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Help Desk Analyst Resume Profile

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Attributes

  • Detail oriented utilizing analytical skills to assure business/technical requirements meet the expectations of the business owner.
  • Consistent in utilizing development skills to rapidly and cost-effectively create new tools which meet requirements.
  • Quick to learn and understand new technology equally successful in both team and self-directed settings and proficient in a range of computer systems, languages, tools and testing methodologies.

Major Accomplishments

  • Confidential Computer Analyst Assisted with implementation of new, innovative and first only then patient repository of any hospital in St. Louis. This was accomplished as a need to reduce paper usage by eliminating charts.
  • Confidential Yearbook Help Desk Analyst Anchored the Help Desk team as the Microsoft Expert to offer technical support via phone, software and hardware resolution for enterprise wide environment.
  • Confidential Assisted with build, formulation and implementation of new Occupational Health corporate entity. This entity
  • included 3 Hospitals and 1 Corporate Office. This initiative was in response to insurance reimbursement changes.
  • Confidential Delivery of new circuits for new, highly visible companies, such as Digital Island, E-Trade and Level 3.
  • This was the beginning of the digital age and internet now becoming main stream. Most prominent circuit first Internet Concert Confidential
  • The Designed and implemented new SQL Server environment to automate cleansing tool in preparation for its client's new service, U-verse.
  • Formulating business plan for entrepreneurial opportunities by opening a child care center.

Hardware:

Wintel Servers, AIX Mainframe

Systems:

Windows 9X/NT/2000/XP/2K3/Vista, Novell, VM Ware, MAC OS

Applications:

SQL Server 2000- 2010, Informatica 8-9, Golden Gate 9-10, SharePoint 2005- 2010, Vantive AT T

Databases:

Relational SQL Server, Oracle, MS Access, DB2, Non-Normalized, OLAP, Teradata

Languages:

Visual Basic.Net, VBA 6, ASP.Net, , C , CSS, Perl, Java Scripting, Unix, SQL,PL/SQL, T-SQL, HTML, XML, AJAX,

Fortran, COBOL, PASCAL

Software:

MS SharePoint Designer, MS Visual Studio, Toad, MS Project, MS Visio, MS Office, Lotus Notes, SSRS, SSAS, SSIS

SDLC Methodologies:

Express One AT T

  • Driver Helper / Pre-Loader Route incoming packages to
  • various destinations. Assist driver with package delivery. Track delivery trends.

Bradford and Galt Biomedical Solutions

  • Assisted Senior DBA with the Development and deployment of new data warehouse build including process of building test SSRS reports for data conditioning in order for pre-data warehouse data comparisons. Provided some troubleshooting of Oracle Forms for resolution via Oracle Developer Suite
  • Senior Systems Engineer: Developed Visual Basic script to automate maintenance tasks within server/mainframe environments. Developed SSRS reporting of system analysis information via Visual Basic, SQL and MDX. Developed SSIS packages. Developed MDX scripting for troubleshooting of SSAS reports Developed and managed resolution web services for failed SSRS/SSAS scheduled reports. Provided necessary assistance with major projects related to system upgrades and/or maintenance.

