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Project Management- Business Analyst Resume

Plano, TexaS


Seeking a position that will utilize my full range of I.T. and ITIL/ITSM skills and broaden them at a diverse company where career growth and advancement are encouraged.


  • 10 years of quality customer service, ITIL/ITSM Technology/Application support and Project/Incident/Change Management and Business Analyst experience.
  • Excellent written and verbal communication skills. Familiar with Six Sigma process improvement
  • Comprehensive knowledge of Problem management, Incident Management, Problem resolution in a Windows Server Enterprise, VM - Ware/Cloud and Unix/Linux environment.


  • Windows Server 2003/08/2012 , Windows 7/8/10, Microsoft Office 2017/365, Lotus Notes, HP Open view, Cisco AnyConnect, Web Server IIS and Windows Share - point Services, Citrix, SSCM, SQL Server 2012 Enterprise Manager and Confidential System Director Server 6, Amazon Webservices, Azure
  • BMC Remedy Ticket Request System, Service-Now Management Suite 2.0, MS SQL Studio 2005/2008, VM Ware ESX 5.0 vSphere, Symantec Backup Exec, MS Project Management Suite, MS Vizio
  • Working knowledge of Protocols SMTP, FTP, DNS, Web-Mon, SolarWinds, Data Backup/Restores using Confidential Tivoli Storage Manager. Dyna-trace and App Dynamics tools, JIRA
  • Netscaler-Load balancing and Microsoft SCCM 2013, VMWARE, Microsoft Teams, Office 365
  • Putty, Net Cool, Unix/AIX/Solaris, HP-UX, Telnet, PA Monitor, HP SIMMS, HP Service Manager
  • LAN, WAN, VPN Hardware (Firewalls, Routers, Hubs) Assessment


Confidential, Plano, Texas

Project Management- Business Analyst


  • Work with Executive Management, Level2/3 support and suppliers to analyze, resolve and lead root cause analysis of all mission critical IT service interruptions.
  • Protect business system availability of Bank applications through integrated incident, problem, and change management ITSM/ITIL lifecycle.
  • Use Service Now ticketing system to track root cause and problem management.
  • Engage, unify and direct Unix, Linux, Network, SAN, Application technical teams to mitigate and resolve system outage events.
  • Facilitate after action reviews, analyze problem trends by utilizing Dyna-trace, App dynamics monitoring tools. Daily support of site-specific network and workstation operating systems, workstation connectivity, workstation and peripheral hardware, and end-user applications.
  • Support Office 365 client experience and Windows 10 application support for Enterprise users.
  • Utilize and make recommendations based on Change Management process to manage multiple high priority projects and deliver them to internal stake holders.
  • Prepare reports, graphs, charts and statistics in support of Human Resources leadership team to maximize the functionality of the Workday application.
  • Maintain/update scope change orders, list and send the added scope to the appropriate contractors
  • Identify chronic activity. Participated with management in defining, developing and executing plans to accomplish Project support objectives.
  • Communicate to senior levels of management, and timely notify appropriate parties as efficiently as possibl e while drive incident to restoral within SLA time limits.
  • Delivery impediments, risk, issues and changes associated Changes associated to Project development initiatives.
  • Coordinate and schedule project resources ensuring all project resources are efficiently utilized on the project based on scheduling and time reporting systems.
  • Initiate Service Now Discovery to validate all CI changes and device mappings are accurate.
  • This includes automated and manual discovery.
  • Regularly communicate and meet with project participants and IT stakeholders to provide and obtain project information and status updates; Closely monitor project resources, tasks, risks and milestones.
  • Collaborate with technical design and/or configure systems, applications, and equipment that meet Client needs.
  • Manage delivery of large and complex data and analytics portfolio of projects by closely partnering with business and CIO areas.

