SUMMARY:

• High performance IT Operations leader responsible for managing all aspects of production systems for global blue chip clients.
• Strengths include overseeing real - time production on multiple marketing database systems, facilitating team meetings between multiple stakeholders, complex problem solving, and developing best practices for client operations.
• Maintain daily operations including problem resolution, break fix, assisting across Customer Support teams and providing liaison / escalation support with support vendors
• Works with Database Administrators and IT Operations to resolve technical issues and identify optimal solutions.
• Working with a large amount of data & figures to add value by analyzing a variety of data sources
• Review project deliverables and project tracking
• Business and technical requirement in analysis, elicitation, verification and methodology development
• Migration of desktop and operating systems experience. Windows 7 & Windows 10
• Service Now ticketing system Administrator experience
• Salesforce ticketing system Administrator experience
• Create reports and maintain across all teams
• Provide support & training for users
• Clean and manage data and systems
• Experience in ensuring desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers and administrative systems.
• All aspects of Microsoft Office
• Excel - pivot tables, Macros, some formula writing
• Business & IT systems Analyst.
• Power BI Dashboard creation Administrator
• Supplier relationship management: working with various IT suppliers and validating their service levels.
• Pulling data from servicenow, footprints and other tools and manipulating the data in Excel.
• SDLC experience
• ERP Processes Experience
• ADHOC File creation
• Vendor Relations

PROFESSIONAL EXPERIENCE:

Business Analyst

Confidential, Canton, MA

Responsibilities:

• Perform complex business and systems analysis work; conduct requirements gathering/analysis via information gathering sessions with business users and technical staff.
• Develop supporting process flows.
• Analyze existing business processes and recommend process improvements.
• Build and implement new solutions in Microsoft Dynamics AX
• Create and manage workflows in AX as they pertain to business processes
• Design and implement integrations between AX and external systems
• Assist business team in the creation of requirements documentation that can include use cases, process flows, and system interface diagrams
• Communicate with business users on the status of enhancements and projects

Business Systems Analyst

Confidential, Marlbora, MA

Responsibilities:

• Develop documentation & processes to determine requirements & processes
• Working with a large amount of data & figures to add value by analyzing a variety of data sources
• Review project deliverables and project tracking
• Knowledge of ITIL processes & configuration
• Involved in Change Management/Change Request processes
• Facilitate UAT processes
• Agile working environment knowledge
• Maintain health & resources of Servers
• Point of contact for ALL escalation processes
• Business and technical requirement in analysis, elicitation, verification and methodology development
• Implement comprehensive management plan according to specifications received
• Develop test cases to determine if processes are relevant
• Designs, develops, maintains and supports the FootPrints application environment.
• Works with users and project managers to implement different business needs for ticketing systems and assists with application testing and user training.
• Maintains and monitors the FootPrints application’s server environment.
• Configure SLA processes
• Project Management Skills
• On Call Processes
• Office 365 experience
• Assesses all performance-related issues with the FootPrints application.
• Works with users to define and work toward a resolution for problems with the application.
• Works with Database Administrators and IT Operations to resolve technical issues and identify optimal solutions.
• Working closely with the external vendors to gather knowledge

Confidential, Boston, MA

Senior Operations Administrator

Responsibilities:

• Designing, and controlling the process of production and redesigning business operations in the production of goods and/or services. Responsible for ensuring those business operations are efficient in terms of using as few resources as needed, and effective in terms of meeting customer requirements.
• Successfully troubleshot to ensure tasks were done within clients’ deadlines, while handling confidential data in multiple campaigns to be processed through some of the many servers on any particular client in a fast-paced environment
• Coordinated batch scripts, the execution and analysis of campaigns on Alterian studio and Siebel, retrieved data, and implemented various SQL and DML statements
• Perform daily quality control to ensure that database updates were performed accurately
• Performed QA for early detection of potential issues for several of our clients’ servers including: Merrill Lynch, Pfizer, HP and Iron Mountain
• Deep experience in many common office applications, ETL Tools, File Transfer tools, Help Desk tools, and Database servers such as: Windows XP; Microsoft Office XP; Microsoft SQL Server 2000 & 2005 & 2008; Adobe Acrobat, etc. I have also managed and performed OS and application software installations, hot fixes, upgrades and operation
• Organized and detail oriented individual who can oversee the functions of our company
• Oversee and enhance standard processes, with an initial emphasis on data file input, troubleshooting and database maintenance working closely with IT
• Manage the end-to-end process of member communications from request to production and act as the primary interface between cross-functional stakeholders
• Knowledgeable in Microsoft office applications who can read, analyze and interpret general business periodicals and can prepare general reports as needed.
• Provides proactive production servicing to account team based on experience and communicate management of same to account team(s). Manages quality assurance of input and output feeds and communicates issue(s) and solution(s) to account team
• Creates and maintains documentation of production schedules, file layouts, production account team in support of process efficiency improvements.