Senior Business Analyst Resume

Information Technology professional with extensive experience improving IT effectiveness by providing business systems analysis. Skilled at developing business systems requirements, quality testing, and implementing change to support business needs. Proven ability communicating with client and customers to understand what’s needed to solve and improve business processes and other technical problems.

Active Directory (AD)
Snag It (for user interface redesign)
Live Meeting Site Administrator
Symantec Altiris Client Services
Oracle UCM (Stellent)
Tivoli Identity Management (TIMx)
MS Office, MS Visio, and MS Project
Track-it (work order tracking system)
Adobe Acrobat, Photoshop, Dreamweaver
HTML

PROFESSIONAL EXPERIENCE

Confidential. Brea CA 1987 – 2011
Senior Business Application Analyst III
Senior Business Analyst
Served as senior liaison between the business and IT groups. Worked with all business department managers and directors on verification of the business requirements for many projects. Negotiated and completed their final approval and sign-off on completed projects.

Achieved 85% reduction in software installation process as part of a team to take a 20 manual step process to two automated procedures.
Business analysis for platform conversion of the dealer communication system called Suzuki
Connect. Introduced hovering menus, messaging system and a dealer administration process which empowered dealerships to manage and use the system.
Senior liaison to business groups in the re-design of Sales application on Suzuki Connect.
Streamlined the installation and data entry process for users.
Provided business analysis in the integration of an existing training site to Suzuki Connect, this provided customers with a seamless administration and access to the training site.
Collaborated with other Automotive OEMs to develop data standards in transferring data to and from dealer management systems. Enhanced data accuracy and productivity of the customer.

IT Help Desk Support
Worked on IT Help Desks and assisted corporate employees and dealers on technical issues. Investigated, analyzed, and resolved complex hardware and software application problems on company computer systems. Processed user set-up forms and provided administrative support on numerous computer systems.

Communicated on average with 20 with internal customers daily in order to understand their needs and expectations then diagnosed and resolved 90% of problems within a 24 hour period.
Developed resolution procedures for problems, created solution database for call tracking system.
Established use of Live Meeting for corporate meetings to effectively communicate to all personnel.
Oversaw the exchange of leased computers and laptops, which reduced the annual leasing fees.

Product Leader and Software Trainer
IT liaison for software used by dealers known as Suzuki Connect, dealer communication software. Provided software training and seminars to both corporate employees and dealers personnel in Automotive, Motorcycle and Marine industry.

IT liaison for dealer meeting events; planned and produced work schedule, meeting agenda and oversaw IT department’s involvement at events.
Presented workshops on new application features and highlighted the benefits of using the Suzuki Connect which increase customer knowledge of the system.
Served as subject matter expert in the development of two 15-minute training modules for dealer application software which dramatically reduced calls on Administration set up and general use.
Served as Subject Matter Expert for Adobe RoboHelp to merge help content, improving usage.

PREVIOUS EXPERIENCE:

Retail Management – Department Supervisor
Oversaw a team of 10 employees. Assured proper area coverage, organized daily break schedules. Delegated work based on customer flow needs. Role also included product inventory control.

EDUCATION and TECHNICAL SKILLS
B.A. Psychology with a focus in Computer Science

APPLICATIONS:

Managed the following software applications and systems

Akamai Edge Control – access needed to view content on Suzuki Connect
IBM iSeries Administrator - Administered user access for internal application on AS/400
SSLVPN - Managed request for VPN access and handle VPN troubleshooting.
Suzuki Connect – Administrator of dealer communication system

SOFTWARE:

Utilized the following software applications

Adobe Acrobat, Adobe Photoshop, Adobe Dreamweaver
iOS and Android OS - set-up Exchange accounts
PC Anywhere, Team Viewer – remote desktop

SUPPORT:

Additional IT Support functions

Provide developers with details analyst of problems when needing their assistance.
Updated over 150 help pages utilizing Adobe RoboHelp, modify Intranet pages.
Installed web certificates, recovered files, troubleshoot network connections and printers.
Administered account setups in various systems, and troubleshoot user access issues.

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