It Analyst, Resume
Bozeman, Montana
PROFESSIONAL EXPERIENCE
IT Analyst,Confidential,Bozeman, Montana,
Responsibilities:
- Design, development, implementation, management, administration of Intranet site,
- Design, development of electronic forms (e - Forms) for productivity management
- Design, development of internal reservation system for company resources
- Design, development of Help Desk page for IT-related requests
- Management of applications, customizations and updates
- Management of systems/application support requests
- Management of IT lab
- Management of builds for end-user workstations
- Troubleshooting and testing for systems and applications
- Creation of documentation
- Applications trainer
Bozeman, Montana,
Responsibilities:
- Technical and Business Consulting for clients in Banking and Financial Services, Customer Service, Higher, Government, Publishing and Entertainment
- Management of technical and business solutions: evaluation, requirements, planning, system and architecture design, testing, configuration, integration, implementation, administration, management, and support,
- Project management of full project lifecycle,
- Business analysis,
- Technical Writing and Business Documentation,
- Policy and Procedure documentation,
- Process and procedure reengineering,
- Vendor relationship management: analysis, requirements gathering and documentation, contract negotiation, purchasing (hardware, software, systems and services),
- IT Security consulting,
- Risk Management consulting,
- Security Information Management,
- Disaster recovery, contingency and business resumption consulting,
- Web-based development, design, configuration, data migration and content creation,
- Materials design, content and formatting / train the trainer / end-user),
Confidential, Bozeman, Montana,
Responsibilities:
- Consulting, analysis, and technical support for all MSU departments
- Design, development, testing, implantation and updates for a web-based application for the IT Center to manage electronic records for the retention of system inventory and software licenses for warranty, legal and compliance requirements
- Technical documentation for user manuals for web-based record retention system
- Management of vendor supply-chain relationships (orders, shipping & receiving, distribution, delivery and returns)
- Coordination and configuration for purchase, set-up, installation, testing and deployment of new systems
- Creation of security and permission profiles in Active Directory
Confidential, Bozeman, Montana,
Responsibilities:
- Management of multiple full life-cycle CRM / Cloud Computing / SaaS projects for the western and central region of the United States
- Staffing and management of project resources
- Gathering business requirements, scope projects, configure appropriate solutions, facilitate wif internal and external resources as necessary
- Technical and documentation and presentation materials
- Live Chat Project Manager
- SME for version upgrades
- Management of project deliverables through Statement of Work or Change Requests
- Professional Services implementation and configuration expertise for the CRM Solution Suite - Service, Sales, Marketing Automation, Metrics, Analytics (data), Voice, and Live Chat
- Delivery of onsite and remote project management and consulting services
- Facilitation of remote and onsite sessions
- Provide guidance and mentorship to Professional Service resources for upgrade projects
- Management and support of ongoing implementations
- Client on RightNow best practices
- Collaboration wif internal departments to meet client expectations
Confidential, Bozeman, Montana,
Responsibilities:
- Product Development project management (core systems, R&D,: decision engines, rules and logic applications ((API’s)); web UI design, data sources & services integration; systems infrastructure; server and code migration; systems architecture, distributed systems)
- Management of resources and project teams through initiation, concept, requirements, design, development, testing, deployment, production, and post-production
- Management of project budget, schedule, resources and reports
- Coordination of product releases internally and externally
- Vendor management
- Project documentation
- Technical Writing
- Coordination (external)
Confidential, Livingston, Montana,
Responsibilities:
- Management of IT infrastructure (LAN / WAN / Virtual)
- Management of resources for systems deployment and IT support
- Project management of systems design, coordination, and implementation
- IT Security (perimeter, internal, recovery, policies and procedures)
- Documentation and implementation of IT policies and procedures
- Procurement, analysis and purchasing of hardware/software
- Creation, documentation and management of disaster recovery and contingency plans
- Risk management
- Vendor management
- End-user,
- IT Compliance
Confidential, Columbus, Ohio,
Responsibilities:
- Project Management for medium to large projects (retail offices, operations, and call center)
- Management of resources (Retail, Information Technology, Operations, Call-Center)
- Analysis, design, development, of electronic commerce and CRM/CM systems
- Creation of new departments and restructuring of existing departments
- Research of new systems, applications and emerging technology to determine applicability
- Analysis of existing information systems for improvements and enhancements
- Gathering business and system requirements
- Technical and documentation and presentation materials
