Technical Business Systems Analyst
Resume:
Dear Hiring Manager:
If you seek a new Technical Business Systems Analyst who is more than just technically oriented, but also people oriented, then we have a good reason to meet. As you will find on my attached resume, I possess extensive technical skills and experience. What is more difficult to portray on a brief resume are my people skills.
Several colleagues, supervisors, subordinates, and end users have commended me for my interpersonal skills. I am dedicated to helping others with their technical issues and sharing my knowledge to help them complete their work more efficiently. My job is to serve as a support person, there to keep the system operating smoothly for end users, as well as to provide them training. I also understand that most technical projects are team efforts. Again, I have been recognized for my abilities as a team player as well as a team leader. I have a proven track record in taking projects and running with them, but the successes are a result of the combined efforts of the whole team. Whether it is a matter of motivating others, coordinating tasks, or just doing my part, I can do it.
Client evaluation, product demonstrations, design / development of application solutions, support throughout the implementation cycle, on-site client training in system customization and use, as well as system audits have been among my primary responsibilities. With solid project planning, coordinating, and management skills, I have a successful track record in delivering results within deadline.
In addition, my positions involved troubleshooting, researching and writing / updating technical documentation for applications. I have tested and maintained software applications on a daily basis, working closely with developers and QA groups. An excellent problem solver, I am able to quickly get to the root of an issue and design a solution. In providing technical support, one of my strengths is to treat each customer as an essential account that deserves outstanding service and response.
I would appreciate the opportunity to meet with you to discuss your goals and how I can help you meet them. Kindly contact me at your convenience to schedule a professional interview or for further information on my background and experiences.
Thank you in advance for taking a few moments to review my resume. I am confident that the experience you will find outlined therein will be valuable to your firm. Again, thank you for your consideration. I look forward to meeting you in the near future.
Best Regards,
Jeffrey Zive
Summary
Experienced Technical Business Systems Analyst with demonstrated expertise in analysis, design, development, test and support of complex software systems. Ten plus years’ proven experience in IT environments, providing leadership for troubleshooting and resolutions, technical requirement interpretations, life cycle project management and technical guidance. Strong project management skills and visionary team leader. Proficient in building strategic alliances and providing customer service that exceeds expectations. MBA in Business Operations and BA in Computer Science.
Technical Skills
EqD Octopus (Tracker, Cost, Direct); ProofHQ; Filemaker; I-Cloud; Metro; Skype; Skype for Business; Adobe/Creative Cloud; Visio; Kodak Design2Launch (D2L) v6, Brand Manager v7; Kronos WFC 4.3 – 6.2 (HR/Payroll, Timekeeper); HRIS Professional; SQL; Crystal Reports; Business Objects; Connect; Workforce Integration Manager; Toad; Projector; JIRA; Rally; Scrum / Waterfall / Agile; WebEx; Microsoft Office Suite; Windows; Mac; Salesforce; Help Desk Support; Trouble Shooting; Problem Resolution
Professional Experience
Technical Engineer 2015 - 2019
Equator-Design, Chicago. IL
Coordinated all aspects of the software development process from requirements gathering to version release for a mature MIS/ERP system that covered an end-to-end business process.
Provided technical support including the initial assessment, triage, research and resolution of incidents and requests regarding the use of the Octopus application and/or infrastructure components (Cost, Tracker).
Worked together with internal and external stakeholders to diagnose and troubleshoot application problems and provide fixes or workarounds to resolve. Tested and verified prior to deployment to production environment.
Worked as the liaison with multiple international functional teams to help manage issues, improve performance and ensure the application is meeting user needs.
Created knowledge based documentation, including step-by-step videos. One-on-one and classroom setting training for new and existing users (pre/post upgrades).
Provided L1/2/3 technical support through email, telephone, Skype and help desk tickets. Prioritizing and escalating as necessary to meet or exceed IT department SLA’s.
Provided a secondment as an off-site project and coordinator for a major client of the company
System Administrator Southeastern Grocers 2015 – 2018
Equator-Design, Chicago. IL / Jacksonville, FL
Responsible for the day-to-day support and administration of SEG’s D2L system by supporting user community of over 500 people.
Managed SEG enhancement requests from inception to deployment. Coordinated and wrote appropriate system test plans, QA testing, UAT and implementation plans to enhance system.
Converted and analyzed SEG’s business process by successfully updating business and system requirements into detail system designs, Visio diagrams, technical specifications and training documents.
Assessed, documented and resolved customer issues via phone, email and on-site consultations and report any outstanding issues during Scrum meetings.
Escalated issues as needed and maintained communication with customer and Technical teams by utilizing JIRA to record and track issues.
Maintained a staging site to simulate and reproduce customer problems.
Contributed to technical documentation and produced technical memos for deployed enhancements.
Design2Launch (D2L) Technical Services Consultant 2011 – 2015
Eastman Kodak, Stamford, CT
Supported the development, implementation and presentation of D2L’s Automated Workflow and Digital Asset Management software solution.
Participated in the client engagement process including gathering, analyzing and documenting customer’s business processes, workflows and technical requirements.
Developed software configuration documentation to ensure proper deployment from staging to production environments.
Created technical specifications for new features, functional requirements for QA testing, use cases and wire-frame prototypes for client demos.
Worked with developer staff to design features and ensure systems are operating according to expectations.
Ability to conceptualize and solve business problems quickly in a wide range of business models and environments.
Conducted Administrator and Advanced Administrator training classes in both an on-site and on-line settings.
Managed multiple clients concurrently.
Applications Administrator / Financial Systems Analyst 2004 – 2011
Kronos Incorporated, Chelmsford, MA
Led internal support contact for all Workforce Central Suite issues for over 2500 onsite and remote end-users worldwide.
Led Workforce Central Suite v4.3 to v6.2 implementations and upgrades, including training to HR and Payroll departments and communications to end-users.
Researched, wrote and edited test procedures used for upgrades; Modules include HR/Payroll, Timekeeper, Leave, Attendance, DCM, Connect, WIM, Scheduler and Analytics.
Developed database application to track and generate reports on issues found during upgrade testing.
Utilize technical skills / problem-solving abilities to access user needs, develop solutions and track progress.
Ensured 100% system availability with timely problem resolution, network problem troubleshooting and implementation of emergency procedures.
Reduced by 75% errors in Time-Off-Request by automating the request and canceling process.
Configured, implemented and supported a new expense reimbursement application which eliminated expenses being reimbursed without receipts.
Received management and peer-to-peer awards for maintaining outstanding client relations.
Education
Master of Business Administration in Business Operations
Northeastern University, Boston, MA
Bachelor of Arts in Computer Science
Boston University, Boston, MA
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