Business Analyst/ IT Project Management
Resume:
Jennifer Killian
*** ******* ***** *******, **. *0017
********@*********.***
Objective: To obtain a position which will allow me to utilize my existing knowledge, while continuing to grow and enhance my current skills as a business analyst, trainer, and project manager while continuing to provide excellent customer service, end user support and process documentation.
Profile: - More than 19 years successful experience in customer service and application
support with recognized strengths in managing process improvements and
working through conflict resolution.
- Project Management skills
- Lead Business Analyst and Project meeting facilitator experience
- Business Process documentation skills
- Software testing skills
- Technical writing skills
- Business Training skills
- Six-Sigma White, Yellow Belt
- Agile Methodology Bronze Certification
- Knowledge of and extensive experience working as liaison between
Business Stakeholders (Sales, Ordering, Operations, Accounting, Management) and IT staff, to test and document business process, enhancements and errors.
- Ability to train, motivate and supervise customer service employees
- A team player, able to work effectively across multiple organizations
- Recognized technical leader and subject matter expert on AT&T
technologies, systems and procedures.
- Computer Skills: Microsoft: Word, Excel, Power Point, Outlook,
Tutor Author, Visio, Cognos/ Impromptu- Information Services, Lawson, Business Objects, Citrix Program Neighborhood, APEX and EPIC Editor, Mail Chimp, WIX, Q Messenger, AT&T Connect, Skype for Business, Project Tracking and Management tools.
Accomplishments: - Consistent recipient of employee to employee service recognition awards
- Team Incentive and Individual Contributor Recipient 2011, 2013, 2014,
2015, 2016
- Employee Giving Campaign Representative 2016
- Employee Engagement Team Lead 2002
- President’s Circle Winner 2000
- Customer Service Representative of the Year 1999
Employment: AT&T, Senior- Network Support, 2005-Nov. 2016
Norcross, GA.
-Responsible for the Business Requirements, testing, planning and
implementation of new software, hardware and applications
relative to new product delivery, systems architecture, process
enhancements, infrastructure and security.
-Responsible for Business User Case Development
-Responsible for developing Business Processes, identifying,
documenting and training.
-Responsible for Application monitoring- ensuring that the system
environments are performing in an expected manner.
-Responsible for Defect Management - the process of recognizing, investigating, taking action and disposing of defects, recording defects, classifying them and identifying the impact.
-Responsible for Production Testing – includes Regression testing, and leading UAT (User Acceptance Testing) sessions.
-Responsible for working with external vendors to ensure internal systems are working in collaboration as designed.
-Responsible for security administration, including creating/deleting
and developing security roles and functions.
Bellsouth Communication Systems, IT Application Support, 2000-2005
Atlanta, GA
-Tier 1 help desk support for all internal Sales, eCommerce and Operations applications
-Responsible for documenting Business Requirements for new IT
software solutions.
-Responsible for conducting User Testing on IT releases
-Responsible for conducting New Hire Sales Training
-Responsible for creating new process, procedure and training
documents.
Bellsouth Communication Systems, Customer Application 1998-2000
Specialist, Atlanta, GA
-Responsible for creating new process, procedure and training
documents
-Manager for the New Hire Customer Service teams
-Responsible for training the New Hire Customer Service Teams
-Responsible for training the Customer Support Center in all new
Y2K compliant applications.
-Responsible for Employee Recognition Program
Education: University of Georgia Lawrenceville, GA. 2005
Completed course work in Computer Programming and IT
Project management
Gwinnett Technical School Lawrenceville, GA 1998
Completed course work in Basic Computer Networking and
Programming
University of West Georgia Carrollton, GA. 1991-1995
Bachelor of Arts- Education
Additional Training/Certificates:
-Management/Leadership Training Courses 2010-2016
-Capabilities Evolution Training 2014-2016
-Harvard ManageMentor Courses 2016
-Complete Course Training History provided as needed
Contact this candidate