Management Engineer

DANA HORAN

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P AGE

DANA HORAN

**** ********** **, ******, ** 43017

412-***-**** (cell) • ********@*****.***

BUSINESS ANALYST

Skilled, analytical IT professional with solid background in systems development, administration

and project coordination. Strong knowledge of application management, project management

practices and tools, with expertise in data reporting and analysis.

AREAS OF EXPERTISE:

Business Intelligence Enterprise Reporting and High aptitude for application and system self

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Cube Analysis (SSRS) learning

Research Gathering and Data Collection Self Starter and Detail Oriented

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Operational Report Development and Advanced skills with Microsoft Access and

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Configuration Excel

Data Analysis and Business Analytics SQL Programming, Understanding of VB

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Project Management Coordination and Intermediate Business Objects

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Application Management, Development and VMWare IT Business Management Suite

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Configuration (Performance Analysis & Reporting)

P RO F E S S I ON A L E X P E R I E N C E

FISERV 9/2012 – Present

BUSINESS DATA ANALYST LEAD

Responsible for deriving metrics from multiple business units and operating groups within the company. Assist in

defining quality thresholds, and establishing and monitoring the source data’s fitness for use in required metrics

application and program. Profiling, analyzing and validating operational system and assisting to determine the

quality and value of those metrics. Conceptualize, define, and drive quality processes needed to support the

metrics and program. Works closely with multiple teams to define and support business analytic processes.

RESPONSIBILITIES

Produce quality metric reporting processes and guiding the team toward best practices ensuring the definition of

cost effective, scalable, and robust processes to meet the goals of the opportunity.

Work with Corporate, Business Units, Enterprise Technology, and 3rd parties/partners to ensure

compliance with enterprise standards.

Work with Corporate, Business Units, and Enterprise Technology to facilitate the remediation of any

identified compliance issues.

Work with leadership to understand the data and information requirements to develop metrics aligned

with the business need.

Identify and weigh multiple process paths if needed – for short term and long term metrics creation

capabilities and services.

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Assist in identifying the required integration points and inter dependencies across various parts of the

end to end process.

Collaborate with other identified SMEs and process owners, from within Fiserv and/or from vendors &

partners, to insure their inputs as well as accountability of their components in the overall process

definition.

Identify and document process frameworks for future reuse.

Align IT processes with business functions to improve flexibility, improve comprehensibility, traceability,

and visibility.

Provide inputs for continuous improvement of processes.

MODIS (CONTRACTOR FOR NATIONWIDE) 9/2011 – 9/2012

Reporting Business Analyst Consultant

Responsible for requirements gathering and documentation as well as developing, implementing, reporting and

analyzing Service and Operations metrics. Strong analytical skills with attention to detail and the ability to put data

into an analysis and reporting format by identifying trends, synthesize information, and communication.

Key Achievements:

Development of portfolio that supports the ability to respond to ad hoc queries and produce customized

reporting.

Develops measures and methods for identification of workforce trends through the calculation and

analysis of relevant data indicators.

Compiles, analyzes, and reports data to track Key Performance Indicators (KPIs) and Client

Performance Guarantees.

Provides metrics consulting services to internal stakeholders.

Maintains processes for communicating metrics to management and employees.

Acquired and developed needed knowledge for learning client's internal tools to quickly adapt and

extract data for analysis.

Plan, schedule and deliver customized in house training sessions where applicable.

Provides intermediate to advanced knowledge of Excel (e.g. pivot tables, advanced charts/graphs,

conditional formatting, data tables).

Intermediate to advanced knowledge of PowerPoint to create dashboards.

Strong analytical skills with attention to detail and the ability to put data into an analysis and reporting

format by identify trends, synthesize information, and communication.

SIEMENS IT SOLUTIONS AND SERVICES/ATOS 11/2006 – 9/2011

Reporting Transition Consultant

Perform analysis of contract statements of statements of work, business activities, service delivery performance,

service levels (SLA) and other key indicators to support the delivery and interpretation of business information

management as well as coordinate and manage development efforts ensuring quality, timeliness and

effectiveness of solution while driving continuous improvement in the delivery and consumption of business

information reporting.

Key Achievements:

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Manage contractual reporting solutions through account transition setup while providing complete

analysis and validation of data service reporting, process modifications or changes as well as required

system tools training.

Responsible for translating reporting business requirements (service levels) into contractual reporting to

meet set goals and trending.

Plan, develop, and implement cost effective reporting solutions for collecting, compiling, analyzing and

acting on data information, business requirements and processes.

Perform complex analysis of reporting goals, objectives and needs of the business environment and

create complex functional and technical specifications.

Analyzing data for accuracy and completeness; driving data integrity.

Develop recommendations for complex changes to improve reporting requirements and activities.

Develop, plan and initiate budget/plan changes, ad hoc reporting requests and evaluations.

Provide subject matter expertise as a SME (Subject Matter Expert)of reporting field specialization

through successful completion of project assignments and experience.

Create and deliver reporting project management activities such as; defining, scheduling, budget, risk,

change, opportunity and resource management activities.

Develop and assist with technical review of reporting system design and documentation.

Assist in continuous improvement activities.

Identify and resolve complex problems by applying experience problem solving skills.

Develop and provide the data coding and design for technical configuration based upon the

requirements and processes received (ex: SQL Where Clause, Excel Formulas– Database extracts of

information).

