Customer Service Project

WILLIE L. TERRY JR.

(H) 770-***-**** (C) 770-***-**** *******.*******@*****.***

professional summary

Technical Business Analyst with 3 years experience with a strong technical background in SystemsEngineering. Self-starter with high moral character and good communications skills that is alwayslooking to build teams, improve processes, establish partnerships and produce results.

skills

Team leadership Team builderSelf-motivated Strong verbal communicationCritical/Analytical Thinker Conflict resolutionProblem Solver Diplomacy

work history

Technical Business Analyst Jun 2017 - Mar 2018

Ciber Global

Developed relationships in the organization and the business unit(s) supported and developdomain knowledge of organizational direction, objectives, operations, processes,systems/applications and users.Collaborated with project managers and project sponsors to define project scope and vision andidentify constraints, dependencies, assumptions, risks and issues.Elicited business and user requirements via interviews, workshops, questionnaires, surveys, site visits,workflow storyboards, use cases, scenarios, user stories, process modeling, analysis of existingsystems and documentation, and other methods.Formulated and defined systems scope and objectives based on both user needs and a goodunderstanding of applicable business systems and industry requirements.Developed and utilized standard templates to accurately and concisely write requirementsspecifications.Translated conceptual business and user requirements into functional requirements in a clearmanner that is comprehensible to solution designers and developers and/or the project team.Facilitated and participate in quality peer reviews of requirement artifacts to ensure requirementsare complete, consistent, comprehensible, feasible, and conform to standards.

Systems Analyst/Technical Business Analyst Jan 2015 - Jun 2017

InComm

Coordinated with project managers to meet project deliverables and implementation schedules.

Identified project stakeholders and define user classes, as well as their characteristics. Performedanalysis of the organization/business units(s) to identify opportunities and challenges and make

recommendations for process and system improvements.

Participated fully in the project development process, contributing to the development,enhancement and maintenance of company and vendor systems on various platforms.Worked with a diverse team of IT personnel to perform problem resolution, identify and define systemrequirements, actors, and interactions based on scope of work.Participated in both load testing and regression testing projects for large OS upgrade project.Provided support for Quality Assurance Teams by means of research, analysis, testing,documentation, and training for transaction processing.Application Support responsible for Front End Safing (FES) and Back End Safing (BES) Applicationresponsible for millions of dollars\' worth of transactions daily.

Responsible for identifying defective transactions, researching, documenting and following up onmajor and minor incidents involved with failed transactions using organizations ticketing system.

Escalated incidents that require problem analytics.

Senior Systems Analyst Apr 2013 - Jan 2015

Software Guidance & Assistants

Responsible for co-authoring process and procedures that reduced the timeline for major securityproject by 12 months saving the organization millions of dollars.Served as Team Lead for contractors responsible for training them on those standard operatingProcedures and proper implementation tools to expedite the completion of the project.Honed Project Management skills by conducting weekly meeting with the various stake holders toimplement new security features on company Authorized Control Lists globally.Navigated obstacles and challenges by working stakeholders to modify shift schedules toaccommodate resource constraints, time zone constraints and business operating hourconstraints.Worked with developers to modify, build, test and implement three separate versions ofproprietary tool suites used to complete the project.Co-Authored QA and Testing procedures to improve the quality of work and mitigate risksinvolved with changing Access Control List in a production environment.Responsible for providing weekly metrics to Project Manager and reporting the results of the priorweek\'s changes and impacts to the business.Provided feedback to Project Managers about the performance feedback and retentionrecommendations for contractors.

Senior Systems Administrator Aug 2012 - Apr 2013

MacDill Sevices Flight

Developed knowledge of hardware, software and communications principles and install,configure and operate client server devices.Resolved the day to day administrative and technical system problems for end users.Provided fast response customer service and troubleshooting computer problems for end users.Troubleshot and repaired work for small computers.Maintained knowledge of security practices and security of information system resources.

Responsible for ensuring the availability, integrity, authentication, confidentiality of information.Responsible for protection, detection, and reaction capabilities for restoring information system.Operated and maintained networks and systems that were necessary for transforminginformation.

Systems Administrator Aug 2011 - Aug 2012

AC4S

Worked on Windows Server 2000/2003/2008 builds and deployment.Made modifications to Group Policy and acted as Remedy Administrator.Applied experience with VMWare, DNS changes/modifications.Utilized XenApp/Citrix and Thin Client experience and some NetApp Storage training.Responsible for NTFS and Share Level Permission etc.Provided Group Policy related assistance, assigning permissions in Active Directory experiencemanaging patch installations, testing, rollout, and remediation of patches.Provided workstation or server support via remote access to include troubleshooting, basic setup,and maintenance of the remote system.

Junior Systems Administrator Feb 2008 - Dec 2010

US Air Force Reserve

Manage andconfigured all computers and maintained computer support for over 500 personnel.Worked helpdesk answering phones and troubleshooting computer problems for usersdocumenting issues in ticketing system.Installed, upgraded and maintained, configured and modified configuration of new or updatedsoftware.Performed configuration, management and initial systems diagnostics, troubleshot system errors,formats/partitions hard drives and restored data.Ran system diagnostics and determines cause of hardware and software failures.Applied knowledge of hardware, software and communications principles and install, configureand operate client server devices.

Leader of Marines Dec 1993 - Nov 2004

United States Marine Corps Various Cities, States and Countries

education

Bachelors: Information Technology, Computer Forensics

American InterContinental University

certifications

ITIL V3Comptia A+Comptia Security+Comptia Network+

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