SUMMARY

• Very experienced in business process analysis from elicitation to solution definition to solution implementation with a continuous improvement philosophy while staying engaged with senior management and cross functional teams.
• Experienced in requirements gathering, Risk Analysis/Mitigation definition and GAP analysis.
• Experienced in Use Case and User Story creation as well as all wire framing and mockups.
• Excellent facilitation skills in conducting business process mapping sessions and improvement, walkthroughs, surveys, interviews, brainstorming, Focus Groups and Interviews.
• Excellent written and verbal communication skills with the ability to negotiate with stakeholders, IT staff and other departments to get consensus, buy - in, and keep projects moving.
• Comfortable working independently as well as proactively and effectively within a team.
• Passionate and enthusiastic about problem solving with solid attention to detail.
• Self motivated with a genuine desire and ability to learn new skills quickly.
• Highly resourceful with an extraordinary level of initiative.
• Ability to adapt and quickly adjust to change in a fast-paced environment.

PROFESSIONAL EXPERIENCE

Confidential

Business Analyst/Project Manager/IT Infrastructure Admin

Responsibilities:

• After eliciting as-is internal processes, I scoped, located, learned, trained all users on, then implemented MS Office and MS Teams as a replacement solution for Basecamp, GoToMeeting, and Google Drive. The result being a dramatic increase in the coordination and communication abilities of this remote only company.
• Implemented standard Project Management procedures.
• Implemented standard IT Helpdesk procedures.
• Implemented disaster recovery solution across all systems.
• Worked with several departments on the creation, rollout and support of three "retail" medical staff recruiting websites
• Scoped, located, implemented and trained affected employees on a CRM system for the company (Pipedrive).
• Created the company’s first Organization Chart.
• Elicited, documented and streamlined many internal business processes.
• Implemented a company knowledge base system.
• Scoped and designed a companywide task management system with off the shelf SaaS solutions.
• Implemented a SaaS scheduling system for recruiter interviews (Acuity Scheduling)
• Responded to high employee turnover, fines being incurred from state entities due to incorrect data entry, and slow processing of customer applications and agent commissions payment by designing a complex web based application that allowed the 8000 independent field agents to digitally submit applications with zero errors directly into the company policy management system. In the Insurance industry this system is referred to as Straight Through Processing.
• To create a high level of application accuracy I designed, and had developed, a system whereby unique pricing schedules from over 500 vendors could be entered, compiled and output to the Straight Through Processing with restrictions for which agent saw which pricelist. This was system was original and unique to this industry and considered a “Holy Grail”.
• Designed, and led development on, a custom Agent Business Intelligence portal where agents could view statistics, monitor statuses of pending applications, receive training, download custom materials and be given coaching and feedback from internal staff.
• Upon placement, completely rebuilt the company IT infrastructure from the ground up and implemented a Best In Class disaster recovery solution.

Confidential

Business Systems Analyst/IT Consultant (25 Client Customers)

Responsibilities:

• Conducted one-on-one requirement gathering sessions with client company owners, analyzed and inventoried existing IT infrastructure, and researched existing 3rd party vendors, to determine the specific IT hardware and Microsoft software solutions for each client.
• Determined technical investment requirements and solutions by discerning system needs, conducting comparative cost analysis, sourcing reputable vendors and guided customer through purchasing process.
• Implemented and installed all aspects of the system solution. Migrated all company data, trained employees on new systems and procedures, and implemented a rock solid disaster recovery solution.
• Negotiated service contract with each client to maintain and service all further technical needs.

Confidential

Technical Support Analyst

Responsibilities:

• Led the IT department on full infrastructure migration from Novell network to MS Windows Domain model with centralized management and backup solution for all company data.
• Identified and isolated capability gaps in company data integrity, significantly reducing potential loss of data and improving productivity within the company’s current state IT infrastructure.
• Gathered requirements of stakeholders, completed risk assessment and cost benefit analysis. Demonstrated solution to C-level executives resulting in buy-in and funding.

Confidential

Technical Support Analyst

Responsibilities:

• At the request of the company CEO, performed functional analysis on a department that had been hemorrhaging money due to fines incurred by Federal Agencies due to not meeting deadlines. Went on to source, migrate data, and install the solution for the department resulting in an immediate boost in morale and productivity.
• Performed software analysis, inventoried all PCs, engineered baseline desktop image, and coordinated the move of all 250 workstations with all levels of the organization for the highest profile department in the company. Then as the leader of a hand-picked team, reinstalled all machines over a weekend with zero downtime next business day. My contract with TekSystems was bought out as a result and I became a fulltime employee of FHHLC.
• Discovered a capability gap in and around AS400 mainframe print capability. Performed analysis of this system and became the Enterprise SME for this vital function until handing off to Network OS Dept.

TECHNICAL SKILLS

• Business Analysis
• Business Process Documentation
• Business Process Improvement
• Project Management
• All Windows Desktop Operating Systems ever
• MS Exchange
• MS Office Suite (All Versions)
• Office 365 Administration
• MS Visio
• MS Teams
• MS Project
• Windows Server Administration
• Desktop Support
• Active Directory
• Group Policy
• Remote Desktop Services
• G Suite Administration
• Kaseya
• Barracuda Systems
• ConnectWise
• Sisense BI
• MS Power BI
• Knowledge of HTML, CSS, PHP, MySQL
• Networking Wireless and Ethernet
• Adobe Lightroom and Photoshop
• Airtable
• Pipedrive CRM
• Quick Base
• Wrike
• Zapier
• SmartSheet
• UX/UI design
• Agile
• Scrum
• SDLC