SUMMARY

• Experience in melding technology with business processes and procedures.
• Information technology professional with a history of successful systems analysis and project management from initial conception, through development, to delivery.
• Extensive experience in Windows administration, computer, and application support.
• Strong background in computer and network technology with excellent customer service skills.

TECHNICAL SKILLS

• Troubleshooting
• Hardware/Software Support
• Active Directory/Group Policy
• Windows XP/7 Server 2003
• Network Connectivity
• Call Center Technology
• System Testing
• Genesys PureConnect
• Auto Attendant/IVR
• Systems Migration
• Microsoft Office/Visio
• SharePoint and InfoPath
• System Implementation
• Software Development
• Project Development
• Business/Systems Analysis
• Waterfall & Agile Methods
• Verint Impact 360 Support

PROFESSIONAL EXPERIENCE

Confidential, Columbus, OH

Software Engineer

Responsibilities:

• Provide Tier 2+ support for contact center applications.
• Diagnose and troubleshoot client hardware, software, operating system, network configuration, or server interaction issues.
• Focus on the customer experience within the contact centers.
• Partner with business analyst to elicit functional requirements for projects.
• Align business strategies and capability needs to ensure IT systems enable the desired result.
• Responsible for application development and testing.
• Code the auto attendant/IVR logic for production systems.
• Share on - call rotation responsibilities for client or system outages.

Business Analyst

Responsibilities:

• Elicited business rules to drive functional design requirements.
• Analyzed As-Is business processes to determine To-Be state.
• Designed detailed process flows.
• Created test cases utilizing Application Lifecycle Management (ALM).
• Prioritized work structure in accordance with project plans.
• Identified system, data, and process dependencies for upstream and downstream application data flow.
• Communicated business requirements to developers and interacted with IT development team to clarify and resolve issues.
• Supported testing phases to ensure business requirements were being addressed in the test cases.
• Identified integration needs and drove integration design to assure that contact center technologies had access to required data.
• Conducted testing, documented defects, and recommended solutions.
• Provided timely status and raised issues to maintain project timeline.

Confidential, Columbus, OH

Sr. Business and Data Analyst

Responsibilities:

• Created basic SQL queries to filter data sets.
• Identified and analyzed patterns and trends in data sets.
• Compiled summary recommendations for additional business processes or technology changes.
• Lead client manager responsible for management and execution of project portfolio.
• Supervised, managed, and supported project personnel.
• Trained and mentored junior analysts.
• Identified and developed workflows and business process improvements.
• Created and optimized research processes and procedures.
• Created structured documentation for project lifecycle.
• Designed all project implementation documentation.
• Created new-hire training curriculum.

Confidential, Columbus, OH

Business Systems Analyst Sr

Responsibilities:

• Collaborated with partners to define business solutions to complex problems.
• Identified continuous improvement opportunities in resource capacity domain.
• Provided program leadership and management for complex deliverables that require special implementation or operational considerations.
• Elicited business requirements using interview techniques with Subject Matter Experts (SME) to gather and document business needs to define a business solution.
• Documented As-Is vs. To-Be processes.
• Defined a sustainable model for demand management that resulted in substantial savings to the firm in recouped telephony costs.
• Lead the effort to restructure technical training to improve banker efficiency.
• Created workflow diagrams using Visio.
• Ensured solutions deliver on expected functionality.
• Functioned as a relationship manager to businesses we supported.
• Identified Risk and Controls for implemented solutions.

Confidential

Business Analyst

Responsibilities:

• Functioned as a liaison between client and technology teams in all communications and support.
• Structured meeting minutes for requirements workshops.
• Led JAD sessions for new client engagement to obtain business, functional, and user requirements.
• Documented business requirements and use cases using Visio.
• Collaborated with clients to elicit and gather heavy functional requirements for development.
• Documented technical specifications for the design phase of projects.
• Prepared design diagrams including workflows and GUI interface designs (mockups) using Visio.
• Functioned as project manager and ensured projects were on track.
• Created detailed test plans.
• Performed system and regression testing.
• Created project implementation manuals and conducted product training sessions.
• Provided 24/7/365 on call production support.

Confidential

Level III PC/LAN Support Technician

Responsibilities:

• Provided top tier ticket resolution.
• Managed small and large scale project deployments.
• Supported Outlook email client.
• Troubleshot software VPN connectivity issues and installed Cisco hardware VPN clients.
• Supported, maintained, and repaired desktops and laptops using Dell, Compaq, and IBM hardware.
• Packaged software for distribution via Active Directory.
• Provided supervision for team of 8 as needed.
• Created documentation standardizing process for software and hardware installation.
• Developed customer service workshops and training for information technology staff.
• Traveled nationally and internationally to provide on-site support to remote offices as needed.
• Functioned as a liaison to the networking team.
• Trained and mentored consultants.