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Service Desk Analyst Resume

SKILL:

Consultant Project Management/Coordinator Financial Services Deliverables Timeline/Schedules Small - to-Large Projects Revenue Volume Sales Forecast Facilitate Presentations Training/Coaching Action Items Execution Suppliers Vendors/Contracts Key Performance Indicators (KPIs) MS Office Suite Outlook Word Excel PowerPoint Visio Agile CRM SharePoint Workday Salesforce Oracle ServiceNow ILT Tableau Analytical Reasoning Compliance Risk Management Data Reporting Negotiations Monitoring Comparative Analysis Implementation Service Level Agreement (SLA) Statement of Work (SOW) Business Process Improvement Project Management Methodologies Internal & External Relationship Building

PROFESSIONAL EXPERIENCE:

Confidential

Service desk analyst

Responsibilities:

  • Establish and maintain successful relationships with customers and articulate value delivered in a manner that drives and influences future business with customers.
  • First point of contact to answer back-to-back large volume of incoming calls determining a solution to escalated calls during and after service; under stressful situations easily; troubleshooting and using available resources and documented before assigning/routing to appropriate department.
  • Ensure ticketing system issues are responded and addressed as defined in the Key Performance Indicators timelines and thrive in a collaborative team environment.
  • Handle customers credit cards for storage and rental payments; manage various equipment deliveries, balance schedules, cost estimates for rentals and administer safety techniques.
  • Interact with customers in a friendly, fast, courteous and efficient manner; attention to detail in order to promote positive customer interactions and providing customer needs while keeping management and team members informed.
  • Provided technical support by participating and completing on-line and hands on educational and training opportunities.
  • Thrive in a fast-paced environment with a focus on quality and attention to detail and uphold professionalism in every aspect of customer service and perform it with energy and enthusiasm.
  • Daily voice call handling, email communication, troubleshooting, and ability to operate multiple operating systems.

Confidential

PROJECT MANAGER/CONSUltant

Responsibilities:

  • Responsible for all aspects of managing complex projects from inception to completion; develop, execute, negotiate, amend, and/or redline contracts, to meet delivery timelines.
  • Liaison between Stakeholders, Account/Sales Managers, and Technical Engineers to initiate requests for gathering of requirements, quotations to drive projects to successful completion of contractual agreements.
  • Responsible for the implementation of solutions for complex business problems. Served as Subject Matter Expert (SME) responsible for supporting key operational functions and providing recommendations for improvement.
  • Assist in the planning, research, analysis, development, and implementation of new and modifications to existing applications and processes to provide new or improved capabilities, products, and/or services.
  • Prepared reporting dashboards and maintained vendor management, processes and activities; measured and analyzed performance.
  • Lead, facilitate meetings and provided project status reports, risks, issues, action items, and project schedules; record and distribute meeting notes.
  • Work with Project Managers and Technical Engineers on delivery dates in project plans to ensure resource allocations, account information is aligned to approved forecast.
  • Support Director and Program Managers in preparing executive level minutes, risks, actions and decisions for all meetings.
  • Responsible for business metrics, strategic management of project resources, developed processes and streamline overall business operations.
  • Development, management, creation and distribution of reports and data from a variety of project, financial and vendor and procurement management systems. Reports include status of contract reviews and approvals, Contract Deliverables Status, Service Level Agreement (SLA) reporting, and Purchase Orders.
  • Ensured productivity, quality and timeliness of all projects are accomplished in accordance with agreed-upon timelines; provided recommendations on improvements as appropriate.
  • Proactively communicated projects status, issues, and risk management while ensuring the project documentation is updated appropriately.
  • Submit budget proposals, track sales cycle, milestones, deliverables, updating delivery calendar, creating database reporting and providing critical feedback.

Confidential

Workday Functional Analyst

Responsibilities:

  • Responsibility of operational efficiency improvements, successfully assist in system update towards full Workday implementation and completion of merger in a short period of time; provide any issues/challenges, and prepare external/internal audits.
  • Facilitate, lead related projects and/or initiatives by preparing project documentation, defining and prioritizing project activities; determining resourcing; facilitating the resolution of project issues; providing input to business owners for the design and execution of communications and change management and/or training plans to correspond to system/data changes; assist in the maintenance and support of production.
  • Create/Run reports in Workday to monitor for data discrepancies. Create/Modify dashboards in Workday and troubleshoot/Problem solve when data is missing/inaccurate.
  • Worked with Workday team, HR Information Systems team, Investigations team and Case Management team; assist with training to business users on new processes/functionality as needed.
  • Key confidential information into HR systems as needed to maintain data accuracy.
  • Monitoring the Workday HR system for missing/inaccurate data, performing data audits, creating complex reports and dashboards, and assisting where needed with the conversion of data into Workday.
  • Explain the critical needs and bring it to the attention of Senior Manager if the information is not received.
  • Develop training materials for functional applications and efficiently monitoring processes, preparing and loading imports to pay sheets, running interfaces, and producing extracts in preparation of merger.
  • Proactively researched and resolved production issues, discrepancies, questions, and concerns while maintaining automated processing workflows, forms, and templates.
  • Analyzed organizational needs requiring human resources systems support by gathering, compiling, and interpreting data for new business requirements, including assessing regulatory and risk issues, identifying integration impacts, and implementing approved solutions.
  • Maintain payroll, time and labor setup tables changes for; earning, deduction, tax codes, mapping, workgroup criteria, overtime rules; reporting support for payroll data.
  • Leads projects and/or initiatives by preparing project documentation, defining and prioritizing project activities; determining resourcing; facilitating the resolution of project issues; providing input to business owners for the design and execution of communications and change management and/or training plans to correspond to system/data changes; and assist in the design and maintenance of operating model and/or production support plans.

