SUMMARY:

• Results driven individual and self - starter with a proven track record of learning new software packages quickly, of identifying areas where process conflicts exist needing improvement, and the ability to complete tasks on time and with great efficiency. Known by co-workers as a problem solver along with a knack for out-of-the box thinking.
• Reliable, work well independently or with team members, and naturally detail oriented. Interested in learning new software/processes. Proven to have a special ability to solve complex/abstract process issues.
• Pearson - Proven process analyst ability to determine cause of Oracle software problems needing fix (theOracle DBA of 10 years was unable to figure this out).
• Confidential - Solved problem of 100,000 shipment per month accounts not manifesting revenue resulting in millions of dollars of recapped revenue (not solved in the previous 7 years to my arrival).
• AGILENT - Identified conflicts not known to senior management.
• Confidential - Employees were unhappy with their overseas HP Helpdesk so they "found" me from another HP contact and called me asking if I would personally be their support person
• Confidential s - Increased department revenue higher than ever experienced.
• Confidential s - Planned and instructed development of new, web-based d Confidential management and reporting system that replaced legacy system and produced dramatic improvements in productivity. System later approved for company-wide implementation.

TECHNICAL SKILLS:

• Confidential (2.0yr)
• Confidential s (1.5yr)
• Business Suite (11i Upgrade)
• Agilent (1yr)
• Worthington Development (3yr)
• TOAD for Oracle 9.1
• Lotus Notes + Proprietary
• Accounting (2yr) Sales (2yr)
• Oracle Test Instances (PSUP
• DEV
• DVT
• TEST)
• Confidential / AmEx (5 mo)
• Rational Portfolio Mgr
• Siliconians (1yr)
• PVCS Tracker I: Net 7.5 (Merant Tracker)
• Metrix 3.3.1
• Oasis
• Access
• Customer Service (8.0yr)
• Confidential: 2yr
• Pearson
• Confidential
• Confidential
• Confidential
• User Acceptance Testing

PROFESSIONAL EXPERIENCE:

Confidential

Computer Technician part time job gathering and analyzing d Confidential to assist customers in all computer needs. Studying tutorials to become Certified Technician.

Responsibilities:

• Customer Service Associate created step-by-step /process documentation for Manager to train current and future contractors and employees for multiple software packages (e.g. “Priority”, “UPS Worldwide Shipper”).
• Entered and processed internal warranty extension and accessory orders into the ERP system, assisted CSR team with order management issues, and was secondary point of contact for ensuring orders were processed correctly.
• Employed in temp administrative jobs until receive a long term/ Confidential job. Relocated from AZ to CA. Enrolled in Right Management program (severance package), attended ProMatch, enrolled in Project Management Grant program (CAPM), Microsoft classes at NOVA center, volunteered at Sacred Heart. Mother was ill for some time; she has now passed on.
• Pearson ( Confidential )
• Business and Process Analyst for Manager of Pearson Shared Operations. Agile methodology.
• Learned and used TOAD/SQL (did not create queries).
• Learned and used Oracle to back up Senior Oracle DBA. Test environments PSUP, TEST, DEV, DVT.
• Learned and used RightNow CRM Technologies (ver 7.5, Nov ’08, Nov ‘10) including the Knowledgebase.
• Sole DBA for RightNow. Instances for PROD and TEST. Created/managed rulesets and customized analytics.
• Designated liaison for 40-person department to Pearson Technical Support & RightNow CRM Support.
• Responsible for 1:1 all 40 people and supporting them.
• Performed ad hoc requests for the Business.
• Led meetings to train users on software upgrades.
• Created all test scripts and led user acceptance testing.
• Responsible for all upgrades, testing, and implementation.
• Experience in mentoring/guiding less experienced team members.
• Created all standard operating procedures for endusers (Knowledgebase).
• Provided centralized systems operational support, administration, and installation.
• Pearson restructuring worldwide organization; trained counterpart in East Coast to take over my RightNow and Oracle responsibilities.

Confidential

Responsibilities:

• Business Analyst to AmEx Director. Received Confidential job with Pearson (above). AmEx Director told me his plan was to hire me as an employee, but the soonest that could take place would be at the end of the 6-month contract or later. AmEx Director told me his plan was for me to take over his Financials.

Confidential

Responsibilities:

• Business Analyst to IT Manager onsite at Confidential, Corporate. Scrum methodology. Assisted in Kronos software implementation project for all Confidential stores. Confidential sponsored 2-day out of state on Kronos “5.2
• Managing Schedules for Retail” class. Used that class to conduct user acceptance testing. Created test scripts testing every functionality the software provided; also responsible for managing 16 testers through 3 weeks of testing process; and managed the Cisco router.

