SUMMARY:

• I am a Business Analyst with 10+ years of experience including, but not limited to:
• Process Development and Improvement (10+ years)
• Problem and Change Management (5 years)
• Documentation / Technical Writing (10+ years)
• Testing / Quality Assurance (QA) (10+ years)
• Report Development and Analysis (10+ years)
• T - SQL and VBA (2 years)

TECHNICAL SKILLS:

SKILLS: Business Analysis; Process Development and Improvement; Requirement Gathering; As Is/To Be Comparisons and Documentation; Gap Analysis; Technical Writing; Quality Assurance; Problem and Incident Management; Change Management; Report Design/Development; Report Analysis; ; Database Development; Functional and User Acceptance (manual) Testing; Project Management; T-SQL; VBA

SOFTWARE and SYSTEMS: advanced MS Office (including Word, Excel, PowerPoint, and Outlook); advanced Peregrine ServiceCenter; intermediate MS Access; intermediate VBA; intermediate Crystal Reporting; intermediate Visio; intermediate Remedy; intermediate MS SharePoint; intermediate SQL 2008; intermediate PVCS Tracker; beginning MS SharePoint Designer; beginning Yardi; beginning JIRA

INDUSTRY/ENVIRONMENT EXPERIENCE: Management Consulting; IT (Information Technology); Public Housing; Telecommunications; Energy; Pharmaceutical; Restaurant/Hotel/Hospitality; Executive Search; Call Center; Data Center Operations; Automotive; Jewelry; Classroom

WORK EXPERIENCE:

Confidential, Northbrook, IL

Business Analyst

Responsibilities:

• Served as Release Manager for the ACLAIM application. This included overseeing the release process and ensuring all release artifacts are properly documented and approved according to JSOX laws.
• Prepared monthly Audit Book relating to ACLAIM application support and maintenance.
• Development, automation and maintenance of various reports using MS Excel and VBA.

Confidential, Chicago, IL

Responsibilities:

• Helped a friend set up her business, pro-bono. Tasks included scouting locations, negotiating with property managers, setting up computer system, general maintenance, etc.
• Worked with another friend on her website content.

Confidential, Chicago, IL

Business Analyst

Responsibilities:

• Developed and documented Business Requirements Documents (BRDs) for the web-enablement project. This involved the creation of more than 600 pages of documentation.
• Analyzed hundreds of use cases and wireframes created by overseas System Analysts.
• Performed data model gap analyses involving over 400 hundred tables and over 8,000 database fields.
• Wrote and executed MS SQL test queries (using T-SQL) and performed research and analysis of results and errors. Queries were run against hundreds of tables, with over 4 million records.
• Queries included use of left and right joins, multi-level “case when” statements, derived and temp tables, etc.
• Participated in quality assurance testing of the system including Functional Testing, User Acceptance Testing (UAT), and System Integration Testing (SIT).
• Performed “as is/to be” comparison and documentation on system reports.
• Tested reports created and run in SSRS and tracked results and resolutions.
• Managed, tested and implemented multiple projects relating to legacy system upgrades/enhancements.

Confidential

Business Analyst / Project Consultant

Responsibilities:

• Responsibilities and tasks included:
• Gathering requirements and creation of Business Requirements Documents for multiple projects.
• Development of a SharePoint 2007 library and its supporting, custom-designed workflow for U.S. Cellular. The workflow, created in SharePoint Designer, covered document creation, review, and approval by multiple authors and approvers in one, streamlined process flow.
• Writing and editing of operational documentation for multiple U.S. Cellular data centers.
• Acted as subject matter expert for Sales and Sales Support staff on sales applications and processes at Integrys. The applications included OnContact, Genesis and Quanti.
• Wrote detailed user guides for Sales and Sales Support teams at Integrys. The documentation, developed in MS Word included a User Guide, a Quick Guide and Tip of the Days sent to approximately 50 users daily.
• Designed, developed and tested an Access 2003 database to document and track corporate audit results for Navistar. The database included custom developed tables, queries, forms, reports, macros and VBA coding. The database also interfaced directly and indirectly with MS Word and Outlook.
• Wrote detailed user and administrative guides for the aforementioned Access database at Navistar. The documentation, developed in MS Word and Visio, totaled over 300 pages and included a User Guide, a three-part Administration Guide, a Process Guide and a Quick document.
• Automation of multiple Excel reports via custom-written, VBA macros for the CHA. This automation reduced report production time from an average of 40 hours to 2 hours and increased report accuracy and consistency.
• Helped define and document functional requirements for other key CHA reports.
• Gathered and documented reporting requirements for over 100 reports working in conjunction with the Business Owners of CHAC, Inc.
• Worked with the CHAC report developers to ensure defined requirements were met correctly and on-time.