Macy's Chesterfield, Missouri

  • Created PL/SQL queries for unit testing and performance tuning. Configured SQL Server 2005 and Oracle Client in Windows 2003 Wintel environment. Developed and supported Website for DMT tool using ASP.NET, C .NET and VB.Net. Created Web services WSDLs and SOAPS. Developed reports via SSRS, SSAS Cubes via SQL Server for data analysis. Developed and managed DTS/SSIS/ETL packages. Assisted with design and testing of data warehouse creation. Developed tools using AJAX, Report Writer, BizTalk. Maintained LAN/WAN and Wireless Networked systems and help design, install and maintain all internal and external networks. Monitored, evaluated and supported a highly secure Internet. Maintained and evaluated network systems. Designed, deployed, and managed Internet firewalls, VPN resources. Ensured information stored and transmitted properly. Monitored compliance with all regulations and laws. Assisted in the installation and integration of applications. Assisted with network disaster recovery planning. Maintained access to servers, databases and applications.
  • Application DBA Developer/Business Analyst Assisted Senior Architect in design of Wintel infrastructure including the gathering of business and technical requirements. Served as Share Point Administrator. Used CASE methodology to describe the scope of the software needs. Created scripts and algorithms, stored procedures, SQL, PL/SQL and triggers for scheduled events using SQL, PL/SQL for manipulation of normalized, non-normalized and GIS data. MDX used to create and modify OLAP cubes.
  • SQL Server Developer: Handled the auditing process for all documented operations in the development of its products in order to prepare for federal audit to be conducted the FDA. This included data integrity comparisons according to vizio as well as other documented operation standards. Utilized VBA to created automated scripts for investigative purposes. As well as utilizing other skills such as VB, Oracle, SQL and access. Transitioned data via Syncsort, SQL loader and ETL processes.
  • Sales Associate: Provide customer assistance regarding potential apparel purchases. Assisted with inventory. Assisted with the sales promotions such as credit card applications and special fundraising events.
  • Business Analyst: Utilized C , Microsoft .NET, XML, XSLT, XSD, SQL Server 2000, VMware 4.5, Surround SCM, TestTrack Pro, Visual Studio .NET 2003. Acted as Lead Developer on SQL Server 7 to SQL Server 2000 conversion project. Participated as member of the site operations team. Created monitoring tools using Perl. Developed database application features such as advanced search, calculated fields. Helped convert ASP applications to .NET applications. Acted as a liaison between various local technology teams, support teams, and business units to analyze, document, review, and secure agreement on business requirements for local Express One standards. Assured global standards were in alignment. Leadership in suggestion/implementation of new and better process standards. Gathered and validated component requirements, and organized the test cases. Responsible for various data testing aspects of the product, including both test case creation and execution with clients and internal support groups to analyze and respond to requirements and certain service issues. Participated in analysis and recommend of various standards for global BA group. Reviewed/Analyzed/Advised requirements and impact of complex new venues. Participated in sales calls. Implemented customizations for customers. Developed T-SQL scripts to restore customer data to the production site. Migrated SQL 2000 to SQL 2005 including rewrite of custom data transfer applications utilizing BCP, DTS, and .NET C VB.NET .
  • Business Analyst/Developer: Analyzed customer needs regarding designing an online template for its HR department. Verified all system resources were available in the correct versions. Created database form data retrieval. Created all HR forms for online usage. Tested all steps for accuracy. Tracked and reported milestones and accomplishments via MS Projects.
  • Application Developer: Utilized PERL, SQL and vendor software for application development called SPCM. Assisted in the development of project requirements client and application . Developed and implemented test plan, working closely with the vendor and the client to apply quarterly releases and new project work. Created stored procedures, SQL, PL/SQL. Created triggers for scheduled events using, SQL, PL/SQL. Implemented and tested User Acceptance Testing UAT procedures. Created SQL queries for unit testing. Acted as a liaison between various local technology teams, support teams, and business units to analyze, document, review, and secure agreement on business requirements for local Express One standards. Assured that align with global standards were met. Leadership in suggestion/implementation of new and better process standards. Gathered and validated component requirements, and organized the test cases. Responsible for various data testing aspects of the product, including both test case creation and execution. Interacted with clients and internal support groups to analyze and respond to requirements and certain service issues. Participated in analysis and recommend of various standards for global BA group. Reviewed/Analyzed/Advised requirements and impact of complex new venues.MDX used to create and modify OLAP cubes. SSIS/DTS packages building, execution, deployment and customization of the ETL packages in the SSIS/DTS checkpoints, restart, and package security, maintaining the package security transactions, isolation levels . Performed various reporting schemes via ACCESS, SQL and Business Objects. Identified and rectified FTP file issues. Conducted server backups for both test and production environments. Updated Website for reporting and tracking trouble ticket issues, utilizing JAVA and Dreamweaver.
  • Technical Business Analyst: Developed procedures for processing monthly invoices via SAP Sarbanes Oaxley. Developed procedures for on-boarding requests for contractors, new hires and coops in compliance with Sarbanes Oaxley. Developed technical binders for People Review. Developed process for calculating People Review results for Global ERP. Provided technical support for finance support IT/HR teams. Assisted the SAP HR/IT team with deployment of SAP ESS/MSS project via meeting planning. Developed automated procedure to consolidated monthly reports for submission to the HR/IT Team Lead for Global ERP Director. Acted as Sum Total/Learning Express Administrator. Supported manufacturing team with PM modules in SAP
