We provide IT Staff Augmentation Services!

Business Process Analyst Resume Profile

Summary

Dedicated IT Business Analyst with experience in high level projects in a fast paced environment. Detail oriented work style proven to be helpful with increasing productivity while handling multiple tasks. Recognized for effective communication skills with all levels of employees in the organization, both written and verbal. Self motivated to learn and implement processes, procedures, and projects. Background working with all levels of business, to effectively lead a team to excellence. Always approachable with a genuine, courteous, and professional disposition.

Platforms

  • Microsoft Office: Outlook, Word, Excel, Power Point, Visio 2010/2013
  • System Center Configuration Manager SCCM 2012
  • Action Request Systems Remedy-BMC/Remedy-ViaTIL
  • Microsoft Office SharePoint Services
  • Microsoft Windows XP/7/8 Client and Server OS
  • Altiris Deployment Console/Notification Server
  • Active Directory
  • Winterms HP/WYSE
  • McAfee Safeboot Encryption
  • Adobe Creative Suite
  • Symantec Anti-Virus 10 / Symantec Endpoint Protection 11
  • Cisco Call Manager
  • Mobile Devices iOS/Android - Mobile Work MobileIron Client/Server

Professional Experience

Confidential

IT Business Analyst

Business Process Analysis

  • Identify gaps in current processes gap analysis
  • Learn business functions and create processes where there are none
  • Work with SWAT team to resolve site stability issues
  • Document current state and predict desired outcome
  • Identify ownership and accountability of processes

Confidential

IT Business Analyst / Technical SME

  • End-to-end requirements gathering and testing of Windows 7 applications
  • Technical SME for Windows 7 migration project application functionality, Windows 7 configuration and design
  • Work from Remedy queue of assigned tickets and applications
  • Install and test Windows 7 based applications on virtual machine
  • Contact with end user to ensure installation and configuration
  • Quality assurance testing with end user
  • Communication with SCCM packaging team
  • Additional QA testing of package within SCCM 2012

Confidential

IT Business Analyst / Technical SME

  • Application testing for Windows 7 migration
  • Work based on priority of business unit needs
  • Install applications on virtual or physical test machine
  • UAT and quality assurance testing of software functionality and packaging
  • Configure installation or post-install per the business unit's requirements
  • Mentor other team members and help drive successful migration
  • Identify any needed dependencies
  • Verify functionality in Windows 7 64-bit environment
  • Document installation and configuration instructions in specification document
  • Identify Active Directory security groups
  • Contact with application owners for issues or configurations
  • Contact with application vendors for version specifications and special installation instructions

Confidential

Business Analyst

  • Governance/Escalations/Approvals
  • Governed approvals companywide for exceptions, within TGRC standards
  • Collaborated with support groups to determine hardware, software, operating system, and peripheral standards within North America
  • Partnered with purchasing and vendors to keep global business units using the most current printers, drivers, and print servers
  • Reviewed and approve/deny non approved hardware and software requests
  • Partnered with the service desk levels to review time materials and non-warranty related hardware requests and approvals
  • Managed Print Lead
  • Evaluated new printer models from HP and Canon, test printers, drivers, and software compatibility
  • Worked with vendors and suppliers the develop a managed print service for North America HP, Canon USA, Loffler - Uniflow
  • User Support
  • Supported hardware, software, Cisco IP phones, Blackberry, iPhone, iPad, printers, and networks
  • Participated in a rotational on-call to provide after-hours service to end users
  • Hands on training with executives for new technology, lifecycle equipment, assist with software, hardware, and operating system upgrades Windows XP to Windows 7
  • Specialized desk side migration, installation, upgrade, troubleshooting for company executives
  • Worked with sensitive and confidential information on user's desks, and confidential data on their computer, Blackberry, and email

Confidential

  • Submitted projects through the Cargill project intake process
  • Determined audience and plan for pilot and production deployment groups
  • Quality assurance testing of software functionality and environmental variables
  • Created cost estimate and determine deadline
  • Created installation documentation and screen shots to send to packaging team
  • Tested package installation with requester
  • Coordinated with software deployment team in India to schedule pilot and production deployment phases, and reports.
  • Coordinated with end users and team lead's to submit new projects new software packaging, software updates, hardware requirements

Confidential

  • Technical team lead for the dedicated support staff of 5
  • Streamlined the support model for a start-up business unit
  • Created custom assignment scripts for the first level help desk
  • Trained the help desk on new call volume management
  • Created custom Remedy templates for different types of hardware orders
  • Created custom SQL reports to notify the client of team metrics
  • Determined hardware needs for the business unit and proposed to the project manager
  • Trained the support staff on processes, procedures and ticket handling
  • Coordinated with server teams to move user's data to Minneapolis servers
  • Created documentation for the business unit for training, processes, and procedures
  • Maintained Excel spreadsheets of all hardware deployments, and software deployment collections

Confidential

  • Created a documentation template that was approved by EDS/Cargill for use on the project
  • Converted all existing documentation into One Point Lessons
  • Updated documents that were out of date, or had version updates
  • Used SnagIt and Photoshop to create step-by-step screenshot instructions
  • Created a SharePoint 2007 site and document library as the online knowledge base
  • Participated in Continuous Improvement events to streamline processes.

Hire Now