SUMMARY

• Seasoned analyst possessing exceptional technology skills in systems analysis, information technology platforms and technical support.
• Skilled in collaborating with all clients and members of teh organization to achieve business and financial objectives. Excel in driving system performance, forming strategic partnerships and successfully implementing and overseeing complex multi - level projects. Strong team player with an ability to work individually to meet deadlines and goals. Instrumental in streamlining and improving processes, enhancing efficiency and productivity through teh implementation of cutting edge technological solutions.
• Technical proficiency in MS Office, Mac OS, Toad for Oracle 11.6, SharePoint, HTML, Visio, VMware, BMC Client Management & Footprints Service Core, Active Directory and CRM systems.

TECHNICAL SKILLS

• Systems Analysis
• Application Support
• Client and Vendor Relations
• Strategic Business Analysis
• Change Management
• System Administration
• BMC Client Management
• Escalation Response
• Test Creation & Maintenance
• Metric Report Generation
• Process Improvement
• Technical Document Creation
• SQL Server
• BMC Service Desk
• User Support
• Bug Tracking
• Systems Development Life Cycle
• SLA Management
• Project Management
• Scrum/Agile
• PowerShell Scripting

PROFESSIONAL EXPERIENCE

Confidential, West Palm Beach, FL

IT Service Desk Manager & Business Analyst

Responsibilities:

• Created, implemented and restructured a process improvement on an ITIL-based service operation to manage and support over 40 applications, dramatically enhancing efficiency.
• Currently evaluating Service Desk Management Software to implement into our environment.
• Coordinated with project managers on far-reaching projects, helping business stakeholders with fulfillment of system change requests involving holding weekly and monthly meetings to report on KPIs with clients, businesses and IT stakeholders. Worked with vendors to improve first-call resolution KPIs.
• Responsible for ensuring SLAs (service desk requests, incidents. request for information and access, change management) were met in a timely fashion.
• Instrumental and efficient escalation point responder for level 2 and 3 escalations.
• Training off-shore staff to take over day to day support of OTIS Application support.

Confidential, West Palm Beach, FL

Systems Analyst

Responsibilities:

• Developed an external eRecording process, generating over $34 million in revenue in a 5-month time frame and streamlined teh recording process.
• Constructed and executed 4 innovative CSI environments using Microsoft Server 2008 R2 and 2012 and VMware vSphere to closely resemble production environments.
• Analyzed, produced and executed QA test plans and scripts to define specifications for QA and User acceptance Testing (UAT).
• Planned, recommended, patched, tested and implemented new solutions and changes to existing system applications.
• Implemented and administrated BMC Footprints Service Core and Client Management software.
• Evaluated existing procedures and developed new approaches in order to refine business objectives.
• Employed more efficient implementation processes of vendor’s proprietary software, including teh creation of training modules for various enterprise software systems (IDM, Combined Validation, Kofax, New Vision and ShowCase Software).

Confidential, Boca Raton, FL

System Administrator & API Healthcare TSS Engineer

Responsibilities:

• Responsible for application release management processes through all environments.
• Implemented and administered teh BMC Footprints Service Core and Client Management Environments including user access, training, testing and workflow creation.
• Generated technical user-training guides for BMC Footprints Service Core and Client Management Software and troubleshooting steps.
• Used BMC Client Management Software for Patch Management of Servers and Desktop PC’s.
• Assembled and reviewed API Healthcare (TSS) Security Matrix as part of System Operations Team.
• Chaired change management meetings with all levels of management, IT, business users and vendors to ensure company standards were being met.
• Head of administering all API Healthcare (TSS/CSS) Environments.
• Windows Server Administration 2008 via VMWare software.
• Created and maintained all plans and user acceptance testing (QA & UAT) for all software and hardware changes. Collaborated with primary vendor to fix defects based on change control procedures using Agile methodology.

Confidential, Bloomington, MN

Senior Systems Engineer for BMC Asset Client Management 11

Responsibilities:

• Provided full life-cycle software implementation services for clients on-site, nation-wide. Provided technical guidance and support on-site and remotely.
• Completed software, hardware, database, and network management installations, conducting policy and performance audits for all installation services to verifying configurations were completed according to client requirements.
• Created customized training plans for teh client and conducted their training sessions for BMC Client Management (Asset Core) 11 including using teh Patch Management module included in teh software.
• Performed software implementations to customers on-site for upwards of 3 months.
• Managed all client, partner and vendor relationships to ensure highest degree of satisfaction was met.

Confidential, Juno Beach, FL

Senior QA Analyst, Data & Business Analyst

Responsibilities:

• Researched and developed a Royalty Management application User Guide resulting in a decrease of calls to teh vendor that saved company $75K annually.
• Created reports using SQL Server for business management group, reducing time spent extracting data from teh application by 75%, resulting in a cost savings of over $150K annually.
• Input 15 projects into Royalty Management application, producing over 15 million in payments to Landowners, resulting in payment amounts of over $30 million dollars.
• Documented business requirements, test plans and test cases for QA and UAT testing to support application enhancements, upgrades and new implementations in accordance with SOX compliance & Six Sigma environment.
• Developed SQL queries and reports in SQL Server 2005 providing same to users. Worked with internal audit creating SOX compliant documents according to company guidelines.
• Worked with Vendor to implement patch management on teh systems housing teh Vendor software.