  • Quality Engineer:Developed and executed detailed test plans for the Web application. Created scripts using Perl and Win Runner to automate various manual, load, and performance tests. Discovered a major security vulnerability which created a large cleanup project. Managed lab hardware including OS and build installations, ghost images, and patches. Provided data analysis, reporting, and data integrity using SAP, MS Access, SQL, and MS Excel. Developed Perl scripts to automate the PGP Encryption and FTP transfer of various 834 interface files. Created HTML surveys. Updated and cleaned HTML on various Websites. Developed and maintained management tool using Java development of the GUI. Served as member of the software development team using Visual Source Safe, HTML, JavaScript, CSS, ASP, SQL procedures, SQL Server 7, IIS, and COM. Created Web-based tools using ASP and JavaScript. Automated IIS 4.0 configuration using ADSI and Windows Scripting Host. Created indexing for form retrieval.
  • Office Administrator Coordinated business meetings, seminars and church events.Composed business meeting documentation for distribution and archives. Developed office procedures for tracking activities and communicating to various church organizations for senior executives and their subordinates of the Pastoral team. Developed and maintained database integrity consisting Church Membership. Designed weekly, 8-page bulletin, including graphics and creativity. Analyzed statistical reports and presentations for Pastor, Deacons, Trustees and Treasurer. Provided training/troubleshooting for Internet, Microsoft products and hardware. Prepared Board Meetings and Business Meetings. Composed speaking notes for Pastor and other church speakers and facilitators.
  • Implementation Specialist / Business Analyst: Served as customer advocate for delivery of services to a highly visible commercial account. Analyzed business needs for service-delivery requirements. Acted as a liaison between various local technology teams, support teams, and business units to analyze, document, review, and secure agreement on business requirements for local Express One standards. Assured alignment of global standards. Leadership in suggestion/implementation of new and better process standards. Gathered and validated component requirements, and organized the test cases. Responsible for various data testing aspects of the product, including both test case creation and execution Set deadlines for circuit design activities to ensure timely delivery of services. Communicated with management to gain internal support of customer's non-standard interval requests. Coordinated conference calls with work units within various components to test and switch circuit for delivery. Managed customer's expectations as to company policy and service delivery intervals.
  • Business Analyst, Health and Nutrition Group of Research Developed budget-tracking procedures utilizing invoices and SAP System Application Product to increase efficiency in balancing and identifying variances. Managed 3.6M budget 2 databases and daily admin functions. Collaborated with executive staff in reconciling budget items for approval. Researched and resolved budget discrepancies. Created purchase/check requisitions for operating supplies utilizing SAP.Served as Database Administrator for repository of clinical study information.Monitored electronic communications database for tracking of study status. Developed procedures for integrity retention in repository usage.Used MS Access to develop reports reflecting statistical information for senior executives.Developed and implemented upgrade procedures for new users. Recommended changes to enhance database e security, speed and integrity.Handled highly confidential documents and submissions to FDA.
  • Business Analyst / Communications Coordinator: Utilized available tools to facilitate receipt of data submission and file organization. Managed process of importing data files into the SQL database and completed data audits. Provided Web-based training sessions. Updated Web-site information via Javascript. Maintained operational database documentation available via Website. Coordinated education activities associated with data submission activities. Developed customized reports for clients or ad-hoc data requests. Coordinated activities associated with database improvement teams. Coordinated security setup and provide end-user support for the ftp process. Assisted with application testing and maintenance. Acted as a liaison between various local technology teams, support teams, and business units to analyze, document, review, and secure agreement on business requirements for local Express One standards. Assured alignment of global standards. Leadership in suggestion/implementation of new and better process standards. Gathered and validated component requirements, and organized the test cases. Responsible for various data testing aspects of the product, including both test case creation and execution. Processed monthly subscriptions for bi-monthly magazine. Maintained subscriptions in Access Database. Performed queries on a monthly basis for subscription renewals and mailing lists. Received print media requests for any ads displayed for client. Designed survey response matrix for tracking deans' responses to current magazine.
  • Help Desk Analyst: Provided education on Excel and Access tools to resources based upon needs identified to facilitate data submission process. Analyzed resolved software/hardware problems via phone.Offered support in Novell/Microsoft environment for both PC/MAC hardware and peripherals. Maintained security for Novel 4.11, NT and UNIX systems. Redesigned and implemented the master codes and procedures for the DP Umbrella database.
  • ISC Analyst: Maintained client/user database for Help Desk software, Support Magic.Developed and implemented Help Desk procedures for clients. Provided Help Desk software training for PC end-users. Established line action procedures after 1st level of support. Supported variety of tools from DOS, Windows, TCP/IP, Internet, Microsoft Suites PINS - in house UNIX repository system PCS mainframe system, peripherals including desktop and high-speed printers, scanners, and modems.

