SUMMARY:

• To work for a strong, prosperous company in a professional environment with opportunities to use my skills and experience for advancement.

PROFESSIONAL EXPERIENCE:

Confidential

Business Intelligence Analyst

• Responsible for supporting the design, launch, operation, and continuous improvement of the IT Performance Management and Operational Business Intelligence process addressing operational, finance and executive - level measurement processes
• Participates in the development and maintenance of a performance management data centralization and business intelligence solution
• Organize reporting and analysis submissions and helps prepare for IT departmental and executive performance/ finance management and reporting sessions
• Audits information security and PII requirements and maintain all settings and accounts for performance measurement centralized data and business intelligence solution
• Supports the development and monitoring of the IT balanced scorecard and dashboards for reporting to the CIO, COO and IT leadership

Confidential

Data Reporting Analyst

• Maintained and developed all reports for vendor NorthWell using Crystal Reports, Yurbi, Tableau and SQL
• Gathered requirements - met with customers to gather criteria, also guided the customer for final product
• Created new reports or modified reports based on requirements
• KPI, Service Level Agreements, Aging
• Analyzed and validated data to insure integrity using SQL select statements
• Administrated /monitored servers in SLM tool, including running monthly reports for upper management based on results
• Administrated CA Service Desk
• Administrative tasks (account creations, groups, categories, workflows etc.)
• Troubleshooting issues within CA Service Desk

Confidential

Data Reporting Analyst

• Maintained all reports for Infrastructure Informatics within BMC Remedy Analytics (Business Objects)
• Gathered requirements - met with customers to gather criteria, also guided the customer for final product
• Aging, KPI, Metric, Project, Audit
• Analyzed and validated data to insure integrity using SQL select statements
• Created new reports or modified reports based on requirements
• Supported and created objects in BMC Remedy joint ITSM Universe
• Created Monthly Project and KPI Scorecards for upper management
• Implemented Remedy Knowledge Management into Business Objects
• Object, Measures, Filters and Relationships
• Worked alongside Remedy developers to retrieve proper form information
• Worked on multiple projects ranging from stabilizing Business objects to evaluating other 3rd party reporting applications IE, Yurbi and Apptio
• Analyzed data for trending to provide management with solutions to reduce 1st level phone cost by adding new services to organizations catalog and or creating self-help services

Confidential

Report Analyst

• Supported PPM operations projects in an effort to comply with state reporting disclosure requirements.
• Supported PPM Reporting Manager to handle build of adhoc reports and address adhoc inquiries
• Required querying and reviewed data associated with travel and expenses, promotional program management and state reporting data
• Supported PPM Reporting team to generate and manage reports including data analytics, development and distribution
• Worked directly with field based personnel on PPM/T&E and State Reporting inquiries
• Crystal Reports and Crystal Management Console
• Created and modified new crystal reports or existing reports - with the use of but not limited to Formulas, Parameter Fields, SQL Expressions, Running Totals and Record/ Group selections
• Pulled data from an Oracle, Excel or Access database
• Central Management Console - created reports in Crystal and uploaded them onto CMC configuring them to run on schedule

Confidential

System Support Specialist/Business Analyst

• Involved in development of support documentation as appropriate for business needs
• Analyzed metric data to further assess current working practices requiring additional, updated or retired documents
• Built and enhanced the Support Group knowledge base and shared relevant knowledge within the group
• Managed partnership with IT and external business partners to ensure optimal end user support
• Collaborated with functional representatives, Report Specialist, and Business Analyst to ensure system data compliance
• Used HP Service Manager and Service Desk on both Incident Manager, Problem Manager and Change Management modules
• Development of Service Level Agreements, Operating Level Agreements including business process for our clients
• Created/Managed global metrics for leadership team
• Created call center related metrics using Avaya and Nortel phone system and call ticket metrics Key Performance Indicators (KPI) consisting of Same Day, 24hrs and 120 hours
• Analyzed all metric data to further develop Service Level Agreements and Operating Level Agreements

Confidential

Application Support Specialist/HP Service Center Administrator

• Project leader in new software deployment upgrade to 7000+ clinical trial sites
• Liaison between the business and the development teams for future enhancement requests
• Managed tracking system that would display all sites that have upgraded to new software version
• Assigned weekly meetings with the global business team regarding status updates and issues that may have occurred
• Lead Global team of different departments; Asset Management, Development, Data Management, Clinical Research Associates, User Support to properly execute this project
• Administrator for ticketing system HP Service Center, trained new users on the system and updated Service Center 6 to Service Center 7
• Trained Clinical Research Associates and Trial Data Manager in EDC system, attended site visits to help Clinical Research Associates with their EDC visit activities during role outs
• Worked along side Trial Data Managers and Clinical Research Associates during different phases of study development
• Exposed to Unix, Oracle 10g/SQL environment - created scripts OQ, PQ, and UAT testing
• Used SQL through SQL Navigator, SELECT, UPDATE, ALTER statements to properly provide support for 1st level.
• Created/Managed global metrics for leadership team
• Created all ticket based metric reports using Business Objects/Crystal Reports and analyzed data to better assist the business and development teams
• Within Crystal Reports, used an Oracle and excel database to create global helpdesk metrics using Formulas, Running Totals, Summaries, and SQL Expressions
• Created metric reports based on Key Performance Indictors (KPI) for Global Support Team
• Mentor Junior analyst and Application Support Specialist
• Trained new junior analyst and Application Support Specialists and mentored junior analysts through their first 6 months of position
• Created helpful SQL scripts and cheat sheets for analysts to help assist with their daily duties
• Used SQL Navigator and was able to create SELECT statements for 1st Level Support to better help customers