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Sr. Business Analyst Resume

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Atlanta, GA

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Sr. Business Analyst

Responsibilities:

  • Provide Project Management/ Business Analyst support for Infinity QS Project for Confidential bottling sites and for Delta Airlines on the Cybersecurity Team.
  • Expert proficiency in MS Office Word, Excel, PowerPoint and Sharepoint applications.
  • Analyzed cloud computing technologies, business drivers, and emerging cloud computing trends that could be developed to support business needs.
  • Perform trending analysis using ServiceNow to identify high volume incidents.
  • Develop business requirements framework for project.
  • Conduct training and support on mobile devices, set up VPN, DHCP, DNS, remote access, VMware and service accounts in Active Directory
  • Conduct analysis, requirements elicitation and develop infrastructure deployment /travel schedule.
  • Prepare site for Pre - Work and Go-Live implementations.
  • Maintain product backlog and technical support tasks.
  • Analyze deployment issues and risks and provide mitigation as required to stay on schedule.
  • Involved in reviewing current equipment requirements and provide hardware solution for sites.
  • Ensure timely delivery of project deliverables, performed UAT testing and prepared reports for presentation to executive management team.
  • Organize and facilitate staff meeting and ensure that Change Management processes were followed for implementation of new initiatives.
  • Organize project team meetings.
  • Preparation of cost benefits analysis for new technical initiatives being proposed.
  • Practice Agile methodology for project delivery.

Business Analyst Consultant

Confidential, DC

Responsibilities:

  • Facilitate and coordinate JAD sessions for IT web development projects and MDM Pricing Hierarchy.
  • Developed work flow processes for Global PeopleSoft deployment.
  • Perform baseline business analysis by analyzing metrics, organizational structure, resources, core work activities, existing documentation and supporting technology related to business processes.
  • Perform model driven analysis to map and analyze existing/to-be processes
  • Identify and document areas of potential business risks and communicate these appropriately.
  • Utilized technical expertise to support the software solutions into Cloud Computing Market.
  • Analyze the data from the various data sources and identify any new data elements to be added.
  • Identify and document areas of potential business risks and communicate these appropriately.
  • Demonstrate the ability to capture, define, analyze and translate functional and non-functional business requirements into activity diagrams, system use cases
  • Managed project documentation and project plan using ClearCase/ClearQuest, SourceSafe MS Project and MS Office Word and Excel.
  • Daily use of standard project management processes, call center technology tools and methodologies.
  • Manage all phases of project: initiating, planning, development, testing, executing,.
  • Manage daily project team meetings and scope of project.
  • Provide effective communications to stakeholders on project status, issues and cost benefits.
  • Assist in business process design as related to development of new software.
  • Ensure timely delivery of progress reports, proposals, documentation and presentations.
  • Manage project team activities using PMI Best Practices methodologies.
  • Mitigate project risks and issues to ensure success of project.
  • Responsible for management of ITIL Service Desk and Change/Release Management
  • Reviewed documented incidents for Lawson Systems in Remedy and ServiceNow and
  • Updated information from incidents in ServiceNow into the Knowledge-base for reference
  • Development of plans for resolution of Problem Management cases.
  • Review of Change Management tickets to determine readiness for change implementation.

Confidential, Chattanooga, TN

IT Program Chair/Professor

Responsibilities:

  • Collaborate wif members of department in development and maintenance of longer term vision for department academic programs and activities consistent wif Colege mission, vision, opportunities, and challenges.
  • Ensures participation of department faculty in developing, evaluating and maintaining the curriculum in accordance wif Colege policy and external requirements.
  • Assists the Dean in addressing student and faculty concerns:
  • Serves as Chair of Screening Committees for departmental recruitments for faculty and staff.
  • Recruits, reviews credentials, and recommends hires for adjunct faculty.
  • Convene and facilitate department meetings, including delegating additional duties to department members as appropriate.
  • Facilitates and coordinates faculty activities related to academic policies, contractual requirements for workload, personnel policies, faculty development and evaluation, and planning, assessment, and accreditation.
  • Actively support development and maintenance of business relationships.
  • Promotes teaching excellence, professional development, and service to the Colege and community.
  • Conducts the annual and periodic performance evaluations for faculty.
  • Teach classes in Active Directory, DHCP, DNS, TCP/IP, Computer Structure and Logic and MS Office.

Confidential, Chattanooga, TN

IT Service Delivery /Change Management

Responsibilities:

