Program Analyst Resume Profile

HELP DESK PERFORMANCE SOLUTIONS /

TECHNOLOGY IMPLEMENTATION PROJECTS

Experienced in defining needs and recommending solutions that deliver value to stakeholders, in both Help Desk and implementation environments. Diverse experience in large scale enterprise-wide IT projects. Key strengths include:

Metric Development and Analysis
Strategy and Planning
Project Planning and Management
Customer Relationship Management
Team Leadership and Management
ITIL based Service Level Management
Strategic Thinking
Written and Verbal Communication

TECHNICAL SUMMARY

Hardware: Desktop/PC Symbol Technology product scanner - retail product equipment, Avaya telephony system

Applications: Microsoft Office 2010, BMC Remedy Call Tracking System and Reporting, eTrack Call Tracking System, Genesys and Adobe Connect Pro Conferencing Systems PGi eConferencing webinars PeopleSoft, Mercury, Labor Management Systems LMS and BlueCube - payroll applications

Marriott Proprietary Applications: Sales and Catering Sales Force Automation Web, Discovery Caf sales applications experience utilizing Darwin and Active Directory for associate PC profile settings Marrk1 used to determine Win 7 compatibility and hardware availability on site PeopleSoft HRMS, MarrPay, and Profiles Mainframe HR Employee Applications

PROFESSIONAL EXPERIENCE

Confidential

Program Analyst

Developed, analyzed and reported key service and quality metrics based on call tracking and daily monitoring of associates' customer interactions.
Collaborated with Client Services Help Desk Management in planning process improvement strategies to implement customer service training for Help Desk associates.
Maintained service level database for reporting to upper management.
Managed logistics for all BMC Remedy Training WEBINARS.
Key Accomplishments
Recommended and implemented strategies that generated substantial performance improvements against key metrics:
Reduced average speed of call answer by half, from ten seconds to five seconds.
Improved number of calls required for problem resolution from an average of three calls to one call.
Earned number one rating for seven consecutive years in an independent audit comparing Help Desk performance among similar companies.

Lead Support Analyst

Confidential

Supervised the Human Resources Group in providing functional and first level technical support to 486 BlueCube and 220 Labor Management Systems LMS user locations with payroll and Employee Training tasks.
Provided strategy and planning that directly impacted customers and vendors in the HR Systems arena, utilizing MSSC tools and applications including eTrack Call Tracking System, Microsoft applications, UNIX, Labor Management Systems LMS and BlueCube Payroll applications, PeopleSoft HRMS, MarrPay, and Profiles mainframe. Provided metrics development and analysis to upper Management and Business Partners for new development and/or enhancement to supported applications for field properties.

Confidential

Support Analyst

Provided help desk support using eTrack Call System and working with vendors Radiant-Red Prairie, IBM subsidiaries, Kronos and Interboro to resolve hardware and software problems.
Provided first and second level support for functional/technical use for HR Property-Based Systems and MHRS weekly and biweekly payroll.
Supported NGS Sales and Catering with TOPCAT and ASAP software for field troubleshooting.

Confidential

Serviced and retained critically important travel agent weekend familiarization or FAM tour business.
As key contact for six FAM tour groups, ensured that every aspect of their three-night stay with multiple catered events was delivered with outstanding service and operational efficiency.
The tours produced 18K in rooms revenue 150-200 room nights and catering income of 16K , and laid the groundwork for substantial future group business from clients of the attending travel professionals.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship