SUMMARY

• Business Analyst / Data Analyst with 5 years of cross platform experience in IT domains interacting and addressing business issues.
• Enhancing the quality of IT products and services, analyzing data to inform business decisions and finding technological solutions tobusinessneeds
• Experience in gathering User requirements and converting them into Functional Specification document.
• Worked actively in various phases of System Development Life Cycle (SDLC) by implementing methodologies such as Waterfall and Agile (Scrum and sprint).
• Worked closely with various Project Stakeholders, SMEs, and staff to understand and document Business requirements, Functional requirements and design specifications for new application along with enhancements to existing applications.
• Experience in Customer / Client interaction, ability to understand business systems functionality and technicality, ability to elicit requirements by developing Storyboards, Schema/Wireframes and Screen Mockups.
• Experience in facilitating project meetings and reviews and walk through.
• Data Analysis: KPI and KRA reporting dashboards supporting cross - functional stakeholder’s deliverables
• Expertise in interpreting data, analyzing results using statistical techniques and implementing databases, data collection systems, data analytics and root cause analysis.

TECHNICAL SKILLS

PM Tools: Lean Six Sigma, SWOT, Impact, GAP, MS Project 2010, MS Excel, MS PowerPoint, MS Word, Share Point, Jira., SQL Beginner

Salesforce.com: Veeva, Salesforce CRM, Service Cloud Console, Salesforce.com Profiles Data Loader, Workflow & Approvals, Formula fields Reports, Custom Objects, Custom Tabs, Email Services, Salesforce Enterprise Edition, Case Management System

ITSM Tools: ServiceNow.

PROFESSIONAL EXPERIENCE

Confidential

Business Analyst

Responsibilities:

• Liaisons between business units, gathering technical and business requirements, creating a user story mockup for consumption. Working with Administrator & Developers to transform requirements for QA and UAT for Production in Veeva Vault SOPs for GxP/ Veeva ProMats/ Veeva Releases.
• Primary liaison between IT Plan and/or Business teams and other matrix IT Delivery teams to analyze & validate published requirements to deliver technical solutions for Multichannel CRM Capabilities such as Approved Email, CLM & IVAs, Consent Capture and Vault PromoMats
• Releasing CLM & IVA marketing content to production for field users for demo and training.
• Composing field communications on Veeva CRM/Engage Releases for Mobile and Online features gathering screenshots of previous and new UI.
• Creating Veeva hot patches for Mobile updates for Mobile & AirWatch.
• Gathering requirements from Business Units, translating into User stories for articulation for development, working with QA to validate the development, and providing demos to Business Unit.
• Project lead facilitating UAT, tracking issues/defects for various Business Units, CLM, IVA, Field Medical, Immunoscience, Cardio Vascular and Event Management.
• Digital capabilities management for Salesforce/Veeva platform software enhancements for Master Data management (MDM) online & offline (iPad) UI executing Demos and providing communication releases.
• Forecasting Demand hours burn chart for Sprint Mini’s and Quarterly Releases from ServiceNow.
• Creating User Stories, submitting an Idea, and following through the stages of the Demand.
• Managing ServiceNow request for Ideas, Demands and workflows board.

Confidential

Global, IT Data Analyst Ops

Responsibilities:

• Service Now queues SLA’s for Incidents, Service Requests, IMAC Requests, Escalations, Priority 1 & Priority 2 Resolutions.
• Monthly root cause analysis for breach tickets. Execution plan for process improvement.
• Managed execution of Statement of Work for a enterprise account.
• Customer-facing role that is responsible to manage & execute contracted Managed Services as defined by Client Statement of Work (SOW).
• Duties include day to day services delivery execution, escalation management, generating reports and providing input and recommendations for enhancing Client satisfaction.
• Service Level Attainment Reporting for Client
• Managed projects for global assets deployment for refreshes, moves & disposable for client.
• Client interfacing for deployment, reporting and contract / SOW reviews.
• Maintain, 95.00% SLA requirements to ensure assets were on Uptime for client globally.
• Analyze metrics by creating pivot tables & VLOOKUP in Excel to identify:
• SLA Metrics
• Ticket Metrics
• Data trends by region, country, & site
• Historical Data
• Project Management
• Leading team in a rapidly changing environment including performance management, project deliverables, coaching team for development for process improvement.
• Defining RCA for Print Volume cost saving to Client
• Project Tracking, open issues, updates & deliverables in Aha
• Asset management reporting to client for cost savings.
• Escalations and Action Item Tracker
• Deployment of assets to re-organ locations globally for 18 month project.
• QA Testing to determine IP range for network printers.