Unity Health Network

  • Business Analyst: Assessed system requirements for deployment of system implementation. Organized and implemented billing system for Unity Occupational Health Corporate office and its 3 clinical sites. Identified requirements and obtained resources and information for the successful implementation of Stolas. Implemented of Stolas, a Unix-based product of Systoc, consisted of me identifying and determining Paths, directions necessary from fiscal year activity to pricing to design and build of database. A tiered system at the time was tiered to meet many requirements and needs of the business from DOT to individual customer needs to its staffing. Developed and implemented and trained all process and procedures for Unity Corporate and its 3 clinical sites Coordinated security setup and provided end-user support for the ftp process. Facilitated that deployment of the Billing System for Unity Occupational Health Network at its birth. Provided education on Excel, Access and other tools to hospital resources based upon needs identified to facilitate data submission process. Assisted executives such as the Marketing, Operations and Medical Directors to fulfill daily functions.Coordinated and implemented installation of billing system for 3 hospitals and one corporate site. Developed and implemented pricing structure based upon ICD 9 and CPT codes. Developed and established operational procedures for administrative and medical offices. Organized all staff and PC resources to bring all billing arrears up-to-date. Developed and implemented deployment procedures of new billing system within 3 sites simultaneously. Established effective communication with customers, clerical and medical staff.
  • Lead PC Support Analyst: Coordinated roll out of patient care repository system PINS . Assessed physician offices for LAN/PC/hardware/software equipment needs. Assisted physician offices with purchase and installation of Compaq PCs / HP peripherals. Implemented LAN connectivity for physician offices to assigned routers utilizing set IP segmentation. Analyzed and resolved software/hardware problems in a Microsoft/Novell environment. Analyzed and resolved network problems in a Microsoft/Novell environment. Repaired PCs printers, modems, hard drives, etc. including Compaq, HP, Okidata . Organized and resolved daily team operational issues. Developed procedures that would enable projects to be completed efficiently and effectively. Established effective means of communication with our clients to keep them informed. Developed Information Systems purchasing procedures. Maintained LAN/WAN and Wireless Networked systems and help design, install and maintain all internal and external networks. Worked with Ethernet equipment in providing internet access to offices, such as CISCO routers, hubs, etc. Monitored, evaluated and supported a highly secure Internet. Maintained and evaluated network systems. Designed, deployed, and managed Internet firewalls, VPN resources. Ensured information stored and transmitted properly. Monitored compliance with all regulations and laws. Assisted in the installation and integration of applications. Assist with network disaster recovery planning. Maintained access to servers, databases and applications
  • Operations Analyst: Executed operational functions to design financial reports for use by hospital president's staff. Maintained operational of mainframe/PC software/hardware including peripherals. Processed daily hospital patient charges. Performed data-entry to build hospital repository of patient information and services. Developed and managed reports via Mainframe.

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