SUMMARY:

Diverse skills and experience in Operations Management Business Systems Analysis ~ Technology ~ Sales & Marketing ~ Business to Business Relations ~ Management ~ Business Planning & Development ~ Change Management ~ Operations ~ Business Performance, Productivity & Optimization ~ Team Development & Leadership ~ Recruiting ~ Problem Solving ~ Social Media

TECHNICAL SKILLS:

• ServiceNow
• ResolveIT
• PeopleSoft
• Goldmine
• MS Office (Word
• Excel
• PowerPoint
• Outlook)
• Pivot Tables
• Firefox
• Google Chrome
• Safari
• VMS Systems (Taleo, Fieldglass, Beeline)
• HTML
• Flash familiar with Information Technology Infrastructure Library (ITIL)

PROFESSIONAL EXPERIENCE:

Business Analyst

Confidential

Responsibilities:

• Identified, documented, and provide resolution to issues identified and provided continued input by on - going training, walk throughs and updates to all documentation as required. Provided analysis of cost/benefit of automation to reduce headcount, increase productivity and eliminate human errors.
• Created Lead User Acceptance Testing (UAT) test scripts for enhancements, defects, and releases. Communicate issues identified to developers for resolution. Maintained documentation for audit and tracking purposes for QA sign-off.
• Worked within project planning constraints to analyze and recommend solutions identified, and project/process risks to the delivery/project manager.
• Managed the contingent workforce system by hiring technical contract workers through HRIS system (PeopleSoft), sourcing orders through suppliers through VMS (Fieldglass), managing candidate flow, negotiating bill rates and initiating the billing processes.
• Analyzed and manipulated data in Excel, including using and applying advanced chart features, creating and manipulating PivotTables and PivotCharts (i.e. custom formulas, calculated field/items), creating and manipulating macros, complex logical functions (i.e. IF, AND, COUNTIF), and performing data summary tasks (i.e. VLOOKUP, data parsing, array formulas, Nested IF functions).
• Reviewed documentation (Operational Procedures, Production Process Requests) annually to ensure a reflection of current procedures and reporting is capturing data as expected. Changes made to processes and reporting as identified are updated simultaneously.
• Designed, generated, and tracked a daily report to monitor all changes to closure by providing an automated email sent to all Change Coordinators to change their changes and follow-up with open tasks for closure. This automation reduced headcount by one person annually.
• Collected, reviewed and analyzed ServiceNOW CMDB exception data to take required action for remediation of issues identified.
• Drafted bulletins as needed for CTO Change Management global communications as required.
• CITM Policy/Standard and CTO Procedure adherence, recognizing importance of required controls to minimize introducing risks associated with Production activity. Participate in internal/external audit and Management Control Assessment (MCA) evidence gathering when and as required.
• Provided Level 2 Hotline support for questions related to ServiceNow as a Subject Matter Expert (SME) to external departments (Development, Database, System Administrators) with a thorough understanding of details and audit check points for submitting and monitoring change requests against CTO Controlled information systems. Support the processes which governs and/or implements changes/releases across CTO application controlled (UAT/QA, COB and/or Production) environments, as the escalation point.
• Coordinated prior business day monitoring of all scheduled CTO Change requests to ensure all changes are addressed timely and any follow-up communications are distributed as needed. Review, research, and ensure all change requests submitted to Production Control Change Management meet all requirements.
• Developed relationships through in-person meetings with preferred and approved vendors, in order to leverage the support necessary to drive down cost for our businesses.
• Resolve vendor, billing and payroll related issues, including the recommendation and implementation of process and systemic resolutions

Senior Account Manager

Confidential

Responsibilities:

• Generated quarterly review for all Preferred Customers: Analyzed data to identify trends and modify business plans to coordinate with identified trends to continue growth quarter over quarter.
• Analyzed HR metrics (turnover, length of assignment, revenue, performance measurement trends) to present to senior management and clients.
• Extensive focus to employee relations including employee performance and development, disciplinary action, complaint investigation/resolution, termination, review with HR leadership, employee surveys, exit interviews, and recognition programs and coordinated employee communication to promote employee understanding of programs, policies, and objectives.
• Consistently exceeded client and candidate’s expectations of service by following Operational Standards and offering innovative and creative employment solutions.
• Sell services through heavy cold calls and in-person visits, fostering a consultative relationship resulting in increased business with clients.
• Effectively recruited, interviewed, retained, coached and developed candidates, understanding their needs and helping them meet their professional goals in administrative, call center and industrial positions.
• Managed the day-to-day operations of preferred accounts associated with a flexible workforce over up to 130 employees.
• Maintained accurate account of employee hours, processed and entered time sheets weekly for 130 employees, computation of wages and adjustments, time entry corrections, populating time and billing system, formulating reports, status changes, salary reviews, performance reviews, processing terminations, and file management, and all office support.
• Experienced with unemployment hearings, EEOC, OSHA logs, workers compensation and completing detailed accident reports.
• Marketed the candidate’s skills, knowledge and abilities to the right companies so that we make the best match for the client and the candidate.
• Completed all pre-employment screenings including: reference checks, criminal background checks, credit checks, drug screen (5 and 10 panel), and driving records.

Sales Analyst / Executive Assistant

Confidential

Responsibilities:

• Served as SME to write, designed, produce, and deliver training for Customer Management Outside Sales team to utilize Goldmine as a customer contact management tool in a classroom setting as well as through Net Meeting via classroom, web and audio training platforms. Developed and delivered additional training as needed for the sales team and other organizations.
• Performed system maintenance which included running regularly scheduled or ad hoc processes and system jobs for Goldmine and associated servers in UAT/PROD.
• Created and distributed communications (email, web) to end user community, stakeholders, and internal parties.
• Operated in environment to reduce operational and/or system risk, and enhance controls.
• Drive process improvement across team functions; gained customer input to better understand their needs and develop ideas for how to meet those needs.
• Developed and analyzed high-level reports for senior management, concentrating on ways to increase productivity and consistency within the organization and other departments applying Six Sigma methodologies. Recommend and implemented new processes and procedures and tracked results.
• Prepared presentations for city, regional, and national meetings that included contribution margins, EBITDA, forecast sales versus actual sales, and KPI’s developed from SWOTT analysis substantiating the rationale the corporation continued to be a leader in the telephony marketplace. Responsible for the collection, analysis, and reporting of sales related data in on-going effort to increase overall sales productivity. Created both standardized and custom reports via Crystal Reporting, SQL queries, and MS Excel analysis.
• Developed and published memoranda, reports and presentations ensuring proper formatting, editing, and graphic design elements were appropriate.