Tonya L. Blair

**** ****** ***, ***. *** 313-***-****

Bloomington, IL 61704 acu41d@r.postjobfree.com

A result oriented Professional with experience in troubleshooting customer needs and meeting Service Level Agreements. A Strong Problem Solving skills and a Team oriented individual with good interpersonal skills. Has the ability to handle multiple tasks and prioritize work.

TECHNICAL SKILLS:

Client Interface: R.E.M./BESSy, Vantive, Digital Workflow, Peregrine

Operating Systems: Windows 98/2000/XP

Software: MS Access, MS Excel, MS Power Point, Microsoft Reporting Services, Share point, SQL and TOAD, SQL Developer.

PROFESSIONAL EXPERIENCE

AMDOCS/Horizontal Integrations July 2014 – March 2016

Champaign, IL

Application Support Analyst

The Application Support Analyst is responsible for providing expert technical product support to clients, as well as troubleshooting complex software application issues quickly and effectively.

Duties involve responding to clients promptly and professionally, accurately documenting issues and resolutions, and collaborating with clients and internal employees to solve complex technical problems. The Application Support Analyst will also act as a mentor and coach to newer staff.

Provide principal technical support for end users by providing individualized and personalized attention.

Ensure end user needs are met with consistently high quality of service provided.

Engage appropriate resources to resolve technical issues and update clients on progress toward resolution.

Work on special projects to improve operating efficiency of technical/applications support.

Participate in the on-call support rotation, if needed

Coordinating issue resolution with other support areas as required.

Coordinate with Application Development Team via Conference calls to successfully adhere that the clients are satisfied.

Prioritize workload, providing timely and accurate resolutions.

Monitors and troubleshoots Clients billing applications via the Unified Tickets System (UTS) through BMC Remedy Ticketing system.

Run scripts to resolve client issues in Production Environment via /SQL.

Provide database information using customized queries via Script Runner.

Form meetings with client/vendors critical and high issues.

Work with developers to escalate and/or convey detailed expectations from client.

CATERPILLAR/Ageatia Oct 2013 – April 2014

Mossville, IL

Project Management Analyst

Plan, direct, or coordinate activities for any other non-IT based project. Knowledge of business and management principles involved in strategic planning, resource allocation and production methods.

Served as the Business Unit Liaison for 3,136 suppliers, 26 Legal Entities, & 4 Business Units, & $1,603,466,055.06 worth of transactional spending during the year 2013 for Caterpillar’s Conflict Minerals Project.

Provided in-depth supply chain visibility by collecting part data for 3,136 Conflict Minerals suppliers designated as having or potentially having 3T&G (Tin, Tantalum, Tungsten, & Gold) Conflict Minerals.

Collected & updated supplier contact information for 3,124 Caterpillar suppliers.

Coordinate projects, making detailed plans to accomplish goals and directing the integration of technical activities

Analyze technology, resource needs and market demand, to plan and assess the feasibility of projects.

Verifying entries in multiple systems to ensure proper validation which will then summarize and publish for upper management and executive summaries.

Analyzing, Collecting, Compiling and Cleaning Supplier and Buyer Data.

Providing weekly updates including project milestones, updates and issues Visio.

Managing project tasks, scope and timeline. Monitoring data quality.

Implementing data standards, data governance policies and procedures.

HEWLETT PACKARD/Collabera October 2011 – May 2012

Pontiac, MI

Workflow SME

HP Service Manager Workflow Engineering. Lead Migration for customer’s asset management systems from HP’s legacy SDA environment to HP’s new SRA environment. Excellent, interpersonal, Written and Verbal Skills.

Manage requirements meetings to gather/define data needs.

I gathered, compiled and consolidated data using the HP Load Data Spreadsheet (LDSS)

Construct customer data to meet Service Management requirements.

Deploy customer data using HP workflow tools/Onboarding Tool.

SME support to PM’s, Account Team and Multiple Process Teams.

Utilize the Share Point to update Daily/Weekly Tasks.

Update the Account Team and PM on a weekly basis of my tasks.

Scheduled Meetings via MS Outlook with the Account Team and PM as needed.

Coordinate schedules with Members on the Account Team.

Assisted in the preparation of UAT/Testing including: detailed requirements specifications, executing test cases, system test plans, system implementation plans, user documentation and user training documentation.

Analyzing and documenting business requirements.

Meet Time lines and Deliverables.

EDS an HP Company January 1997 – June 2009

Auburn Hills, MI

Infrastructure Associate

Implemented New Customer Accounts for Towers Perrin, Marathon Oil and Lineage Power via MSExcel and Group profiles through Peregrine via the Service Management.

Implemented New Customer Accounts for Towers Perrin, Marathon Oil and Lineage Power via Service Management through Peregrine Tool.

Resolved user Incidents, problems, request and changes via Service Management to ensure the system and the users are able to use the tool at its’ best.

Facilitated Problem and change meetings as needed.

Provided second level technical support to ensure clients/customer service expectations are met.

Monitored problem tickets via Service Management on a daily basis.

Responsible for Trouble shooting and resolving various for service management production servers to 100% server availability.

Participated in software version upgrates/releases and insure quality control by performing User Acceptance Testing (UAT).

EDUCATION

Bachelor’s Degree of Science in Business Administration, Ferris State University

LICENSE AND CERTIFICATIONS

ITIL v3 Foundation Certified

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