Senior Analyst Resume

SUMMARY

Senior Analyst with a history of driving telephony, database, and continuous improvement initiatives for Confidential and other firms.
Provided superior technical support for internal groups and customers.
Expertise in streamlining environments, facilitating projects, improving databases, and assisting with maintenance processes. Possess a unique blend of technical, customer - centric, and project management skills.
Ability to forge meaningful stakeholder relationships and productive collaborations while influencing peers.
Mastered multiple technologies

TECHNICAL SKILLS

Languages: SQL, Ruby, COBOL, Java

Techniques: Agile, Waterfall

Testing Tools: Quality Center, Ruby, Watir(Selenium-based tool for Ruby), CYARA

Work Applications: WDE/Unified Softphone, Genesys Suite, CCPulse, Ticker, IEX Workforce Management, Avaya Site Administrator, Hyperion, Microstrategy, ServiceNow

PROFESSIONAL EXPERIENCE

Confidential

Senior Analyst

Responsibilities:

Tested in enterprise production and testing environments
Established a testing process by conferring with business partners to determine acceptance criteria, minimum viable testing, and guiding to a compromise on either time or product viability.
Developed/implemented scripts testing new features/applications using HP Quality Center, SQL, Excel, Ruby, Sharepoint
60% time savings estimated by improving the quality center upload template for Excel to accelerate IVR prompt entry
Developed an automation tool for RTC reporting and internal reporting using Ruby and Watir.
Served as main tester: Human Resources Information Technology systems change, Personal Lines addition of text messaging and IVR(Interactive Voice Response) consolidation, Information Technology Systems Desk IVR Consolidation.
Key contributor to the work at home initiative by performing as tech support for the pilot group encompassing user readiness and diagnosing issues such as Verizon’s custom caller id program and user errors.
Streamlined the daily environment for the application development center and strengthened the maintenance process by introducing voicemail announcement system macros and reports.

Confidential

Senior Analyst

Responsibilities:

Assisted in the identification of a continuous improvement opportunity and prepared a leadership presentation.
Collaborated with the voice support team to facilitate the telephony standards replacement of 1,800 phones with the Avaya 9611g model by leading project meetings, developing product documentation, end-user communications, and managing implementation tasks.

Confidential

Customer Service Representative

Responsibilities:

Maintained databases (SQL Server 2005/2008), implemented a naming scheme, and installed an audit process to ensure compliance.
Provided customers with all necessary equipment and knowledge to start brewing beer.
50% decrease in new product add time, reduced annual inventory resources, and enhanced the customer experience by changing to a printed label system and standardizing product names.
Improved database usability by adding searchable information and removing / archiving unused entries.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship