Business IT Analyst

Khuong Nguyen

**** ******** ***** *********, ** 703-***-**** ********@*****.***

U.S. Citizen Qualify for Clearance

Education

George Mason University, Bachelor of Science Fairfax, VA

Applied Information Technology, Information Securities and Assurance December 2013

Technology Expertise

Systems: Windows XP, 7 diagnostics, construction, and repair/maintenance

Databases: Relational Databases

Software: Microsoft Office

Professional Experience

Fannie Mae

Business Analyst (Since December 2014)

Gained an in depth understanding of output requirements, current constraints, budget limitation to assess the “as is” state of the business

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environment

Determined mission expectations, projected performance goals, applicable compliance requirements, workload factors, and other desired

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“to be” outcomes for incorporation into the staff competencies analysis

Conducted project meetings with project team regularly to review project deliverables and deadlines and appropriate personnel for periodic

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reviews of prototypes and final products

Provided newly implemented system references for users by writing and maintaining accurate job aids, and writes detailed universally

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understood procedures for permanent records and for use in training users

Collaborated with functional unit management and personnel to identify, define and document business needs and objectives, current

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operational procedures, problems, input and output requirements, and levels of systems access

Prepared technical reports by collecting, analyzing, summarizing information and trends, tracking and fully documenting changes for

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functional and business specifications

Interpreted and formulated case management systems and functional technical literature and translates in terms understandable to the

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end users

Consolidated information from multiple data sources into cohesive and understandable correspondence or other written forms to assist in

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management decision making

Facilitated the development of an overall change management strategy for the business while maintaining user confidence and protects

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operations by keeping information confidential

Maintained accurate system files and business documentations within the team’s SharePoint site

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USPTO United States Patent and Trademark Office (Evolvers Inc. Contractor) Alexandria, VA

Senior Field Engineer (October 2012 to December 2014)

Examine technical components and functionalities of computer systems and peripherals including communicating with vendor (HP, Dell,

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etc.) support to effectively identify and resolve technical problems with desktop computing equipment and software

Develop and maintain MS Excel and MS Access database for work tickets, computer systems/peripherals and description of completed

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works, which is being used to generate critical project’s progress reports

Collaborate between a deep understanding of existing system and researching for additional methods on troubleshooting and repairing

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new hardware/technology to improve workflow efficiency

Design and create user reference manual with step by step analysis and assessment for core system operation and maintenance in an

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effort to improve processes, motivate and educate employees, and enhance information systems

Deploy an employee development training program to facilitate knowledge sharing and to translate organization’s mission, vision, and

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strategy into performance expectations

Maintain current and an accurate inventory of computer systems hardware, software and resources by conducting quarterly inventory

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analysis using Dolphin inventory Management System in compliance with the USPTO

Ensure information security and confidentiality by performing data destruction of government hard drives through degaussing

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Proper documentation and tracking of every hardware and equipment used by the USPTO in and out of the facility to prevent loss of the

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client’s assets

Ensure allocated tasks and procedures are carried out effectively and efficiently to current mandatory standards and agreed levels of

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service in a timely manner

Provide verbal and written technical reports to specialists on aspects of system status, functionality, incidents and availability and where

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needed provides non technical reports, both written and verbal to users and managers

I.T. Solutions Inc. Alexandria, VA

Tech Analyst (2010 to 2012)

Performed daily data maintenance and weekly inventory of tech and supplies, timely documentation, escalation (if needed), resolution and

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closure of submitted work tickets

Maintained a high level of customer service satisfaction for requested services by adhering to service management principles when

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helping users resolve hardware or software’s inquiries

Provided end users training in basic computer hardware and productivity software such as MS Word and Excel

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Generated critical reports that assist upper management in making well informed strategic plans and goals from multi data sources

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Relevant Business Experience

Griffin Plumbing, Alexandria, VA

Senior Project Capstone Business Case, GMU (January 2013 to December 2013)

Business case for change development:

Successfully helped a small real life business saved $4000/year in advertising and increased in revenue approximately

$6,000/month by implementing an open source inventory management database by analyzing requirements, studying system

capabilities, and writing specifications. The effort resulted in an improvement of operation efficiency, reduced inventory losses

and shrinkage while increasing company exposure to the public.

• Performed a detail analysis of operation objectives by collecting existing documentation, meeting with owner and employees, and

performing daily work activity walkthrough

• Conducted change impact analysis to assess the potential implications of changes and documents business rules, functions and

requirements

• Developed and conducted formal training curriculum covering newly integrated system module and step by step technical user

guide

• Defined project requirements by identifying project milestones, constructing workflow charts and diagrams, forming project team,

and establishing project budget

• Analyzed the feasibility of, and develops requirements for, new systems and enhancements to existing systems; ensures the

system design fits the needs of the users

• Identified opportunities for improving business processes through information systems and non system driver changes and

assisted in the preparation of proposals to develop new systems and operational changes

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