SUMMARY:

To work in a position that maximizes my current and experience, and provides room for diversity and advancement.

PROGRAMMING AND SOFTWARE SKILLS:

COBOL, HTML, SQL, Microsoft Office (Word, Excel, PowerPoint, Publisher, Outlook, Visio), Hummingbird DM, Adobe Acrobat, Hummingbird DM, Multiterm, Peoplesoft, TAIMS, TRS, Matlab, Mutlitrans, Mathtype, MeetingPlace, Citrix ICA Client, VPN, Active Directory, IBM Lotus Notes, HP Quality Center, Snag - IT, BMC Remedy

PROFESSIONAL EXPERIENCE:

Help Desk Analyst/Business Analyst

Confidential, Washington, DC

Responsibilities:

• Completing tickets and technician requests within specified SLAs (Service Level Agreements)
• Troubleshooting Lenovo computers, MAC, Blackberries, iPads, iPhones, HP, Cannon printers, Cisco Phones,
• Providing the first level and second level troubleshooting for Adobe Acrobat Pro, IE, Google Chrome, MS Office Applications, Bloomberg, Fiberlink e360, Access WB, Outlook Web Access
• Provide hand - on support for users having difficulty with functionality, and customizing features where necessary to increase efficiency
• Troubleshooting networking and connection issues, and ensuring users are able to connect wirelessly with laptops or other devices
• Recommending hardware solutions regarding personal computers in assigned areas
• Ability to operate computer peripherals including monitors, printers and scanners
• Assisting with computer studies, projects, and implementation of policies throughout area of assignment.
• Conducting diagnostic reviews and produces error reports as requested by customers in order to identify and correct any problems
• Assisting with UAT (User Acceptance Testing) and reporting errors or issues via the provided channels and through Remedy ticketing system
• Translating customer needs into system, hardware, software, performance, network, and interface requirements

Business Systems Analyst

Confidential, Greenbelt, MD

Responsibilities:

• Coordinating and modifying user requirements in terms of existing and projected computer capacity and capabilities
• Facilitating and assisting the solution selection in the decision making process, in addition to providing the necessary information to enable the business make informed decisions
• Facilitating interviews with end users to capture user requirements, business procedures, and identify system requirements
• Developing and documenting business requirements, technical retirements, test plans, and tests cases for Image Processing Application (IPS)
• Interacting independently with clients of varying associate or managerial levels regularly to gather and analyze business requirements, interpret business needs and issues, in order to design solutions that will solve technical and business problems utilizing different tools and processes to streamline the teams development activities
• Serving as a conduit between internal and internal customers and the software development team for flow-through of requ8irements
• Collaborating with developers and SMEs (Subject Matter Experts) to establish the technical vision and analyze trade-offs between usability and performance based on users’ needs
• Acting as a liaison between the business and the technical team to obtain business rules and detailed functional, business, and user requirements that will help make the system development easier
• Supporting the configuration management team with software release information or enhancements and managing and maintaining all project artifacts
• Providing reports on the project schedule to the project manager and supporting other team members to ensure the project’s success
• Participating in testing of current systems to benchmark against newer redesigned systems

Business Systems Analyst

Confidential, Washington, DC

Responsibilities:

• Analyzing customer needs, and determining requirements to anticipate and resolve issues, as well as finding solutions by means of automated systems
• Conducting frequent meetings to interview business users, SMEs (Subject Matter Experts), and other stakeholders, to gather and document business needs and translate them into the functional requirements document (FRD)
• Utilizing MS Visio to create various flow-charts, user case and sequence diagrams to provide detailed outlines of the various actors of the system and how the various components of the system interact
• Proactively communicating and collaborating with external and internal customers to analyze information needs and functional requirements, as well as to deliver the artifacts needed (such as the business requirements document (BRD), Use Cases, GUI, Screen, and Interface Designs)
• Conducting frequent meetings to meet with and interview business users and SMEs (Subject Matter Experts), to gather and document business needs and translate them into functional requirements
• Gathering and documenting the architectural plans for migrating from legacy platforms to J2EE architecture
• Participating in Joint Application Development (JAD) sessions with project stakeholders to capture business rules, business processes, and system requirements for existing/legacy systems
• Collaborating with developers and subject matter experts to establish the technical vision of and analyze the trade-offs between usability and performance needs

Technical Support Analyst

Confidential, Washington, DC

Responsibilities:

• Providing end user support to about 4000 users at the Confidential headquarters in Washington, DC and Resident Representatives abroad and documenting incidents and resolutions in the Remedy ticketing system, and escalating tickets to tier II support
• Providing the first level of troubleshooting for software applications like MS Outlook, MS word, MS Excel, Hummingbird DM, Multiterm, Peoplesoft, TAIMS, TRS, Matlab, Mutlitrans, Mathtype, MeetingPlace, Phoenix, Adobe Acrobat used within the organization, customized software, and hardware
• Assisting internal users who are experiencing operational, hardware, or connectivity problems using Citrix ICA Client, SSL VPN, VPN Check point, and Data stream
• Connecting remotely to users’ computers using Remotely Anywhere to troubleshoot software problems * Providing phone support to troubleshoot IBM computers, Dell computers, Compaq computers, Blackberries, Palm Pilots, HP and Xerox printers, fax machines, and sometimes Cisco Phones, connectivity issues and on-site resolutions to computer problems during departmental walk-through
• Sending tickets that apply to other applications or that require further troubleshooting to the appropriate departments
• Providing technical assistance to users who request assistance or information by e-mail
• Analyzing and troubleshoot local area and wireless network connectivity issues using security software like Ad-aware, Spy Sweeper, Symantec Antivirus, and Zone Labs
• Working with network administrators to provide network access to new users and troubleshoot network
• Completing calls, email, and technician requests within specified SLAs Purchased articles were printed in the quarterly 32-page magazine published by the museum.

Consumer Loans Officer

Confidential, Vienna, VA

Responsibilities:

• Resetting Touch-Tone Teller passwords, and signing members up for account access via the web
• Sending tickets via Lotus Notes to get loan information corrected, obtaining requested histories on members’ payments, and educating members on using the internet to obtain account information
• Inputting loan information from loan applicants in the system, forwarding loans to the credit committee, and making decisions on loans within my departments limit
• Providing credit counseling and loan information to prospective borrowers and members over the phone * Making adjustments where necessary and notifying specific departments