Management Manager

SOFTWARE and SYSTEMS: advanced MS Office (including Word, Excel,

PowerPoint, and Outlook); advanced Windows (95, 98, 2000, 2003, 2007, and

XP); advanced Lotus Notes development; advanced Peregrine ServiceCenter;

intermediate MS Access; intermediate VBA; intermediate Crystal Reporting;

intermediate Visio; intermediate Remedy; intermediate MS SharePoint;

beginning MS SharePoint Designer; beginning Salesforce; beginning Yardi

SKILLS: Business Analysis; Process Development and Improvement;

Requirement Gathering; Gap Analysis; Technical Writing; Quality

Assurance; Problem and Incident Management; Change Management; Report

Design/Development; Report Analysis; Training; Database Development;

Functional and User Acceptance (manual) Testing; Project Management

INDUSTRY/ENVIRONMENT EXPERIENCE: Management Consulting; IT (Information

Technology); Public Housing; Telecommunications; Energy;

Restaurant/Hotel/Hospitality; Retail; Call Center; Data Center

Operations; Insurance; Automotive; Jewelry; Classroom Training

WORK EXPERIENCE

07/05 - Present Various Companies (see below), Chicago and surrounding

suburbs, IL

Business Analyst - Project Consultant

Brightstar Corp, Libertyville, IL 04/10 - 06/10

. Developed and documented Business Requirements Documents for

multiple projects within Brightstar.

. Developed and standardized Business Requirements Document

(BRD) template and supporting documentation elements

including process flows, cost/benefit tables, and

instructions for use.

U.S. Cellular, Bensenville, IL 07/09 - 01/10

. Developed a SharePoint 2007 library and supporting, custom-

designed workflow. The workflow, created in SharePoint

Designer, covered document creation, review, and approval by

multiple authors and approvers in one, streamlined process

flow.

. Wrote and edited operational documentation for U.S.

Cellular's Bensenville, IL and Knoxville, TN data centers.

Jbytes, LLC (for Trustmark Insurance), Lake Forest, IL 09/08 -

12/08

. Gathered and documented functional and technical

requirements relating to new insurance enrollment system.

. Performed functional testing on new enrollment system and

documented and tracked results.

Integrys Energy Services, Chicago, IL 10/07 - 03/08

. Acted as subject matter expert for Sales and Sales Support

staff on Sales applications and processes. The applications

included OnContact, Genesis and Quanti.

. Wrote detailed user guides for Sales and Sales Support

teams. The documentation, developed in MS Word included a

User Guide, a Quick Reference Guide and Tip of the Days sent

to approximately 50 users daily.

Navistar International Truck and Engine, Warrenville, IL

06/07 - 09/07

. Designed, developed and tested an Access 2003 database to

document and track corporate audit results. The database

included custom developed tables, queries, forms, reports,

macros and VBA coding. The database also interfaced

directly and indirectly with MS Word and Outlook.

. Wrote detailed user and administrative guides for the Access

database. The documentation, developed in MS Word and

Visio, totaled over 300 pages and included a User Guide, a

three-part Administration Guide, a Process Guide and a Quick

Reference document.

Chicago Housing Authority, Chicago, IL 10/06 - 01/07

. Automated multiple Excel reports via custom-written, VBA

macros. This automation reduced report production time from

an average of 40 hours down to 2 hours and increased report

accuracy and consistency.

. Helped define and document functional requirements for other

key reports.

McDonalds Corporation, Oakbrook, IL 06/06 - 10/06

. Developed and performed manual Integration and User

Acceptance Testing on point-of-sale systems.

. Wrote and maintained upgrade Release Notes.

CHAC, Inc., Chicago, IL 01/06 - 05/06

. Redefined reporting requirements for over 100 reports

working in conjunction with the Business Owners.

. Worked with the Crystal/Oracle developers to ensure defined

requirements were met on time.

. Developed and maintained Access database to monitor status

on reports.

12/02 - 07/05 FIDELITY INFORMATION SERVICES, Chicago, IL

Sr. Business Analyst

Process Developer / Problem Manager / Change Manager

. Process Development

. Participated in the development and modification of

Problem and Change Management processes and procedures

during the Brigadoon Outsourcing project. This project

outsourced the management of some 2,000 Accenture servers,

and 74 related support personnel, from Accenture to

Fidelity Information Services.

. Participated in the design of system solutions to meet

business and system requirements.

. Provided training to new and existing users on problem and

change management processes and tool usage.

. Provided ongoing product support to end-users and

management in the problem and change management tool,

Peregrine ServiceCenter.

