Project Manager Technical Support
Resume:
Lori Cantrell
Email: abp2dw@r.postjobfree.com
Address: ** ******* **.
City: Monroe
State: OH
Zip: 45050
Country: USA
Phone: 513-***-****
Skill Level: Experienced
Salary Range: $90,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
LORI L. CANTRELL
abp2dw@r.postjobfree.com
OBJECTIVE: To obtain a position that can benefit from my outstanding business analytical skills for the goal oriented company. I wish to utilize my 4 years of experience as a business analyst for the overall success of the company
SUMMARY: Business analyst with successful experience in eliciting, analyzing, and documenting the requirements for business processes, policies, and information systems. Worked as a liaison among business stakeholders to understand business problems and opportunities in the context of requirements and recommend solutions that enable the organization to achieve its goals.
SKILLS: Agile and Waterfall methodology, task analysis (including use cases), decision analysis, designing metrics and KPIs, technical writing, business case development, role analysis, group facilitation, process mapping, logical data modeling, and system UI design
Technical Experience: BluePrint, Salesforce, Siebel, Customer1, SharePoint, Oracle, Subversion, Crystal Reports, Meridian MAX, Service Center, Service Desk, Report Center, TCP/IP, Active Directory, Mainframe, PeopleSoft, PrintStream, UUNet, RAS, Windows95/98/2000/XP/Vista, Windows NT, MS Access, FoxPro 2.0, Lotus Notes, Tivoli, DameWare, MS Excel, MS Power Point, MS Project Central, SQL, HTML
PROFESSIONAL EXPERIENCE:
LexisNexis February - Present
Business/Systems Analyst
* Analyze business and product requirements of internal clients and provide detailed functional requirements.
* Provide support and knowledge in the analysis, design, building and implementation of systems solutions which align with business requirements and IT standards.
* Contributor to the complete solution development lifecycle through the use of Data Modelling, Use Case production to support testing, and also work with business units to prototype solutions in order to verify business / customer requirements and 'translate' these requirements back to the development / delivery teams.
* Provide analysis and reporting on requirements to ensure all areas of a project will be completed.
* Provide training on the requirements tool for Project Managers and other Business Analysts.
The Standard Register Company June 2007 - February 2012
Business/Systems Analyst
* Analyze business needs of internal clients, external clients and stakeholders to help identify business needs and propose solutions.
* Responsible for architecture, design, testing and implementation of multiple applications including transitioning Siebel to Salesforce.
* Manage the work of others and key contributor in leading projects across functional teams including Product Management, Software Development, Implementation, Testing, and Support.
* Lead the Systems Development Life Cycle from inception through delivery, including thorough documentation of Opportunity Assessments, Business Requirements, Functional Requirements, Use Cases, and Integration Specs.
* Perform in depth analysis for project current state business processes through future state design and concept. Align with key leadership and stakeholders to ensure solution/design meets business need and expectations.
Hewlett Packard in support of Standard Register September 1999 - June 2007
Change Manager
May 2004 - June 2007
* Develop and maintain change management operational processes and procedures which ensure continuous process improvement in the IT services.
* Ensure management is sufficiently informed as to volume and impact of changes through effective management reports.
* Work with both customer and internal HP organizations to ensure governance and ITIL change processes are being followed and all changes are documented.
* Work to improve the overall effectiveness and accuracy of the change process in an effort to drive down costs and improve effectiveness.
* Assess the risk, prioritization, authorization, coordination and scheduling of changes by conferring with relevant technical experts/change analysts.
* Ensure all requests for changes are closed successfully upon completion of change within the environment. Ensure an appropriate change review is performed after changes are made to the environment.
* Conduct initial review of request for change documentation; facilitate proper prioritization, approvals, compliance with standards, and completeness.
* Monitor compliance to existing change management process; ensure correct approval process is followed for both regular and emergency changes; follows up non-compliant changes made outside the change management process.
Manager of Technical Support
June 2003 - May 2004
* Managing a staff of seventeen employees within the Tier I and Tier II group along with two employees within the application group ServiceCenter, a ticket tracking tool.
* Coordinate schedules to ensure proper staffing for phone coverage and to ensure ticket queue coverage. Responsible for performance and statistics reviews each month for employees and provide feedback.
* Identify training needs and resources required to for employee to do their jobs effectively, and provide support as needed.
* Responsible for yearly performance reviews.
* Organize and assign work as needed to meet the performance standards of the department.
* Responsible for dealing with Human Resource issues and employee problem resolutions as they arise.
* Interview and select new employees.
* Make effective use of customer feedback, drawing on suggestions using customer feedback to make continuous improvements in service levels.
* Remain available throughout day/night seven days a week to resolve and/or escalate issues.
Lead Technical Support Representative, Level II
April 2002 - June 2003
* Added responsibilities of running monthly group and individual performance reports and identify trends and problem areas along with an action plan and follow through.
* Trained and programmed a new ticketing system, Service Center for the IT group.
Sr. Technical Support Representative, Level II
April 2000 - April 2002
* Evaluated, researched, tested and resolved system and application incidents sent from Level III and I.
* Mentored 14 associates through training sessions, direction and ticket evaluations.
* Gathered team statistics through Crystal Reports monthly and converted to Microsoft Excel for reporting.
* Created diagnostics for Level I and Level III support, created Technical Services Newsletters and FAQ`s that were distributed throughout the company, and Member of the Technical Services Motivation Team.
Technical Support Representative, Level I
September 1999 - April 2000
* Researched and resolved system and application problems related to PC, Mainframe and proprietary applications through telephonic support.
* Thoroughly documented incident description and resolution.
* Escalated incidents to Level II and provided regular status updates to the customer.
* Solved over 90% of incidents at first level and exceeded target expectation by 15% each month.
* Provided training on a daily basis to Customer Support Representatives on order fulfillment.
* Maintained accuracy of solutions database by creating or revising over 100 solutions.
Key Bank March 1997 - September 1999
Project Manager
* Improving the cost, timeliness and effectiveness of all aspects of the Call Center operations.
* This Call Center, named AnswerBank, supports the procedural and technical functions of more than 2,500 branches nationwide.
* As a representative of AnswerBank, have been actively involved in projects such as equipment conversions, software upgrades, new hardware, banking product changes, policy and procedure changes and new/updated information distributed to the banking centers through manuals.
* Forecast call volume due to project changes, recommend and request necessary changes to reduce call volume, create diagnostics, and apply 6 Sigma to project roles.
* Ensure proper materials and training is distributed before implementation.
* Utilize Crystal Reporting to identify and review problem areas, and conduct Cause and Effect sessions with supervisors to correct these problems.
EDUCATION/TRAINING:
Salesforce
ITIL
Six Sigma
ServiceCenter Tailoring
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