Competency Summary

Experienced business analyst with more than fifteen years of progressive management responsibility within Software Development Compliance Assurance Accounts Payable Mortgage Loan Service Delivery and Project Management and business segments. Effectively manage multiple OCM application support projects. Charismatic leader establishes partnerships with cross-functional teams identifying individual team member s strengths to collaboratively accomplish project and achieve company goals observing to budget controls. Utilize SDLC and ITIL methodologies to assure successful project deployment. Adeptly employs inventive processes to create innovative solutions to complex problems within global fast pace environments.

Core Qualifications

COMPUTER SKILLS

• Software Microsoft Office Excel PowerPoint Word Lotus Notes Access Outlook Siebel Remedy Clarify
• Service Desk ServiceNow POS/RPE NCR Exterro Fusion Service Manager Change Management Quality Center HP PPM Info Management PCAmerica
• Programming Languages C SQL Basic Assembler COBOL Basic JCL
• Operating Systems Windows DOS CICS IMS MVS DB2 MQSERIES
• Hardware IBM Texas Instruments Apple/Macintosh
• Databases SQL DB2

Professional Experience

Business Analyst IT/Compliance

Confidential

Responsibilities

• BA IT Analyst review and validate user access to Disney finance INSuite applications INSIGHT and INVISION .
• Review worldwide user access assure appropriate application role is assigned commiserate to division position/job role and regional guidelines. Achieve DCP/IT service levels SLAs assure required Service Center Changes Release Incident and Problem management tasks meet compliancy regulations. Assure end user application and system change requests meet business needs and expectations.
• Document compliance discrepancies and anomalies recommend remediation and validate resolutions are appropriately implemented.
• Prepare Monthly BI DCP/IT operational SOX and Safe Harbor reports and distributed to IT Compliance and DCP IT worldwide regional managers and executives. SOX compliancy evidence submitted to Disney Corporate and PWC Price Waterhouse Coopers auditors.

Accomplishments

• Fiscal 2011 2012 and 2013 INSuite SOX Audits passed without findings.
• Assumed ownership and responsibilities of additional Safe Harbor Audits
• DCP Staff Termination and Transfer reports analysis
• DCP ELM Bi-Monthly Bounce-back Audit Process
• Authored INSuite Compliancy Enhancement BRD
• Participated in INSuite Change Control Validation project as CAB member
• Gathered RFCs obtained approvals prioritized functional system enhancements updated change logs and coordinated bug fix roll-outs within DCP.
• Increased responsibility in DCP/IT SOX Compliance - Produced various reports
• DCP/IT Operations SLA Reports HP Saas/Service Mgr.
• DCP/IT Application Use Intra - Department Chargeback
• Team Forecasting Clarity Reports

BUSINESS ANALYST

Confidential

Responsibilities

Capture preserve and store relevant META data for possible litigation. Guarantee accurate execution of Robocopy data retrieval and recovery scripts. Manage data archives monitor storage space make sure storage drive back-ups are successfully run. Produce weekly eDiscovery Matter Data Collection operation and Chain of Custody incident reports. Back-up and maintain SharePoint pages and data repositories. Liaison for legal department FOR Exterro Fusion software implementation project.

Accomplishments

• Used ITIL methodology to validate that collected data meets defined parameters and is technically accurate.
• File Chain of Custody articles and supporting documentation promptly and proficiently
• Authenticated/adapted and defined Exterro Fusion software UAT and test plans.
• Implemented and validate software functionality identified deficiencies and recommended solutions and enhancements to Exterro Fusion product.
• Created training documentation and Quick Start Guides utilized in training Legal division.
• Monitor data store volumes run Robocopy scripts and commands to archive older data and assure that an adequate amount of space is available to store current data.

ONSITE MANAGER

Confidential

Responsibilities

Install and configure retail Point of Sale POS system. Train business owners and staff. Develop operational reports maintain staff schedules. Provide ultimate customer satisfaction. Develop and maintain payroll and inventory control.

Accomplishments

• Installed PCAmerica POS software 5 terminals as stipulated in business owner s requirements.
• Configured software to meet business need.
• Maintained the highest level of customer satisfaction by resolving all tangible problems and concerns.
• Developed actionable staff performance reports.
• Produced timely nightly operations inventory control and payroll reports
• Software upgrades thoroughly tested and implemented into POS system.

