Business Process Analyst

Karen E. Jackson

+1-214-***-**** Lake Dallas, Texas 75065

***************@*****.*** www.linkedin.com/in/karenjackson920

IT PROFESSIONAL

Proven IT Business Analyst and Process Professional with strong organizational and leadership abilities. Able to have a high-level view and understanding of an organization and its processes along with the ability to dive deep into collecting, manipulating and analyzing data to reveal trends, raise issues and identify opportunities for improvement. Develop and implement IT solutions globally to the Business Units and to IT improving quality, productivity, efficiency and performance while lowering costs and risks.

Specialties: Business Analysis, Process Management, Process Improvement, Document Management, Content Management, Software Development Life Cycle (SDLC), Product Life Cycle Management, Requirements Management, Resource Management, Project Management, Portfolio Management, Stakeholder Management, Data Analysis, Roadmap Development, Communications and Training

Professional Development: ITIL® Service Management Foundation v 2.0 and v 3.0 (2011) courses, IIBA® Master Certification in Business Analysis, PMP®/CAPM® Certification Preparation course, Requirements Modeling, Business Process Modeling, Business Process Management, Business Process Improvement, CMMI for Development v. 1.2, Nokia Continuous Process Improvement (CPI) 7

Tools: BMC Remedy, ITSM SDP (IT Service Management - Service Delivery Platform) tool, Microsoft SharePoint, Microsoft Office Suite, Microsoft Visio, Adobe Acrobat, ePDM (enterprise Product Data Management), Accept 360, ARP (Artemis Resource Planner), SCPR (Solution Cost Planning and Reporting), EMC Documentum and DocLib, Lotus Notes, QPR and Qlikview

EXPERIENCE

OKI Data Americas, Irving, Texas (contract position) Nov 2017 – present

Business Process Analyst

Perform Business Analysis and Process Analysis activities for the Professional Services and Solutions group in the creation of new processes and tools for Pre-Sales, Contract Management, Asset Management, Consumables Management (Managed Print Services (MPS)), Billing / Invoicing and Implementation

Streamlined the Pre-Sales Meet-Competition process and tools

VERIZON, DFW Airport, Texas (contract position) Sept 2015 – Sept 2016

Verizon Enterprise Solutions (VES) - Operational Support Services (OSS)

Business Process Engineer and Business Analyst for the Infrastructure Team that supports VES’s global network of data centers and portfolio of secure cloud-based solutions

Developed an Asset Inventory and Control process for the Configuration Items (CIs) as a remediation effort to the findings of a Verizon Internal Audit stating un-met requirements for the PCI-DSS control

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Defined and documented the lifecycle of a Configuration Item including the implementation and decommissioning processes

Elicited requirements, defined functional specifications and drove modifications to the ITSM Service Delivery Platform (SDP) tool’s Configuration Management Data Base (CMDB) and other modules by participating in daily scrum meetings for implementing new data and asset governance models

Ensured new policies and processes were in compliance with IT Controls of PCI DSS (Payment Card Industry Data Security Standards), Fed RAMP (Federal Risk and Authorization Management Program) and FISMA (Federal Information Security Management Act of 2002) by continuously collaborating with Subject Matter Experts from Corporate, Security and Legal areas

Created new and revised existing processes to ensure compliance: Firewall ACL Review, Firewall ACL Recertification, Firewall ACL Request, Firewall Configuration Baseline and OSS Server Request Processes

Shortened the length of time to decommission a CI by engaging the Process Owner of the global Service Termination and Reclamation (STAR) process in reviewing and analyzing the monthly metrics of the process in collaboration with the Six Sigma project team and modifying the process

Established a global governance model for the STAR process resulting in better elicitation and feedback of requirements through new communication channels

REMINGTON HOTELS, Dallas, Texas (contract position) Jun 2015 – August 2015

Technical Document Writer

Documented the Kick-off for Oracle Cloud ERP and HCM Implementation with Oracle Architects, Portfolio Managers, Project Managers, Sales Personnel, Consultants and Stakeholders. Participated in working sessions with Functional and Technical consultants creating project artifacts and documentation.

NOKIA INC, Irving, Texas (Mar 1999 – Mar 2012)

Nokia IT - Enterprise Architecture and Platform Management Jul 2009 – Mar 2012

IT Operational Development Manager / Process Owner / Process Analyst / Resource Manager

Collected and aggregated data from 40 Product and Platform Managers to report business benefits earned in the monthly Portfolio Reports in the form of Dashboards with KPIs

Measured, analyzed, reported and proposed initiatives to improve quality, productivity, efficiency and performance in regards to portfolio mix, value and health; financial management; demand and capacity

Optimized the utilization of Enterprise Architectural resources and increased the in-house development of Nokia IT’s core competencies by developing and implementing a Resource Management process and tool

Implemented a new re-engineered Nokia IT level Requirements Management process with the Accept360 tool improving requirements analysis, purification and traceability

Developed and implemented the IT Product and IT Platform Roadmap template, framework, repository and governance model standardizing and bringing visibility to all Nokia IT Roadmaps

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Nokia IT - Common Platforms Organization Jan 2005 – Jul 2009

Process Owner / Business Analyst / Communications

Developed the Platform Creation Process and the Master Release Plan

Increased visibility and raised awareness to the IT Products, IT Platforms and projects by designing their Intranet web presence along with content requirements and governance model, monthly newsletter, feedback channel, survey tool and blogs with senior management

Nokia IT - Management Solutions Unit Jul 2003 – Jan 2005

Project Manager / Process Owner / Business Analyst

As a Project Manager for the global Requirements Management program, created and deployed Nokia’s first IT Requirements Management process and tool to the IT Product Managers and their teams

Nokia IT - Business Communications Applications Oct 2000 – Jul 2003

Customer Interface Manager / Business Analyst / Project Manager

Elicited business requirements by interviewing stakeholders, analyzed their needs and issues, identified existing processes and systems and proposed new solutions

Translated business requirements for the Developers, managed their iterative development projects, costs and schedule ensuring project deliverables were met

Set stakeholder’s expectation for development time, testing, training, support model and costs

Nokia IT –Lotus Notes Support Team Aug 1998 – Oct 2000

Lotus Notes Administrator / Trainer

Provided Lotus Notes Administration, trained Support Analysts, rolled-out all new Lotus Notes applications, developed all courseware and instructed classes on Nokia's Lotus Notes Website Builder’s Toolbox and Team Room applications

LINCOLN PROPERTY COMPANY, Dallas, Texas Mar 1997 – Jan 1998

Systems Analyst

ANDERSEN CONSULTING, Dallas, Texas Jun 1996 – Feb 1997

Help Desk Analyst, (through Robert Half International Consulting)

ABBOTT LABORATORIES, Irving, Texas Jun 1994 – Jul 1996

Help Desk Lead, (through CompuCom and FOCIS)

EDUCATION

University of Houston, Houston Texas

Bachelor of Business Administration (BBA) in Management Information Systems (MIS)

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