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It Analyst, Resume

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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
Consultant,

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
Professional Services Project Manager,

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
Project Manager,

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)
Information Technology Manager,

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
Staff Officer / Senior Business Analyst,

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
Senior Internet Banking Specialist,

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.

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