IT Business Analyst Resume San Juan, PR - Hire IT People

SUMMARY

Over 15 years of combined experience in business operations, databases, data analytics, system implementations. Certified as a Microsoft Certified Professional (MCP)
Requirements Gathering and Documentation
User Acceptance Testing (UAT)
Functional Design & End User Training
On - site and Virtual Support
Data Analytics: Insights, Reports & KPI's

TECHNICAL SKILLS

MS Visio, Word, PowerPoint, Excel (e.g. functions, pivots), MS SQL (scripts), MS Dynamics CRM, MS Dynamics GP, Windows Server 2008 & 2012, Hyper-V and Citrix GoToAssist. Fully Bilingual (English & Spanish).

PROFESSIONAL EXPERIENCE

Confidential, San Juan, PR

IT Business Analyst

Responsibilities:

Served as liaison between stakeholders and developers for the conveyance of business requirement documentation (BRD) and directed knowledge transfer sessions for multiple Human Resource custom application ventures, MS Dynamics CRM, and MS Dynamics GP
Promoted demos of custom software to potential customers
Commanded the design and development of software user guides for end-users of multiple ventures
Delivered system software knowledge transfer sessions during initial phases of projects to end-users
Supplied ad hoc reports based on customer request with data extracted from MS SQL Databases
Tested MS Dynamics CRM custom enhancements to make sure it qualified for roll out
Expedited the deployment of custom software and MS Dynamics CRM

IT Customer Support

Confidential

Responsibilities:

Centralized customer support request tickets within an instance of MS Dynamics CRM
Provided 1 st and 2 nd tier on-site support and virtual for 15+ customers with a diversity of software products (custom Human Resource software, MS Dynamics CRM, and MS Dynamics GP)
Created and maintained Company Support Department's Key Performance Metrics (KPI) to monitor incoming support requests, ticket resolution, percentages of support request (weekly, monthly, quarterly).
Launched pro-active MS Dynamics CRM knowledge transfer sessions for customers to increase their system know-how.