SUMMARY

• A self - starter, a team player, adaptable, an excellent communicator with strong interpersonal skills and able to multi-task in a fast-paced environment seeking a challenging position as a Business Analyst, SharePoint Administrator or Technical Support specialist, Office 365 specialist, Functional Lead or Healthcare Services Lead with a good career path that makes the best use of my skills and has good prospects for growth.
• 3+ years of experience in On-Prem SharePoint 2013/2016, Office 365, SharePoint online, SharePoint Farm/Site Collection administrator, Power User/Analyst, Active Directory, Office 365 Deployment, Migrations, Exchange Server, POP3, IMAP, SMTP, PowerShell Scripting, Office 365 Mailbox Migration - Cutover, Staged, Hybrid and IMAP migration, Outlook Configuration, Office 365 Content Migration using ShareGate, Metaviz, Metalogix & DocAve, SharePoint Integration
• 3+ years of SharePoint administration experience in Managed paths, Alternate access mapping, JavaScript/jQuery, JSON, InfoPath, User groups and permissions - Managed user groups, designed custom permission levels to meet organizational needs. Managed unique permissions on sub sites and libraries, Data Management - Managed Lists and Libraries. Importing and exporting Excel spreadsheet from SharePoint. Moving data between Access Database and SharePoint. SharePoint Online integration, Managed document check in and check out, versions of document, Metadata Service, User Profile Service, Microsoft FAST search configuration, Managing web part pages - moving and removing web parts and customizing web parts, Managing Metadata - site columns and content types, Assigning workflows in SharePoint, Managing SharePoint Farms security - Rights Management, Web Part security, blocked files, configuring web applications, office web app integration, windows azure workflow integration, Configuring Authentication - windows claim-based and federated.
• 3+ years of Office 365 Support experience in Managing Users and Groups in Office- 365, Managing collaboration groups in Office 365, Managing groups with Azure Active Directory PowerShell experience with Azure Rights Management - for exchange online and SharePoint online, Understanding of office 365 domains, adding custom domains - configuring DNS records, Directory synchronization between Active Directory on-premises and Azure Active Directory, Office 365 security -creating retention tags & policies, managing data loss prevention, review of threat management, Managing Office 365 - performing connectivity test, creating service requests, using health, readiness and connectivity checks, using support and recovery assistant, Mail migration from on premise to office 365 - cutover, Staged, IMAP, remote move and hybrid migration.
• 5+ years of Business Analyst experience on Functional analysis & Process design, eliciting project requirements, Business Requirement Documentation (BRDs), Project Management using AGILE/SCRUM and Waterfall/SDLC methodologies, Test Scripts, Use cases design, Gap Analysis, Quantitative/Qualitative analysis, Reporting, Risk Assessment, Change Management, Financial planning, validating requirements, Burn Down charts, Visio diagrams and Process flow diagrams, Functional analysis & Process design, Experienced with Excel 2013/2016 - Pivot Tables, Pivot Charts, VLOOKUP, HLOOKUP and other excel formulas, Import/Export worksheets in Access Database, Managed Data in Access Database - 2013/2016 - Creates Tables, Forms, Reports, Macros-embedded/stand alone, one to many Relationships in table,Experience in Data cleaning, Data Mining, Data validation, Data Modeling, Data Visualization and created BI Dashboards using Power BI Desktop, Tableau Desktop and Tableau server.
• 10+ years of customer service experience, Excellent oral and written communication skills, Ability to successfully interact in a team environment, Ability to develop & foster customer relationships, Accuracy in handling customer transactions, Ability to multi-task in a fast-paced work environment
• 2+ years of healthcare sector experience, Established and maintained long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations, Organizing charts for new admissions and discharges, Maintained discharge charts in a manner that ensures availability and confidentiality, Contributed to the practice’s financial success by creating and maintaining positive relationships with patients as well as by knowing and understanding the business aspects necessary to provide patients with the best experience possible, Responsibilities included transcribing guest voicemails, completion of phone room ins, assuring adequate medical team forms and documents, preparing charts, and assisting other team members with clerical duties.
• 3+ years of experience in management of products portfolio at Confidential and Sykes Corporation, from order inquiry and placement to account settlement. Other key responsibilities include managing consignment location, coordinating shipment logistics, problem solving, assisting with the development and monitoring of sales forecasts and capturing and sharing market intelligence with the sales team.
• 1+ years of experience on MS Azure cloud, Amazon Web Service
• 2+ years as Microsoft Xbox Universe Support team lead - troubleshoot various hardware/software issues related to Xbox and other Microsoft applications.
• 6+ months as Apple iTunes/ Confidential lead - resolved/documented issues related to iOS devices and other Apple applications.
• Experience on ServiceNow Helpdesk Incident Support, Performed troubleshooting, issue tracking and documentation of service tickets.
• Expertise in Blue box Leadership Competencies
• Data analysis & Root cause analysis
• Fundamental knowledge & experience of SQL Server 2008-2012