  • Provided project management support to deploy Help Desk IVR applications and installation of robotics in automobile manufacturing plant facility.
  • Responsible for review and re-design of PeopleSoft HR business processes and HRIS implementation.
  • Responsible for managing installation and support of Avaya telephony in call center and VPN access wifin the SOA environment.
  • Responsible for support of JAVA based web applications in production.
  • Responsible for presentation of performance reports based on call center statistics in ServiceNow.
  • Responsible for facilitating JAD sessions, gathering user requirements using interviews, document analysis, requirements workshops, job shadowing, call monitoring and surveys.
  • Used Agile methodologies for project management.
  • Effectively established new and managed existing technology vendor services providers that support Business Intelligence and the Data Warehouse projects.
  • Extensive experience in the provision of services deliverables against contractual SLA's and KPIs.
  • Experienced in standard ITIL-based service management methodologies, especially relating to Incident Management, Problem Management, Configuration Management, Change Management and Release Management.
  • Produced formal project documentation, updated configuration management database, Statements of Work, formal Work Instructions, proposals and financial reports relating to project.
  • Preparation of metrics for presentation to executive team on actual SLA, KPI and operational statistics of technical call center using ServiceNow.
  • Preparation of business requirements documents (BRDs), system requirements specifications (SRS), system design specifications (SDS), use case diagrams, UAT testing, functional specifications and defining project plans.
  • Determination of Root Cause Analysis for high priority incidents.
  • Preparation of cost benefit gained from new implementation of SOA technologies.
  • Management of Windows and Unix servers, updated JAVA for web- based applications, troubleshooting for IIS, Apache, ColdFusion and CAD applications
  • Delivered complex business solutions to diverse user communities and ensured that correct Change Management procedures were used to introduce changes to the environment.

Confidential, Dallas, TX

Project Coordinator

Responsibilities:

  • Build and maintain strong relationships wif customers and airport agents to facilitate support and gain understanding of airline operations and issues of airport operations and reservation call centers.
  • Ensured updates were received from arrival/departure control systems to reflect current status.
  • Worked wif project stakeholders, SMEs and staff to understand the requirements specifications and cost benefits for new applications, along wif process re-engineering for improved efficiency
  • Preparation of business requirements documents (BRDs), system requirements specifications (SRS), system design specifications (SDS), functional specifications and defining IT project plans for e-commerce and baggage claims system development projects.
  • Responsible for leading Change Advisory Board sessions and establishing execution of Change process for approved changes.
  • Manages an ETL developer team responsible for maintaining the Data Warehouse translation layer, implementing new solutions, report development and data delivery.
  • Performed user acceptance testing of development initiatives.
  • Maintain existing call center and flight operations systems.
  • Preparation of use case development, business and data analytics for system implementations.
  • Provided support in process optimization and infrastructure change implementations
  • Performed gap analysis, risk analysis and cost/benefit analysis for all assigned projects.
  • Responsible for JAD facilitation. Gathered, synthesized and prioritized requirements using interviews, document analysis, requirements workshops, site visits and surveys.
  • Conducted User Acceptance Testing and verified performance, reliability and fault tolerance issues.
  • Responsible for tracking project tasks and status updates for active data warehouse projects.
  • Reviewed impending business issues that has a direct impact on the application systems assigned and provide an assessment of the impact, scheduling considerations and other information required for a complete business case.
  • Developed ad hoc queries in Oracle and MS SQL to develop reports on flight operations, customer/passenger data and crew scheduling
  • Responsible for migration of airport performance reports from Mosaic to COGNOS
  • Provided excellent customer service to measure customer feedback and identify opportunity for improvements to company ecommerce products.
  • Delivered complex business solutions to diverse user communities.

Confidential, NC

E-Commerce Business Analyst/ Change Management SME

Responsibilities:

  • Responsible for implementation of framework of ITIL Service Desk and Change/Release Management processes on several government contracts, travel reservations for Amtrak, retail accounts for Federated and other e-business commercial sectors into the SOA environment of End User Services of IBM Global Services.
  • Developed and provided Change Management strategy, plan and implementation of Change processes to various accounts wifin End User Services.
  • Leads team of customer-facing consulting professionals that promote Business Intelligence product adoption and provide ongoing education about usage of BI-related tools, Data Warehouse products and services.
  • Responsible for leading change / release management activities for End User Services and e-Business accounts.
  • Managed Cisco Call Manager, VPN and VOIP installations for the Cisco Systems account as well as provided support for healthcare, insurance, pharmaceuticals and retail industries accounts.
  • Performed (QTMs) call tele-monitoring and provided feedback to agents.
  • Provided performance review and mentoring sessions to project team scoring below standard.
  • Performed data analysis using various business intelligence tools such as, Business Objects, Oracle SQL Hyperion Brio, MS SQL queries and COGNOS.
  • Prepared monthly financial and operational status reports for the Global Resource Program team for migration of account data to Team India datacenter.
  • Facilitated JAD sessions for the development of support applications.
  • Prepared operations performance reports using Cognos Report Writer and posted reports in the management Sharepoint site.
  • Defined project scope for customer accounts and ensured that business requirements were met as agreed in SOW.
  • Responsible for account compliance to IBM QMS methodologies, security standards and audits,
  • Re-design of support processes for critical business systems which will realize a cost benefit after implementation of Lawson.
  • Provided software development support for applications by documenting and defining application requirements and preparation of use case diagrams. Practiced Agile and Waterfall methodologies for project initiatives in IBM Global Services.
  • Managed data migration, software release management and testing for data validity.
  • Identified and minimized project risks and issues.
  • Provided software development support: ID Admin in SAP 6.4, Operations Support (BMC Patrol, Tivoli monitoring, Remote ID support), Active Directory, LDAP and desktop support troubleshooting documentation.
  • Ensured customer satisfaction by developing customer surveys and communications.

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