TREASURY IT HELP DESK MANAGER

Confidential

Responsibilities

Build Treasury Help Desk. Utilize ITIL strategy developed integrated support plan for financial applications. Utilize SDLC model and knowledge to adopt and incorporate flagship Accounts Payable software within Treasury IT product suite. Ensure proposed AP application initiatives fulfill organizational objectives and fit corporate vision and mission. Collaborated with treasury stake holders application development network data along with resource owners molded numerous development release/change demand incident problem management single silo tools and solutions into a comprehensive distributed support model. Hire IT engineers to support Treasury infrastructure provide diagnosis and carry out help desk tasks to support users in Financial Services Loan processing and Accounts Payable divisions.

Accomplishments

• Leveraged ITIL experience to build inclusive service strategy for critical treasury financial applications.
• Critical member of implementation team tasked incorporate AP Treasury acquisition into accounts payable division.
• Developed strategies and processes with the customer in areas such as performance metrics and measure escalation change management and communication.
• Primary contact for operational tactical issues representing delivery of services to the end users.
• Managed stakeholder and end user expectations utilizing performance metrics reporting escalation management communication plans
• Designed and documented change management program to support AP application deployment plan.
• Implemented design adjustments to Telephone and Solution ServiceNow/Remedy Database environments for applications.
• Migrated Lotus Notes ITIL databases Incident Design and Enhancement to SharePoint
• Monitored availability functionality permissions and usage of SharePoint environment.
• Maintained SharePoint databases/warehouses used to manage application deployment progress projects release within scoped costs.
• Provided guidance to project managers and stakeholders on the benefits and use of the change management program
• Formed cross-function focus groups JAD teams to collaboratively improve communications and service delivery effectiveness.
• Facilitate communications across and between IT product groups
• Effectively helped Treasury IT division utilize HP product solutions for IT operations incident and compliance monitoring
• Conducted Change Advisory Board CAB meetings - utilized cross-functional team to evaluate change requests provided statistical data and progress of change requests
• Monitored weekly CM metrics and provided status report HP Saas/Remedy/ServiceNow to management team increased communications and status visibility.
• HP project views and Service Manager/change management task kept up to date
• Integrated telephone change and solution databases into centralized ServiceNow management tool.
• Hired highly skilled IT engineers to provide comprehensive assured proper change and operational processes and procedures were followed to assure that effective application and hardware support.
• Conducted training sessions for desk-side support analysts internal and external application users.
• Created comprehensive application support plan and play book for fundamental financial applications including SLA definitions incident handling change management process.
• Constructed and managed UAT process assure stakeholder end under and data holder participation to assure successful implementation.
• Established escalation management process for financial application s insuring incidents quickly moved to resolution division.
• Created RCA teams to improve intra-departmental resolution collaboration and increase visibility accountability and responsibility.
• Application support model leveraged ITSM techniques for problem diagnosis techniques SQL queries and problem recreation to identify and resolve problems.
• ITIL methodology used to produce Treasury IT Help Desk Operation Reports monitoring applications process and service performance insuring effectiveness of existing systems and protocols.
• Actively lead and participated in multiple projects to meet Sarbanes Oxley Audit requirements.
• Distributed System Wide User Notices and technical updates.

TECHNICAL SUPPORT MANANGER

Confidential

Responsibilities Service Department and supervise technical staff to maintain high level of customer satisfaction.

Accomplishments

Revitalized inbound and outbound service operations by implemented inbound call receipt and outbound call initiation procedures coupled with extensive in-service staff training that resulted in an increase of 55 points in customer satisfaction.

Negotiated resolutions with customer to achieve a win-win outcome for customers and the company.

Reengineered support operation model utilizing ITIL and ITSM procedures. Conducted comprehensive evaluation and ascertained the necessity of purchasing new equipment establishing a new support method improving specific service delivery of processes and monitoring progress to achieve an increase in customer satisfaction by 45 .