. Metric Reporting

. Worked directly with Senior Management and Support

Management to develop metric reports used for staffing

requirements, statistical analysis and capital

expenditures. Reports were Crystal- and Excel- based

including charts, graphs and pivot tables.

. Developed and analyzed metric reports in order to identify

trends, weaknesses and potential areas of improvement for

all Data Center Operations. Based on analysis results,

provided recommendations to management on ways to change

processes and procedures to improve end results.

. Acted as liaison for all Crystal Reporting development for

the Chicago Data Center and satellite locations.

. Documentation / Technical Writing

. Created and maintained support documentation for problem

and change management processes and tool usage.

Documentation included Visio flowcharts, Word and Excel

tables, screenshots, and Adobe images.

. Developed and maintained training material for end-users

and for other trainers (i.e. Train the Trainer

documentation).

. Problem Management

. Facilitation of daily Production Review Meetings, which

included review of significant problems/incidents and

their follow-up action items, and recently completed

changes.

. Coordinated and developed Root Cause Analyses for

management, as needed.

. Identified problem trends and followed-up on them as

needed.

. Change Management

. Acted as Second-chair Production Change Manager

responsible for the approval and monitoring of system

changes affecting client server applications within the

Chicago Technology Center.

. Reviewed submitted changes to ensure they had been

properly assessed for risk and impact and that proper and

sufficient lead-times were adhered to.

. Facilitation of bi-weekly Change Management meetings.

. Project Management, Functional and User Acceptance Testing

. Project Manager for the Chicago Data Center during

functional and user acceptance testing of the problem and

change management tool upgrade and rollout. Served as the

liaison for all Chicago testing including the

identification of testers, areas to test and result

consolidation and review.

. Was solely responsible for negative testing of the tool

and data extrapolation to ensure a stable and fully

functional tool.

. Worked closely with the Deployment Testing Manager to

identify weak points of the tool, data, training, and

support documentation.

02/01 - 12/02 ACCENTURE, Northbrook, IL

Business Analyst

Process Specialist / Technical Writer / Database Developer

. Project Management

. Supervised team of 5 contractors, over the 4 month

project, in the migration of 2000+ documents from one

database to another.

. Determined parameters of migration, timeline, budget and

identified and tracked milestones.

. Was solely responsible for ensuring that all documentation

was migrated thoroughly and accurately.

. Process Improvement and Documentation

. Performed analysis and development of process guidelines

and expectations as relates to data center operations and

data center problem management.

. On-going maintenance and quality assurance of production

process and procedure documentation and support standards

in MS Word and Visio.

. Provided on-going training of team members on systems and

responsibilities.

. Database Development and Metric Reporting

. Designed, developed and maintained Lotus Notes databases

including mail-in databases, change request tracking

databases, project tracking, calendaring, and full

application development databases.

. Designed, developed and maintained MS Access databases

used to track and display server data and issue escalation

information. Information also used to produce server data

reports in Excel.

. Creation of metrics reports, utilizing Excel and Remedy,

and analysis of those reports for the Data Center

Operations group.

12/99 - 02/01 ACCENTURE, Northbrook, IL

(contract through RHI Consulting)

Business Analyst

. Technical Writing and Process Development

. Creation of production process and procedure documentation

including architectural schemas, technical detail

information and step-by-step processes including issue

resolution.

. On-going maintenance of production process and procedure

documentation and support standards.

. Oversaw and conducted user acceptance testing of

production procedures.

. Procedural simplification and streamlining to make more

cost-effective and to maximize thoroughness and accuracy.

10/98 - 06/99 MOTORS INSURANCE CORPORATION (division of GMAC), Itasca,

IL

(contract through Millennium Staffing)

Business Analyst

. Program Development and Deployment

. Created a program for the creation of flexible-use form

letters using an Excel front-end and Visual Basic back-

end. This program included over 200 custom macros and

supporting functional formulas.

. Worked with all levels of management to determine

requirements, cost limitations and time-lines relating the

program development, deployment and training.

. Created the Technical Manual for the program which

included copies of all included macros and formulas

intrinsic to the program.

. Tested, trained and oversaw deployment of the program to

entire call center.

. Metric Reporting and Database Development

. Engaged in gap analysis and requirement gathering to

create call-center statistical reports for upper

management using MS Access and Excel.

. Developed an MS Access database for tracking all call

center employee statistics. These figures were used to

determine staffing requirements and areas for process

improvement.

EDUCATION

06/88 - 10/89 Oakton Community College, Des Plaines, IL

Course of Study: Business

08/85 - 05/87 Northern Illinois University, DeKalb, IL

Course of Study: Business

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