Confidential

Project Manager

Responsibilities:

  • Lead, facilitate and serve as member of cross-functional project team consisting of individuals from various IT departments and business units.
  • Effectively deal with evolving and competing objectives and possess project management tools.
  • Plan, prioritize, manage a medium to large project or team and exceed client expectations (scope, schedule, costs, risks); bring high visibility and transparency into the team’s progress.
  • Develops communication management plans, performs stakeholder’s analysis, identifies risks and take necessary actions including escalation.
  • Influence team members, peers and stakeholders to meet the objectives of the project; manage and resolve conflicts within the team.
  • Analyze operational impact of customer requests, forecasting costs, equipment and resource requirements.
  • Manage all phases of risks management, including planning, identification, responses, remediation and provide contingency reports.

Confidential

Business Operations Manager

Responsibilities:

  • Facilitate, lead communication strategy meetings to provide update on challenges, process improvements, following up to meet business goals. Successfully provided detailed graphs, process maps, workflows, and business requirements; integrate programs, and processes to meet business goals.
  • Developed and implemented Request for Proposals (RFP), Request for Quotations (RFQ) and Requests for Information (RFI), Master Service Agreements (MSA), Scope of Work (SOW), Purchase Orders (PO), and Letter of Agreements (LOA).
  • Managed operational on-boarding processes for new or rehired applications; including recruiting, and providing suggestions to maintaining top-performing teams through ongoing training recommendations of professional development.
  • Analyze core business processes and workflows while efficiently managing end-to-end project delivery processes of internal and client activities.
  • Responsible for business metrics, strategic management of project resources, developed processes and streamline overall business operations.
  • Conduct program financial services studies assigned by management including comparative analysis on program spend; tracking deliverables to align with budget.

Senior Business Analyst

Confidential

Responsibilities:

  • Managed targeted data-driven analysis of business processes and improvement implementations in providing exemplary customer focus, efficiency, accuracy, and effectiveness of business processes.
  • Analyzed, identified, and conducted research to perform studies and surveys to obtain data to resolve issues and/or recommend solutions.
  • Work with business partners on the deliverables needed to target each week effectively through software system.
  • Accurately maintained delivery notifications and coordinated project teams, planned and prioritized tasks, identified and distributed key resources, created workflows, and provided integral guidance and direction to project team members.
  • Provided project management methodologies, including documenting minutes and tracking action items; continually identified project resources, and created process workflows.
  • Successfully tracked and distributed training webinars to technicians to uphold certifications. Maintained technician awareness training, implemented best practices and business processes.

Confidential

Senior Supply Chain Analyst

Responsibilities:

  • Managed Supply Chain initiatives of detailed baseline reports through in-house technical resources, sourcing, milestone dates, inventory management, financials, and deliverables for numerous projects, including collaborating with SMEs to provide information necessary to complete projects.
  • Project manage sourcing engagements with cross-functional teams and suppliers, drive supplier issue resolution/escalation, and perform supplier risk assessment. Manage supplier through performance evaluations, scoring, and quarterly business reviews. Create and present business cases, communicate engagement milestones, cost management, and strategic plans for executive review.
  • Managed generating end-user compliance reports, updating workflow and docusign files, maintaining supply chain scheduling, and facilitating efficient performance improvements. Developed desk manual policies and procedures, including creating, finalizing, and delivering purchase orders to supplier and accounting department.
  • Generate significant improvements, including fewer mistakes and faster deliveries; report decrease in parts shortages by 100%.
  • Achieved 100% in Root Cause Analysis and prepare weekly quality assurance reports.
  • Responsibility to calculate percentages, discounts, and/or commissions of relevant information as it relates to changes or financial reporting.

Confidential

Regional Branch Office Administrator

Responsibilities:

  • Worked with Human Resources on various requests as it relates to performance evaluations, investigations, recommendations, payroll, turnovers, contract updates and relationship building.
  • Maintained vendor management and contract execution process; track, budget, forecast and provide status reports.
  • Created and managed training materials for new hires and/or rehires; maintained licensure verifications and executed payroll processing timekeeping systems, scheduling, and reporting; managed billing and processing of queries concerning accounts; provided verification of resolution of discrepancies with accounting and compliance department.

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