TECHNICAL SKILLS

• SharePoint/Office 365SharePoint 2013/2016 On-Prem Farm/SCA Administration, Hybrid Cloud
• environment, Office 365, SharePoint Online, Azure, JavaScript, jQuery, JSON
• PMO MethodologyPMBOK/PMI, SDLC/Waterfall, Agile/SCRUM, Six Sigma, ITIL
• Portal Technology SharePoint Portal Server 2013/2010, SharePoint Online
• SAP ERPFICO/HR/CS modules
• Cloud TechnologyOffice 365, Microsoft Azure, Amazon Web Services
• Operating Systems Windows Server 2012/2008 R2, Windows 7 enterprise
• PMO Tools MS Visio, MS Project, MS Office Suite, MS Excel, Tableau,
• Testing Tools Apache JMeter, NeoLoad, LoadRunner, Qtest, Winrunner, QTP,

PROFESSIONAL EXPERIENCE

Specialist & Business Analyst

Confidential - Houston, TX

Responsibilities:

• SharePoint administration - Managed paths, Alternate access mapping, JavaScript/jQuery, InfoPath, User groups and permissions - Managed user groups, designed custom permission levels to meet organizational needs. SharePoint online, Managed unique permissions on sub sites and libraries, Data Management - Managed Lists and Libraries. Importing and exporting Excel spreadsheet from SharePoint. Moving data between Access Database and SharePoint. Experience with Microsoft FAST search engine, Managed document check in and check out, versions of document, Metadata Service, User Profile Service, Managing web part pages - moving and removing web parts and customizing web parts using JavaScript, JQuery, JSON, Managing Metadata - site columns and content types, Assigning workflows in SharePoint, Managing SharePoint Farms security - Rights Management, Web Part security, blocked files, configuring web applications, office web app integration, windows azure workflow integration, Configuring Authentication - windows claim-based and federated.
• Functional analysis & Process design, eliciting project requirements, Business Requirement Documentation (BRDs), AGILE/SCRUM methodology, Test Scripts/Test case design, Use cases design, Gap Analysis, Reporting, Change Management, validating requirements, Burn Down charts, Visio diagrams and Process flow diagrams, Created Pivot Charts, Pivot Tables in Excel 2013/2016 and Excel OnlineGenerated reports from queries in Access Database and imported and exported Data between Access 2016 and Spreadsheet. Imported Data from Spreadsheets, text files and CSV files into SharePoint Online, managing and sharing Business Intelligence dashboard using Tableau Desktop and Tableau Server, Power BI Desktop, used Data Mining tools to interpret and analyze source data.
• Managed Apple product portfolios from order inquiry and placement to account settlement. Other key responsibilities include managing consignment location, coordinating shipment logistics, problem solving, assisting with the development and monitoring of sales forecasts and capturing and sharing market intelligence with the sales team.
• Managed global key client implementations of Apple products and services.
• Strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries
• Top Performer in a 20-member team with several Top Box surveys.
• Team player with excellent interpersonal and collaborative working style
• Troubleshoot various hardware and software issues related to iOS devices and application with an objective to minimize customer effort and educate the customer to prevent future call backs.
• Excellent documentation skills. Provide detailed case notes for a clear understanding of customer issue and if need for a follow up.
• Managed various business operations on Mac using iOS Sierra including creating customer cases, assigning tasks and monitoring customer advisors and managing other administrative activities. Created various custom reports and dashboard for management to keep track of business activities and operations.
• Established PMO methodology & implemented best practice policies/procedures/documentation across regional offices.
• Worked on SAP FICO/HR/CS modules daily.