Confidential, Chicago, IL

Process Developer / Problem Manager / Change Manager

Responsibilities:

• Process Development
• Participated in the development and modification of Problem and Change Management processes and procedures during the Brigadoon Outsourcing project. This project outsourced the management of some 2,000 Accenture servers, and 74 related support personnel, from Accenture to Fidelity Information Services.
• Created “as is” and “to be” process flows relating to the problem management aspect of the aforementioned Brigadoon project.
• Participated in the design of system solutions to meet business and system requirements.
• Provided to new and existing users on problem and change management processes and tool usage.
• Provided on-going product support to end-users and management in the problem and change management tool, Peregrine ServiceCenter.
• Metric Reporting
• Worked directly with Senior Management and Support Management to develop metric reports used for staffing requirements, statistical analysis and capital expenditures. Reports were Crystal- and Excel- based including charts, graphs and pivot tables.
• Developed and analyzed metric reports in order to identify trends, weaknesses and potential areas of improvement for all Data Center Operations. Based on analysis results, provided recommendations to management on ways to change processes and procedures to improve end results.
• Acted as liaison for all Crystal Reporting development for the Chicago Data Center and satellite locations.
• Documentation / Technical Writing
• Created and maintained support documentation for problem and change management processes and tool usage. Documentation included Visio flowcharts, Word and Excel tables, screenshots, and Adobe images.
• Developed and maintained material for end-users and for other trainers (i.e. Train the Trainer documentation).
• Problem Management
• Facilitation of daily Production Review Meetings, which included review of significant problems/incidents and their follow-up action items, and recently completed changes.
• Coordinated and developed Root Cause Analyses for management, as needed.
• Identified problem trends and followed-up on them as needed.
• Change Management
• Acted as second-chair Production Change Manager responsible for the approval and monitoring of system changes affecting client server applications within the Chicago Technology Center.
• Reviewed submitted changes to ensure they had been properly assessed for risk and impact and that proper and sufficient lead-times were adhered to.
• Facilitation of bi-weekly Change Management meetings.
• Project Management, Functional and User Acceptance Testing
• Project Manager for the Chicago Data Center during functional and user acceptance testing of the problem and change management tool upgrade and rollout. Served as the liaison for all Chicago testing including the identification of testers, areas to test and result consolidation and review.
• Was solely responsible for negative testing of the tool and data extrapolation to ensure a stable and fully functional tool.
• Worked closely with the Deployment Testing Manager to identify weak points of the tool, data,, and support documentation.

Business Analyst / Process Specialist / Technical Writer / Database Developer

Responsibilities:

• Project Management
• Supervised team of 5 contractors, over the 4 month project, in the migration of 2000+ documents from one database to another.
• Determined parameters of migration, timeline, budget and identified and tracked milestones.
• Was solely responsible for ensuring that all documentation was migrated thoroughly and accurately.
• Process Improvement and Documentation
• Performed analysis and development of process guidelines and expectations as relates to data center operations and data center problem management.
• On-going maintenance and quality assurance of production process and procedure documentation and support standards in MS Word and Visio.
• Provided on-going of team members on systems and responsibilities.
• Database Development and Metric Reporting
• Designed, developed and maintained Lotus Notes databases including mail-in databases, change request tracking databases, project tracking, calendaring, and full application development databases.
• Designed, developed and maintained MS Access databases used to track and display server data and issue escalation information. Information also used to produce server data reports in Excel.
• Creation of metrics reports, utilizing Excel and Remedy, and analysis of those reports for the Data Center Operations group.

Business Analyst

Responsibilities:

• Creation of production process and procedure documentation including architectural schemas, technical detail information and step-by-step processes including issue resolution.
• On-going maintenance of production process and procedure documentation and support standards.
• Oversaw and conducted user acceptance testing of production procedures.
• Procedural simplification and streamlining to make more cost-effective and to maximize thoroughness and accuracy.