- Writing, editing and publishing standardized processes and procedures
- Writing business, test, and use cases
- IT Security coordinator for risk management examinations (OCC and internal audits)
- Electronic media design (Web, Email, Voice Response Unit (VRU), ATM)
- Data and Web content management
- Designing electronic marketing and customer focus campaigns
- Design of product information (Take Ones) and marketing brochures
- Trainer for retail offices, call centers, business analysts, and management staff
Confidential, Columbus, Ohio,
Responsibilities:
- Mailmaster - distributing, editing, writing and management of external/internal e-mail responses
- Mentoring wif new and current Internet Banking Specialists
- Technical support for Internet Banking clients
- Research resolution for electronic bill payments, Automated Clearing House transactions (ACH), Electronic Funds Transfer (EFT), ATM and Check Cards
- Creation of database to track sales, client password requests and e-mail correspondence
- Creating and writing marketing campaigns for Internet Banking services
- Marketing and selling financial products and services to clients through email, telephone, mail, retail offices, video conferencing, and trade shows
Senior Business Analyst / Team Member,
Responsibilities:
- Systems architect for Corillian integration wif CIS, HOGAN, FDR and Check-Free (Online Billpay) systems
- Gathering, documenting and translating Line of Business (business/system) requirements for project
- Business Analyst for process flow of Corillian application (screens, fields, and functionality)
- Creation of test and use cases for internal pilot
- Documentation of test criteria, test and use case results, known issues, and solutions
- Generation of reports for executive management
Project Team Leader,
Responsibilities:
- Coordinating project team assignments
- Hiring of staff for call center (manager and specialists)
- Systems for call center staff
- Systems architect for integration of new applications and online manuals
- Creation of database for call reporting, workflow monitoring, ticket assignment, priority level, and data capture
- Creation of Service Level Agreement (SLA) model for call center
- Acquisition and coordination for the installation of computers, telephones and call message board
- Voice Response Unit (VRU) menu design
Project Team Leader,
Responsibilities:
- Documentation, creation and implementation of processes & procedures
- Hiring, supervising and coordinating the day-to-day workflow process for a team of seventeen specialists and several contract employees
- Systems trainer for staff
- Call center support
- Creation of a database for paid/closed loan and mortgage status
- Electronic documents capture
- Coordination of team projects
- Providing solutions to changing workflow
- Creation of Service Level Agreements (SLA’s)
Project Team Leader,
Responsibilities:
- Project lead for team of ten members from Electronic Commerce, IT, Private Banking, and Retail Offices
- Assignment of team roles and responsibilities
- Gathering, documenting and translating business/system requirements for project
- Documentation of test criteria, test case results, known issues, and solutions
- Generation of reports for executive management
Team Member,
Responsibilities:
- Design and creation of new ATM screen menus, reports and printouts
- Coordinating launch schedule for converted ATM platform wif Confidential and Diebold vendors, MAC and Cirrus networks, Regional Operations Managers, Banking Office Managers, Security, ACI and Brinks.
- Creation of new ATM/VISA Check Card policies and procedures
TECHNICAL SKILLS
Microsoft: Office (Word, PowerPoint, Excel, Access, Outlook, Publisher), Project, Visio and Internet Explorer, SharePoint.
Adobe: Dreamweaver, Acrobat Pro, Photoshop, Contribute, FileMaker, and Illustrator.
Documentation Tools: SnagIt, RoboHelp, and GIMP
Operating Systems: Windows: NT, XP, Vista, and Windows 7; MAC: O/S
Other: VeriFone, Great Plains (Microsoft Dynamics), BANNNER, Arba Work Force, Timestar, Lotus Notes, Ghost, SPSS, QuickArrow, Concur, Oracle Financial Suite, Morningstar Principia Pro, POSSE, ApplicationXtender; FileNet, HMS, SimplifyIT, and CSI
Languages/Scripting/Services (Used or Familiar wif): HTML, PHP, TCP/ IP, JAVA, .NET Framework, JavaScript, FTP, FTPS, SFTP (SSH), Perl, C++, Visual Basic, XML, PHP, SOAP, WSDL.
Networking, Servers, and Databases: Windows NT/ 2000/2003/2008 Server, IIS, MS Exchange Server, GroupWise, Apache Servers (Java), Citrix MetaFrame, Oracle, SQL Server, DB2, IIS, VPN, RDP, Terminal Services, FTP, SSL, LAN/WAN, CISCO: firewalls, routers, switches, taps and hubs. Security: ESET NOD32, Digital Persona (Biometrics), Network Security (Powertech), Remote Control (Cross Tec), TriGeo SIM, HealthCheck (Lanex), Symantec Mail/Client Security, and Antivirus, Active Directory
Telephony/VoIP: Skype/Cisco, AimWorx & CallCenterWorx (NEC), CAT3, 5 & 6 cabling.
CRM and Ticketing Systems: Oracle, RightNow, Remedy, Siebel, Salesforce, Goldmine, Corillian, and First Security Technologies.
Banking, financial, and credit systems: ActiveView (Harland), Q2 e-banking, Signature (Fiserv), LaserPro, BOSaNOVA Secure, CICS, Morningstar, CIS, First Data Resources, ILX, HOGAN, Pegasus, Experian, Trans Union, Equifax, D&B, Fair Isaac, Zoot Enterprises: WebRules, Diakon, Kairos, ZUI, Workflow, SPOC.
Audio/Visual: Projectors (EPSON, InFocus), SMART Boards. Digital Audio interfaces and recorders, Mixers (analog/digital), DSP, Recording/Editing Software: Logic Pro, and Final Cut Studio.