Confidential, for ISS Consultants

Responsibilities:

• Project Analyst to Production Manager in the IPD (Infrastructure Processor Division) onsite at Confidential . Gathered requirements from Production Mgr to assist in creating new web-based tool. Liaison between Developers and Production Mgr for proprietary software (Tibet). Moved from Test to Production and then entered d Confidential for management and reporting purposes. Learned Tibet and created standard operating procedures for managers. Production Manager told me his plan was to have me lead classes for his Managers, but his contract for my position was cut short. He also informed me he was going to convert me to employee, but his headcount was reduced.

Confidential, for INT Technologies ; 4 mo contract

Responsibilities:

• IT Analyst reporting to Vice President of Operations/Development onsite at Confidential . Responsible for reducing workload from Sr Business System Consultants and processing the onboarding of all new personnel. Resolved department personnel software issues (liaison with HelpDesk); and assisted on special projects. Led team meeting for ImageMark Problem Resolution Guide (PRG) consisting of Sr Application System Engineers. Budget reasons, position suddenly discontinued. My VP informed me in interview her intent was to convert me to employee in 12 months.

Confidential, Initial 5 mo contract

Responsibilities:

• Project Administrator reporting to Project Executive for Confidential project, Phase 1. Agile methodology.
• Demonstrated ability to learn quickly proprietary financial software “Project Financial Management Tool” (PFMT) to reconcile monthly financials (invoices, expenses, hours, travel) working with $2 million budget. Learned and used
• Brio Insight reporting software to extract reports for PFMT. Learned and used Rational Portfolio Manager (RPM) to enter working documents from project, and track within the tool: Communication, Issues, Actions, and Calendar.
• Confidential implemented the conversion of Amexco Merchants to GAN. Confidential Global Services method integrated into Confidential Method 1 methodology, as appropriate, as part of the project management office.
• AmEx cancelled Phase 2 so all Confidential personnel and contractors were released.

Confidential, for Modis Consulting

Responsibilities:

• IS Project Coordinator to Manager of the 3PV Department onsite at Confidential Corporate. Learned and used HP Service Desk within Citrix Program Neighborhood to work with Service Calls, Change Requests and Work Orders. Conducted system analysis using d Confidential from web based systems and HP Service Desk to identify and recommend process improvement for resolving revenue problem of high end accounts (100,000+ shipments/ month) not manifesting revenue on the Confidential systems. Created Excel document to track symptoms of the issue, created a solution to resolve the problem, and emailed Manager my results. Manager told Marilyn millions of dollars per account were recaptured with this solution (see top of this resume, point 2). Confidential released numerous contractors May, 2005. My Manager informed me she had previously submitted an employee requisition with my name on it.

Confidential, for Modis Consulting

Responsibilities:

• Reporting Analyst to Manager of IT for Project Independence onsite at Agilent. Agile methodology. Performed output management, cross-d and streamlined various processes to increase productivity and improve efficiency.
• Learned and used TestDirector, eRoom, and Remedy software. Identified /process conflicts, and submitted ongoing summary reports to Senior IT management for resolution of those issues (see top of this resume, point 3).
• Budget reasons, position discontinued.

Confidential, for MSX International

Responsibilities:

• Technical Support, Tier 1 to Manager of the Workgroup Productivity Team (WPT) onsite at HP. Learned and used Lotus Notes to support internal/external customers. Installed, trained users, troubleshooted/resolved issues and supported d Confidential bases. Responsible for mentoring/counseling Tier 2 Developer on customer service skills. Some HP employees were unhappy with their overseas HP Helpdesk so they "found" me from another HP contact and called me asking if I would personally be their support person (see top of this resume, point 4). Budget reasons, HP sent job to Guadalajara.

Confidential, for Analysts International

Responsibilities:

• Project Coordinator to Sr Manager of the Global Services department onsite at Confidential . Learned and used Lotus 1-2-3 to transfer d Confidential from proprietary software CPMA and RETAIN cues to facilitate problem resolution for managers.
• Reviewed existing processes and developed recommendations for improvement. Created manual for overseas replacement. Budget reasons, Confidential sent job to Mexico.

Confidential, for Learnsoft University

Responsibilities:

• Registrar to Manager of the Advanced Technology Department onsite at Cisco. Learned and used FrontPage, HTML, and proprietary Registration System (TRS) software to create, maintain, and post monthly course calendar. Created new processes and developed improvements to existing software processes to increase company revenue higher than any time in the past. Employees received salary increase and additional stock.
• Learned and used Clarify to provide technical support for department website (see top of this resume, point 5).
• Department Manager informed me she had to reduce the headcount for budget reasons and utilized my sister counterpart in a different US State.

Confidential, for ProStar Staffing

Responsibilities:

• Admin Assistant to Manager of HRIS department onsite at Cisco. Conducted in-depth analysis of existing d Confidential management software package. Planned and coordinated development of new, web-based d Confidential management and reporting system that replaced legacy system and produced dramatic improvements in productivity. System later approved for company-wide implementation (see top of this resume, point 6). My Manager informed me he was going to hire me as an employee, but he was promoted to Oracle as a Director.