SUMMARY

• SummaryExperienced IT Professional and Business Analyst with exceptional organization, time management, and people skills. Proficiencies include:
• IT Business Analyst/Reporting Analytics. Created reports in partnership with IT Developers, empowering business partners to drive productivity improvements. Developed test scripts, conducted unit tests, documented and resolved discrepancies resulting in zero defects in production.
• Translated business requirements into IT solution design to drive a seamless future system. Leading, training, and motivating project teams. Diagnosing complex problems. Strong organization and follow - through to develop and implement large projects. History of selecting technologies that are appropriate for a corporate environment. Developed Use Cases and UAT to evaluate the success a particular technical activity. Created and deployed complex reporting strategies based on business requirements.
• Developed hour by hour schedules for system implementations and upgrades, Developed workflow applications based on ITIL fundamentals.
• Application support. Software, server, and end-user support. .
• Effective liaison between IT staff and users. Knowledge of systems and network administration with troubleshooting of workflow process, code discrepancies, user interface inaccuracies, security management, and application errors. Creating sandbox environments to develop and test solutions for signoff to production. Create forms, workflow and objects in applications based on user requirements, creating scrip files to promote the changes into production.

TECHNICAL SKILLS

Systems: BMC ITSM Remedy Suite 9.1.3, Remedy Smart Reporting, Oracle 12g, SQL Database, Business Objects Enterprise Server, Windows 2012 server, Windows 10 workstation, Virtual Servers

Software: SQL Developer, Relational Databases, Remedy(Change, Problem, Incident, Asset, CMDB) Smart Reporting yellowfin (Tableau competitor), Remedy Dev Studio, Crystal Reports, Business Intelligence, Domino, Lotus Notes R5-R8.5, LDAP, Lotus IBM Tivoli Configuration Manager, Lotus Developer CRM package, Lotus System Administration Tool, Lotus Development Tool, Blackberry Enterprise Server, SalesForce.com, VMware, MobileIron MDM, MS Office Suite, NetMeeting, Outlook, Exchange, Active Directory, PDM Systems, MRP and ERP Systems, SAP.

PROFESSIONAL EXPERIENCE

Confidential, Buffalo, NY

IT Business Analyst

Responsibilities:

• Document and analyze user and functional requirements, translate into technical requirements and reporting needs.
• Create highly interactive dashboards by using visual insights that replaced legacy reports.
• Responsible for designing and executing Application and Schema objects in a relational database using Smart Reporting.
• Create various Smart Reporting (yellowfin) Crystal/SQL Reports such as monthly reports, SLA reports etc., on demand as well as scheduled reports.
• Produce Ad-Hoc queries and reports as needed along with providing on-going analytical support for these requests with metrics, attributes, relationship filters, and prompts to support reporting
• Configure out-of-the-box and custom Remedy functionality to meetIT/business requirements. Analyze enhancement requests, create use cases, perform testing and document all configuration changes.
• Identify/troubleshoot/resolve application issues including root causes analysis.
• Responsible for the fulfillment of customers process and business requirements within Remedy. Leverage user knowledge to map the business processes and data to the applications, utilizing custom workflow such as forms, active links, active link guides, filters, filter guides, and escalations.
• Document changes proposed to the system while maintaining aconfiguration baseline. All changes are processed through the ITIL Change Management process.
• Develop necessary documentation including SOPs, User Guides, and training material.

Confidential

Senior System Engineer

Responsibilities:

• Coordinated projects for ongoing acquisitions of 300+ users from Exchange to Notes.
• Investigate technical strategies and business needs, achieving cost savings and enhancing system functionality. Presenting the data to CEO and CIO s globally to view the research in a clear and professional manner.
• Worked with the internal attorneys developing an e - discovery process to aid inter-department communications and help in the audit trail for court presentation, if necessary.
• Developed KPI s to report back to the business various IT tasks showing significant cost savings.
• Maintain North American and South American email infrastructure for 5,000 employees; install software, manage network traffic and security, create/manage user accounts, oversee/implement regular system upgrades.
• Instrumental in developing corporate policy and procedures to manage all mobile devices, implemented company-wide.
• Coordinate company policy and procedures on wireless device management for all North American and South American employees.
• Architected the Mobile Device Server environment. Created Use Cases, Proof of Concepts, IT policies, implemented the Blackberry Monitoring service, and created training materials for end users.
• Developed comprehensive Help Desk training material and FAQ knowledgebase. Trained help desk staff on all Lotus-related issues to enable them to meet their service level agreements.

System Administrator

Confidential, Rochester, NY

Responsibilities:

• Lotus Notes Administrator working on a vast number of projects, including moving from R5 to a Domino 6 environment, implementing Inotes for web - only access, configuring anti-spam features, migrating Sametime into new corporate infrastructure, developing knowledgebases and training sessions for staff.
• Monitored system performance, including replication, mail routing, calendaring, scheduling, Sametime and trend analysis. Managed user IDs, revised Name and Address Books, provided help desk support.
• Defined communications strategies, recommended groupware solutions, designed and tuned system architecture.
• Help Desk Manager/Team Leader, The Sutherland Group Ltd., Rochester, NY, 1996-2000
• Promoted from Help Desk Representative to Team Leader, and Help Desk Manager.
• Hired, coached, and assisted help desk engineers.
• Interfaced directly with clients and other service providers to resolve a range of problems.
• Ensured adherence to procedures and processes.
• Maintain project records of team performance; extensive use of Access and Vantive databases; created graphs and charts for clients.