Manager Service

Aleksandr Fisher

*** ****** ****** ● Staten Island NY 10314 ● 917-***-****

**********@*****.***

SUMMARY

Motivated business analyst with 18 years of expert experience in business and systems requirements, user acceptance testing, process improvement and end-user training.

Well qualified self-starter with strong quantitative analytical, logical, organizational and communication skills who is a quick learner and interacts effectively with management and colleagues.

SKILLS

Microsoft Excel and Microsoft Access

VBA, SQL, MS VIZIO

Visual Basic, Microsoft PowerPoint

Microsoft Office Word

IVANTI ITMS, SSRS, ETL

Database design

QA tools

Enterprise technologies

EXPERIENCE

Financial Industry Regulatory Authority (FINRA)

Enterprise Technology Services 6/2015 – 2/2018

Staff System Administrator/Engineer

Responsible for identifying, improving and streamlining processes/technology, including the updating and development of new processes in order to increase accuracy, efficiency and reduce service costs

Managed reporting databases, including preparation of senior level technical reports and dashboards (Incidents, Changes, Cis, Service Requests, Survey trending Reports and Dashboards)

Provided SQL queries for ETL automation in JAMS

Developed processes to upload files for different type of relationships, asset data from templates based on asset classification groups.

Spearheaded and oversaw company data transition from BMC Remedy to IVANTI ITSM.

Managed project building new CMDB for IVANTI ITSM.

Designed interface and workflows for Incident, Change and Service Request in IVANTI ITSM

Managed and maintained employee information in IVANTI ITSM

Created Help Desk (Service Desk) trending reports and dashboards

Designed application availability reports and dashboard to monitor and report applications SLAs and SOX audit

Designed various teams Wiki pages using Confluence (team collaboration software)

Developed, implemented and managed asset CMDB reconciliation processes

Financial Industry Regulatory Authority (FINRA)

FINRA Operations Center – Consultant 7/2014 – 6/2015

Responsible for identifying, improving and providing management support for workflow processes/technology in ITIL areas

Initiated new processes and procedures in order to increase efficiency and reduce costs

Designed automated process for creating an upload file for different type of relationships

Prepared senior level technical reports, including various Excel, Access and "Daily Change Advisory Board (CAB)” reports

Implemented processed for CMDB cleanup

Developed process for identifying duplicates in CMDB

Monitored, investigated and resolved urgent, high and medium priority incidents

Monitored BMC ProactiveNet (BPPM) to identify, analyze and resolve service problems

New York City Department of Information Technology & Telecommunications

Configuration/Asset Manager – Consultant 11/2010 – 6/2014

Developed, implemented and managed asset CMDB reconciliation process using ADDM, Precision

Responsible for providing updates and conducting presentations on progress and metrics to technology senior management on quarterly basis

Responsible for identifying, improving and providing management support for workflow processes/technology in ITIL areas

Initiated new processes and procedures in order to increase efficiency and reduce costs

Prepared senior level technical reports and dashboards

Developed multiple automated processes to increase workflow efficiency (i.e. creating an upload file for different type of relationships, uploading asset data comprised of twenty templates based on asset classification groups, etc.)

Initiated and managed special Remedy projects as needed

Assured each RFC is approved by the required reviewers before implementation

Audited Incident tickets in order to ultimately close tickets via root cause analysis in addition to monitoring, investigating and resolving urgent, high and medium priority incidents

Provided management assistance for clients in assessing IT operational maturity

Developed and implemented several novel databases - to store and manage wireless device information (Enterprise Mobile Technologies Inventory), Critical Applications Availability Database, Tracking Database for 311 Call Center, etc.

Developed process to identify duplicates in CMDB and helped asset owners to validate duplicates and select correct data

Created executive "Outage dashboard" with MTTR (Mean Time to Repair)

Created reports and dashboards using Jaspersoft IReports

Created relationships for Exchange 2010, Exchange 2007 for TBSM (Tivoli Business Service Manager) Dashboard

Developed, maintained and provided support for ETL jobs using the latest version of Talend ETL Tool

Federal Reserve Bank Information Technology – EROC

Configuration Management Librarian 7/2009 – 11/2010

Provided support of the Configuration Management System by performing data accuracy audits

Provided reports and updated CI data, ensuring that data is available to all IT processes across the Federal Reserve System

Consolidated, aligned IT and businesses by tracking all IT assets (hardware, software, people, documentation, etc.)

Produced weekly server inventory reconciliation reports

Redesigned, edited and documented Reconciliation Processes

Created new and updated existing Configuration Items (CI), CI attributes and relationships to other IT components in the BMC CMDB, BMC Remedy ITSM

Created automated Universal Template for requesting new and updating existing CIs Monitoring

Created and implemented Remedy Tickets (change requests) and incidents

Redesigned and edited new version of CMDB Remedy Turnover Report (VBA, Excel, Access)

Upgraded and automated existing Products Report Type (VBA, Excel, Access)

Created various Excel and Access reports (Excel, Access)

Cablevision of NYC Phone Operations C&C Corporate, Bethpage, NY

Long Range Planning Analyst 05/2006 – 01/2009

Projected and analyzed the performance and productivity in all Call Centers

Created, managed and supported databases that tracked customer service Call Centers' statistics, using VBA, SQL and MS Access Reports

Analyzed Call Center Metrics and created reports that were populated into Dashboard

Designed and prepared a financial capitalization database, along with process description manual, which were presented for auditing by a top tier financial firm

Worked closely with the Manager and Director of Business Planning in evaluating and presenting opportunities for improvement in Call Center performance and efficiency

Redesigned and edited reports and databases in order to increase efficiency

Generated Remedy Statistics using raw data from risk tracking software

Created Excel macros which connected Excel reports directly to BMC CMDB and Remedy

Designed reports with various checkpoints which cross-checked data across different reports

RELATED QUALIFICATIONS

Presents with strong interpersonal, organizational and presentation skills including oral and written communication

Fluent in Russian and English

PROFESSIONAL AND DEVELOPMENTAL COURSES

ITIL v3 Foundation Certification Course – Learning Tree International

Business Communications –Learning Tree International

Business Writing – Learning Tree International

Advanced Creating and Developing Applications and Reports in MS Access

Advanced Creating and Developing Applications and Reports in MS Excel

Report, Dashboard Development and Data Analyzing with SQL Server Reporting Services

EDUCATION

School of Modern Programming and Computer Science

Certification in Access/Excel, SQL, VB Programming and VBA

Polytechnic University, Minsk, Belarus

Masters in Electrochemical Engineering and Mathematics; Minor in Business Administration

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