Summary

Innovative and dynamic Systems Analyst with eight years of diversified financial and IT experience including voice and data communications, application development, and software testing. Hands-on technical analyst with success in cost analyst, data analytical support, implementation and post-implementation support and maintenance.

Technical Skills

Applications: Connect the Dots, SPA, NPI, WebEx, CRM, ActiveSync, Good Mobile, Remedy, Microsoft Office (pivot table, and vlookup functions), Nimsoft, Vistara, ServiceNow, and Business Objects.

Operating Systems: Blackberry v.4.0-5.0, Android, Windows Mobile v.5.0-6.0, Windows 7/8.

Networking: TCP/IP, DHCP, WINS and DNS.

Programming: C, C++, HTML, Java, SQL,VB, Shell, SAS, PHP.

Database Management and Development: Oracle, SQL, and Relational database design.

Development: Application and Object-Oriented development, and Program testing/analysis.

Certifications: CCNA (in progress).

Professional Experience

NOC Analyst

Sirius Computer Solutions August 2015-Present

Perform level 1 troubleshooting of switches, and routers preferably Cisco equipment. Create and track incident tickets, change requests, work orders, service requests and assignments. Issue initial outage notification event communications.

Monitor network, applications, and systems across the Vistara enterprise for alarms/alerts received from incidents, unauthorized or failed changes.

Investigate troubleshooting issues and apply fix procedures as instructed network/system/application monitoring, scheduling alarms and alerts.

Research and implement resolution on multiple customer correlating issues identified by alarms/alerts received to eliminate duplication of events.

Coordinate and plan regularly scheduled maintenance windows between multiple departments and business units.

Product Manager

Ettain Group at Cisco March 2015-July 2015

Managed and tracked variety of products including but not limited to Data Center Switches by creating new services offerings as required, by mapping new products to CON SKUs for quoting, ordering, invoicing and renewals, and by conducting in-market performance evaluation of Cisco's services to ensure that Cisco is competitive. Ensuring the CON SKUs are mapped and orderable for Cisco Technical Services.

Managed resolution, tracked, and communication of highly visible pricing escalations in order to resolve customer satisfaction issues for sales.

Developed and implemented new tracking system for new data and product mapping, critical to the accurate and timely completion of mapping requests, and included key features such as traceability of queue history.

Overseen teams cross functionally in India and the US to ensure proper and accurate completion of complex and non-standard mapping requests.

Led research investigations for product and service comparison of competitor pricing, essential in determining competitive service pricing structures.

Managed facilitation of meetings, tracking of partners, and other project management related tasks for SSPT for ACI.

Commission Analyst

Echelon IT at Cisco Systems March 2011-March 2015

Managed and oversee eight global financial programs for Cisco.

Published and monitored daily monthly and quarterly status reports including manually tracking sales order request and handed escalation issue for sales agents; ensure that all programs are reviewed on monthly basis and summarization of financial condition of programs are communicated to financial controllers, service mangers and business owners.

Maintained and managed MS Access data to find logic problems and enforced data integrity. Redesigned existing queries to improve efficiency and meet business requirements needs.

Improved data collection requirements finding creative solutions for hard to fit data elements and for identifying data gaps. Analyzed data needs from wide variety of internal data sources.

Analyzed and documented client's business requirements and processes; communicates these requirements to technical personnel by constructing basic conceptual data, visual aids and process methods.

Investigated and supported risk mitigation strategies, troubleshooting reports, data analysis, and audit files.

Coordinate meetings with account managers to review business requirements and build relationships within these teams resolve escalation issues and perform quality checks based on program guidelines.

System Analyst

Computer Science Corporation at United Launch Alliance July 2011 – May 2013

Managed and supported 5,700 mobile employees on AT&T, Verizon, T-Mobile, and Sprint accounts.

Provided support for the accounts mobility service, to include data collection, data modeling, performance reporting, ordering, troubleshooting and asset management of mobility equipment.

Led the impact and cost analysis, insertion planning, and institutionalized new IT Mobility policies.

Coordinated and facilitated cost consolidation projects leading to reduced monthly and annual mobility expenses by 30%.

Executed systems test from gathering requirements from interviewing internal clients. Assisted in analyzing testing results in all phases.

Analyzed, installed and configured applications; troubleshoots network problems, and monitors and evaluates system performance.

Senior System Analyst

Computer Science Corporation at Nortel March 2010 – February 2011

Provided Third-level Blackberry, and BES support to Nortel employees and clients

Designed, developed and implemented new methods and procedures of the technical solution that meets the requirements of the project. Assessed existing systems and recommended technical improvements (e.g., performance upgrades).

Provided detailed documentation of moderately complex system specifications, including system scripts, system installation procedures, system backup and recovery techniques and system test methods.

Provided 7x24x365 system monitoring and on-call user incident resolution.

IT Analyst

STS International, Inc at Cisco Systems June 2007 –March 2010

Provided first and second level technical support for PC, video, web, mobile technologies to Cisco employees and engineers worldwide submitted by phone, instant message and email.

Interacted with customers of all levels of technical ability, to explain digital media, mobile and interactive technologies related to web conferencing, video conferencing, video streaming, audio and video capture, editing and processing hardware and media asset management.

Analyzed, researched, diagnosed and resolved software/hardware, network, email, VPN, website connectivity and mobile device problems producing quick response times to more than 145 internal clients weekly.

Managed device defects, reset network passwords, determine account restrictions, manage rights to network resources, create, modify and delete user accounts tools.

Education

Masters of Science Degree in Information Science

Concentration: Information Management

North Carolina Central University - Durham, NC

Bachelors of Science Degree in Computer Science

North Carolina Central University - Durham, NC

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