SUMMARY

• A highly motivated, results - oriented support resource capable of combining technical and troubleshooting expertise to enhance organizational efficiency. Highly seasoned and reliable.
• Business Analyst with a superb customer satisfaction record, committed to ongoing professional development and research, to ensure careful analysis and innovation in management and problem-solving efforts.

AREAS OF EXPERTISE

• Mobile Device Management
• Customer Service Support
• Agile/Waterfall
• Incident Management
• Office 365 Admin
• Network Administration
• Ticket Tracking Expert
• SharePoint Administration
• CALT/JIRA
• Monthly Metrics
• Change Management
• Product Owner

TECHNICAL SKILLS

MCP: Security Network+ TIL Foundation Scrum Master Certification

Microsoft Windows: NT Workstation 4.0 Microsoft Windows NT. Server 4.0 Microsoft Network Essentials Microsoft Exchange Server 5.5 Microsoft Windows Professional

PROFESSIONAL EXPERIENCE

Confidential

Business Analyst/Product Owner

Responsibilities:

• Provide input to the Scrum Master and the program management team on managing workloads, and setting schedules before the Affordable Care Act initial open enrollment.
• Work with Development, Operations, and Project Management teams to ensure development and delivery of products on time and manage expectations
• Manage the product backlog, and provide timely stakeholder feedback on development iterations for the
• Schedule and facilitate team meetings, document and distribute meeting minutes as applicable.
• Being the point of contact for the development and testing teams.
• Creating diagrams in MS Visio to update the business documents to the technical writing department.
• During on call, monitor the Splunk on an hourly basis and presenting the reports to the rest of the team.
• Attend monthly and weekly scrum meetings and coming with updates concerning testing and onboarding.
• Schedule and facilitate backlog grooming, sprint planning along with user story creations.

Confidential

Business/System AnalystII

Responsibilities:

• Provided day-to-day support of Operational Systems within my department including identifying issues associated with daily operations and providing feedback to management on possible courses of action quickly and succinctly.
• Managing any changes to the service and assigning to appropriate sprints and scrum (grooming, backlog)
• Coordinating and facilitating the meetings regarding the service with clients and internal POC for the development and testing teams
• Assisted the team with BOXI and Remedy reports, SharePoint administration, and ensuring that production issues are handled through the defect or enhancement process.
• Responding to website or application performance issue that may cause system malfunction. (ex: website down, or database running slow or unable to access emails do to the exchange server is not responding).
• Provide support to business users of proprietary or custom application software by answering technical questions, troubleshooting problems, and guiding users to gain productive use of software are by either directing them to another file site or changing their exchange server.
• Receiving daily, monthly and weekly developed SQL queries to research, analyze, and troubleshoot data to create business reports for metrics that is being sent to the treasury department.
• Perform, Organize and Train the entire process of granting internal/external users access to the Fannie Mae database (i.e, Files, Folders, subfolders)
• Manage and implement the process for Off-Boarding any users from any stakeholder from the company.
• Verbally report the everyday itinerary for my teams agenda and follow-up with email notifications
• Perform a month to month comparison for a data analysis of the TRAC (Treasury Access Review) for the treasury department.
• Perform, organize and train the entire process of granting internal/external users access to the Fannie Mae database (i.e, Files, Folders, subfolders)
• Coordinate and implement the process for Off-Boarding any users from any Stakeholder (including internally) from the company.
• Participated in scheduled company’s weekend shakeout that involved application QA testing, triaging performance problem that may occur during the process. After detecting an application error, run queries that would locate the exact inaccuracy and either correct the application mistake (either being an incorrect character) or speaking with third party vendors to resolve the issues.
• SharePoint administration and ensuring that production issues are handled through the defect or enhancement process.

Confidential, WASHINGTON D.C

Project Coordinator/Business Analyst

Responsibilities:

• Supported SSM Implementation
• Prepared agenda and meeting minutes for weekly FIMS touch point meetings
• Began metric tracking for testing activities
• Coordinated O&M Engineering testing activities to insure all applications had the appropriate coverage during testing.
• Prepare for and facilitate daily Scrum meetings, biweekly sprint planning, review, and retrospective, backlog grooming meetings, and planning poker sessions with technical team support.
• Updated the ADG Monthly Metrics reported in each of the MSRs
• Assist MHBE networking staff with desktop support.
• Work with MHBE contractors by participating in Disaster Recovery and Business Continuity support.
• Independently and effectively set milestones and meet deadlines to accomplish assigned tasks under tight timeframes with little room for error.
• Solve problems through critical and analytical thinking.
• Using Agil/Waterfall methodologies, specifically in incident and problem/change Management.
• Participate in scrum meetings regarding projects, hosting and data center services, product evaluations, and other activities.
• Continued Defect and Incident Tracking
• Compiled data for opened and closed tickets for Metric Tracking and additional project delivery tools (MS project and excel)
• Supervise information system and communications network
• Directed all maintenance and support functions associated with the IT infrastructure.
• Coordinated all IT activities across several locations in the East coast region
• Led the daily operations of the computer networks including IT hardware/software support
• Evaluated compliance to all legal and corporate IT requirements/regulations
• Manage outside venders and third party support relationships
• Responsible for both land and mobile telephone systems and data services

Confidential, Kennett Square, PA

Information Service Analyst III

Responsibilities:

