Business Analyst

TRENT D DISMUKE

The Colony, TX ***** 469-***-**** ************@***.***

IT Business Analyst

Technical Business Analysis Systems Integration Project Leadership

A results-oriented and dedicated business analyst with expertise as the liaison between the business unit and the technical teams. Proven track record as an IT professional, driving value throughout the entire development lifecycle from project inception, requirements, design, development, testing, and deployment. Furthers operational objectives by contributing insights and recommendations to strategic plans and reviews. A valuable team player who motivates and inspires colleagues to gain top results.

Software / System Skills

BMC Remedy HP Asset Center Symantec Altiris

Microsoft Active Directory Microsoft Suite (Excel, PowerPoint, Word, Project, Visio)

PROFESSIONAL EXPERIENCE

JCPenney Company, Inc.; Plano, Texas

Enjoyed long-standing and progressive career at nationwide department store chain with 113 years in business

IT Analyst II (July 2011 – October 2015)

Promoted to lead of a team of 6 to implement an in-house depot program supporting 1100+ stores. Worked closely with the lines of business to understand their needs and with IT to ensure deliverables were met in the development, implementation and customization of products, processes and technologies. Managed relationships with multiple third party vendors to control deliverables and project spending. Key activities:

Stood up - an in-house depot program and team to configure, deploy and repair new technologies being integrated at retail stores.

Service delivery – for depot services created clearly defined processes and procedures based on the business requirements and the capability of the IT solutions.

Service Level Management - managed incidents and problems while collaborating with the business, engineering, service desk and the depot team to ensure SLOs are met and prioritized.

Implementation - led the successful deployment of over 25,000 devices to over 1100 stores including iPod, iPad, VeriFone VX600 PayWare Mobile Enterprise Barcode Scanner, Printers, Color IQ scanners and Mac Mini's.

IT Analyst II (October 2008 – July 2011)

Served as Business Analyst and Project Coordinator for multiple process improvement initiatives and system integration projects designed to improve efficiency and accuracy.

Yielded 55% reduction in print costs ($735K savings) within first year of implementing managed print services at the corporate location; partnering with procurement defined requirements, selected solution provider, and managed vendor from design through implementation and ongoing support.

Continued…

TRENT D DISMUKE

The Colony, TX 75056 469-***-**** ************@***.*** Page 2 of 2

IT Analyst II (Continued)

Identified an opportunity for improvement which led to minimizing manual PC rebuild efforts to <2 minutes per machine. Documented requirements, designed workflows, wrote technical requirements, implemented, tested and provided training for the automated PC build solution.

Eliminated lost or forgotten work requests and increased efficiency of service delivery with the design of process workflow to automate customer facing IT service requests into Remedy handling.

Recognized as SME for IT department projects such as IE8 upgrade, Windows 7 upgrade, application development process improvement, Active Directory upgrade.

Became the SME and led in the evaluation and adoption of new PC personality migration solution.

IT Analyst I (January 2006 – October 2008)

Provided support to IT Operations objectives and worked with solution providers both internal and external to realize project goals.

Primary author of release management process to support the software deployment solution (Altiris).

Selected to deliver software deployment training for new associates.

Provided 2nd level product support and served as interface into engineering for escalated issues.

Designed and implemented Active Directory maintenance routine.

IT Asset Management Specialist (November 2002 – January 2006)

Joined newly formed IT Asset Management team tasked with centralizing the management of IT assets for the corporate office.

Acted as department SME during the selection of a software deployment solution.

Documented all policies, processes, procedures, work instructions, defined roles and delivered training.

Adopted Microsoft security patch process and resolved compliance issues for non-store environments.

Automated common service desk tasks with the execution of desktop maintenance routine project.

PREVIOUS POSITIONS

Held increasingly challenging IT roles within the JCPenney organization. Titles included Technical Support Agent III, IT Applications Developer B and Technical Support Agent III.

EDUCATION

Bachelor of Arts in English Literature St. Edward’s University (1995)

CERTIFICATIONS

ITIL V2 Foundation in IT Service Management

ITIL V2 Release and Control in IT Service Management

ITIL V3 Foundation in IT Service Management

ITIL V3 Service Catalog

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