National Mobility Business Analyst Resume Nashville, TN - Hire IT People

PROFESSIONAL EXPERIENCE

Confidential Nashville, TN

National Mobility Business Analyst

Responsibilities:

Lead vendor project work such as data analysis and assist in project and process execution, owning teh coordination of roles and responsibilities as directed.
Teh Team Lead within teh Agile SDLC.
Assist with teh beginning to end life cycle of multiple projects; Website creations, website integration with our company’s intranet, new ticketing systems (Service Now), New mobile device features, etc.
Create user case stories and step - by-step processes to give to vendors detailing what we are looking for.
Present piloted projects and client feedback to leadership to get their feedback and recommendations.
Present recommendations back to vendors to correct and add for completion.
Train other team members.
Experience with data recovery, factory reset of mobile devices.
Create training manuals and documents if needed.
Identify, document & report findings including deviations & non-conforming work.
Provides internal communication regarding vendor issues and applicable regulation changes.
Work with teh departments audited to resolve compliance issues, billing and usage issues and provide recommendations; communicates on status of action resolution.
Report to management, teh issues dat requires attention and seek corrective actions.
Formally document findings.
Perform necessary follow-up which include communicating with auditee(s) on status of action and resolution.
Aid in teh creation of gap analysis to any new/changed regulations.
Handle escalated issues with user’s mobile device accounts, submitted through a ticketing system (Service Now).
Provide customer service in a timely manner through emails, telephone and in person to assist users with their queries.
Educate and guide users with teh correct compliance procedures aligned for teh Deloitte PDA program.
Interact routinely with external vendors through meetings (Skype and in person), wherever required and bring up issues to be addressed by vendors.
Updated documents and training modules routinely within Service Now, SalesForce, and Sharepoint
Used SalesForce as a documenting tool before converting to Service Now.

Confidential Donelson, TN

Technical Support

Responsibilities:

Installed company security software from beginning to end for all Hilton and Hyatt properties in teh United States
Made any updates to any PCs dat needed them (Adobe, IE, Windows)
Scanned for viruses on PCs. Made full documentation and submitted virus contracted PCs to be re-imaged.
Troubleshot any internet, printer, router, and Fax machine issues.
Uninstalled and installed programs by using Run/CMD
Used Salesforce to document all findings, escalate any more extensive issues, and place order or service agreements needed for parts/repair.

Confidential, Nashville, TN

Technical Support

Responsibilities:

Processed investment elections of new employee contributions, daily reconciliation of trust assets to Assist customers with any device orders or upgrades
Calculated to teh penny and explained teh customer’s bill for understanding.
Analyzed account and made suggestions for features and rate plans more around teh customer’s usage trend.
Assisted customers with all varieties of issues dat could come up with a tablet or phone
Advanced troubleshooting for all major phone and tablet companies; iPhone, Android, Blackberry, and Windows
Educated and guided customers on teh correct way of backing up and restoring data using their PC

TECHNICAL SKILLS

Microsoft Office: Word, Excel, Outlook, Power Point, and Publisher

SAP: Main business application dat is used by Deloitte. Used for HR and Expense information.

SalesForce: Ticketing database used at Confidential and Deloitte.

Microsoft Lync: internal messaging system mainly used at Deloitte

CapitalStream: loan base system used to assist customers with inquiries at Suntrust

Sharepoint: Used to share training manuals, reports, etc.

HTML: Used to create teh specific PC interface designs for each hotel with Unigues

IDMS: system used to pull and provide reports for T-Mobile

SQL: Took an extensive basic SQL training with Deloitte. Mainly used when specific data is requested by my leadership.

Service Desk: Ticketing database used with Deloitte, Asurion, and T-Mobile

Remote Suppor: used with Asurion, T-Mobile, Confidential, and Deloitte

ADP: Mainly used at Deloitte for HSA and FSA inquiries. Used at Journeys for W-2 and check stub requests.

Remedy: Older ticketing system used by T-Mobile

JavaScript: Used for Client side behavior for teh website implementation on teh specified Hyatt or Hilton property PCsJava

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National Mobility Business Analyst Resume

Nashville, TN

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