Specialist & Business Process Analyst

Confidential

Responsibilities:

• Office 365 Support - Managing Users and Groups in Office- 365, Managing collaboration groups in Office 365, Managing groups with Azure Active Directory PowerShell experience with Azure Rights Management - for exchange online and SharePoint online, Understanding of office 365 domains, adding custom domains - configuring DNS records, Directory synchronization between Active Directory on-premises and Azure Active Directory, Office 365 security -creating retention tags & policies, managing data loss prevention, review of threat management, Managing Office 365 - performing connectivity test, creating service requests, using health, readiness and connectivity checks, using support and recovery assistant, Mail migration from on premise to office 365 - cutover, Staged, IMAP, remote move and hybrid migration.
• Project Management using Waterfall/SDLC methodologies, Business Requirement Documentation (BRDs), Flow Charts, Context Diagrams, Use case Diagrams, Test Scripts, Quantitative/Qualitative analysis, Reporting, Risk Assessment, Financial planning, Requirements validation, experienced with Excel 2013/2016 - Pivot Tables, Pivot Charts, VLOOKUP, HLOOKUP and other excel formulasImport/Export worksheets in Access Database, Managed Data in Access Database - 2013/2016Creates Tables, Forms, Reports, Macros-embedded/stand alone, one to many Relationships in tables. Experience in Data Mining, Data validation
• 2+ years of healthcare sector experience, Established and maintained long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.
• Articulated knowledge and understanding of organizational policies, procedures and systems, Financial management - applied tools and processes to successfully manage to budget, organizing charts for new admissions and discharges, maintained discharge charts in a manner that ensures availability and confidentiality.
• Experience working with admission forms, e.g., Medicaid and Medicare forms (3073, 3074, and 3075, Experienced in working with billing and submitting forms for payment, Experienced with hospice/healthcare.
• Responsible for supervising day-to-day operations including pre-registrations/verifications, registrations, reservations, financial counseling, and/or collection of third party and private receivables.
• Contributed to the financial success of the practice by ensuring that patients are the number one priority from the time they enter the practice until the time they leave. Created and maintained positive relationships with patients as well as by knowing and understanding the business aspects necessary to provide patients with the best experience possible,
• Assisted the medical team to operate most efficiently. Responsibilities included transcribing guest voicemails, completion of phone room ins, assuring adequate medical team forms and documents, preparing charts, and assisting other team members with clerical duties.

SharePoint/Office 365 Specialist

Confidential - Houston, TX

Responsibilities:

• Office 365 and SharePoint On-Prem Support - Managing collaboration groups in Office 365, Managing groups with Azure Active Directory PowerShell experience with Azure Rights Management - for exchange online and SharePoint online, Managed paths, Alternate access mapping, JavaScript/jQuery, JSON, InfoPath, User groups and permissions - Managed user groups, designed custom permission levels to meet organizational needs. Managing Metadata - site columns and content types, assigning workflows in SharePoint, Managing SharePoint Farms security - Rights Management, Web Part security, configuring web applications, office web app integration, windows azure workflow integration, Configuring Authentication - windows claim-based and federated.
• System analysis & design, Business Requirement Documentation (BRDs), Project Management using AGILE/SCRUM, MS Project, Test Scripts, Financial planning, validating requirements, Burn Down charts, Visio diagrams and Process flow diagrams, integrated Power BI reports with SharePoint online, used MS Performance Point in SharePoint to create Business Intelligence Dashboards.
• Developed & fostered customer relationships, demonstrated exceptional accuracy in handling customer transactions, Ability to multi-task in a fast-paced work environment, Ability to successfully interact in a team environment.
• Gathered product requirements for enhancement of existing software offerings
• Managed product roadmaps, scope and timelines for product lifecycle
• Organized and led interdepartmental strategic planning sessions to set project milestones and allocate resources
• Conducted market research to identify competitors, target market and market trends
• Lead and mentored a team of 10 customer support advisors for troubleshooting various Hardware and Software issues related to Xbox and its accessories.
• Documented functional and business requirements in collaboration with the product development team
• Provide on call technical support to Microsoft Xbox customers.
• Top Performer with several Top Box surveys. Lead and mentored a team of 10 customer support advisors for troubleshooting various Hardware and Software issues related to Xbox and its accessories.
• Resolved customers account and billing issues such as subscriptions, prepaid game cards, downloadable contents and security and privacy settings on their account.
• Exceptional communication skills to match customer’s personality and their needs. Acted as liaison between clients and technical teams
• Research oriented ability in resolving customer issues. Ability to anticipate future risks and take necessary steps to mitigate future escalations.
• Excellent Customer Service, using MS Dynamics CRM 2015 and CRM Online Professional; Managed and organized cases and activities; parent-child cases, SLA and entitlement. 20% increase in won opportunities and using MS Dynamics CRM - Sales, Marketing and Service work areas.
• Provided monthly forecasting and variance reporting to senior management and executives.
• Performed maintenance and technical support to resolve client issues, user training, communicating with account managers, customers and developers to ensure requirements and design accuracy.

Business Analyst/Customer Service Manager

Confidential - Houston, TX

Responsibilities:

• Demonstrated Microsoft Office 365 technical competency; possess a broad knowledge of Office 365 technical architecture Office 365 Admin Portal.
• Provide analytic, data mining, reporting, and business intelligence performance support to the sales teams.
• Analyze requirements and use systematic approaches to automate manual processes. Lead cross-functional teams to analyze and understand the operational impacts and opportunities of technology changes
• Draft user stories, use cases and functional specifications to support product development.
• Recognized for improving business process standards based on the customer experience
• MS Dynamics 2011 customization to improve business process and increase revenue. Improved stakeholder engagement, successful conversion of leads to opportunities.
• Experience in various salesforce.com standard objects like Accounts, Contacts, Opportunities, Cases, Leads, Campaigns, Reports and Dashboards.
• Execute, manage and lead customers and partners through the Onboarding technical process
• Performance testing & Business Process Analysis using HP Performance Center
• Load Tester expertise on LoadRunner & NeoLoad
• Experience on ServiceNow Helpdesk Incident Support/Ticketing software
• Lead/Managed 4-person team of business process consultants on a SharePoint process redesign and migration project from On-Prem to Microsoft Azure/Office 365 cloud environment
• Regression & Software testing using Winrunner, QTP & HP Quality Center/ALM
• Performance testing using HP Performance Center
• Functional Test experience on QTP, Winrunner & HP Quality Center/ALM
• Executed CRUD queries on SQL Server 2008-2012

Business Analyst

Confidential

Responsibilities:

• Defined, designed, and implemented enhancements to a web-based shipping application utilized across departments to create and track the movement of procurement supply chain, generate annual federal and state regulatory reporting and customer invoices
• Used MS Dynamics CRM 4.0/CRM Online Professional to enhance business opportunities by launching Marketing Campaigns from Dynamic marketing list, converting more active leads to opportunities with customized business process and active engagement of stakeholders. Data Management - data migration/import using CRM web application and Data Management API from MS Dynamics 4.0 SDK.
• Demonstrated ability to lead, manage, build and deliver customer and partner business results through an engineering or professional services team
• Developed, fostered and maintained effective customer and partner relationships while driving positive customer satisfaction
• Strong problem solving ability ranging from conceptualization to implementation
• Developed Business Requirements, Functional Requirements and Technical requirements for several regional & national projects
• Preformed Risk Analysis - Identified, documented, preformed qualitative and quantitative analysis, and tracked risks
• Designed, automated and implemented financial reporting processes and trained accounting personnel
• Liaised with department heads and stakeholders to create and distribute a weekly issues and deliverable report
• Designed and populated Access database with global systems infrastructure, documentation and test data
• Tracked project milestones and prepared status reports and flowcharts