Data Analyst Resume Lexington KY - Hire IT People

SUMMARY

Over 15 years’ experience with hands - on technical support and customer service.
Over 20 years’ experience with building, installing, and supporting Windows PCs.
Over 10 years’ experience with training and supporting users.
Experience in mapping as is processes and to-be process solutions through brain storming sessions and designing to-be processes using BPMN 2.0 methodology.
Strong problem analysis and resolution skills.
Very quick learner with high data retention capabilities.
Aggressive at finding solutions—I don’t give up.

PROFESSIONAL EXPERIENCE

Confidential, Lexington KY

Data Analyst/Production Support BA/QA Tester - Senior

Responsibilities:

Produce daily reports for executive management and worldwide users to report global project conversion status.
Documented and mapped global data migration processes using BPMN 2.0 methodology in Microsoft Visio.
Provided business requirements and test cases to developers using SDLC methodology.
Provided business cases and supporting noledge to assist teh data analysis and migration teams in support of global deployments.
Work with users worldwide to identify and align data elements into required format for conversion.
Assisted in creating User Stories and business requirements for continuous improvement releases in Service-Now.
Provide 3 rd level support for off-shore team for billing, order processing, and data integrity issues.
Tested system change requests to ensure proper functionality and adherence to business requirements.
Work with GXS/OpenText to integrate 3 rd Party vendors worldwide with Confidential system to ensure transmission of orders and order status updates.
Execute SQL queries to extract system data for data validation and cleansing.

Confidential , Lexington KY

Global Order Management Team Lead/Key User

Responsibilities:

Performed analysis and resolved every order management process, procedure, and system setup issue escalated from off-shore team.
Created documentation and provided training to off-shore staff on a regular basis.
Provided input and approval for changes and enhancements to global order management processes.
Provided audits and detailed reporting for billing to business operations groups in North America, Australia, and Europe.
Developed, tested, and initiated emergency processes to work around system disasters.

Confidential, Lexington KY

Senior Technical Support

Responsibilities:

Provided first and second level telephone support to resolve customer issues in a timely manner.
Performed troubleshooting to diagnose problems presented in electronic ticket systems, scheduled appropriate service calls to resolve issues within SLA’s.
Developed and trained hands on processes for dis-assembly and repair of laser printers.
Performed on-site diagnosis and repair of various brands of desktop and laptop computers as well as on-site diagnosis and repair of Confidential laser and dot-matrix printers.
Resolved many issues during pre-service call diagnosis.
Managed all service call routing for on-site repairs for group.
Installation and configuration of network hardware, and software used by travel agencies for booking airline tickets.