SUMMARY

Dynamic professional with 20 years of demonstrated capacity to effectively provide Business Analysis and Project Management to a variety of projects and needs in OS, ERP, CRM and end-user applications. Excellent ability to develop client rapport and assess client needs. Analyzed corporate business processes to develop customized solutions, and reduce costs, improve performance within a given budget. Led planning meetings, JAD sessions, analysis development, test inspections, and other project meetings throughout product life cycle. Conducted interviews and developed business cases to implement process changes, develop training materials, and instructed clients on new processes and procedures. Wide range of experience in differing market segments and business models makes me an asset to a customer focused Service Delivery organization. Brokerage/Finance, Application/Systems Delivery and Supply chain management are strengths.

AREAS OF EXERTISE

• Project Initiation, Planning, Execution, Communications, Control, Tracking, Risk Management
• Requirements Management Gathering Consulting Business Needs Assessment
• Process Improvement Budget Planning and Cost Control Cross Functional Team Leadership
• System Analysis Design, Development Testing Implementation Production Maintenance
• Technical Writing of manuals bulletins implementation packages, user help manuals
• Documenting Business Process and Application Process and data flows

TECHNICAL ENVIRONMENTS

• Methodologies: PMI-PMP, System Development Life Cycle, User Acceptance Testing, Six Sigma, ITIL v.3, Agile, Waterfall, Matrix Env, Creating BRD's
• Operating Systems: WIN 2000/2003/2008 Active Dir, WIN XP/Vista/7, Unix HP-UX, Mac OS X , Red Hat, Solaris, Ubuntu
• Communication Protocols: TCP/IP, SNA to mainframe , Ethernet, Frame Relay
• Administrator System Tools: SAP R/3, Oracle EBS 11,12, MS GP/CRM Salesforce.com, MS Cluster Services, SMS, MOM CITRIX XP/Terminal Services, SNA 3.0, MS SQL Enterprise, SQL Reports, Exchange , Sharepoint Portal, VM Ware, ESX Server Virtual PC, Exchange 5.5, Visual Studio 6.0, Veritas Net-Backup, CA Data Protector 10, Dell Open Server MGR, HPOpen View, Custom CRM Aqua , VMWare VCP - ESX Server, Virtual Center, Sitescope, Concord, Sysedge, Remedy
• Developer Tools Managed: VB, Foxpro, .Net, Php, Access, VB.net, ASP.net, and VBA
• End User Software: Primavera, MS Project, Planview, Skire Unifier STAMP, HP PPM, M-Cube website management tool, SAP R/3, Oracle EBS 11,12 Office, MS GP/CRM SQL Client, Microsoft Office Enterprise Suite, VISIO, Access. ACT, SAS, Crystal Reports, Salesforce.com, Various Brokerage packages. MACOLA-Enterprise Resource Planning/MRP Package Accounting, Manufacturing, Supply Chain, E-Business Recollect doc. Mgt. software, Optika doc mgt. Appworks, PVCS Version mgr
• Hardware: Dell Desktops, Dell Servers, DELL/EMC NAS, SAN Compaq/HP Servers, NEC 2000 Phone, CISCO Routers, VPN and Switches and Access Points, HP Switches, LXE/Intermec RF units, Data Center infrastructure and moves
• Formal Training: Currently seeking PMP Certification, Self Study BABOK 2.0, SIX SIGMA EXPOSURE
• Member: Charlotte Windows NT Users Group, Charlotte PMI

PROFESSIONAL EXPERIENCE

Confidential

Operations Support Analyst

• Leads and supports a variety of customer driven implementation and functionality addition projects. Functions as change management lead and advocate. Facilitate JAD sessions for SAP ABAP developers and customers.
• Function as point of first contact and path to resolution for customer issues. Address customer concerns and issues in absence of Service Delivery Manager, especially during times of un-expected service outages.
• Functions as liaison between internal Sungard support teams to deliver solutions, resolutions and changes
• that maintains high availability of customers applications and systems.
• Perform SAP Oracle Implementations and management Network, and Facility projects and tasks as assigned.
• Conduct Data Center moves, adds and changes
• Application implementation of Skire Unifier
• Create technical documents and help manuals for inclusion in application help menus and online/offline documentation. Created user step by step guides and manual user test scripts.
• Demonstrate macro external customer knowledge by serving as a path to a solution for all service requestors and demonstrate he/she has an understanding of client first tier support processes and specific client host functional purposes and relative importance to the customers' critical business processes.
• Demonstrate knowledge of required customer Service Level Agreement SLA support processes such that functional steps of Change Requests and Trouble Ticket submissions can be reviewed and followed with or for customers or internal personnel.
• Explicitly follow approved service request capture procedures and explicitly follows approved change request capture procedures.
• Communicate a service request number and an expected next communication on every customer interaction and documents this in the call management system.
• Follow internal customer interactions and expectations:
• o Manages the boundary interface with the external customer such that instructions to the technical resource assigned are clear and concise.

