SUMMARY:

• Accomplished professional of varied IT experiences in Insurance, Pharmaceutical and Energy industry.
• Created and maintained Standard Operating Procedures (SOP) collaborating with Business and SI team.
• Ensured completion of various Service Design activities partnering with Business and Systems SMEs.
• Worked with HP Service Manager for chartering services, finding and gathering information for creating service catalog and handling request and problem tickets.
• Worked with HP Peregrine system for resolving help desk issues and tracked changes via task tickets related to RFCs for Application Changes.
• Experience with Configuration Management Database (CMDB), working closely with Change and Release Management.
• Experience with GDMS, Pfizer’s electronically stored, highly regulatory and controlled data and documentation system.
• Collaborated with business units and stakeholders to identify elements and Meta data for organizing the data and analyzing information, worked with Data Stewards and populated Meta Data into Meta Data repository.
• Ensured data integrity, accuracy and quality by verifying Meta data enrichment was performed correctly.
• Created instructional document for server migration, retirement and decommission processes for related software applications in CMDB.
• Provided training onshore, trained and transitioned offshore team in a Cost Saving initiative to move IT roles to offshore.
• An effective communicator with excellent organizational and interpersonal skills.

TECHNICAL EXPERIENCE:

Environments: SCO Unix 3.0, Oracle 8i, Oracle SQL, PL/SQL, HP UNIX 10.3, Microsoft Windows

Software: HP Service Manager, Lotus Notes, HP Peregrine System, Livelink, SQL Loader; Microsoft Project, MS Front Page, Word, Access, Excel, PowerPoint; MS Outlook, Share Point, Novel NetWare 4.11.

Equipment: HP Servers, Windows NT Servers, Narrowcast Server

PROFESSIONAL EXPERIENCE:

Confidential - Bloomington, IL

Business Analyst

Responsibilities:

• Created and updated Standard Operating Procedures (SOP) for enterprise wide implementation project of SAP system as a part of business process reengineering.
• Read through Business Blueprints, OCM workshop contents, and other materials to gather information for creating the SOPs.
• Facilitated workshops with Business SME(s) and SI team for gathering additional information required for the SOPs, updated them and distributed to the stakeholders for review and final approvals of the SOPs.

Confidential- Bloomington, IL

Business Analyst

• Worked with Service Level Liaisons, Project Managers, Business Analysts and Configuration Analysts, Business Architects on various Service Management artifacts, such as, Business Service Level Requirements, Service Impact Statement, Service Transition and Support Plan, Configuration Item Inventory, Service Support Model etc.
• Ensured Service Design Artifact Package (SDAP) was created in Lotus Notes Phase Database for each project and included all required Service Management Artifacts for each Change Advisory Board (CAB) Check Point.
• Reviewed the artifacts and authorized the SDAPS so that the packages pass the CAB Gates.
• Handled the request and problem tickets for the business services UBER and State Farm as Service Level Liaison.
• Worked with HP Service Manager Tool and chartered new services.
• Created Service Catalog spread sheet for State Farm obtaining information from various sources, which is being used enterprise wide.
• Had MEGA Advisor training.
• Created training document for Service Design Consultants for the new team member that will join in.

Confidential

Business Intelligence Analyst

• Assisted in designing, developing and maintaining organizational reports using Microstrategy.
• Worked closely with department managers to develop standards for information reporting, storage and retrieval.
• Ensured other departments understand and comply with defined data standards.
• Created and updated documentation that specified data standards and their use.
• Created and maintained new users and user groups.
• Personalized reports according to designations and automated the receiving of reports using Narrowcast.
• Assisted on other IT projects and responsibilities.

Confidential, Groton, Connecticut

Software Configuration Management Analyst

• Worked with Release Managers, Architects, Project Teams, DBAs, and Developers to gather the system components, version related details and other application related configuration items to input them into Configuration Management Database (CMDB).
• Was involved in world-wide data alignment project and conducted meetings globally to gather data and Configuration Items (CI) for Pfizer’s software.
• Ensured all updates are complete according to standards established by internal Pfizer process guidelines.
• Worked with Peregrine system for resolving issues with server migrations and retirements of Pfizer’s applications and other help desk issues.
• Set up meetings with business units and clients in US, Europe, Asia, Mexico, Canada to discuss updates to application entries in the CMDB.
• Created instructional documents for server migrations, decommission and retirement processes for all of Pfizer’s software applications in CMDB and participated in workflow processes.
• Loaded the update requests into Livelink on a daily basis to preserve historical data and maintained spread sheet.
• Pfizer’s software configuration management tool ‘ARC’ SME.

Confidential, Groton, Connecticut

Data Analyst

• Ensured requirements for metadata enrichment and document mapping is met and maintained in a centralized area- Global Document Management (GDM) Phase II Content Migration and Mapping Tool (CMMT).
• Worked with Business Line Customer to identify documents that will be migrated from an existing Documentum repository or LiveLink repository into the Business Line GDMS using a Document Migration Prioritization scheme
• Provided Enrichment and Mapping to key GDM definitions across Pfizer’s business line areas.
• Coordinated and worked with Business Line Customers performing a QA role on the enrichment and mapping activities.
• Ensured the accuracy and integrity of each document so that the business is able to manage all documents across the life of each product in a single, consolidated PharmSci document repository, accessible by all users regardless of geographic location.

Confidential, Rosemont, Illinois

Customer Support Associate

• Ensured investigation and resolution of customer support problems with company software of blood, plasma, stem cell and medical device industry.
• Fielded and resolved customer support calls involving system software, hardware, and operating system problems; installations and upgrades; maintenance; validation; and general inquiries.
• Contacted and worked with software, hardware, and instrument vendors to resolve customer problems.
• Provided customers with complete documentation of support calls and resolution in support logs.
• Assisted with maintenance of IDM systems and completed special projects.

Confidential, Detroit, Michigan

Intern

• Assisted in converting customer service billing system from Legacy to Oracle database using SQL Loader to load data into database.
• Had exposure to relational database, database structure, data cleansing tools, such as Trillium and Postal software.
• Assisted in developing audit control reports to validate conversion processes.
• Tracked time for conversion processes and identified dependencies, versions, resources and gave description of jobs in Microsoft Project.