Confidential, Fort Worth, Texas

Infrastructure Change Management Administrator


  • Schedule all I.T. Infrastructure changes submitted and accepted into the Change Management lifecycle.
  • Execute Work Order projects per established project plan and within company standards for quality and timeliness; manage multiple, ongoing tasks, projects, Asset management and workload deliverables; Implement project management best practices and Agile methodologies.
  • Support audit and assessment activities for external cloud environments
  • Adhere to Incident management, Problem Management escalation and to Change Management compliance.
  • Assist in facilitation of the weekly Change Advisory Board meeting concerning audit infrastructure Windows 2003/2008/2013 and LINUX /AIX groups scripts that affect production.
  • Follow and contribute to ITIL Best Practice of Change Control; Define project and scope, identifying customer requirements.
  • Develop and communicate enterprise-wide policies, standards, guidelines and procedures using MS Vizio, Power point presentations.
  • Perform Incident management, Problem Management escalation and adhere to Change Release Management compliance.
  • Regularly communicate and meet with project participants and obtain project information and status updates; Closely monitor project resources, tasks, risks and milestones.
  • Collaborate with technical design and/or configure systems, applications, and equipment that meet Client needs.
  • Review the CI record to ensure change records are validated with the real time information brought back from Discovery and the CMDB is updated, for efficiency and accuracy in the change management process.
  • Interface with tier 2/3 level Engineering groups for production change request and ensure they are progressed while applying problem solving techniques to resolve incidents and track problem change records using Remedy/SDP and Service Now ticketing tool

Confidential, Fort Worth, Texas

Service Desk Mgr./Technical Support Mgr.


  • Lead Service Desk professionals troubleshoot domain, Dns issues, and NTFS file share permissions.
  • Remote Control and hands on support for Windows 8.1/Apple OS systems, Microsoft Office suite, Outlook/Exchange, mobile devices print/scan/fax, IP phones, business applications, web applications. Provide support of VPN and Citrix for corporate users, manage PC security, antivirus, windows software firewall and spyware.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver solutions within agreed upon desktop service levels.
  • Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions including off-site repair for remote users as needed.
  • Manage SLA’s, Service Metrics, printer setup and RSA Token configuration. Resolve alerts from Microsoft Configuration Manager (SCCM).
  • Monitor and setup users in AVAYA Call software. UNIX, Linux or AIX such change directories, view files and execution of scripts.
  • Compile data for reporting accuracy and provide justification for SLA misses into Executive-ready MS Vizio and Power-point slide reports.
  • Provide 2nd tier Server Hardware and MS Exchange support for Corp users.
  • Provide Active Directory support. Active Directory (user creations, deletions, modification, password resets, and group policy, Windows account administration, System outage analysis.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver solutions within agreed upon desktop service levels.
  • Track inventory and purchase desktop hardware and related products.
  • Support site-specific network and workstation operating systems, workstation connectivity, workstation and peripheral hardware, and end-user applications.

