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Global Support Specialist\system Analyst Resume

Towson, MarylanD

OBJECTIVE

  • Be involved in resolving business challenges by assimilating & analyzing the business scenario and resolve the problem to achieve business success.
  • With my demonstrated analytical skills, structured thinking, hands - on system design skills and my abilities to perform a deep-dive assessment of strategic impact on the overall business requirement along with my leadership skills should help the organization holistically resolve the business challenges.

SUMMARY

  • Having overall professional IT experience of 8 years and Management experience of over 8 years.
  • Strong experience in Business and Data Analysis, Data Profiling, Data Migration, Data Integration and Metadata Management Services.
  • Ability to collaborate with peers in both, business, and technical areas, to deliver optimal business process solutions, in line with corporate priorities.
  • Software Development Life Cycle (SDLC) experience including Requirements, Specifications Analysis/Design and Testing as per the Software Development Life Cycle.
  • Experience in understanding Stored Procedures, Stored Functions, Database Triggers, and Packages using PL/SQL.
  • Good Data Warehousing concepts including Meta data and Data Marts.
  • Experience in conducting Joint Application Development (JAD) sessions with end-users, Subject Matter Experts (SME's), Development and QA teams.
  • Extensive experience in project management best practices, processes, & methodologies including Rational Unified Process (RUP) and SDLC
  • Excellent communicator focused on customer service.
  • Ability to understand current business processes and implement efficient business process.
  • Expertise in defining scope of projects based on gathered Business Requirements including documentation of constraints, assumptions, business impacts & project risks.
  • Strong background in support documentation.
  • Analysis and review of Software and Business Requirement Documents.
  • Conducting requirement gathering sessions, feasibility studies and organizing the software requirements in a structured way.

TECHNICAL SKILLS

  • Windows XP//Win 7/Win 8
  • Server 2008
  • Server 2010
  • TCP/IP
  • Ethernet
  • VPN
  • Novell
  • Secure ID
  • Microsoft Office Suite 2010
  • 2007 (Word
  • Excel
  • Project
  • Visio
  • Access
  • Outlook
  • Power Point
  • Publisher)
  • UMLet
  • Oracle Data Modeler
  • Oracle Application Express
  • SharePoint
  • Sales force
  • Oracle Application
  • Dynamics
  • SAP
  • SharePoint
  • Kronos
  • PeopleSoft
  • Oracle 11g
  • MS Access
  • Service Now and HEAT
  • Microsoft Active directory
  • SharePoint
  • Printers
  • SQL. Visual basic
  • ITIL
  • Microsoft project etc

PROFESSIONAL EXPERIENCE

Confidential, Towson, Maryland

Global Support Specialist\System Analyst

Responsibilities:

  • Provide support and troubleshooting for any issues ranging from computers, servers, printers, applications etc.. The support base is global and encompasses roughly 35,000 users both in company offices and working remotely.
  • Provide support for users of recently acquired companies that are being migrated ontoStanleysystems which often required knowledge of cross domain functionality for Active Directory groups & users.
  • Excellent customer/client service skills (friendly, courteous and helpful); communicates information (for example, facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical information.
  • Made decisions using sound, well-informed, and objective decisions making practices; able to perceive the impact and implications of decisions
  • Create and implement any new objects needed in Active Directory & Exchange. These could be single user requests or sometimes bulk requests (handled by scripting if necessary): User Accounts (including generic, service accounts etc), Security Groups, Exchange Mailboxes and Distribution lists.
  • Installing and configuring Cisco VPN
  • Review, analyse and evaluate business systems and user needs
  • Supported systems with Windows XP, Windows 7, Internet Explorer, MS- Office 2007, MacAfee Antivirus
  • Remote control using Microsoft Office Communicator/lync, LogMeIn and Join me for troubleshooting and resolving variety of IT issues.
  • AS400/MFGPRO Password Resets, Kill sessions, and Printing Issues.
  • Resolved issue in MS Office 2010 including Outlook, Word, and Excel.
  • Controlled access to variety of company application and troubleshooting- SAP, Hyperion, Citrix, sales force, JDEdwards etc. Ranging from sales to engineering applications.
  • Maintain security and SOX compliance on Active Directory & Exchange across multiple domains & forests in regards to: User Accounts(Terminations, Modifications, PW resets & lockouts etc), Shared network folders & drives(Permissions, Access, Group Membership etc), Active Directory & Exchange(Shared Mailboxes, Distribution Lists, Security Groups)
  • Worked closely with colleagues, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction for new solutions;
  • Oversaw implementation of a new system including data migration;
  • Supported users on change control and system updates;
  • Provided training and user manuals to users of a new system;
  • Keeping up to date with technical and industry developments.

Confidential

IT Business Analyst

Responsibilities:

  • Assess the existing business processes and specify requirements for process improvements or re-engineering, design and develop technical specifications, use cases, users acceptance testing and trainings, participate in IT projects implementation and change management.
  • Under the direct supervision of the Project Manager, develop and manage project management documentations which include but are not limited to business cases, stakeholder register, stakeholder management strategy, project charter, kick-off meeting agenda, team contracts, work breakdown structure, requests for change, implementation plan and other vital project related documents.
  • Prepare and present projects stand up updates and performance reports to high-level stakeholders, address issues and/or change requests as need be.
  • Document requirements, define scope and objectives and formulate feature sets to parallel overall business strategies. Developed user stories, use cases, and System Requirements Specifications.
  • Develop Acceptance Test criteria, lead User Acceptance Testing activities. Assist test engineers with system testing as needed.
  • Developed user manuals, job aides, and context-sensitive web help. Participate in software test plan reviews.
  • Involved in workshops / training / presentations.
  • Key achievements
  • Instrumental to the initiation and computation of project plans for the development of BTTS (BSU Technology Tracking System) for the Helpdesk of Confidential . This system is projected to speed up the turnaround time for service requests by 200%. (2013).
  • Validated systems requirements for the implementation of Point and Click (EMR Solutions) in Health Center of Confidential . Lead the Hardware/Software installation and systems networking. (2013)
  • Hand selected every team member that contributed to the development of a Faculty Information System for the MIS Department. (2012)

Confidential

Senior Business Development Analyst

Responsibilities:

  • Developed new marketing strategies to capture market channels with new clients.
  • Brought new processes to firm for its growth, using various marketing strategies and communication skills in order to brand the firm in the market and attract new clients.
  • Developed strategies and business for the firm by building corporate relationships with customers and the industry/market leaders.
  • Utilized sales and marketing tools to create brand awareness in the market.
  • Introduced improvements in business strategies based on customer feedback.
  • Expanded business along with the respective market share for the firm.
  • Played key role in company initiatives for developing new projects for future use.

Confidential

Senior Business Analyst

Responsibilities:

  • Responsible for preparing and maintaining high level of business requirement and also deal with detail requirement specifications, designing of data flow process.
  • I worked on this project by using different technical tools such as MS office tools and remote access tools.
  • As far as technical specifications are concern I take care of every part of the project and mapping for calculating and reporting risk.
  • Interacting with core business clients and work with dispersed stakeholders
  • Explaining and gathering business needs to understand business idea after that converting business idea into frame-ready, and then implement it into high-level business requirements.
  • Provide support to business and development team throughout implementation of different strategies.
  • Supported Unit Testing and System Integration Testing (SIT)
  • Developed Requirement Traceability Matrix to record the relationship of the requirements to the design, development, testing and release of the software

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