Operations Analyst Resume Profile

Professional Summary

Highly-motivated, experienced analyst with a unique combination of technical expertise, business acumen, and a track record of business results.

Technical Summary

MS Access, MS Excel, SalesForce, Sharepoint, SQL, Siebel, HTML, CSS, MS Visio, MS Project, SAP, Oracle, Salesforce

Relevant Experience

Confidential

NPS Program Manager

NPS Certified
Design, Implement, and Manage Customer Satisfaction Survey programs
Provide survey results and analysis NPS, Correlation, Comment/Key Word driving business and product improvements
Customer Database Management
Process Improvement implementing automation including Documentation and Workflow

Environment: MS Office Suite, Siebel, SalesForce.com, HTML/JavaScript, MS Visio

Confidential

Business Analyst

Analyzing and recommending actions to upper management to resolve issues the 29 State of Texas agencies are experiencing with implementation of the new data center. Creating business processes, work-flows, and documentation for the Agency Advocacy Program. Instrumental in the design and implementation of the Process Improvement for Physical Inventory at the State of Texas agency sites.
Automating reports and updating procedures for daily and weekly management meetings.
Create databases from surveys and customer satisfaction comments, categorize, and present with adhoc reports, automated reports, and presentations.

Environment: MS Office Suite, Lotus Notes, Lotus SmartSuite, Remedy

Confidential

Senior Operations Analyst

Produced and analyzed weekly Distribution Sales/Resale data highlighting key trends affecting the business to upper management.
Improved business processes by providing ETL solutions, improving reporting timeliness, and creating worldwide performance tracking and business process management tools.
Created process re-engineering workflows, coordinated worldwide user requirements, and directed SAP Design team and IT on business requirements during SAP upgrade.
Authored technical, process mapping, and procedural documentation for newly automated processes.
Managed and facilitated worldwide Distribution Sales projects resulting in business process management tools and cost cutting methodologies.

Environment: SAP CRM/SCM/BI, MS SQL, Office Suite, Access, Sharepoint

Confidential

Finance Systems Analyst

Consolidated, validated, and analyzed data providing accurate cross-system financial information using SAP BI and Hyperion.
Developed and maintained queries and reports to support Global Finance team operations.
Authored process documentation, change management requirements, process workflows, and process mappings exposing optimization opportunities.
Improved project request processes by creating templates outlining requirements, SME's, workflows, costs, and budgeting.

Environment: SAP Finance Systems Work Order Processing, AP, AR, GJ , BusinessObjects Intelligence, Hyperion Pillar, MS Office Suite

Confidential

Data Analyst - Team Lead

Managed eleven data analysts providing warranty-related analysis for management and customers.
Designed, developed, and analyzed internal management financial reporting.
Created business process management tools and models to track system and personnel performance.

Environment: Visual Basic, MS Office Suite

Confidential

Senior Business/Financial Analyst

Led the design, development, and implementation of the Dell Services Reporting Datamart.
Department Lead in the upgrade of Dell's Datawarehouse from Oracle to Teradata ensuring timely, on-budget completion.
Liaison for Corporate Finance and IT in the implementation of the Corporate Global P L II.
Automated multiple business processes leading to increased revenue recognition and reduced cost.
Prepared accurate and detailed Month End GAAP and As-Sold P L Reporting and researched forecast versus actual variances for Executive review presentations.
Designed, reported, and maintained Services Attach Rate metrics providing a quantifiable, easy-to-understand benchmark with which to run the business.
Prepared, audited, and reconciled Services Finance monthly journal entries ensuring SOX compliance.
Developed the quarterly forecasting and planning tool for Service Finance's worldwide Business Unit consolidation.
Developed and maintained Business Unit and New Product Services revenue and unit forecast models.

Environment: Oracle 10i PL SQL , Oracle Financials, Hyperion Enterprise, Essbase, NCR Teradata, Brio Explorer, SQL Server

Confidential

Data and Marketing Analyst

Implemented marketing customer categorization system categorizing Dell's Government and Education customer base into retention, acquisition, and development categories
Developed Marketing Executive reporting and Scorecard for Dell's State Local Government, Higher Education, and K-12 customer base
Managed High Education's marketing interns.

Environment: Dell Order Management System COBOL , MS Office Suite