SUMMARY

• Accomplished and experienced in teh following areas:
• Metrics Analysis Sales Support Product Backlog
• Program Analysis Quality Assurance Client Data Analysis
• Dynamic CRM SAS/SQL (basic) Staff Management & Development
• SLA Development & Reporting SharePoint/Infopath Data Minining
• Office 2010/2016 Integrated Logistics Requirements Gathering
• KPI Compliance Adhoc Reporting Visio

PROFESSIONAL EXPERIENCE

Confidential

IT Business Analyst

Responsibilities:

• Maintains systems by researching and resolving data issues; maintaining system integrity and security.
• Maintains quality service by establishing and enforcing organization standards.
• Prepares reports as requested by collecting, analyzing, and summarizing information.
• Contributes to team effort by accomplishing related results as needed.
• Determines operational objectives by studying business functions; gathering information; evaluating output requirements and formats.
• Recommends controls by identifying problems; writing improved procedures.
• Maintains user confidence and protects operations by keeping information confidential.
• Assumes responsibility for project tasks and ensures they are completed in a timely fashion.

Confidential

IT Business Analyst

Responsibilities:

• Managed multiple (small) projects across a complex IT environment
• Gathered customer requirements for teh need of renovation projects
• Reviewed ticket system (Service Now) daily for updates and new requests
• Gained noledge of hospital IT structure to better assist wif requirement gathering
• Built strong relationships wif customer
• Tracked projects and tasks to completion
• Installed minor desktop solutions for customers
• Ran reports via teh ticketing system (Service Now) to keep track of projects and tasks

Confidential

Business Analyst

Responsibilities:

• Assisted VA Education staff re - assess report requirements, as well as provide business analysissupport to existing database structures.
• Extracted thousands of data list information from SharePoint for metric and quality control reporting.
• Provided program management support to teh Education Services staff
• Met wif subject matter experts (SME’s) to gather customer requirements
• Used Rational Tools to create and maintain defect reports for UAT team.
• Assisted wif performing User Acceptance Testing for new releases
• Worked wif UAT team to record and track defects to closure using Rational Tools
• Transformed requirements into user stories, epics, and identifying defects
• Tracked Defects to completion
• Met wif software development team to review business and technical requirements and validatereports.
• Created SQL queries using over 100,000 records as well as using SAS to create management reports
• Performed data manipulation from existing reports in SAS and databases, and created pivot tables andmetrics from adhoc reports and SQL queries.
• Worked wif management to streamline workflow processes and begin to create a paperless office.
• Gathered customer and SME requirements during SCRUM sessions
• Maintained SDLC flow charts in Visio and MS Project
• Solicited business requirements through work stream interviews for information technologysolutions.
• Worked wif Education Services team to begin structuring group functionalities based uponPMAS guidelines/requirements.
• Generated reports and metrics from teh Project Initiation Request (PIR) database.
• Worked wif teh Business Analytics team to create SQL reports for upper management staff.
• Met wif software development team to review business and technical requirements and validatereports.
• Provided administrative support to develop Business Requirements Documents (BRD).

Confidential

Business/System Analyst

Responsibilities:

• Setup Portfolio Reporting databaseand repositories
• Analyzed spreadsheet pivot tables and feed teh database
• Generated Reports and Metrics stemming from company wide big data
• Standardized teh process for report generation
• Setup teh process to collect data for Infrastructure delivery calendar
• Setup Resource Utilization View and Reports
• Extracted data list information from SharePoint
• Created access queries and forms using SharePoint and Excel data
• Updated user accounts and maintain permissions in SharePoint
• Acted as SharePoint data admin

Confidential

Program Analyst Manager

Responsibilities:

• Created daily, weekly, and monthly metric reports using Microsoft Excel spreadsheets and teh Integrated Logistics System (ILS) system.
• Reviewed and analyzed customer requirements using SLA’s combined wif performance metrics
• Created SMART Key Performance Indicators (KPI’s) based off of teh goals of teh service level agreement.
• Met wif technicians and customers to ensure KPI’s were measurable and achievable.
• Assisted developers wif requirements on SQL database Integrated Logistics Tool
• Helped to establish Quality Assurance (QA) measures and ensure adherence to policies, objectives, and guidelines
• Acted as SME to aid in teh design and development of new Asset Management tools for better service request management
• Conducted testing of user interface applications, analyzes test results, and identifies any discrepancies
• Worked wif developers to create and maintain several Integrated Logistics Systems (ILS) systems and ensure quality compliance
• Ensured Integrated Logistics Systems (ILS) functions are compliant wif customer/contract requirements
• Sought out new tools to aid in teh development and growth of teh division
• Tracked performance maintenance trends based on KPI’s
• Acted as a SharePoint admin and trainer
• Reviewed, created and maintained SharePoint site data
• Improved product and process quality wif emphasis on being proactive
• Supported teh facilities as necessary to sustain/improve teh quality of their operations and work product.
• Trained employees as needed on teh ILS system
• Provided technical assistance and training to computer systems users on QA policies and procedures and performs QA testing as needed
• Assisted wif logistics training via teh ILS Asset Management system (Zeus)
• Reviewed contracts and RFP’s to maintain quality compliance
• Assisted in Logistic physical audits to ensure quality updates and measures
• Worked wif PFPA and DRS technicians to monitor and maintain DAQ, AMAG, and CCTV security points
• Developed, coordinated and implemented policies and procedures, which result in a highly TEMPeffective department
• Worked wif Pentagon Force Protection Agency (PFPA) and provide training as needed
• Managed Call Center Operators and dispatching field technicians
• Ensured proper trouble ticket reporting, tracking to closure wifin teh Integrated Logistics System (ILS) system
• Delivered exceptional customer service and consistently builds customer satisfaction and loyalty by promptly responding to inquiries and requests; resolves issues efficiently and professionally
• Exercised strong interpersonal communication skills wif customers and employees

Confidential

Metrics Analyst

Responsibilities:

• Defined program specific service level agreements per contract mandates.
• Analyzed data, producing analysis and monthly maintenance reports to identify trends in inmate phone usage
• Recommended improvements derived from big data entered into teh database system.
• Worked wif team to develop and implement data analysis tools to improve big data reporting methods and advised management of results
• Presented and prepared reports using PowerPoint for quarterly customer meetings
• Created MS Access queries and extracted information as needed from Vantive/Unicenter (Trouble Ticket Database)
• Managed database for Inmate Telephone System (ITS) and queried big data of over 10,000 records (via Crystal Reports) to provide performance metrics on a daily, weekly, and monthly
• Interfaced between teh Federal Sector Training Group and project team, to convey organizational training requirements
• Assisted wif software user acceptance testing
• Ran queries under SQL platform databases to map multiple tables to parse big data
• Updated and tracked NWCN’s (Network Change Notices) to closure
• Verified all operations were performed in accordance and in compliance wif company policies and procedures.
• Acted as training coordinator between Federal Sector Training Group and project team to convey organizational requirements while monitoring and assessing training requirements and compliance for entire team
• Developed training matrix based on company KPI’s and insured training content was routinely input into Skillport database
• Stayed abreast of new trends and developments; up-to-date on all software and training methods
• Assisted wif teh development of team training and maintenance plans