Business Analyst Customer Service

Ovidio Ramirez

Business Analyst and Specialist in Software Development and Implementation and Customer Service 5466 Waxen Dr. Dublin, OH 43016 email: ad3vf4@r.postjobfree.com, ad3vf4@r.postjobfree.com WEB: Cidesa.com, email, authorized to work in the US,I do not need a visa or sponsorship.

Professional Summary

With over twenty years of experience, I have successfully managed technology consulting firms and, as a business analyst, have excelled in implementing technological solutions to enhance organizational efficiency and productivity. I focus on identifying business needs, developing suitable solutions, and acting as an intermediary between stakeholders and technical teams. I have successfully led the implementation of complex projects in partnership with national and international companies. I have launched ERP, CRM, HRM, SCM, BI, EAM, DMS, PLM, WMS, MES, and DSS systems in open-source and proprietary environments. My leadership has been crucial in positioning Cidesa (1993-2022) as a leader in the software industry, excelling in managing multidisciplinary and multicultural teams and leading projects across various platforms. I have experience in diverse sectors, including public and private, banking, logistics, healthcare, production, and manufacturing, demonstrating skills in design, database programming, and maintenance of software applications. This experience led me to create the software factory. My project management is characterized by innovation, transparency, and technical excellence, aspects highly valued by clients.

Skills and Competencies

I possess the necessary skills and knowledge to significantly contribute to the following tasks:

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To foster business growth, implement integrated global strategies that analyze the organization's needs, processes, technological requirements, marketing and sales strategies, human resources, and partnerships.

Effective communication ensures understanding among stakeholders, technical teams, employees, and the public.

Constantly assess solutions' impact and benefits to ensure the achievement of business objectives and seek continuous improvements in processes and systems to optimize efficiency, effectiveness, and business efficacy.

Understanding the planning, execution, and supervision of projects and managing organizational changes that come with implementing new solutions.

Analyzing market and customer data to make strategic decisions, specifying sales tactics, proposing marketing strategies, and managing contracts and tenders in various sectors.

Evaluating and improving internal human resources and customer service processes to increase organizational efficiency and customer satisfaction.

Identifying and managing strategic partnerships to drive value propositions that contribute to business growth and innovation, ensuring they align with the organization's objectives.

Identifying and documenting software needs and requirements, developing precise specifications, and collaborating closely with development teams.

Evaluating new technologies and trends in software development and participating in testing to ensure functionality and compliance with software requirements.

Developing agile, robust, efficient, innovative, and scalable solutions that generate vital information to meet business needs. This includes defining and facilitating business resources, IT requirements, processes, and organizational changes.

Maximizing value delivery through effectively aligning business operations with available solutions and technologies.

Efficiently managing complex projects, from initial planning to meticulous progress tracking and effective problem resolution, with a particular focus on software.

Providing assistance in implementing and maintaining software systems, including troubleshooting and updates. Creating technical documentation and training end-users. Continually evaluate and improve software to increase its effectiveness and efficiency.

Being a university professor fosters the development of pedagogical and mentoring skills, combining versatility and success in leadership, management of academic projects, and effective communication, thereby contributing to the growth and success of the educational institution.

Achievements and Professional Experience

CIDESA: Business Consulting and Software Services, Venezuela (1993-2023)

Achieved a 40% growth in the customer base and a sustained annual revenue increase of approximately 30% at Cidesa.

Participated in the acquisition and training of company technical staff (IT, administrative, sales, marketing, management, and other technical roles) as well as for many clients, both in public and private sectors (Cidesa over 100, clients over 500 and University 1000 plus 1000 computer engineers).

Planned and conducted continuous improvement training workshops by area, reducing staff expenses by 70% and eliminating personnel turnover. Notably, these workshops were extended to our clients with impressive results.

Established the User and Expert Advisory Committee to improve customer service, resulting in a 60% increase in customer satisfaction.

Migrated databases for personnel, finance, accounting, logistics, organization, budget data for expenses and income, and bank records for over 100 clients, including both public (governmental, regional, municipal, and others) and private sectors (banking, commerce, manufacturing, and other databases).

Negotiated commercial agreements and strategic alliances with national and international companies (HP, MICROSOFT, ORACLE, IBM, NIXDORF, MARNA, Microsoft, and others), boosting software and hardware solutions and increasing Cidesa's revenues.

Implemented the User and Expert Advisory Committee to enhance customer service, leading to a 60% increase in customer satisfaction.

Drove the development and launch of integrated ERP systems for government: SIGA-SL-central; SIGRE-SL-Regional, SIGLO-SL-Municipal, and RORAIMA-SL(GENESYS) for private entities, participating in the sale and installation of systems. Developed the MISIA methodology, an Integrated Segmented Iteration – Action approach, to group technical-administrative integrated procedures for software installation.

Universidad Centro Occidental Lisandro Alvarado (UCLA), Venezuela (1978-2022)

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Contributed to the improvement of the Department of Informatics and Student Services.

Created the annual INFOCIENCIAS seminar to connect the university with businesses.

Taught classes, seminars, and workshops in databases, information systems, programming, and business organization to equip students with skills in these areas.

Developed and updated teaching materials such as curricula, presentations, readings, and exams.

Designed and implemented evaluations to measure students' learning and progress, including exams, assignments, projects, and class participation.

Conducted IT research projects.

Participated in the development and implementation of the ERP Study Control.

Education

MS in Information Science, WI University, USA, 1984.

BS in Management Information Systems (MIS), University of Arizona, USA, 1983.

BS in System Analysis, UCLA, Venezuela, 1978.

Languages

oNative: Spanish English: CELS Certified, University of Arizona, USA, 08/08/1981-02.

References are available upon request.

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