Manager Process Improvement

Lakeisha Cole

Email: ********@*********.***

Address:

City: Springfield

State: MA

Zip: 01108

Country: USA

Phone: 413-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Skilled Application Analyst committed to integrate analytical and communication skills with technical experience. Provide collaborative, team-oriented development identification of business needs to both structured and developing groups, to create a cohesive, reliable, and high quality solution(s). Proactive demonstration and flexible work ethic in fast-paced environment and/or in business critical instances. Superior probing skills to assess and determine criticality and support root cause analysis. Deep understanding of logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Outstanding ability to identify complex issues, review related information to develop, evaluate options and implement solutions.

Educational Background:

High School Dipolma from BAY PATH COLLEGE, Longmeadow MA 1/2001 to 5/2010 (Business)

Bachelor's Degree (BA,BS) from BAY PATH COLLEGE, Longmeadow MA 1/2001 to 10/2012

Job History / Details:

Career Overview

Skilled Application Analyst committed to integrate analytical and communication skills with technical experience. Provide collaborative, team-oriented development identification of business needs to both structured and developing groups, to create a cohesive, reliable, and high quality solution(s). Proactive demonstration and flexible work ethic in fast-paced environment and/or in business critical instances. Superior probing skills to assess and determine criticality and support root cause analysis. Deep understanding of logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Outstanding ability to identify complex issues, review related information to develop, evaluate options and implement solutions.

Qualifications

Excellent problem-solving abilities

Strong analytical skills

Hands-on and proactive

UNIX environment

Excellent communication skills

ITIL

Comfortable with change

Fostering teamwork

Data privacy applications

Structured query language (SQL) expert

Strong problem solving/troubleshooting skills

EasyVista

Technical Skills

Skills Experience Total Years Last Used

Windows, Unix, VMWare 6 Present

Computer Languages: PL/SQL, SQL 6 present

Oracle9i, 11g, PVCS Version Manager 7.5.1.5 6 Present

Accomplishments

Process Improvement

Collaborated with Operations department to ensure smooth work flow and efficient access to oracle based application.

Streamlined access process for International users

Team Collaboration

Brainstormed with development team to create a set of user and support requirements for software transition from User Access Administration to EasyVista.

Analyzed necessary data to be imported during sunrise of new tool.

Work Experience

January 2007 to Current

ESPN Bristol, Connecticut

Application Support Analyst II

Support highly customized Oracle based business applications.

Independently analyze application issues, diagnoses root cause and accurately communicate resolution within defined timelines.

Create and test database scripts.

Monitor assigned team workload to ensure adequate attention is being given to high priority issues Work closely with Database Administrators and Developers.

Analysis of business processes and procedures to help the user community identify gaps and areas for process improvement.

Work with the user to define and document the "As-Is" and "To-Be" business processes.

Proactive analysis of ongoing compliance with Sarbanes Oxley regulatory practices.

January 2000 to January 2007

The Hartford Insurance Group Hartford, Connecticut

Systems Administrator

Performed key network administration functions, including significant analysis, logging and tracking of complex software and hardware for printer, server, and application connectivity issues to meet business need.

Built, tested and implemented image loads on desktops and laptops.

Researched root cause, analysis and full cycle resolution to requests for technical support received via telephone calls, emails and walk-ups.

Utilization of standard "best practice" tools to record changes, service requests, and problem activities for tracking purposes.

10/1/2012 12:00:00 AM

The Hartford Insurance Group Hartford, Connecticut

Technical Support Consultant

Addressed routine and escalated complex issues that require not only depth of expertise, but a broad knowledge of network components and infrastructure products for National and International internal end users.

Provided appropriate and timely escalation of problems that cannot be resolved at the first level resulting in excellent customer satisfaction.

Full accountability for the upkeep and maintenance of knowledge base.

Distribute Critical Call notifications; update internal news and information lines accordingly.

10/1/2012 12:00:00 AM

The Hartford Insurance Group Hartford, Connecticut

Problem Manager

Full Management of complex automation application problems and tasks through all the phases of the problem management lifecycle.

Liaison between the business customer and the development community.

Participated in the discussions, testing and customer communication related to the implementation of system enhancements.

Education and Training

May 2010 BAY PATH COLLEGE Longmeadow, MA

Associates Business

Cum Laude

Fall 2012 BAY PATH COLLEGE Longmeadow, MA

Bachelors Business Executive Management

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