BUSINESS ANALYST Resume Profile, MI - Hire IT People

BUSINESS ANALYST / PROJECT LEADER

Concentrated experience managing multiple vendors, building client relationships and ensuring customer satisfaction. Proven track record in Tier 1 through Tier 3 resolution of application and technical problems. Demonstrated interpersonal expertise in vendor management and relationship building at all levels of organization. Excellent ability to assimilate and apply new knowledge. Strong communication skills when dealing with multi-vendor environments.

Technical Problem Resolution
Situation and Needs Analysis
Customer Relationship Building
Multi-disciplinary Coordination
Vendor Management
Technical Communications
Technology Launch and Assimilation
Data and Report Management

Professional Summary:

Integrates technical knowledge and business understanding using excellent written spoken communications with call center management to create solutions for HP and their customers
Works as part of a team virtual, global, and multi-functional seen as a resource to the team within area of expertise, but resolves most technical incidents independently
Managed Ally Telecom related projects installing and programming new PBXs at Ally formerly GMAC branch locations. Managed multiple vendors on projects as well.
Set up Toll Free Numbers for call centers, including designing and writing menu call flows routing to multiple options and set up agents configured in queues for the various menu options
Updates phone, agent and menu configurations as business requirements change and provides ongoing support
Incident and MAC ticket management
Order, track and manage circuit installations with ongoing support

Professional Experience:

Confidential

Service Delivery Consultant

Proactively and reactively provided solutions to prevent technical and deliver issues
Managed multiple vendors on complex projects to successful completion and to ensure customer satisfaction
Supported Ally Financial Telecom Call Center activities using Avaya CM/ASA CMS

Set up Toll Free Numbers for Call Centers, including designing and writing menu call flows routing to multiple options and set up agents configured in queues
Created CMS login ID's and resetting passwords in Avaya's Dialer software
Configured and troubleshoot Avaya One-X VoIP phone issues
Managed MAC and Incident tickets in Avaya PBX / CM CMS systems
o Researched reports and communicated to managers the historical and real-time ACD data
Successfully used ServiceNow application to submit and gain approval for change control

Technical Skills:

MS Word, MS Outlook, MS Excel, MS PowerPoint, Avaya ASA, CMS One-X Agent, Pulse software, ServiceNow, MS Exchange, SolarWinds Orion, SAP, Clarity, HPS-IC

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Business Analyst Resume Profile

MI

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