Customer Service Project

Josephine A. Oluoch

***** ********** *** *** **

Phone: 651-***-****

Cockeysville, MD 21030

Email: *********@*****.***

Analyst/Project Manager

Dedicated and motivated professional with a strong background in Business

Analysis, Logistics, and Strategic Planning. Years of successful

experience consulting on multifaceted projects, streamlining internal

processes, and fostering positive relationships with a wide range of key

business partners. Consistently recognized for outstanding contributions

to the bottom line. Solid reputation for resolving complex issues.

Commended for organization, efficiency, and project management skills.

Areas Of Expertise

Project Coordination Security & Compliance Customer Service

SQL Programming Business Intelligence Risk Management

Strategic Operations Data Collection & Staff Supervision

Resource Allocation Reporting Conflict Resolution

Planning & Logistics Account Coordination Quality Assurance

Financial Analysis Technology Integration Process Improvement

Training & Team Building

Education

Master of Business Administration - University of Dubuque, 2013 (GPA=3.75)

Bachelor of Science - University of Minnesota, 2009 (GPA=3.0)

Business Analysis Certificate- University of Minnesota (In

progress)

Professional Experience

Metropolitan Council, MN 2014-

Present

Business Systems Analyst

2014-Present

Assess existing business processes related to enterprise content

management, including the facilitation of meetings across councils

departments and divisions, and the collection and definition of business

and technical requirements to help meet objectives of the overall

intiative.

> Provided recommendations regarding project priorities, and created

project plans using tools like Microsoft project to develop and track

project benchmarks, resources and objectives.

> Provided direct user support for internal staff (over 3000 employees)

and their utilization of ApplictionXtender system.

> Coordinated with Information systems and external vendors to implement

system upgrades and to monitor hardware and software usage to assure

optional system operations.

> Provided exceptional customer support for Metropolitan council and

ensured issues were addressed in a timely manner.

IBM - Dubuque, IA 2010-

2014

Lead Project Coordinator/Dispatcher (IAM)

2012-2014

Manage multiple cross-functional projects, coordinate logistics with

various global teams, and effectively allocate resources based on specified

requirements. Ensure that all processes are aligned with IBM standards

(ITIL) and all Service Level Agreements (SLAs) are met. Adapt to changing

priorities, adhere to deadlines, and perform a broad range of task and

document management functions for various accounts. Implement strategies

to identify defects and utilized business intelligence processes to

successfully resolve issues. Monitor staff performance, generate

evaluative reports, and coordinate continuous improvement programs.

> Completed 100% of assigned projects in a timely manner without missing

any critical deadlines. Helped to increase efficiency across multiple

accounts and provided process training to team members.

> Collected metrics within the department by using data extracted from

Maximo (IBM's online ticketing tool for work requests), and utilized

analytical processes to identify gaps in the current processes.

Recognized by management as a Subject Matter Expert (SME) for global

continuous process improvement initiatives.

> Developed process documentation for dispatching project tickets and

lean work orders. Helped to avoid rework for various accounts by

ensuring all steps were completed before allocating new tasks (ITIL).

Successfully reduced overtime hours by 10%.

> Analyzed hours claimed for various accounts to ensure that customers

were billed accordingly and employee claim accurately. Effectively

reduced incorrect claiming by 15%.

Security & Compliance Analyst (Identity & Access Management)

2010-2013

Reviewed existing business processes and workflows to determine

operational compliance and efficiencies. Scheduled and performed risk

assessments to identify and mitigate program costs and milestone risks.

Analyzed the company's activities and trends and compared analysis

against service standards and best practices. Responded to audit

requests, presented findings and recommendations to the leadership team,

and assisted in implementation. Successfully communicated with clientele

and executed 100% of periodic compliance activities each quarter on

multiple accounts without ever missing a deadline.

> Contributed to the development of an automation tool that improved

operational processes and effectively reduced the time it takes to

complete a task from 40 hours to only 2 hours.

> Promoted from an entry-level position due to consistent leadership

skills, excellent performance, and compliance with IBM Security and

Global Standards.

Technical Proficiencies

MS Office (Word, Excel, PowerPoint) ? SQL ? MS Project ? Crystal Reports ?

PeopleSoft ? SAP ? Cygwin ? AS400 ? Hyperion ? Mainframe ? RACF ? Maximo ?

ITIL ? Tivoli ? Visio

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