Yiyi (Charlotte) An Mobile Phone: 312-***-**** E-mail: acpgw0@r.postjobfree.com

Over 10 years IT experience including 6+ years Business Analyst experience, 7+ years ITSM sales and consulting

Overview

experience, 8+ years entire SDLC experience such as software testing, software training and project management

using Waterfall, Agile, and Scrum methodologies and Web technologies for banking, healthcare manufacturing, and

eCommerce industry. Deep understanding of technology, proven track record in applying technology to solve

business problems, strong analytical skills. Well-rounded people and communication skills developed through

many years of consulting, training, sales and marketing. Excellent coordination skills. Quick study, team oriented,

highly accountable. Always maintains a positive attitude.

ITSM (Products: HP Service Desk, Incident, Problem, Change, configuration, release, Service

Technology Background

Level, Knowledge Management; Asset Management and CMDB; ServiceNow ITSM integrated

solutions; BMC Remedy)

ITIL expert. Led customers to understand how to combine people, technology, and process.

Worked with R&D department for the design of ITSM process and connecting ERP system.

Automation and Cloud (Products: HP Business Service Automation and Management)

Testing Solution for ERP system(Products: Loadrunner, Quality Center, Diagnostic)

MS SQL Server and BI solution capability: T-SQL, SSIS,SSAS, SSRS, ETL and

Data warehouse; C and VB capability

Worked with application developers and production team across functional units to identify

Professional Experience •

business needs and discuss solution options.

Gathered requirements from the business users, created technical specification documents.

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BI Developer

Involved with team members in Scrum an agile software development process for the

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Dec. 2014 – Feb. 2015

development of the project.

Cloudeeva

Created complex User-Defined Functions, Stored Procedures, views, triggers, and other SQL

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Business Intelligence department

joins. Maintained data integrity by performing validation checks.

Chicago, IL

ITSM Consulting Manager Focused on HP IT Service Manager, ServiceNow, and BMC Remedy solutions to design and

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implement IT service management platform based on ITIL best practice including Incident,

Feb. 2012 – Feb. 2013

Problem, Change, Configuration, Release, Service Level, Knowledge, Asset Management and

Hewlett-Packard Co., Ltd.,

CMDB to simplify management and maximize value to the business.

Software and Solution

Drove business analysis for clients in challenging internal and external environments, handling

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Division

difficult problems and situations while closely working with clients to gather and analyze the

Beijing, China

requirements; worked with pre-sales teams to identify and optimize client’s business processes

and with delivery teams to design and implement IT service processes in order to reduce IT

Senior Business Analyst

management costs and increase IT service productivity.

Project Manager

Managed business negotiations with clients including bidding and project scope definition,

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Nov. 2009 – Feb. 2013

ensuring the right project fit for the client and a proper return for HP.

Hewlett-Packard Co., Ltd.,

Used Scrum methodology to review the testing results, measure the goal of each stage, and

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Software and Solution

control the each milestone of the project.

Division

Beijing, China

Business Analyst Digital China is the largest integrated IT service provider in China. Partnering with over 100

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top IT vendors worldwide, the company’s business spans many different industries

Apr. 2006 – Oct. 2009

Developed IT Service Management solutions including Service Desk, Incident, Problem,

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Digital China

Knowledge Management, and CMDB for large companies and organizations. Implemented

Business Development Division

technology solutions, liaising between technology teams and the customer to develop and

Beijing, China

analyze business requirements to design and configure ITSM tools.

Business Analyst/Software Conducted training classes in custom developed software products and SQL server: created a

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training plan, prepared the training materials, and delivered the training.

Trainer/Software Tester

Worked with program team for software development projects using Waterfall, Agile, and

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Apr. 2002 – Apr. 2006

Scrum methodologies and Web technologies.

Digital China

Made testing plan, designed testing documents, and managed testing process.

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Public Division

Education MBA of Business Administration, University of Illinois at Chicago

Bachelor of Business Administration, Renmin University of China

Computer Application, Beijing Union University

Microsoft: MCP, MCSE, MCDBA; ITIL Foundation; Applied Psychology

Industry Certificates •

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