Confidential

IT Quality Assurance Data Analyst

Responsibilities:

• Reporting for Client Renewal Rate
• Presented to client deck reporting KPI dashboards: for on Desktop Support Team on status of any reported issues and coordinating on any open issues, weekly, monthly & quarterly Ops Meetings.
• Leading team in a rapidly changing environment including performance management, coaching for development.
• Maintain, 98.7% SLA requirements to ensure my Desktop Support Specialist Team were timely in completing the tickets assigned.
• Analyze metrics by creating scrubbing data in pivot tables & VLOOKUP in Excel to identify:
• SLA metrics
• Historical Data
• Inventory Metrics
• Ticket Metrics
• Data Trends
• Tech Certifications Monthly
• CSAT & DSAT
• Quarterly Scorecard, Desktop Support Specialists. Ticketing grade & comments
• Refresh & G-doc deployment for 3,000 End Users
• Organizational Charts
• Reported assets for On Boarding / Off Boarding / Refreshes/ Activations, Training, Daily Reporting to the Client.

Confidential

Salesforce Administrator/ Project Coordinator

Responsibilities:

• Daily administration and support of Salesforce database. Assist with administrative projects, as needed.
• Managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts, and validations. Data loader.
• Working with management, strategic planning & analysis staff and end-users to create and manage complex workflow rules, data validation, automation, and triggers.
• Develop and create customized reports and dashboards configuration to provide solutions for reporting, workflows and enhanced functions
• Create and document application requirements by working together with those involved in the development of program enhancements and changes including program staff, programmers, strategic planning and analysis staff and/or outside consultants as needed
• Manage the software testing process, which includes devising test plans, creating test cases, establishing protocols and appropriate testing environments and coordinating actual software testing
• Trained staff with Salesforce implementation. Additional resources to support as backup.
• Conduct regular releases of new features and changes via change sets and development environments
• Manage all internal documentation relating to programs.
• Plans meetings and trade shows by identifying, assembling, and coordinating requirements; establishing contacts; developing schedules and assignments; coordinating mailing lists.
• Recognized for outstanding performance for new project implementation & training to company team.

Confidential

Sr. Sales Associate/ Leasing Consultant

Responsibilities:

• Acted as Assistant Property Manager, welcoming & scheduling prospective tenants, property tours
• Met and exceeded Sales Goals. Ensuring budget requirement for Property and HOA
• Daily reporting of Market Comps, Leads, calls, emails, in-person visits, outside marketing & e-marketing
• Rent rolls, Renewals, Leases, Renewal, Applications Processing, Security Deposit, Renters Insurance, Pay Stubs.
• Created Work Orders, Set up Utilities, Vendors, Bids, Punch Lists, and QC checks.
• Immediately followed up on prospects that did not close and attempted to close the sale

Confidential

Project Coordinator

Responsibilities:

• Support to Executive Leadership Team, Field Support for the US as well as Data Acquisition Global Leadership Team. Managing complex schedules and multiple calendars.
• LMS Administrator scheduling, managing classes, roster, troubleshooting user enrollment.
• Scheduled meetings, travel arrangements (International), catering, hotel negotiations
• Handled expense reporting, invoices, Vendor Relations, PC ordering
• Created expert PowerPoint Presentations utilizing company template standards and Live Meetings
• Composed US Communications Announcements - Territory Changes, Job Postings
• SAP Queries Weekly Headcount Tracking for US