Business Analyst Resume Profile

Professional Experience

Confidential

Consultant

While serving as the Austin Representative for Dallas based Diem Technologies, worked on major roll out for high profile client TopGolf. Using ITIL skills and Managed Services experience drew up SOP's for the Helpdesk within an ITIL framework for contract support. Created processes for the Diem Warehousing location. Conducted ongoing training of Support Staff. Worked on several spec projects for potential Diem clients.

Confidential

Delivery Management Senior Analyst/Business Continuity Account Manager/Business Analyst

Responsibilities: Delivery Management Senior Analyst

As a member of a five-person team supporting more than 60 high-level Dell Managed Services customers:
Assessed initial cases and engaged, directed, and monitored the proper support teams.
Took ownership of issues and followed them through to resolution, contributing to the successful execution of the solutions delivery process.
Reported status of cases to Customer Management and Dell Management, serving as the conduit between IT and Business.
Prepared Root Cause Analysis reports to present to Senior Customer Management.
Performed Gap analysis to identify unmet Business requirements, including procedures, policies, processes and workflows.
Wrote and edited test information using Dell IT templates.
Assessed the Business Impact of Emergency Change Requests.
Collaborated on Post-Implementation Review of Changes.
Years of experience with Remedy Trouble Ticketing System.
Supported customer use of Dell proprietary applications, including: Data Direct, and CFI/Image Direct.
Supported the Dell Global Command Center with high-visibility, same-day dispatches which require rapid multitasking under high pressure, due to the large potential revenue loss and negative customer impact.
In charge of training Team members in Geographically Dispersed locations.

Business Continuity Account Manager

Interviewed and worked with Service Desk Management to create, develop, implement, test, and improve Business Continuity. Worked successfully across IT workgroups on critical IT Service Management program improvements. Developing plans for the maximization of IT process and procedures efficiency and effectiveness.
Performed regular BCP tests including: Call Tree, Cold and Hot Tests.
Proactively worked with Service Desk Team to ensure procedure documentation remained available to and easily understood by all necessary Team members.
Wrote Internal Outage Reports for my Clients following Major Outages.

Prepared Business Impact Analysis.

Worked across IT Groups, eliciting input, agreement and ultimately sign-off on Service Improvements.
Analyzed and corrected deficiencies in processes and procedures. Worked with Subject Matter Experts and Project Managers to tailor the interaction between User and Process. In keeping with ISO, findings were documented, versioned, and published in designated repositories. Issues included Technical Systems, Procedures, and Workflows. Test results, procedures, and processes were all created within the confines of Dell's technical style guide and best practices. Coordinated with assigned workgroups points-of-contract in development, revision, and approval cycle.
Accomplishments: Regularly saved Dell thousands of dollars in revenue due to missed SLA's. Received a performance award for leading my Team during a Critical Outage affecting all Major Accounts in India. Achieved ITILv3 Foundations Certification.

Confidential

Incident Manager

Responsibilities: Services Production Support at Dell

Worked as part of a five person Incident Management Team, Triaging IT and serving as the conduit between Business and IT in an ITIL Framework. Managed multiple High Priority issues concurrently, including multiple Technical and Business bridges.
Interviewed Business to perform Gap Analysis between Business Requirements and the support offered by IT Teams.
Accomplishments: Achieved two Training Awards and a Performance Award for Outstanding Service.

Confidential

Owner

Responsibilities: Computer/Network Repair, installation and consulting.
Accomplishments: Completed several contract jobs for Enterprise Rent-a-Car, Best Buy and Diem Technologies.

Confidential

Tech Support

Responsibilities:

Four years' tech support experience at Unisys Corporation troubleshooting cross-platform network issues including network connectivity, remote access, SAP, all versions of Microsoft Office and proprietary software
Supported multiple clients including LAM Semiconductor, 3M, and the City of Chicago Police Department.
Accomplishments: Promoted to Lead. Received a high-level training award and two perfect attendance awards.

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