SUMMARY

• An action orientated and energetic Business Analyst II who is an expert at identifying areas within a business which need updating or improving.
• With extensive subject matter expertise in IT Services Management (ITSM) and ITIL and Service Now Tool & BMC Remedy, methods, processes, strategic technology infrastructure planning, and developing cost TEMPeffective solutions to meet customer business requirements.
• ITIL certified Service Manager & Project Management Training Certified.

PROFESSIONAL EXPERIENCE

Confidential, Reston, VA

Business Analyst Senior

Responsibilities:

• To Review Procedure against the requirements of ISO 9001, ISO 20000 and Service delivery requirement.
• Responsible for product delivery Management.
• Audit staff and vendor to ensure compliance with written Tech Center Procedures.
• Arrange daily stand - up meeting, remove impediments for team and motivate team to continuously
• Removed obstacle for the team by escalating issues to leadership resulting in early delivery of customer issue solution.
• Support External auditors as they assess IT Services against ISO Standards.
• Monitoring Procedures, corrective actions and reviewing ITIL procedures and writing process Manuals.
• Manage Product backlog.
• Follow-up on action items for continuous improvement.
• Responsible for generating New Strategies and plans for improving ITIL procedures.
• Tracked and reported quality metrics for the department in a clear and concise manner to senior management to use for performance reviews.
• Enabled improvements in team delivery commitments & tracking hidden tasks that increased customer satisfaction
• Maintains and improves product quality by completing product, company, system, compliance and investigating customer complaints, collaborating with other members of management to develop new product and engineering designs, and manufacturing and training methods.
• Ensure Project commitments are met & Audit CSC & all Tech Center Incident, IMAC’s, on a daily basis using Service Now & Remedy Tools
• Monitoring Asset Management Inventory.
• Identify areas of improvement to increase speed, quality & gain efficiencies.
• Responsible for auditing operational processes and staff actions to ensure desired standards & established practices and policies are being used.
• KPI metrics reporting for service & process quality for TechCenter, CSC, CIC group
• Coordinating activates to ensure that new solutions can be deployed and operated before they are put into production.
• Ensure SLA’s & OLA’s are being met for the month & produce the report to operations.

Confidential, Fairfax, VA

ITIL Specialist (Business Analyst)

Responsibilities:

• Responsible for performing business research that's designed to improve business processes and contribute to cost savings and more efficiency.
• Developing maps and flowcharts of current and future business processes.
• Reporting on the likely impact of process modifications.
• Flagging up potential problems at an early stage.
• IT Service Management (ITSM) based on ITIL best practices.
• ITIL Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
• Generating Reports using Service Now tool.
• Oversee Incident RCA Process, Change Management Process, Problem Management Process & Release Management Process.
• Demonstrated ability to work with management, customers, and vendors to resolve problems.
• Developing a clear understanding of existing business functions and processes.
• Preparing PowerPoint presentations and Excel spreadsheets for business meetings.
• Using any information gatheird to write up detailed reports and draw conclusions.
• Providing process definition, analysis and documentation.
• Writing up user training material.
• Trying to gain an in-depth understanding of the company’s customers.
• Delivering presentations to Senior & Executive Management.
• Facilitate & handle CAB Meetings.
• Monitoring the workflow using Service Now ticketing tool. Training team on the Service now process.
• Generating Reports and creating Daily/Weekly/Monthly Metrics

Confidential

Business Analyst

Responsibilities:

• Assist in the oversight of cross functional services using the Information Technology Infrastructure Library (ITIL) framework
• Identifying the company’s goals and objectives.
• Oversee escalated IT infrastructure support issues when standard support processes fail to achieve the desired results
• Oversee Incident RCA Process, Change Management Process, Problem Management Process
• Working on Tickets using Service Center and Service now tool to ensure the Agreed SLA is met when working with tickets (based on the Severity of the tickets).
• Proactively working on Project activities with On-site Project Management team
• Ensure the Service Delivery is taken care of during Team Members absence.
• Supporting Production implementations, Service Improvement plans for every Quarter.
• Ensuring SLA compliance and Quality audit is done on daily basis.
• Performing Security audit on Quarterly basis on all the projects.
• Knowledge of IT Help Desk processes and Service Now workflows
• Generating Reports and creating Daily/Weekly/Monthly Metrics.
• Activities include monitoring, Troubleshooting & Fine tuning databases. Also has an overall good exposure to all IT Audit procedures.
• Administering SQL Server Production database.
• Monitoring SQL Server Jobs, disk space issues & trouble shoot SQL Server Production issues.
• Applying Service Packs/Hot Fixes on a regular basis
• Database migration across development/test/production environments.
• Monitoring and Troubleshooting SQL Server database performance issues for maximum availability.
• Assembling computers and peripheral devices servicing for the customers under Annual Maintenance Contract. Management and maintenance of servers.
• Trouble shooting Printers, motherboard, CPU.

TECHNICAL SKILLS

• IT Service Management
• ITIL Service Strategy, Design, Transition, Operation and CSI
• ITIL Incident, Problem, Change, Release, Configuration Service Desk, Service Level, Capacity, Performance, Business Recovery
• Organization Transformation
• Enterprise Infrastructure Architecture
• Technology infrastructure Assessment, Planning, and Implementation
• Storage Management Methods and Planning
• Capacity Planning and Performance
• Operational Assessment and Managed Care Outsourcing
• Data Center Consolidation
• Disaster Recovery Planning
• Service Strategy and Design
• Organization Maturity Change
• Sales and Marketing
• Business Development
• Strategic Initiatives
• Project Management
• Organization Transformation
• Benefits Realization
• Profit Improvement
• Enhances business operations
• Influence people
• providing Direction
• Problem solving
• Change management
• Process simplification
• Leveraging technology
• Identifying deficiencies in business systems.
• Navigating through organizational hierarchies.
• Writing up engaging, informative and well-organized presentations.
• Able to pick up new technologies quickly.
• Determining a projects scope and vision.
• Highlighting risks and issues that could impact project delivery.
• Can quickly understand business or technical issues.
• Solid collaboration, facilitation, and negotiation skills.
• Increasing the efficiency and automation of various IT system applications and databases.
• Working closely with the company’s IT department.
• Monitor Individual Performance of the Team Members on regular basis in consultation with the Delivery Manager.
• On time submission of Metrics on Daily, weekly and Monthly basis with inputs from Team Members & Weekend Change reports.