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Technical Support Manager

Location:
San Ramon, CA
Posted:
November 02, 2016

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Resume:

SUMMARY:

Business Systems Analyst with extensive 7+ years experience in working with business processes, data, and quality using a broad variety of information systems. Proven ability to deliver complete, well organized analytical reports to senior management for decision-making. Focused on delivering quality work on time.

TECHNICAL SKILLS & APPLICATIONS:

OpenText Livelink, SharePoint, JIRA, Alfresco, MS-Project, Remedy, MS-Access, SQL Server 2005, MS-Excel expert, Clarity / Niku, Business Objects, Trackwise, Visio, Primus, Symposium, Blue Pumpkin, Nova Web, HTML, PeopleSoft, SAP, PVCS Tracker, PVCS Version Manager, AQT, Salesforce (SFDC)

PROFESSIONAL EXPERIENCE:

Robert Half International – San Ramon, CA

2011-present

BUSINESS SYSTEMS ANALYST, IT (2011 – Present)

Managed multiple and complex projects including Enhancements and New projects

Maintained user permissions and defined hierarchies for internal applications

Migrated legacy document system (PVCS Tracker / PVCS Version Manager) to new document system (Livelink)

Provided recommendations for new folder structure and setting security in Livelink system

Followed the System Development Life Cycle (SDLC) to assure proper validation for the design, development, implementation, and testing of specifications for Enterprise wide CRM application

Designed Enterprise wide SOX compliance issue tracking system (JIRA)

Created training plan and trained cross-functional teams on Enterprise wide applications

Streamlined the cost estimation process for the largest IT department

Gathered, documented and analyzed requirements for Smart pdf & Teleform Coversheet questionnaire from business users to create standardized forms

Acted as business liaison with the end-users in the field offices, project managers, business owners, security and IT, to ensure that functional requirements were clearly defined and met

Developed the system documentation, test plans, workflows, process diagrams to ensure that requirements were met and to ensure that there were no critical defects

Lead the team that is responsible for Estimates. Lead weekly meetings, prepared and published Monthly Release Plan and meeting notes on SharePoint, ensure projects were properly funded and approved.

Supporting SFDC with Fit-Gap analysis and creating FRDs.

Supported successful implementation of technical solutions by providing business process analysis, best practice research, detailed requirements definition, user-centric functional design, vendor evaluations, systems assessments, and user acceptance testing facilitations

Responsible for development of the roadmap/on boarding reference guidebook for the BSA team

Lead on integration and the business transformation process of our Survey System and reporting structure.

Genentech, Inc. – So. San Francisco, CA

2003-2011

BUSINESS / DATA ANALYST, Quality System Support (2009 – 2011)

Primary systems analyst for twelve global manufacturing sites. Responsible for gathering and understanding business needs, analyzing information, and delivering reports and graphical presentations to the VP and Directors of Global Pharma Quality Systems.

Analyzed the impact of changes to existing validated systems and processes and made appropriate recommendations which improved productivity by 80%

Led a cross-functional team to streamline and improve compliance assessment process which resulted in full compliance with external audit

Created new training guidelines for team members to assist with navigation of new applications

Provided quality evaluation of computerized system changes and determined impact to validated systems, business processes, and controlled documentation

SME for multiple applications (FileNet, Remedy, Trackwise Systems, Livelink)

Monitored and tracked the deliverables for Compliance Assessments forms and resources.

Managed documents on SharePoint & Opentext Livelink for Global offices

QA CHANGE CONTROL ASSOCIATE / Project Coordinator, Quality Systems Support (2006 –2008)

Managed several small scale projects for the Change Control Department working with vendors, internal resources and management.

Managed two mid-size projects for departments, including vendor selection, budget negotiations, specification requirements and presentation to senior management

Provided analytic metrics on changes and impact to the manufacturing hardware and processes

Documented and tracked changes, archived them for compliance purposes and communicated to key stakeholders

Provided management reports that addressed discrepancies for Corrective Actions and Prevention Actions (CAPA)

Created easy-to-use checklists that improved navigation into new version of Trackwise Systems and saved time in answering questions

Helped team to understand technical documents

Led meetings for Change Control and Supply Chain groups to resolve change order discrepancies

SYSTEMS ANALYST, Global IT (2003 – 2005)

Provided technical support to over 8,000 internal & remote customers in an enterprise environment, including various hardware platforms (Windows NT, 2000, XP and Mac; and various applications such as Clarity, Livelink, PeopleSoft, SAP, Brio and Hyperion).

Used Clarity to manage projects, issues, risks and change requests

Increased efficiency rate by 48% through documenting the support process and recommending changes to improve efficiencies. Received formal performance recognition for efforts

Provided on-boarding training to new personnel at service desk and within two weeks analysts were able to attend live calls

Fremont Bank, Hayward, CA

2003-2003

LOAN PROCESSOR SPECIALIST

Prepared loan reports /contracts and effectively communicate loan status and issues with Loan Officer and/or Supervisor. Responsible for calculating loans using Fileserv, ITI, Filemaker Pro, Premier Image Director, Easy Lender.

Responsible for checking, sorting and compiling data relevant to loan applications

Calculate and update payoff status, impound accounts and supplement taxes

Export and Import data into Midanet/Mornet for Fannie Mae and Freddie Mac transmissions

Providian Financial Corporation, Pleasanton, CA

1999-2002

PROGRAMMER/BUSINESS ANALYST

Responsible for full development lifecycle of Fraud Inventory and Auto Charge Off applications including analysis, development, deployment, testing and maintenance.

Wrote interfaces for the legacy system to extract data for applications and converted applications from FoxPro, Visual Basic 5.0 to Visual Basic 6.0

Provided technical support to over 250 business users

Maintained SQL Server databases and internal Fraud website

Contour Software (Subsidiary of First American Financial), Campbell, CA

1999

VISUAL BASIC PROGRAMMER

Provided maintenance and fixed bugs for the Mortgage and loan processing application software (e.g. migrated Loan Handler Program from VB3.0 to VB5.0)

Oracle Corporation, Redwood Shores, CA

1998-1999

CONTRACT SPECIALIST, Sales Alliance

Responsible for validating contracts, order entry systems, supporting customers and sales staff for contract and order services. Recognized as the most proficient Contract Specialist in the group by senior management.

EDUCATION:

Masters in Business Administration (DeVry University, Fremont, California)

Bachelors in Accounting (University of Bombay, Bombay, India)

Certifications:

Certificate in Computer and Information Science (Diablo Valley College, CA)

MCP Certification

MAC OS X Certification

STI Certification



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