Project Analyst/Product Owner/Scrum Master Resume Newtown, PA - Hire IT People

PROFESSIONAL SUMMARY:

Expert Excel user and advanced knowledge of Microsoft Office Suite
Intermediate knowledge of QuickBooks, Business Objects, SQL, Visual Basic, JIRA, and Confluence
Organized quality control professional with extensive project management and technical background
Superior time management and problem - solving abilities
Excellent communication and customer service skills
Ability to manage multiple tasks in a fast-paced environment

PROFESSIONAL EXPERIENCE:

Confidential, Newtown, PA

Project Analyst/Product Owner/Scrum Master

Responsibilities:

Backlog and Requirements Project Manager for IT projects from conceptualization through implementation
Liaison between Vendor and Stakeholders
Conduct business analysis and troubleshoot project issues using a SQL Database to run queries
Document requirements and test APIs for accuracy using PMI standard methodology
Coordinate with development, network engineering, and database administrators to ensure an understanding of the requirements and resolve questions and issues
Interact with Quality Assurance on functional requirements, with application development management, and technology services management to help define project features and milestones
Verify scope meets client needs and/coordinate internal and external training
Work with customer support groups to plan implementation and coordinate post implementation
Work with clients to establish projects/open issues while maintaining project plans
Provide support for special projects, assist in testing, and develop project documentation

Technical and Software Specialist

Confidential

Responsibilities:

Run reports and provide analysis using SQL, Business Objects/Crystal Reports and Excel
Statistical Reports, Projection Reports, Comparison Reports, Analysis of Applicant Pool
Provide support to more than 90 law schools via telephone/email for proprietary software as related to the law school admissions process
Provide support for online law school applications for over 90 applications
Map data for reporting and analysis for 90 + applications and ABA matriculation process
Analyze HTML code for errors
Create documentation for schools and colleagues
Support development by investigating problems and recommending improvements
Assist Quality Assurance group on enhancement releases
Assist in training new team members on proprietary software

Confidential

Business Systems Team Leader

Responsibilities:

Created reports for all help desk tickets for the daily status meetings using Excel
Reduced time spent on creating reports from 3 hours to 15 minutes using macros for reports for upper management
Responsible for updates in daily status meetings to large team, including upper management
Coordinated team schedule according to time zones and workload
Provided new user support for new Agency Management System
Help Desk Support, in Microsoft XP, Office 2007 and 2010 environment, including insurance agency management system, and document management system
Created ticket requests using Symantec Service Desk 7
Used NetMeeting or Lync to remotely provide support to users
Acted as liaison between office team members and technology support teams on issues and training
Acted as liaison between activation support team and technology teams on issues and training

Confidential, Yardley, PA

Help Desk Customer Service Technician

Responsibilities:

Provided management with metrics to show quality of service and ensure targets are consistently surpassed
Responsible for supporting Corporate Executives and management team as well as resolve issue/problems reported by 3000+ employees
Created documentation on policies and procedures as well as the ticket/resolution process
Trained staff on performing diagnostic and troubleshooting of proprietary system issues
Trained end users, created videos, and provided on-site training
Maintained equipment inventory that includes mobile devices, desktops, laptops, and air cards
Administrator of Mobile Iron which manages mobile device applications and security
AT&T administrator of mobile device usage. Rolled devices from Verizon to AT&T
Solely responsible for implementing Postini to reduce spam and emails containing viruses