BUSINESS ANALYST/ IT ANALYST

Quality-focused and highly motivated IT professional seeking a challenging position within a dynamic and progressive setting where I can positively contribute to the employer’s further advancement

PROFILE

Result-driven and goal-oriented professional with extensive expertise in business applications, high speed data, database development, data analysis, infrastructure, implementation of state-of-the-art software and technical troubleshooting

Highly experienced in functional management of technology staff with diverse technical backgrounds

Ability to maintain focus on achieving bottom-line results while formulating and implementing advanced technology and business solutions to meet a diversity of needs

Strong interpersonal communication skills, both written and verbal.

Well-disciplined with proven ability to complete multiple assignments under pressure when meeting tight deadlines

Comfortable operating in a wide range of environments and platforms

Impeccable reputation built upon unwavering morals and ethics

PROFESSIONAL EXPERIENCE

Nexidia

Solutions Engineer Oct 2016 – Present

Build and support software that allows companies to search voice, video, text, email, and more for information and key words that produces reports for business analysis. Handle multiple issues a day with a heavy focus on complex SQL and T-SQL related issues. Design and build POC (Proof of Concept) as well as XML and XSLT configurations for customer testing.

TSYS

Senior Business Analyst (contract) Dec 2015 – June 2016

Performed detailed analytics using complex SQL queries to extract from RDBMS in order to pinpoint areas of improvement and for data extraction for analysis and reports. Identified client issues within the Oracle database to proactively resolve problems with the many financial data transaction files received from clients through our UNIX boxes. Served as liaison between the client and cross-functional teams by documenting defects discovered during User Acceptance Testing (UAT). Provided SME support for client issues, conducted client requirements gathering, wrote detailed business requirements for client approval, mentored team members, and oversaw module enhancements. Created high level test plans that are used by quality assurance testers to develop detailed test scripts. Supported multiple developers on multiple projects by providing detailed business solutions. Wrote user stories or participated in team effort to create user stories in an agile/scrum environment.

FaithBridge Foster Care Feb 2015 – April 2015 Application Analyst (contract)

Technical project manager for the ExtendedReach application migration. Worked closely with all vendors involved to ensure all client requirements were met. Developed numerous complex SQL queries published within the ExtendedReach application allowing upper management a “one-click” detailed reporting tool. Created Visio and LucidChart workflows for the PIMSY medical billing application in order for billing specialists to have a uniformed billing process. Served as point of contact for all application modifications.

Cox Communications, Inc Alpharetta, GA May 2007 – Nov 2014

Application Analyst II Oct 2010 – Nov 2014

Production Support Specialist May 2007 – Oct 2010

Senior high speed data specialist providing support for all company locations and leadership to high speed data team. Worked closely with project managers and developers to gather and define requirements, uses cases, UI design, and create screen mockups for various projects. Successfully lead the Support team through multiple Cox High Speed web development projects including Self Install, Cox Rhapsody, Cox Security Suite, and Identity Management throughout the SDLC. Designed, developed, and executed business and user test scripts for the Self Install web application to proactively identify and correct problems within the application and to provide a more stable and user friendly experience. Accountable for training and supervision of High Speed Data Product Specialists. Qualifiedly developed a tracking system to identify root causes in Cox Products, namely Cox Security Suite, Rhapsody, and Premium Access Pass to decrease negative customer impact. Responsible for continuously maintaining Unix production servers and troubleshooting all log errors associated within the databases using a variety of Linux commands. Successfully maintain all CHSI interfaces through ICOMS AS400. Responsible for identification and troubleshooting of all issues within the interfaces. Performed troubleshooting through multiple databases that required using SQL, XML, and Java programming languages through FTP servers. Led multiple training programs overseeing development of outsourced partners in India and China, measurably improving average weekly performance volumes from 20% to 35%. Evaluated and identified areas of improvement for regional market leaders to provide real-time feedback based on internal reports to maximize run time and decreased user errors by 15% (“train the trainer”). Created high-level architectural overviews, process-specific methods and procedures, and user acceptance testing (UAT) procedures for a number of new and legacy products.

First Data Corporation Marietta, GA

POS Help Desk Senior Agent Jan 2005 – Apr 2007

Spearheaded the provision of technical troubleshooting and support to merchants using POS credit card machines. Presided over large encryption and equipment upgrade project, leading support team of 20 agents. Headed up the project on reconfiguration of multiple systems and types of equipment upon arrival at merchant location. Increased efficiency levels 50% and kept the project under budget. Maximized company’s annual cost savings. Managed to turn the staff’s resistance to the project into willingness to change, which ensured the project’s success. Proficiently designed and implemented Mixed Merchant Identification Project to determine root cause and do necessary research to locate missing funds.

PREVIOUS EMPLOYMENT

Source support services, inc Suwannee, GA

Customer Support Engineer May 2003- Oct 2004

Served as first point of contact for all customers needing technical support, equipment replacement, and on-site technical repair. Supervised and scheduled thousands of onsite technicians and parts delivery worldwide to ensure rapid response times. Developed and led in-house repair project for new warranty services and options. Created tracking systems and reports designed to improve the overall recovery of all equipment still covered under manufacturer warranty. Built excellent relationships with multiple internal departments, and nationwide vendors to ensure quick response on escalated issues to eliminate delays, discrepancies, and promptly resolve all problems. Strategically negotiated with multiple vendors to structure contracts and secure cost-effective services.

tekvisions, inc Duluth, ga

Computer Repair Technician Jan 2001 - May 2003

Troubleshot and repaired LCD touchscreen units, bookshelf PC’s, and all-in-one units ensuring 100% performance before returning to customer. Effectively reduced computer repair lead-time from 1 month to 48 hours as the key technician developing a process improvement plan. Designed and implemented a Local Area Network testing facility for quality assurance purposes to increase repair productivity. Significantly reduced shipment damage by establishing and administering a new packaging process

EDUCATION

Master’s Degree in Project Management Keller Graduate School of Management Alpharetta GA 2009

Bachelor of Science in Technical Management DeVry University Alpharetta GA

2007

Six Sigma Green Belt Certification Aft Systems, Inc.

2008

TECHNICAL SKILLS

Windows 95/98 Windows 2000 ME, XP, and Vista Windows 2000 server/ advanced server Windows 2003 server UNIX/LINUX Six Sigma Software Microsoft Project Pro

Visio PC Anywhere Microsoft Office Oracle SQL/SQL Server

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