational data and information such as statistical and narrative date, to justify any change recommendations.
• Independently provided guidance and advice to management and staff to the full scope of workforce management, workload and resource related programs.
• Interacted with other agencies and managers on organizational conflict, competing objectives, and resource problems to improve efficiency.
• Advised management on implementing all organization related program functions and requirements.
• Recommended changes to program structure in accordance with regulatory and legislation requirements, long-range program goals, etc.
• Managed special projects and provided oversight and direction of a variety of actions with unique requirements.
• Performed a variety of technical and analytical work in direct support of the organization.
• Conducted reviews of management programs, practices and procedures, leading to improvement of management operations.
• Reorganized Help desk structure to by analyzing data, policies and procedures to reduce costs and unplanned downtime.
• Delivered high-level support for all corporate employees as Functional Support Manager for Altiris Help desk Software.
• Administered Corporate Information Systems 24/7 Service Level Agreement.
• Recruited, trained, and evaluated 4 direct reports.
• Performed all technical writing, and oversaw selection/implementation of third party technologies, and project planning/ budgeting/delivery.
• Based on my analysis of shortcoming in the existing policy, restructured job titles, categories, and compensation for my employees. Updated Standard Operating Procedures for cross-training, and collaboration, which reduced costs.
• Collected and analyzed data to select best help desk software to streamline work flow in Customer Service Department. Serviced as Functional Support Manager of the Altiris help desk software. Managed launch of Help desk software (Altiris) and to streamline Customer service department incoming call resolution and incoming email inquiries. Increased efficiency by 75% reducing customer wait time and resolution delays.
• Reorganized and updated Standard Operating Procedures for all help desk positions to increase efficiency and effectiveness.
• Reduced costs by eliminating duplicate and redundant processes.
• Devised and executed a 24x7 help desk plan for IT System and Network Engineers that dramatically reduced unplanned down time by 100% and increased customer satisfaction rating to outstanding level for over 5 years. Wrote all User Guides and Support Manuals for entire Customer Support Center.
• Wrote ‘Pilot for After Hours’, and all User Guides/24X7 Support Manuals for entire Customer Support Center.
• Expedited client services and support functions to ensure high levels of security.
• Monitored and maintained system administration for all PeopleSoft access, Active Directory, and WebEx conferencing; troubleshooting and resolving issues for critical customer applications.
• Devised and deployed pilot for After Hours Service.
• Earned reputation as key contributor, capturing Confidential Performance Awards for 8 consecutive years.

Senior Software Analyst / Technical Writer

Confidential

Responsibilities:

• Analyzed software functionality, development, and design to ensure optimum performance and productivity.
• Teamed with front-end web designer and back-end database programmer in defining customer needs and required functionality for system life cycle.
• Integrated requirements, design and technology throughout all phases of system design and development.
• Developed all user manuals and documents.
• Prepared and submitted Functional Test Plan Reports and summaries to monitor and benchmark test results according to business specifications and requirements.
• Created Functional Test Plans for software applications to ensure integrity and quality of programming code.
• Recognized for outstanding performance and productivity with Confidential Achievement Awards for 8 years.

Confidential, Arlington, Virginia

System Analyst/ Technical Training Specialist

Responsibilities:

• Planned and executed wide range of technical support operations for 2000+ customers throughout Washington, DC Metro area.
• Conducted studies of organization structures, to improve work flow efficiency of document processing.
• Proposed and implemented recommendations to increase productivity.
• Performed technical training, application testing, installation, and configuration of Confidential digital systems.
• Researched, diagnosed, and resolved technical issues surrounding multiple software programs/installations.
• Delivered customer training for all light- lens products, Document Centre Systems and Digital Color Systems.
• Conducted studies and functions of the organization's major administrative programs; identified and resolved issues to increase productivity.
• Proposed new organizational structures, realignment of functions and staffing levels to improve efficiency.
• Collected and analyzed pertinent organizational data and information such as statistical and narrative date, to justify any change recommendations.
• Independently provided guidance and advice to management and staff to the full scope of workforce management, workload and resource related programs.
• Interacted with other agencies and managers on organizational conflict, competing objectives, and resource problems to improve efficiency.
• Advised management on implementing all organization related program functions and requirements.
• Recommended changes to program structure in accordance with regulatory and legislation requirements, long-range program goals, etc.
• Managed special projects and provided oversight and direction of a variety of actions with unique requirements.
• Performed a variety of technical and analytical work in direct support of the organization.
• Conducted reviews of management programs, practices and procedures, leading to improvement of management operations.
• Provided critical, on site pre- and post-sale support and follow-up, ensuring continuous delivery of top quality products/services and customer satisfaction.
• Vitalized operations and improved productivity for multiple clients by upgrading systems and delivering strategic and user-friendly technical advice, support, and training.
• Recognized with multiple commendation letters from Customer Accounts, as well as prestigious Confidential Achievement Awards for 11 years.

Account Coordinator

Confidential

Responsibilities:

• Served as primary leadership force of on site Help Desk operations; managing and monitoring daily operations, client/customer relations, equipment maintenance and upgrades.
• Oversaw all aspects of multi-million dollar contract, expertly coordinating 4 direct reports and overall management of shipping/receiving, 10 walk-up copiers, large copy center, incoming/outgoing mail, and inventory.
• Delivered end-user technical support and training for workstations and network and digital printing systems.
• Evaluated system constraints and upgrades; prepared maintenance estimates and headed new implementations of business and technical systems, processes, and hardware.
• Formulated marketing strategies for existing and potential customers, skillfully aligning product offerings with customer needs and requirements.
• Key contributor to development of Standard Operating Procedures, ensuring compliance with corporate IT standards/regulations.