Amy Ibach

**** * ********* ***

Gilbert, AZ *****

480-***-****

abjfrz@r.postjobfree.com

Skills Profile

. Solid background in business analysis and in a variety

of reporting environments.

. Diverse career background with over 13 years of Hewlett-

Packard experience.

. Always going above and beyond to meet the customer's

expectations.

Professional Experience

October 2007-Present Spherion Corporation

(Contracted for Hewlett-Packard)

Business Support Specialist

. Provide consistent, quality-oriented, technical

responses to engineer and operations inquiries in

support of HP Software support operations.

. Report development for Hewlett-Packard Software's

organization (call center reports, ad-hoc reports,

internal and external customer reports, specialized

management reports).

*Direct Connect Reports (IVR)

*Trust Case Reports

*Customized High Profile Customer Reports

*GCRO (Global Critical Response Organization) CSI

Metrics, CRM Trending Reports)

* GCRO Escalation Surveys and GCRO Escalation Reports

*HPSW Partner Reports

. Troubleshoot problems in an organized efficient manner,

answer technical inquiries and reduce rework.

. Complete PSS (Product Structure Service) Requests from

Product Support Managers to keep the products updated on

Sparks and SSO.

. Perform research and testing as needed, verify and

document issues, and provide feedback to engineers and

management.

. Create documents for worldwide support engineers and

management.

. Collect call data and report out findings at regular

intervals.

. Research products, services, procedures or operational

issues and determine action.

. Coordinate business metrics for software support

delivery and customer survey data.

. Serves as the focal point for systematically gathered

customer data for analysis.

. Collect and analyze data regarding customer inquiries,

quality issues, programs and related processes.

. Communicate findings and/or formulate reports used for

process improvements, trend monitoring, identifying

quality issues or new process improvement needs.

. Provides feedback and/or presentations to support

delivery and delivery operations management.

March 2004-February 2006 Hewlett-Packard

Gilbert, AZ

Business Information Manager Level IV

. Project Management

. TCE (Total Customer Experience) BIM (Business

Information Manager)

. Business and WW Liaison

. Provide consulting and maintain in depth knowledge of

the business, IM tools and business processes.

. Represent and implement WW solutions and plans to

regional business teams.

. Complex reporting lead.

. Provide business consulting as needed.

. Identify regional business needs and priorities.

. Provide guidance to Power User community.

. Understand WW solutions currently available or under

development.

. Represent WW solution and plans to regional business

team.

. Represent regional business needs and priorities to WW

organization.

. Collect business requirements and provide to appropriate

development team.

. Provide IM training to business partners.

. Maintain strong linkage with technical leads aligned

with assigned business.

. Maintain and communicate plan of record.

. Audited for ISO 9000 certification.

February 2002-March 2004 Hewlett-Packard

Roseville, CA

Business Process Analyst HP Services

. Provide strategic/tactical development of tools, processes

and support of Brio and other reporting tools to improve

productivity, agreement accuracy and consistency.

. Focal point for user groups, including Brio Adhoc users and

Web Focal Points.

. Develop and maintain reports using appropriate data bases.

. Lead continual process improvements for Brio reporting.

. Lead, facilitate and participate in assigned

department/cross-functional projects.

. Work with management and internal teams to evaluate

procedural and systematic solutions which most effectively

meet the customer needs while maintaining business

standards.

. Focal point for Westar and SCA databases.

December 2002-February 2002 Hewlett-

Packard Roseville, CA

Business Process Analyst WW Credit Organization

. Provides overall leadership in the strategic/tactical

development of tools, processes, and support of Brio and

other reporting tools.

. Develop strategies and processes for Brio reports to

improve accuracy and consistency.

. Create and introduce new concepts, tools, and reports.

. Work with management and internal teams to evaluate

procedural and systematic solutions, which most

effectively meet the customer's needs.

. Develop a communication strategy to effectively

integrate strategies, processes, and tools.

. Lead continual process improvements for Brio reporting.

January 2000-January 2002 Hewlett-Packard

Roseville, CA

Collections Business Process Analyst for HPS/CSSO

. Responsible for the development and maintenance of the

Collection Desktop. Manual, which covers

the processes and procedures for all collection

activity.

. Responsible for training new and existing collectors,

which includes other teams within the Finance and Admin

department.

. Responsible for all system and application

accesses/passwords.

. Responsible for running Brio reports for the collectors

and for management.

. Responsible for the Collector's account loading and

managing the Collector Codes.

. Responsible for working on projects relating to

Collections.

. Responsible for overall process improvement for the

Collections team.

. Reports BFT's monthly to the management staff.

. Assisted manager in interviewing candidates for

positions.

. Assisted manager in escalations.

December 1999-January 2000 Hewlett-Packard

Roseville, CA

Contract Support Specialist for CHSD

. Support Sales Force 88.

. Accuracy of Support Agreements.

. Documentation of all activity in Wisard.

. Account management.

. Knowledge of complicated applications (ex. IBS/SPORTS).

. Understanding different support levels and cycles.

. Strong customer interaction as well as with the Sales

Support Specialists.

October 1999-December 1999 Hewlett-Packard

Roseville, CA

On-Site PL7M Entitlement Specialist for PSD

. Verified warranty and contracts for customers who placed

on-site service calls.

. Quoted time and material charges to customers.

. Validated credit and billing information.

. Managed the four-hour response service calls.

. Strong customer interaction as well as internal contacts

within HP.

. Managed customer escalations.

December 1998-October 1999 Hewlett-Packard

Roseville, CA

On-Site PL7M Collections Specialist for PSD

. Planned and executed a program for systematic follow-up and

collections of accounts receivable base.

. Timely escalation of outstanding receivables to internal

and external contacts to resolve issues.

. Identified collection issues and initiates action, which

results in resolution.

. Negotiated invoice issues and payment plans with

customers.

. Follow-up with customers that is consistent and timely.

. Accurately researched and reconciled customer accounts

by compiling information appropriate databases.

December 1997-December 1998 Hewlett-Packard

Roseville, CA

Order Fulfillment Representative for PSD

. Responsible for POP/Courier/SOP/Remote Resolve billings.

. Accurate closure of CSO's.

. Maintained control of accounts.

. Constant contact with internal and external customers.

. Resolved customer's phone calls by identifying their

issues and to make wise business

decisions.

. Reported monthly BFT's to management.

November 1996-December 1997 Hewlett-Packard

Roseville, CA

Admin Support (Human Resources-Personnel) for the USESC.

. Focal point for the work group for the COLRS incentive

employees.

. Process subpoenas for HP employees.

. Process data entry for interim and retroactive salaries

and request for hard copy wage sheets.

. Heavy phone contact with employees, managers,

administrative assistants, and Corporate partners.

Please contact Amy Ibach for earlier employment history

prior to 1996.

Education

March 2002 University of San Francisco

B.S. in Organizational Behavior Human Resources

1999 Sierra College

A.A. degree

1993. De Anza College

General Education

1990. Gunderson High School

Graduated

Awards Hewlett-Packard Star Award (2002)

The Star Award Recognizes key individuals who have made

significant contributions to the organization, which far

exceeds normal job expectations.

Contact this candidate