Confidential, Philadelphia, PA

I.T. Service Delivery Manager


  • Crisis Management and leadership for client delivery team. Determine Client service needs while updating Global Service Desk; Daily Health Monitoring for two Enterprise Datacenters.
  • Identify, document, quantify, communicate and mitigate project risks and escalate as required. Define the process, outline vision, analyze data, drive performance & quality improvements, and influence resource allocation for all stages of execution (from project management to delivery.)
  • Utilize Service Now ticketing system for urgent tickets, prioritize tickets, and provided Client communication and follow up on critical issues.
  • Handle critical escalation calls from technical team and closing them via technical reviews with technical Platform Teams.
  • End to end Ownership of Sev-1 and Sev-2 SLA events.
  • Perform Incident management, Problem Management and critical Root Cause Analysis(RCA).
  • Participate in various governance boards as a subject matter expert in cloud governance practices including risk reporting, performance reporting, remediation, strategy, roadmap, and issues management.
  • Lead Enterprise Data center technical teams and employed specific processes to track, monitor health, gap analysis, and report resolution activities.
  • Guide & mentor various teams in the organization to understand, apply cloud policies and standards to achieve full compliance.
  • Responsible for IT Asset management effort by coordinating the receipt and distribution of physical IT assets; Updating the Configuration Management Database(CMDB) by tracking and maintaining both hardware and software purchases and warranty/maintenance agreements;
  • Supported customer logistics requirements through the analysis, organization, Capacity Planning and administration of various phases of day-to-day provisioning, spares, maintenance and/or repair activities
  • Update configuration management database by importing IT data assets into the system, manually updated CI’s.
  • Perform Windows Patching, report enterprise infrastructure metrics and achieve project management deadlines.
  • Work with Development UAT test team to approve Emergency Changes before release into production environment.
  • Assist and provide complete asset discovery using SNOW Auto-discovery tools for inventory list of the assets and Configuration Items (CI) for the datacenters.
  • Manage a team consisting of project managers, business analysts, tech leads and developers.
  • Manage efforts of up to 5 direct reports with a combined staff of 12 SME, leads and technical personnel
  • Responsible for pooling and coordinating technical resources to assure timely and effective resolution of P1-P4 incidents.

Confidential, Irving, Texas

NOC Engineer Team Lead


  • System administration, monitoring and support of Windows HP Servers, Linux and Unix servers in a Network Operations Center.
  • Support for Active Directory, Exchange and Citrix Cloud Portal administration. Control of remote computers with options to troubleshoot them and update CMDB in Service Now. Determine SLA by using Service Now interactive map with application dependencies, alerts and task history. Weekly scans, testing, deployment of software and MS patch updates using Shavlik Patch Management application for all Windows servers.
  • Provide timely and accurate network technical assistance to external teams by communicating technical details and status to customer service centers, technical support organizations, and executive management teams during network events and major outages.
  • Install, configure and upgrade Netbackup on windows servers. Perform restores, schedule full/incremental daily backups, trouble shoot backup failures.
  • Vmware/ESXi support to include; create/clone virtual machines, installing guest operating systems using Vsphere, upgrade vmware tools, virtual cluster monitoring and management over large-scale clusters.
  • Verify and configure DNS host file settings; Configure monitoring parameters for servers using PA monitor, HP Simms, and Nagios. Perform New Server builds, Decommission, migrations and firmware upgrades. Assist in capacity planning meetings for datacenter expansion and device decommissions.

Confidential, Plano, Texas

Sr. Production Server Analyst


  • Nightly backups of Sun-Unix/AIX, and Windows servers using Tivoli Storage Manager and Net-backup Exec.
  • Monitor JCP network using BMC patrol 3.6,MOM, CA Nimsoft Network Monitor; P.A. Monitor and H.P. Open-view systems.
  • Update problem tickets using BMC Remedy IT Service Management Suite, Service Now
  • Execute Server maintenance scripts, diagnose System and Application Event logs, and manage various Component Management Services (IIS, SMTP, SQL) remotely using DSVIEW/AVOCENT, Timbuktu and Terminal Services Client; Provide Microsoft Exchange support for Corp, VPN, Citrix, and International users.
  • Monthly SCCM patch management of Windows servers to include scanning, testing, and deployment of MS updates. Resolve any conflicts between WSUS and SCCM patch updates.
  • Maintain the availability and integrity of all mission-critical business systems for Windows, UNIX/AIX, Linux, and VMware ESX environments.
  • Administer, monitor status of cluster, host, OS and other VM critical components using VM V-sphere Virtual Center.
  • Remote diagnosis and resolution of desktop applications, Windows, Windows desktop support, printer installations, troubleshooting, Intranet access issues,WAN/LAN connectivity and the configuration of workstations.
  • Help Desk technical support, for MS 2000/2003/2007 Exchange Servers, and Active Directory, Manage Group Policy, unlock accounts, password resets, create distribution list, Group Creation / Administration in a Enterprise Datacenter NOC environment.

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