Business Intelligence, Process Analysis / Improvement

JIMMY K. NGUYEN

832-***-**** **************@*****.***

https://www.linkedin.com/in/jimmyknguyen

BUSINESS ANALYST / PROGRAM ANALYST

PROFESSIONAL SUMMARY

Dedicated and analytical e-Commerce business analysis expert with more than 15 years of experience with a Fortune 500 company in Sales Operations and Business Intelligence. Adept at both technical and analytical skills. Proven ability at liaising and collaborating with business and technical teams to provide effective support and drive/deliver expected customer results. Quick to learn and apply new technologies. Strong troubleshooting, communication and organizational skills along with a solid work ethic.

AREAS OF EXPERTISE

Leadership

Catalog Quality Management

Process Analysis / Improvement

Business Intelligence (BI)

User-Acceptance Testing (UAT)

User-Requirements Documenting

Project Management

Metrics/Data Analyses

Lean Six Sigma

Quality Assurance

Revenue/Cost Analyses

Customer Service

Software Development Lifecycle

DMAIC Methodology

AGILE/SCRUM Methodology

Problem-Solving

Critical Thinking

UI/UX Improvement

SELECTED NOTABLE ACCOMPLISHMENTS

Implemented Quality KPI Metrics Dashboard to inform management teams of the overall status for more than 10,000 e-Commerce store fronts and catalogs.

Launched Clean Orders KPI Dashboard to provide management with the overall status of more than 40,000 orders per month; tracking order volume, and identifying inaccurate orders/root causes.

Simplified UX customer order experience by decreasing number of steps required to obtain the customer offerings (12 to 3 steps).

Redesigned and deployed more than 500 customers’ UI extranet pages that increased revenue and customer usage by 20%.

TECHNICAL SKILLS

Software General:

Microsoft Office (Visio, Excel, Powerpoint, Access), TechDirect Ticket Queue, OpenView Service Desk, PRS, Integrated Call Center (ICC), SharePoint, Omniture, QlikView, SQL Server Reporting Services (SSRS), Business Objects, Action Request System (ARS), Macromedia HomeSite 5.0, and COGNOS

Databases:

SQL Server, SAP, and Remote Database Management System

Hardware:

IBM AS/400

Operating Systems:

Microsoft Windows, VMS/VAX, Linux, and UNIX

JIMMY K. NGUYEN Page 2 of 2

PROFESSIONAL EXPERIENCE

HEWLETT PACKARD ENTERPRISE (Formerly Hewlett-Packard Company), Houston, TX 2001 – 2016

Senior Business Analyst (2007 – 2016)

Executed comprehensive business process analysis and lean initiatives to decrease the number of invalid products and minimize pricing discrepancies for improving catalog quality.

Conducted lean sales operations to decrease order processing time, increase electronic order and launch no-touch order processes.

Selected Projects:

Catalog Quality Management –

Designed Lean Six Sigma Catalog Quality metrics dashboard; implementing monitoring of more than 10,000 global e-Commerce store fronts.

Determined root cause/gap analysis and performed preventive actions on large, complex and high-revenue products and catalogs by co-developing/implementing front and back office on the e-Commerce platform.

Improved Catalog’s efficiency by implementing multiple process improvement initiatives.

Boosted overall e-Commerce UX shopping experience by reducing steps to acquire offerings 75%.

Increased product/pricing accuracy rate from 65% to 95% by implementing e-Commerce proactive auditing procedure.

Clean/Unclean Order Management –

Designed a Clean/Unclean Orders metrics dashboard; implementing it for the tracking of more than 40,000 North/South American orders per month.

Reduced data collection times from 1 week to 1 day by designing effective business intelligence and automated capability tools.

Analyzed unclean orders and determined root causes of order holds; updating management on status.

Sales Information Manager / Analyst (2001 –2007)

Designed and deployed customized e-Commerce extranet stores; performing tier-2 support for site content, product deployment and sales; and driving operational excellence to sales operations team.

Managed complex dependencies between internal Scrum teams and third parties.

Built and launched e-Commerce standard catalog infrastructure; generating $10+ billion year over year.

Delivered e-Commerce capabilities such as customer contracts, corporate policies and regulations; collaborating with sales teams and order management.

Analyzed large volumes of e-Commerce product content/pricing data; identifying/eliminating disparities.

TALENT TREE TECHNICAL STAFFING, Houston, TX 2000 –2001

Systems Analyst (Compaq Computer Corporation)

Supported global e-Commerce extranet customers; exceeding $12 million per month in online orders.

Quickly resolved 100-120 support tickets per week to exceed service level agreement (SLA) times.

Redesigned 500+ landing pages that increased revenue by 20%; decreasing the number of support tickets by 50% month over month.

EDUCATION

Bachelor of Business Administration, Computer Information Systems

University of Houston–Downtown, Houston, TX

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