SUMMARY:

• Hardworking and capable professional with 17 years of extensive experience in the Facilities Management, Healthcare, Retail, e - Commerce and Mail Order domains.
• Skilled in the holistic provision of support for essential services and products. Adept at liaising directly with end-users, including the translation of technical language into easily understood terms.
• Demonstrated ability to work with end-users, colleagues and management at all levels. Seeking a position that will allow for growth
• Troubleshooting t Software Development Lifecycle t Root Cause Analysis t Solutions Advice
• Data Migration t On-Call Support t Technical Incident Management t Cross-Functional Collaboration t Tactical Problem Solving t Communication t Time Management
• Critical Thinking t Requirement Gathering t Testing & Assessment t Order Management
• Ticket Resolution & Escalation t Customer Service t Quality Assurance
• Oracle e-Business Suite (eAM, Purchasing, eProcurement) t MS Dynamics GP t McKesson Pathways (PFM, PMM, HSS) t QuickBooks t Order Management t Warehousing t Kronos

PROFESSIONAL EXPERIENCE:

Confidential, Hudson, OH

Business Systems/Data Analyst

Responsibilities:

• Performed daily user and technical application support of Order Management, Call Center and Warehouse Management modules for mail-order and e-commerce corporation.
• Troubleshooted and resolved user and system problems, researched and documented software bugs and presented to Developers.
• Responsible for Incident ticket updates and resolution.
• Acted as the Subject Matter Expert for users.
• Retrieved, update and verified of data; generated ad-hoc reports per user request.
• Provided monitoring and troubleshooting existing EDI drop ship transactions within VendorNet application.
• Communicated with new vendors, documented new EDI transaction types and processes as well as steps needed for implementing new vendor. Created data mapping and presented to developer for review.
• Responsible for month-end closing procedures for Accounting Department.

Confidential . Brunswick, NJ

Facilities Management Call Center Analyst

Responsibilities:

• Constructed and maintained ad-hoc reports that detail finance, legal and facilities operations for review by executives utilizing Oracle eBS.
• Supported corporate function to improve and document existing and new processes.
• “Hands-on” approach to troubleshoot and resolve issues with existing reports.
• Created and analyzed daily/monthly statistical dashboard for Facilities Management department. Generated and distributed both monthly and yearly scorecard reporting processes using Crystal Report and Oracle.
• Communicated with external and internal teams on designing requirements for new reports and procedures.
• Logged all service calls and daily activity into the ticket monitoring system. Delivered emergent notifications from 900+ Macy’s facilities to senior personnel for follow up.
• Created and updated all Facilities Management procedural and new user manuals.

Confidential, Secaucus, NJ

Application Analyst

Responsibilities:

• Analyzed business operations and processes for new GL, AP, Supply Source and Purchasing modules using McKesson Pathways products.
• Worked closely with Purchasing Department and Supply Vendors to establish the new vendor set up and create the new EDI exchange.
• Effectively and clearly collected business requirements and converted them into specifications for complex IT departmental projects.
• Evaluated and resolved McKesson Financial application issues, including inefficiencies and malfunctions to ensure uninterrupted work performance.
• Worked closely with Kronos application for user support and issue resolution.
• Modified the implemented modules in an effort to continually enhance productivity, including rights changes, new user setup and definition of new roles.
• Monitored daily application interfaces and resolved discrepancies as they arose. Collaborated with the Finance Department to complete monthly closings. Handled regulatory data reporting.
• Assessed and maintained an online clinical dashboard.
• Monitored job log files to ensure immediate error resolution.
• Developed end-user documentation and procedures. Identified problems areas and recommended solutions for improvements.
• Communicated with external vendors and internal teams.
• Successfully established new EDI connectivity; monitored daily EDI post-setup exchanges.
• Effectively handled all production incidents with accuracy and care; offered technical assistance, end-user ticket support and resolution.

Confidential

Business Systems Analyst

Responsibilities:

• Organized, administered and maintained two enterprise systems, MS Dynamics GP (Windows/SQL Server) and the multi-channel Ecometry/Escalate Retail/JDA Commerce Suite (Windows/Oracle).
• Completed User Acceptance testing (UAT) for new patches, upgrades and enhancements. Participated in the review of functional specifications, processes and procedures.
• Monitored user security programs and procedures in accordance with business requirements and remained available to deliver afterhours support as requested.
• Performed an all-inclusive technical analysis and problem resolution; in-depth database investigation to troubleshoot numerous data and system issues.
• Collected and researched data; tracked and reported results. Prepared and maintained project status reports.
• Devised and documented policies and procedures to ensure timely installation of new versions and releases.
• Investigated and analyzed high order volumes. Researched and developed resolutions for errors encountered within the credit card processing system; included matters related to card authorization and billing submission files.
• Closed out AP, GL and Payroll functions at the end of each month and year. Assisted in the IT Department audit.
• Configuration and implementation of a new company within MS Dynamics GP
• Data conversion and data migration from the HP3000 image database legacy system into SQL Server database
• Liaised amongst business, product management and development teams
• Provided support in integrating third party solutions (Ability Commers, VendorNet)
• Led implementation of USPS Commercial Rates; yielded cost savings, allowed for delivery to commercial customers, prevented overpayments and eliminated the need for manual corrections
• Created an automated process to allow business users to view daily and monthly performance reports without technical interventions
• Responsible for implementation POS system, integration, support and communication with centralized corporate systems

Confidential, Delray Beach, FL

Systems Support Analyst

Responsibilities:

• Supported proprietary application software on various operating systems in a multi-channel commerce environment; included testing, modification and maintenance.
• Formulated job streams using database tool to extract or modify data.
• Analyzed and responded to all user issues; maintained timelines, kept client inquiry records and updated the ticket recording system. Served as an effective liaison between application developers and clients.
• Coordinated meetings with client managers to inform them of current progress.