Business Analyst Resume , Detroit, MI - Hire IT People

SUMMARY:

Oversight of technology infrastructure, training and support for more than 200,000 global end - users Well organized, articulate and progressive business analyst with over 13 years of experience in IT support, project coordination, infrastructure services and problem resolution. Experience in various industries including automotive and healthcare. Successful at building dynamic relationships with executive leadership and business partners. Adept at defining the needs of business systems, creating and integrating IT applications and databases into highly efficient management and operational tools.
Spearheaded successful roll out of the information technology infrastructure incident management process for the entire North American region that impacted thousands of end-users across the organization.
Improved internal tracking system usage and accuracy by implementing consistency in training and strengthening one - on-one coaching. Training required creation of a 50-page training manual. Those completing program achieved an outstanding rating for knowledge and delivery excellence.
Constantly improve tracking system efficiencies by recommending regular improvements generally adopted by senior management. Governance through reporting using the ITIL process and procedures.
Received numerous customer service awards for taking extra steps in helping end-users resolve problems.

TECHNICAL SKILLS:

ITIL Management HP Server Automation (HPSA) MS Office Suite MS PowerPoint MS Word MS Visio MS Outlook MS Access Oracle SEQUEL (SQL) Server Adobe Team Center Incident Management Tools SharePoint 2010 Achievements Overview

PROFESSIONAL EXPERIENCE:

Confidential, Detroit, MI

Business Analyst

Responsibilities:

Generated IT Reports and metrics. Developed actionable and targeted change management plans that included communication process, coaching and training, template development/deliverables. Gather updates from team members and facilitate weekly status meetings for directors. Identified, analyzed and documented business requirements and delivered work products throughout the project lifecycle. Defined and documented customer business functions and processes. Write detailed universally understood procedures

Confidential

Change Manager

Responsibilities:

Run metrics for executive management. Served as OCM Lead to drive faster adoption of organizational changes and achieve optimum employee proficiency to meet stringent productivity goals. Developed a set of actionable and targeted change management plans that included communication guidelines, coaching and training, development of templates and deliverables for project-level OCM.

Confidential

Incident Manager

Responsibilities:

Monitored and maintained day-to-day computer services to ensure proper operation of production applications. Assisted in infrastructure platform administration and software support. Identified and resolved problems within the application process.

Confidential

Project Manager

Responsibilities:

Developed, organized and managed the engineering and deployment of project schedules. Facilitated project meetings with automotive client (Nissan). Prepared and generated reports for executive management. Ran Adhoc queries in SEQUEL (SQL) to prepare for supplier meetings.

Confidential, Sterling Heights, MI

Problem Manager/Incident Manager

Responsibilities:

Assisted customers in resolution of hardware/software issues. Prepared and presented to senior management weekly status updates. Updated and maintained Web pages. Facilitated customer procedural training. Coordinated and administered security badge requests for 500 employees. Contributed to the Incident/Problem management team at the Sterling Heights Assembly Plant.

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Business Analyst Resume

Detroit, MI

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