Career Overview

Served in United States Coast Guard and recognized for superior performance of duties. Seasoned and highly motivated professional with experience in healthcare and government industries. Solid data analytical thinking and customer service focused. Self driven, easily adapt to work environment and business culture. Energetic, personable, and desire continued IT growth opportunity.

Professional Experience

Confidential

Business Analyst

• Responsible for day to day reporting, and ad-hoc reports on the fly.
• Work with business unit to interpret business application functional issues.
• Chaired weekly Change Control Board and represent business unit for bi-weekly IT Sprints releases.
• Provide business application support to end user community and manage user account accesses.
• Perform business applications unit testing.

Confidential

Business Analyst Associate

• Led team of 5 developers for contract assignment.
• Work closed with development team to define client business requirements.
• Collaborate with business client for business requirements and bugs findings and definitions.
• Document application functional Standing Operating Procedures changes as required for client end-user community.

Confidential

Change Management/Project Analyst

• Perform detail analysis for business, infrastructure and systems application changes, compile Change Configuration Management reporting, execute change management audits, manage Share Point repository for all change and configuration management items.
• Firm knowledge in support of Windows XP desktop, infrastructure, networking, MS Office Suites, SAP Siebel functional usage.
• Strong knowledge using ITIL v.3 framework for Service Desk Incident management, Asset management, Change management with BMC Service Desk Express.
• Perform change request initial analysis to ensure adherence to policy and procedures.
• Identify potential people-side risks and anticipated points of resistance, and develop specific plans to mitigate or address the concerns.
• Work with change request owners to resolve potential issues.
• Follow-up with Change Advisory Board for implementation of changes to include risk and business continuity.
• Compile Change Management reports to high level managers.
• Facilitate, manage, and follow-up with weekly team meetings for all levels of change management request.
• Work with project teams to integrate change management activities into the overall project plan to include testing and regression testing
• Managed small project plans and met with key players in developing pre-work, work breakdown schedules, identifying key milestones, and complete lunch and learn session with key players.
• Asset Management Analyst
• Accurately maintain physical assets and database inventory records for all assets in area of responsibility.
• Prepare quarterly and Adhoc reporting of assets to project owner and management.
• Identify and manage Configuration Items based on project requirements.
• Service Desk Infrastructure Analyst Lead
• Managed Service Desk Support team for Systems Operations group.
• Led and implemented new ticket tracking priority system according to ITIL Framework.
• Prepare and analyze complex weekly monthly Metrics reports charts of Service Desk activities.
• Identify potential tier I and II system, application, network problems, and escalate for speedy resolution.
• Lead tester for BMC ticketing system implementation.
• Document all Service Desk Operation reporting processes.

Confidential

Business Analyst II

• Served as a liaison between technology support team, and other functional teams for software releases and or enhancements.
• Perform various levels of testing, regression testing throughout SDLC and the delivery of quality application based on business requirement and new technology.
• Provide daily support for operational issues with application software in area of responsibility.
• Senior IT Service Desk Lead
• Led IT Service Desk team supporting over 7,000 employees.
• Delivered tier II technical support for computer hardware, software, networking, and operating systems including desktop and laptop computers, PDAs, scanners, printers, modems, and web-based applications.
• Coordinated efforts between PC technicians and IT Service Desk Analysts in resolving issues.
• Served as liaison between departmental end users and various IT technical personnel, assisting with sustainment and operation of various application software, operating systems, hardware, and databases.
• Performed testing and evaluation of application software, operating systems, hardware, and databases.

Confidential

Military Service

• Receive, record, and prioritize calls for dispatch of rescue resources. Responsible for receiving, processing, routing, and transmitting classified and unclassified message traffic on landline communications circuits.
• Served at a busy search and rescue communications center.
• Served as boat crew member during search and rescue, law enforcement, and marine environmental protection operations.
• Basic training. Six months telecommunications training.
• Held Secret Clearance and honorable discharge.