Senior Services and Support Analyst Resume TX - Hire IT People

EDUCATION:

Bachelor of Science, Computer Science, 1999
Coursework towards Bachelor of Science in Physics / Math, 1997

Skills / Training:
Database: Oracle, SQL Server
Web Servers: IIS, Apache, BEA / Oracle Web Logic
Software Development: C#, iPhone / iOS Programming, Objective-C
ETL / Analysis / Reporting: SSIS, SSRS, Business Objects & Crystal
ERP: SAP QM, MM, and Inventory Management Modules
IT Frameworks: ITIL V3 Foundations
Help Desk: Remedy, Zendesk, Assistly
OS / Virtualization: Windows 2008 R2, Mac OSX, System Center (SCVMM)

Training & Certifications:
ITIL V3 Certification, Foundations, HP
Six Sigma Greenbelt Trained, Celanese

PROFESSIONAL EXPERIENCE:

Senior Services and Support Analyst , Confidential ,TX January 2010 - present

Work directly with Global Fortune 100 clients to find solutions, manage the relationship and meet my customers’ manufacturing and analytical needs.
Primary focus is incident and problem management supporting companies in the Americas with their laboratory software support, implementation and integration
Manage training and implementation engagements with customers in both North and South America for SampleManager LIMS and Integration Manager software
Work directly with Product Managers of SampleManager and Instrument Manager to drive software quality improvements

Manufacturing Support Team , Confidential ,TX November 2008 - January 2010
At Celanese, worked as the leader of a global group of business systems analysts responsible for the development, implementation and support of over 20 key manufacturing, EHS (Environmental Health and Safety) and R&D applications.

Align Manufacturing IT Application Services Portfolio with Business Objectives
Reduce overall IT footprint for Mfg. through vendor negotiations, consolidations, and process simplification and automation ($500K annual savings achieved)
Utilize Six Sigma and business process optimization tools to standardize business processes globally for the entire support and implementation group
Managed application support and transition services to support divestiture and integration projects - 2 key projects (Oxea and Sekisui divestiture and Celanese Nanjing Project)
Drive Support and Operations towards excellence through well-defined, managed metrics
Act as customer and cross-team liaison for Incident, Problem and project escalations

Business Systems , Confidential ,TX October 2002 - December 2008
Served as a Business Analyst responsible for the implementation and support of several key business systems in manufacturing and R&D.

Manage manufacturing application administration and implementation of SampleManager LIMS, OSI PI, SAP MII (MES) and SAP QM (Quality Management) Module
Provided Database Management services for various Mfg. systems to improve overall performance of Mfg. apps
SAP / LIMS Interface Upgrade Support - Provided Application Upgrade and Validation Services for a transparent
Ticona Business Lab Consolidation Project - Implemented Reporting / Metrics for Laboratory Six Sigma Project consolidation project
MES (Manufacturing Execution System) - Implementation project integrating shop-floor systems with Quality and Laboratory Systems
China LIMS Implementation (Project Manager / Business Analysis / LIMS Consultation

Software Implementation , Confidential ,TX January 2000 - October 2002
Worked as an implementation and support resource for a Laboratory Solutions provider.
LIMS Implementations - Requirements gathering, functional document
Implementation Project Management - Managed LIMS project for various customers including DOE and Government nuclear waste treatment laboratories
Customer-facing support - Part of primary support team for the Informatics group
Crystal Report development - Expert in Business Objects Reporting

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Senior Services And Support Analyst Resume

TX

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