• Provide advice and troubleshooting support to therapist and other users.
• Collaborate with vendors to ensure support (repairing and system errors in Rehab Optima application).
• Train and assist new analysts on handling and resolving issues with in-house application.
• Create, assign, and delete user accounts and access privileges to ensure the system’s data security.
• Resolve network connectivity issues impacting users working in a Windows 2007/XP environment(Routers, Modems, and Network configurations).
• Remotely assist therapist with technical support needs and perform application repairs.
• Serve as liaison between the customer and developers.
• Designated as the main analyst to monitor and troubleshoot over 50 facilities during the launch of the in-house mobile application implemented on the itouch devices.
• Perform tasks involving account configuration, network troubleshooting and software installation on employees’ mobile devices.
• Schedule, coordinate and complete all necessary interface testing activities
• Establish working relationships with colleagues at center EMR software vendors and Optima in order to drive and facilitate the development of new or enhanced integrations
• Create and maintain user documentation for interfaces/integrations
• Maintain and update all current integration documentation and collateral, as needed.
• Configure, install and reinstall new application from the Mac Mini to the itouch devices.
• Validate problem resolutions and software fixes as well as track issues and defects.
• Working with IT staff to establish and maintain a consistent test methodology.

Confidential, Wilmington DE

Server/Desktop Support Analyst

Responsibilities:

• Assisted service personnel administrators with desktop and network support on implementing newly imaged Window 2003 Servers (HP Compaq servers) to the local schools.
• Provided server support and help with Alteris Deployment Suite on software rollouts.
• Managed ghost imaging, wireless networking setup, and hardware inventory.
• Tested all new application software for compliance with our school district approved software.
• Configured routers for newly installed servers to be seen on the network.

Confidential, Wilmington, DE

Lead Analyst

Responsibilities:

• Monitored service center ticket queue (Remedy)and maintained outage log QA tickets.
• Managed support documentation and updated knowledge base.
• Organized and lead meetings discussing newly updates and analyst concerns.
• Created spreadsheets and gathered ticket-tracking information for monthly performance metrics.
• Trained new team members through the process of scheduled call shadowing, and monitoring.
• Interacted with second level-support to create new user access and provide application support (Citrix, mainframe and UNIX).
• Provided tier 1 and 2 support to end users in a military environment.
• Resolved and logged requests for user provisioning and technical support.
• Performed basic Access Administration skills, such as changing passwords, unlocking user accounts, troubleshooting share drive access issues, web portals, VPN software, Anti-virus and Outlook accesses.
• Oversee Internet and computer operations

Confidential, Newark, De

Helpdesk Analyst

Responsibilities:

• Answered and resolved help desk calls
• Provided problem resolution of applications and PC connectivity issues over the telephone.
• Escalated all major business critical server or system failures and dispatched services.
• Performed callbacks to user to verify resolution and notified users of scheduled system downtimes.
• Provided phone desktop and PC/LAN support/consulting services.
• Interfaced with other support groups and suppliers to resolve problems.
• Troubleshoot routines to PC and LAN problems and utilized Quintus call tracking software
• Reset passwords, terminals and printers within a UNIX based system.
• Provided phone desktop and PC/LAN support/consulting services.
• Interfaced with other support groups and suppliers to resolve problems.
• Troubleshoot routines to PC and LAN problems and utilized Quintus call tracking software
• Reset passwords, terminals and printers within a UNIX based system.
• Led a team of contractors in performance and client/server, peer/peer deployment service.
• Tested and diagnosed problems and configured new hardware components.
• Interacted with the help desk and implemented customer support and systems checks.

Confidential, Iselin, NJ

Facility Technician

Responsibilities:

• Provided hardware and software support to the company's administrative network.
• Performed analysis of equipment usage, software requirements, and allocation of overhead projectors.
• Trained new and current instructors on various computer and software tools
• Comptia N+, Security+, Windows NT 4.0, Workstation, Server, Administering and Implementing Windows 2000 Professional & Server.
• Hands-on experience with practical tools, including the use of software, risk assessment, and team techniques that support effective project management
• TC/IP protocol, IP addressing, sub netting, IP routing, DHCP, and Domain Name Service, Telnet, Internet Browser, Web Server and E-mail server.
• Configuring Cisco 2500 series routers for Wide Area Network with static routing entries and routing protocols and customized usage and improve the network performance.
• Installing and maintaining desktop operating systems such as Windows 98, NT Workstations and Server Operating Systems, such as Microsoft NT server 4.0 and Window 2000 Advanced Server.
• Hands-on experience with practical tools, including the use of software, risk assessment, and team techniques that support effective project management, it includes the following:
• Defining tasks and dependencies
• Developing Gantt charts and tables and network charts
• Editing tasks, dependencies, and plans
• Resolving scheduling and resource conflicts
• Creating reports and tracking programs
• Using templates
• The Plan-Monitor-Control cycle
• Data collection and reporting
• Scope management and change management
• Characteristics of high functioning and dysfunctional project teams
• Team dynamics
• Establishing project teams
• Managing conflict in project teams
• Project Management: Skills for Success
• Completed course implementing project management processes, develop leadership skills and respond to real-world scenarios.
• Building an appropriate governance structure
• Defining the project
• Authorizing the project
• Identifying and estimating the work
• Scheduling and budgeting the work
• Building and leading the project team
• Managing project risks
• Baselining the project plan
• Employing the four-step project control cycle
• Tracking and monitoring task performance
• Analyzing progress against the baseline
• Correcting the project plan
• Reporting project status