MANAGER OF TECHNICAL SUPPORT- Middleware

Confidential

Responsibilities

Manage 30 middleware and UNIX/TIVOLI systems support engineers. Maintain and exceed SLAs and high customer satisfaction results. Sustain outstanding team morale. Track and record customer enhancements and user trends to improve experience software emersion and performance.

Accomplishments

• Resolved critical systems outage calls from fortune 500 clients by assembling cross functional teams collaborated with clients to develop action plans to identify and diagnose problem systems. Continually improved POS brick-and-mortar implementation e-commerce operation and end user experience. Scheduled and lead team status meetings brought forth findings recommendations to modify software programming planned implementation of corrective fix and participated in week-end status reports that retained 1.5 million in revenues.
• Software delivery SDLC module Assisted with modification of support delivery model charted current and helped plan new Six Sigma ITSM concept from end-to-end software concept through end-of-life cycle .
• Project successfully implemented service management and delivery systems in distributed software offerings for targeted UNIX and Tivoli environments.
• Identified staff knowledge gaps world-wide and assembled internal and external educators offering and tools that significantly increased engineer productivity and efficiency.
• Create change management process to support POS application re-branding/re-engineering.
• Used systematic change management methodology to ensure POS application OS business processes development plans and support plans were strictly followed in keeping with time table.
• Review business process requirements and re-engineering meetings
• Lotus Notes application support databases kept up to date
• Conducted CM launch focus and readiness meetings - ensured
• CMS Reports distributed to stake holders
• CMS updated appropriately with status
• Facilitated CM meetings to ensure priority next steps critical issues escalation and concerns mitigated which reduced resistance performance gaps and scope creep.
• Communicated UAT dates and participants and roll-back readiness.
• Create and manage User Surveys Analysis and additional reports
• Developed project plans documented objectives expected high results assigned time-lines assembled cross-functional technical partnerships and monitored progress until mutually satisfied resolutions were achieved.
• Designed training modules for internally developed proprietary POS software.
• Conducted training sessions for Tier 1 and Tier 2 software support analysts customers and end users on software installation customization and software use.
• Proprietary middleware and POS software successfully implemented into over 150 worldwide production environments.
• Compiled and generated quarterly reports for worldwide staff education attendance and accomplishments that were distributed to Senior Director and CFO/Vice Presidents.
• Significant contributor to the Servers and Support Professionals Association certification processes that resulted in Candle Customer Support receiving the SSPA certification award for 2001 and 2002.
• Participated in IT Services Management ITSM solutions based training on ITIL best practices that focused on the people process and technology organization and integration perspectives of providing business solutions within the IT infrastructure. Included all aspects of ITSM best practices and methods from analysis through architecture and design to planning implementation and support

SENIOR TECH CUSTOMER SUPPORT MANAGER - MQSeries

Confidential

Responsibilities

Provided 24/7 critical software support for customers worldwide 200 engineer.

Accomplishments

• Major participant on Call Center Performance improvement project to establish intra-departmental resolution team collaboratively reduced software problem incidents improve incident resolve time increased focused team approach to problem resolution.
• Redesign of call center performance score cards utilized to capture essential qualities of high-level customer service.
• Implement automated call center customer survey and tracking system which increased structured user feedback and reports boosted user satisfaction scores from 90 to 95 .
• Constructed and managed cross functional UAT teams. Created training documents incorporating division business policies application objectives charts and workflows Support plan and real world UAT based FAQs.
• Strengthened team member growth by merging soft skills and technical acumen into training into a integrated mentoring / coaching training offerings.
• Enhanced ROI documents - integrated design development specification business flows user and technical case scenarios providing complete software analysis.
• Restructured procedures by identifying problem trends monitoring telephone quality and access staff performance increased team service level by 12 .

TECHNICAL SOFTWARE SUPPORT MANAGER Mainframe

Confidential

Responsibilities

24/7 call center responsible for 35 mainframe MVS systems engineers.

Accomplishments

• Managed technical engineering team email and web-based support channels responding effectively to customer needs.
• Contributed to enhanced customer satisfaction initiatives and achieve all service level objectives.
• Resolved escalated technical system outages.
• Streamlined technical publications and support guidelines.
• Mentored junior engineers boosted team moral by acknowledging technical proficiencies and accomplishments.
• Kept Budgets inline.