Business Analyst Resume
SUMMARY
- I/T Professional with 15+ years of diversified experience to include Management, Analysis, Development and Technical Support.
- Results - driven and highly adaptable with a proven record of solutions in all phases of project and development life cycles with an ability to effectively communicate and work across diverse organizational levels, functional teams, global resources, vendors and third-party partners.
- Industry experience includes Healthcare, Financial, Insurance, Manufacturing, Warehouse, Communication, Transportation, Retail, Utility and Call Center.
- “I use my strong analytical ability to evaluate end-to-end customer experience, drive efficiency in deliverables, and deliver solutions and services that bring transformative value to an organization.”
AREAS OF EXPERTISE:
- Business / Systems Analysis
- Relationship Management
- Service Management
- Process Improvement
- Team Leadership
- Technical Support
- Project Management
- Mentoring, Motivating & Empowering Staff
- Remote Support
- Requirements Gathering
- Strong Problem Solving & Negotiation Skills
- Exceptional Customer Focus & Interaction
- Gap and Risk Analysis
- Software Development, Testing and Delivery
- LAN Administration
- Performance and Productivity
- Business Intelligence
- Training
- User Acceptance Testing
- Reporting and Analytics
- Systems Installation, Configuration, Patches and Upgrades
- Database Design
- SQL ad-hoc Queries
TECHNICAL SKILLS
Platform: Windows, Mac, Windows Server, MSDOS, Mainframe / OS390
Microsoft Office: Word, Excel, Access, Publisher, PowerPoint, Project, Outlook, OneNote, Visio, SharePoint
Reporting: Business Objects/Business Intelligence, Crystal Reports, SQL, WebTrends, Web Success
Industry Standards: ISO 20000
Service Management: ITSM / ITIL V.3, BMC Remedy, ServiceNow
Web Collaboration: WebEx, Goto Meeting, Skype, Lynx, Zoom
Data Warehousing: Informix Datastage / ETL
Databases: SQL Server, MS Access, ORACLE, DB2, IMS, VSAM, SQL
Programming: Visual Basic, HTML, ASP, VBScript COBOL, CICS, TSO, ISPF, JCL, SPUFI, QMF, Easytrieve, Intertest, Xpeditor
Admin: Active Directory, FTP, Lotus Notes Admin, RAPTOR Firewall, Eagle Mobil, Citrix, PC Desktop Support and Remote Software, Team Viewer
Hardware Support: Laptops, Workstations, Printers, LANs, Routers, Switches, Modems, Fax, Phone Systems
PROFESSIONAL EXPERIENCE
Confidential
Business Analyst
Responsibilities:
- Hired onto the HRIS Solutions Team for ServiceNow Implementation Projects
- Working on Agile teams, I performed full BA functions to evaluate and document business processes, build process flows, gather requirements, develop test scripts for UAT and work closely with Development teams, Stakeholders and Product Owners.
- User documentation and training were provided for clients as required by SOW.
- Obtained ServiceNow HR-CIS Certification
Confidential
Business Analyst
Responsibilities:
- As a ServiceNow Consultant Partner: Developed Test Plans, Process Flows, Data Flows, gathering Requirements for SN Implementations and Integrations.
- Performed GAP Analysis to assist in providing business solutions, working with End Users, Developers and Solution Architects.
- Facilitated sessions and lead QA / UAT Testing for multiple global clients.
- Developed process flows for the “IOT” Development Team for a GM Project that the Pre-Sales presented at the Las Vegas 2018 Technology Conference.
- Obtained ServiceNow CSA Certification
Independent Consultant
Confidential
Responsibilities:
- Lead requirement gathering sessions with Service Owners and Leadership Teams to define and implement Service Offerings as the company transitions to a service-oriented model.
- Developed 15 roadmaps, consisting of 342 offerings reflecting future initiatives, technologies and services offered on PaaS and IaaS platforms and cloud technologies.
Confidential, Parlin, NJ
Project Manager
Responsibilities:
- Manage service management client implementations based upon SOW’s, developing a professional working relationship with global clients.
- Work with department management, stakeholders and sponsor to gain agreement for resolution on issues and risks and assess impact scope changes to project work.
- Responsible for ensuring that the day to day activities are performed effectively, maintaining project plans to ensure successful implementation.
- Communicate project progress and status to project team and management.
- Work with ServiceNow resources and business partners to ensure successful implementation.
- Coordinate work and schedules with other projects within the program and with client teams (Operations and IT) outside the program.
Technical Support
Confidential
Responsibilities:
- Participated as a technical resource in a team effort to reimage 500+ laptops (Mac and Windows) for a Confidential new partner relationship.
- Hands-on tech providing remote and on-site end-user support and training to internal and global end-users.
- Participated on a team for client pre-sale technical solution demonstrations held on client sites resulting in signed partnership agreements.
- Monitored and maintained Access Control Security Systems, assisting in investigations as intrusions occurred.
Business Analyst
Confidential
Responsibilities:
- Liaison, facilitating meetings with Stakeholders, SDM’s, Clients, Implementation Managers, Process Owners, Developers and End-Users to define business and operational requirements, based upon statement of work (SOW) and service level agreements (SLA’s).
- Led client knowledge transfer sessions and presented technical product demonstrations, as an ITIL Subject Matter Expert to all levels of internal and external customers for gathering business requirements for transition plans and integration bridges.
- Performed gap analysis to identify risks and ensure that SOW requirements are satisfied.
- Developed use cases, conducted user acceptance testing and provided end-user training for the implementation of ITSM Service Management Systems, encompassing all ITIL processes, including Business Intelligence, (SAP Business Objects, customizing SQL for ad-hoc reports).
- Evaluated and Implemented ITSM COTS/MOTS web-based solutions.
- Designed and delivered business, technical, functional and user requirements, estimated level of effort, user stories, workflows and process diagrams utilizing Agile Methodology.
- Conducted and evaluated group sessions throughout the development life cycle to ensure successful end user acceptance and implementation.
QA Project Analyst
Confidential
Responsibilities:
- Reviewed and revised Disaster Recovery and Business Continuity Plans for data and call center.
- Coordinated annual SAS-70 compliance efforts with positive results for two consecutive years.
- Documented control processes and associated risks. Reviewed control assessments completed by QA analysts and communicated results with management levels across business units.
- Managed design of specific testing procedures to determine effectiveness of controls and identify areas of improvement.
- Developed automated technology solutions to increase productivity and reduce man-hours, by streamlining manual processes.
- Ensured ongoing compliance with objectives and performance standards.
Technical Support Supervisor
Confidential, Holmdel, NJ
Responsibilities:
- Handled tier-two level technical calls providing guidance and resolution to support team.
- Provided expedient support to customer escalations by thinking strategically, creatively and effectively communicating.
- Collaborated with support team to develop SOPs, document workflows, and ensure adherence to all performance standards and goals.
- Produced CMS performance reports for analysis and adherence monitoring.
- Developed strategies to mentor and motivate CSR teams, increasing individual and team productivity, drive and attitude.