Confidential

IT/Project/System Manager

• Provides System Analysis, Administration and Project Management for 75 million manufacturing facility. Serves as Primary contact and coordinator for all IT needs: planning, purchases, budgeting, vendor contact, vendor supervision, project management, user training, needs business analysis, process flows, product identification, system Supply Chain process implementation. Presidential advisor and liaison between France, Japan and DNP America offices. Full life cycle implementations. Directed IT governance principles to achieve business objectives. Managed, audited and capitalized IT assets. 300,000/yr Budget. Support of 7 remote users and 3 remote sites.
• JAD sessions with Flexibility developer/report writer and department heads.
• Weekly JAD sessions with department heads during ERP implementation. Monthly meeting with President to document adherence to strategic IT business plan. Utilized email notification and Sharepoint for interim team communication and status updates.
• CRM custom Software Needs analysis and Project Management of customized web-based CRM application Aqua of php front end and MY SQL backend. Worked with Marketing and Sales Departments in Business Analyst role. Formulated user acceptance testing plans.

maintained Public website domain Confidential

• which increased companies market presence and profile.
• Recommended, proposed, designed, architected and implemented technology solutions to catch company up to market competition.
• Documented order flow from Customer, Production, shipping, distribution to supply chain
• Manufacturing Process flow management and interface with ERP System
• ERP Migration/Implementation from ver. 6-7 Exact Software Macola BTrieve to SQL 2000
• Implementation of Shop Floor Control and HRM Modules of Macola ERP suite
• ERP Migration/Implementation from Macola ver. 7 to Exact Software Macola ES/E-Synergy
• Migration to latest E-Commerce E-Synergy suite of Exact Software using Active Directory Sharepoint
• Provided Business and Process flow Analysis for all departments relative to ERP Software, CRM Software and E-Synergy Project
• Implemented Recollect Document Imaging System for move to paperless office as well as moving paper documents process flows into electronic processing with E-Synergy Web Interface
• Key Member of Corporate LAN upgrade project from frame 128K to T1 to improve communication with Corporate sister companies.
• Improved to an HP QOS switching structure Jan 2001, to improve speed and data throughput
• Installed new 802.11b RF system with Pocket PC devices Barcode scanning that increased efficiency in warehouse personnel while transactions increased 5 fold
• Implemented E-Commerce Portal on DMZ segment with firewall and direct internet connection to proceed towards Business goals of market profile and data delivery to channel, customers and outside sales
• Project Manager/Lead on PBX IP Telephony install
• Upgraded Macola ERP transactional database back-end from B-Trieve to SQL 7.0 to improve reporting ability, speed and stability and long term business objectives
• Certified all business apps for WIN 2000/XP
• Planned and proposed to Corporate Tokyo Office Enterprises FIRST Direct Internet connection VPN April 1, 2001 implementation to move towards company goal of Channel data delivery
• Planned and implementing Customer based E-commerce solution April 2002 to achieve channel data delivery
• Formalized and documented the disaster recovery plan To comply with ISO 9000 standards and Japan version of SOX.
• Formalized Disaster Recovery Plan

Confidential

Project Manager/ Systems Administrator

• Provided Systems and Project management for 100 million brokerage firm. Cost savings achieved by web technology.
• Planned and designed Y2K strategy for entire company computer network system.
• Project management, user training, needs business analysis, process flows, product identification, system process implementation.
• Trained internal users and field brokers on system and software usage.
• Managed all installations, systems, software upgrades and deployments involving the following duties: NEC Phone system deployment, ACD Management and Phone User Management .
• Managed Network Renumbering, MS Mail to Exchange Planning, Internet Access from Web ramp to T1, NT service Pack Upgrades, Back Up and Offsite Storage Strategy, Folder Permissions, Win 98 Deployment, and Website testing and maintenance.
• Managed implementation and collaborated on process workflow of OPTIKA Optical Imaging System
• New Database Server Deployment and Upgrades from Fox 2.6 to Visual Fox 6.0
• Visual Fox Database and application deployment
• Software and Systems Beta Tester
• Responsible for Quote and systems procurement Implemented Outlook/Exchange
• Rollout of HTML and JAVA based customer and broker trading interface NET EXCHANGE Pro A Pershing/DLJ Direct Product

Confidential

Consultant

• Documented Assets for moves and retirement
• Noted licensing and hardware for asset recovery and eventual disposition

Confidential

Technical Business Analyst

Confidential

General Manager /IT Projects Manager

Confidential

Network/Software Tech Small Insurance Office

Confidential

Computer Technician/Analyst