Services Business Analyst Resume

SUMMARY:

Deliver mission - critical infrastructure projects and technologies. Motivate and proactively lead, plan, coordinate, and manage project deliverables to meet deadlines despite sudden changes in priorities. Demonstrate strong attention to detail and clear communication, with passion for solving challenging problems and desire to provide outstanding customer support. Maximize benefits of IT investments while maintaining customer focus.
Award Nominee, “Live Our Values Everyday.” Led standardized management services operations audits covering 4 processes for the Americas region in aggressive 17 days, determining deployment status, completing project identifying gaps, and establishing a baseline for continuous service improvement.
Improved service level agreements (SLAs) by working diplomatically across teams and business areas, developing offshore balance process and system workflows that focused primarily on third-party vendor management.
Participated as Scrum team member, working with product owners and stakeholders on defining “ready for sale” and “ready for delivery” detail scope, release planning, business requirements, and detailed research which translated into quality stories.
Implemented Knowledge Management process and procedures, improving operational efficiency and encouraging knowledge sharing.
Led and participated in various IT projects including, UCCE Testing and Migration; Cisco VoIP migration; PC Replacement; AD/Exchange migration; and SW/HW testing, migration, and training.

PROFESSIONAL EXPERIENCE:

Confidential

Services Business Analyst

Achieved business goals by liaising between business and IT, researching, collecting, analyzing, developing, documenting, communicating requirements, and supporting user testing.
Established and maintained liaison relationship with product owners and stakeholders, providing effective technical solutions.
Assessed stakeholder needs, ensuring IT solutions were met utilizing structured requirements process of gathering, analyzing, documenting and managing changes.
Assisted in identifying and tracking business priorities by balancing and managing workload using Confluence, Jira, Agile, Scrum, and Kanban boards.
Coached and transferred knowledge by ensuring that work, information, ideas, and technology flowed freely across teams, thereby resulting in fewer escalation tickets.

Service Delivery Training Analyst

Confidential

Achieved fewer user errors and improved quality data by developing training standards and best practices in collaboration with stakeholders.
Supported customer training objectives by developing, testing, maintaining, and delivering complex training courses.
Utilized metrics to determine training effectiveness, identifying areas for improvement and conducting audits to report on results.

Service Desk Supervisor

Confidential

Served as subject matter expert (SME) setting priorities and provided technical solutions to a wide range of difficult problems.
Ensured enhanced customer service by managing and monitoring dashboards and commitments for prompt ticket updates / closure and issue resolution / escalations.
Monitored ACD queue, ensuring quality standards were maintained for assignment, voicemail, email, websites and all other incoming methods of communication.
Minimized costs while achieving defined commitments by identifying and developing innovative approaches that addressed service gaps, disruptions and trends.

Confidential

Desktop Support / PC Analyst II

Resolved technical issues escalated through help desk ticketing database for hardware, application, vendor management and network connectivity support, determining most cost-effective resolution to minimize customer downtime.
Met departmental requirements needs by onboarding new employees, creating network accounts in MS Exchange / Active Directory, ordering / imaging laptops and desktops, and installing Cisco secure encryption software.
Escalated problems and issues that could impact customer satisfaction, focusing on areas that exceeded maximum response or repair time or had lack of response to higher levels of support.

Confidential, Charlotte, NC

Technology Support Specialist

Fielded support calls, resolving maximum number of issues by identifying problems and innovative solutions.
Ensured ownership and promoted end-user satisfaction by opening / closing incidents and performing troubleshooting / problem solving of computer related hardware / software, operating systems, servers, and network problems.
Assisted in creating, updating, and implementing business processes, supporting repetitive issue resolution.

Confidential, Charlotte, NC

Enterprise Support Specialist Team Lead

Utilized advanced technical skills, analyzing and resolving issues and setting up shared drives and mapping network drives.

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