Develop Reporting Methodology as part of a streamlining process: Process documentation, Workbook

documentation for overall reporting requirements, Data Analysis and Quality Control, Training

documentation for specific application and account setup requirements, reporting practice project plan

and formal Steady State handoff to the Project Management Office and Service Delivery.

Provide and document all reporting requirements, addressing possible GAPS within the reporting

deliverables whether in or out of scope to provide the means and options for any customization and

work effort as it pertains to best practice reporting applications.

Manage data reconciliation and validation against established processes and ticketing systems for

contractual and operational reporting requirements.

Resolve discrepancies within the data tool sets against configuration and processes.

Manage reporting resources and development flow to produce a streamlined reporting solution.

Provide subject matter expertise from multiple data sources across all service delivery towers as well as

understanding of the assigned developers specific skill sets (ex: Database business

calculators/performance table, standard to complex configuration, Call data, customization and survey

processes).

SIEMENS/SIEMENS BUSINESS SERVICES, Mason, Ohio 3/2005 – 11/2006

Tools Engineer III

Lead and assist teams in design, development, deployment, and maintenance of application configuration and

monitoring tools within network and Data Center Services enterprise technology architecture to meet service

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delivery process requirements. Develop scripts and programs to utilize full functionality of enterprise technologies

and drive automation within SQL backend database, Java, and Perl application platforms.

Create strategies and maintain reports utilizing data collected for service analysis and customer benefit. Serve as

technical liaison among peers in Network and Data Center Services, IT, and Global Delivery teams. Evaluate

market technologies and maintain strong business relationships with vendors to provide product enhancements

based on technical business requirements and enhancement requests.

Key Achievements:

Developed and implemented internal Runbook to streamline on call troubleshooting procedures and

expand group capabilities in addressing critical technology issues.

Manage, support, and continue on going development of Exchange Hosting Billing application collecting

data for more than 12,000 users; currently developing second phase Data Center to add an additional

15,000 users.

Demonstrated success in deploying complex system monitoring and management tool environments.

ALCOA (Corporate Solutions), New Kensington, Pennsylvania 8/2004 – 2/2005

IT Consultant

Maintained, administered, and troubleshot production Systems Management Server (SMS) 2.0 infrastructure

supporting more than 200 site servers and 25,000 clients. Installed and configured SMS sites and component

servers. Established and maintained security protocols and provided reliable and secure data and site backups.

Monitored and tracked SMS events, logs, and status messages to provide thorough analysis of system health and

performance. Created and managed software distribution packages, collections programs, and advertisements for

server related deployments. Maintained complete documentation of all SMS administration activities. Key

Achievements:

Implemented and maintained Microsoft Operations Manager (MOM) 2000 testing environment.

Developed new site creations and subnet link configurations in Active Directory Sites & Services.

KIRKPATRICK AND LOCKHART, LLP, Pittsburgh, Pennsylvania 1/2003 – 8/2004

Systems Analyst II

Tested and troubleshot network systems and installed new software releases, system upgrades, and system

patches. Developed firm wide disaster recovery setup and training plans and led security team in deployment of

disaster recovery sites. Setup and maintained Exchange and Active Directory environments including configuration

of network user profiles, exchange accounts, and secure access. Monitored network and server performance,

reviewed event logs, and provided systems analysis to execute immediate and effective responses to network

outages.

Key Achievements:

Provided full project management, including plan documentation, testing, installation, and configuration,

for upgrade of SMS 2.0 to SMS 2003.

Orchestrated complete implementations of MOM 2000 and MOM 2005 environments.

Maintained firm wide network security utilizing Check Point Firewall on Nokia IP530s.

CSC (Volt Services Group), Monroeville, Pennsylvania 6/2002 – 1/2003

IT Consultant/Network Engineer (for Marconi Services)

Displayed advanced troubleshooting techniques to isolate and diagnose problems in large multinational networks.

Installed all network devices, fiber, and CAT5 cables; configured Cisco routers, switches, and PIX firewalls to

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provide network access and prevent intrusions. Managed network support queue through Remedy, configured

Netopia routers for VPN remote sites, and provided project assistance to senior network engineers. Provided on

call Level II network technical support. Key Achievements:

Utilized CiscoWorks for TACACS configuration and to provide critical network system updates.

Installed and configured Multi Router Traffic Grapher (MRTG) for customer network monitoring and

bandwidth utilization reports.

MARCONI SERVICES, Monroeville, Pennsylvania 12/2000 – 12/2001

Solutions Engineer/Network Engineer

Performed technical design of end-to-end IT solutions and built virtual lab environments to run all solution software, firewalls,

servers, networks, applications, security, and related infrastructure technologies. Coordinated with Client Services Management

and Service Delivery teams to ensure operational readiness of new services met or beat customer timelines. Key Achievements:

Selected to support Marconi’s largest outsourcing of customer European sites; performed on site due

diligence and network monitoring, management, and support in Germany and France.

Developed detailed documentation of the Data Center Management Network utilized by Operations and

NOC personnel for systems monitoring and troubleshooting support.

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Additional experience as QA Analyst with Adelphia Business Solutions and as Sales & Marketing Training

Manager with Norstan Communications (1996 – 2000)

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E D U CAT I O N & C R E DE N T I A LS

Bachelor of Arts degree in Business Administration Specialization in Technical Management and

Business Information Systems.

DeVry University, Columbus, Ohio – April 2013

ITIL Foundation Certified in IT Service Management – December 2012

Associates of Applied Science in Court Reporting – 1995

RASMUSSEN BUSINESS COLLEGE, Minnetonka, Minnesota

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