SUMMARY:

• Technical professional experienced in training, gathering and documenting business requirements, writing use cases, and excellent analyzing and problem solving skills.
• Dedicated individual with strong intercommunication skills to work with all levels of an organization.
• Successful in meeting new technical challenges and finding solutions to meet the needs of the customer.
• Industries of experience include: Medical Devices, Healthcare, Banking, Manufacturing, Higher Education, and Marketing.

TECHNICAL SKILLS:

• Cisco VOIP Phones
• Identity and Access Management Tools
• Mobile devices: iPads, iPhones, Droids, Blackberries
• Microsoft Office 2000, 2003, 2010
• Microsoft Windows XP and 7
• Symantec/McAfee antivirus
• Wireless
• Printer installation and setup
• SharePoint
• Ghost
• Adobe Creative Suite
• SQL
• HTML and CSS
• Cisco and Juniper VPN
• Active Directory
• Microsoft Exchange
• SAP Business Objects
• Citrix
• Remote Assistance
• Microsoft SCCM

PROFESSIONAL EXPERIENCE:

Business Analyst/Technical Writer

Confidential, Eden Prairie, MN

• Facilitated meetings with key stakeholders and wrote business requirements for training and quality process improvements.
• Provided technical assistance in identifying, evaluating, and developing systems and procedures, which are cost effective and meet user requirements.
• Established working relationships between the Level I Service Desk in the Philippines and Confidential ’s Level 2, Level 3 Support Groups and other Confidential Teams.
• Improved, analyzed and implemented several functional processes including new report processes, new Service Desk training curriculum and updated training documents, and improved quality assurance processes.
• Implemented a new quality assurance program to improve Service Desk ticket documentation.
• Documented software processes and use cases
• Analyzed customer issues and recommended solutions on how to improve customer service quality by implementing new standards including implementing a Service Desk Agent On - Hold and Transfer Procedures.
• Designed job-aids used as training guidelines for On-Call processes, software application processes and Ticket Documentation.
• Managed, updated and wrote software user guides for the Technical Services SharePoint Site.
• Wrote Knowledge Base Articles

Business Analyst/Technical Writer/Trainer/User Support

Confidential, Minneapolis, MN

• Facilitated status meetings with Business Intelligence Department managers and staff.
• Wrote and published more than 10 job aids on Business Intelligence processes including How-to Manuals which include creating Month End Service Level Agreement Reports, Business Objects Access, and Semantic Service Center Management Access.
• Trained users on how to write SQL queries and create Business Objects Reports.
• Generated and authored Month-end reports using Service Level Agreement Data and the Remedy Ticketing System data.
• Updated the Business Intelligence SharePoint Site with current job aids, process documentation and training documents.
• Analyzed and triaged customer issues and recommended solutions for Semantic Servicing Data Warehouse questions, SQL queries and Business Objects Queries.
• Mapped information in databases
• Monitored Business Objects Reports to ensure they ran correctly and completed on time and ensure that customers had up to date data.
• Wrote and sent out communications to end users alerting them to Business Objects and Data Warehouse process delays, upgrades, changes, retirements, and maintenance.

Technical User Support Analyst

Confidential, Columbia Heights, MN

• Facilitated meetings with stakeholders, elicited and wrote business user requirements, and published a Career Development Manual for the Confidential Support Center.
• Designed use cases for several processes on how to use Confidential technologies.
• Established working relationships and trained sales representatives and Service Desk new hires on how to use Confidential technologies.
• Improved, analyzed and implemented several Support Center functional processes including how to report Major Incidents, Training documents, Career Development, and Security Policies that resulted in 10% improvement in customer service and product quality.
• Analyzed and triaged customer issues and recommended solutions for various software and hardware:
• Tested and piloted three home grown medical device software packages used by sales reps.
• Centricity Software Subject Matter expert.

Business Analyst/User Support/Desktop/Trainer

Confidential, Bloomington, MN

• Managed a key customer relationship with $18,000 per month international paralegal company client account through effective use of outstanding customer service and analyzing skills.
• Developed business user requirements and recommended product solutions for IT issues including replacing equipment or streamlining processes.
• Wrote testing instructions for hardware and software including out the box and custom-made products.
• Gathered business requirements from clients and wrote out specifications necessary to buy IT equipment.
• Researched and recommended solutions for hardware and software issues for 15 clients in a variety of industries.
• Developed test user cases for software and hardware releases to anticipate and identify areas where maintenance was required and created updates to address needs.
• Worked as a liaison between business clients and vendors in ordering hardware and software.
• Assessed customer needs by observing end user skills and actively listening to their requests in person, over the phone and through email.
• Trained users on how to use and operate IT Technology.

Technical Support Specialist

Confidential, Eden Prairie, MN

• Generated inventory reports that tracked IT equipment in stock and what equipment was deployed.
• Compiled and presented a yearly budget highlighting IT infrastructure and software needs.
• Evaluated new computer and software releases to anticipate and identify areas where maintenance was required and created updates to address these needs.
• Created/maintained a Knowledge Base of How to Articles and IT Business Requirements for Confidential IT Staff.
• Gathered business functional requirements, analyzed, developed, designed, implemented, and carried out a project to rewire the Confidential Server Room that improved efficiency and organization.
• Created a scope statement, authored business requirements, coordinated and implemented a project to replace the IT Program’s desktop computers in the computer lab.
• Authored use cases to test the effectiveness of new and existing software.
• Evaluated and recommended IT Solutions for various hardware and software platforms.
• Presented business strategy to the Campus Director, Associate Campus Director, the Network Manager and the CIO.
• Worked as a liaison/trainer among management, faculty, students and vendors to get equipment ordered and installed.