Manager Service

Xavier Holland

Statesville, NC *****

adbdr8@r.postjobfree.com

Summary:

Technical Business & Systems Analyst with over 8 years of gathering business requirements, systems analysis and interfacing with business users and technology experts in various client-facing environments. Documented and maintained BRDs, FRDs, and SRS requirements needed to satisfy the proposed changes using SharePoint, Documentum and MS Team Foundation Server. Worked with hardware and software management, product managers, offshore and system SMEs to define and document the onboarding process technology into the company. Used MS Visio to document current and future processes and swim lanes, reviewed and updated process flows based on conversations with software architect and service center manager. Identified data quality issues and worked with the client to determine severity of the issues, worked to resolution, and reported the progress via a scorecard. Coordinated testing efforts and implementation activities; communicated with stakeholders on any system issues, provide issue resolution, and recommended changes to the technical teams for process improvement.

Technical Skills:

BMC Remedy

Business/Data Analysis

Functional Design

HP Service Manager

MS Office

MS Visio

Project Management

Requirements Development

Test Planning/Execution

SQL

Technical Writing

SharePoint

Change Management

Release Management

Agile/Waterfall

Process Analysis

MS Project

Risk Management

SDLC

Implementation

Education:

BSBA; Management Information Systems – East Carolina University, Greenville, NC

AAS; Information Systems – Pitt Community College, Greenville, NC

Advanced Cyber Security Certificate – Saint Louis University, St. Louis, MO

ITILv3 Foundation Certification in I.T. Service Management – Axelos, St. Louis, MO

Professional Experience:

Collabera, Charlotte, NC May 2018 – Present

Business Systems Consultant 6 (Contract: Work from Home)

●Working for a large financial institute, actively participate in all phases of the Enterprise Project Methodology by working with SMEs and stakeholders in preparing all required documentation (BRD, RTM, TRD, risk analysis, process designs, implementation tasks, testing, etc.) as part of the Enterprise Project Methodology for implementing an automated data scanning tool.

●Identify, analyze, and document requirements to ensure they clearly explain the problem and how it will be resolved with an automated data scanning tool

●Act as a liaison between the business and technical teams by planning, conducting, and directing the analysis of an automated data scanning tool. The solution will restrict user access based on role and limit access to specific data across various platforms (Teradata, SAS, Oracle, SQL, Hadoop, and Ab Initio)

●Facilitate review sessions with the project sponsor, program manager, project manager, and key stakeholders to obtain approval on all required deliverables during each phase of the project methodology

●Actively participate in project team meetings to provide status and updates on key deliverables, issues, risks and change requests

●Assist project manager in developing the project plan, tracking progress, obtaining approval, and ensuring project documentation is maintain on the project SOR (PMUWS)

●Work with the business operations teams in the development and execution of test plans and test scripts to ensure all requirements are identified

The Boeing Company, St. Louis, MO July 2014 – Aug 2017

Business System Manager/Data Analyst System (Infrastructure)

●Managed service requests through an automated tracking system used throughout the company to request, acquire, change, relocate, and dispose of services for IT assets, including hardware and software.

●Complied with access control policies and access validation rules when maintaining/creating user accounts

●Agile: Participated in daily SCRUM meetings with the ITSM-DW team

●Release Mgmt: Coordinated MSR-RAD implementation activities with the stakeholders and all impacted systems for releases and deployments.

●Analysis: Facilitated MSR-RAD change requests via by collecting user requirements and presenting the proposed changes to the MSR-RAD team and work with the developers to test changes

●Data: Managed change requests using HP Service Manager, Clear Case, and ClearQuest

●Design: Documented BRDs, FRDs, SRSs requirements needed to satisfy the proposed changes using SharePoint and MS Team Foundation Server

●System: Managed application incidents through HP Service Manager

●Communication: Integrated Computing Catalog (ICC) – communicated with customers and impacted systems of any system issues that may arise during production, and coordinate efforts to resolve issue

●Process Design: Work with hardware and software management, product managers, offshore and system SMEs to define and document the onboarding process of hardware and software into the company

Information Technology Service Management Data Warehouse

●Data: Use SQL to grant access to various data sets using TOAD

●Primary contact to a subset of customers and assist them with setting up ODBC using various sources

●Technical writing: Developed the ITSM-DW user guide to assist customer in setting up and connecting to the ITSM-DW using MS Access, SQL Developer, and Oracle

Zycron, Inc., Blackwood, NJ Mar 2014 – July 2014

Business Analyst (Contract)

●Analysis: Worked with software architect, Service Center Manager, and service coordinator to gain an understanding of the current service coordinator processes

●Design: Created and implemented templates for functional requirements, test cases, test scenarios, and use cases

●Design: Used MS Visio to document current and to-be service coordinator processes and swim lanes, reviewed, and updated process flows based on conversations with software architect and service center manager

Technology Services, Moorestown, NJ Oct 2013 – Feb 2014

Compliance Analyst (Contract)

●Data: Reviewed the Application Inventory Management System (AIMS) consisting of over 200 applications for a title and settlement company to ensure they are in compliance with the company’s Access Control and Personal Identifiable Information (PII) policies

●Analysis: Worked with business owners to track down any missing data that is needed to determine whether application meets company’s compliance policies

●Managed exception list for applications that were found non-compliant to be submitted to the Access Control Board

Accenture, Charlotte, NC Sept 2008 – Nov 2012

Consulting Analyst

-Cox Enterprises:

●Improved business satisfaction and instill transformational change.

●Technical Writer: worked with the client’s technical team to create, update, and organize technical documentation

●Performed peer review of documentation for grammar, content, and style

●Created logical, conceptual, and physical diagrams using Visio

-Hancock Bank

●Data analysis: Used SQL and MS Access to support the creation of customer mail files, determined base population metrics, and identified/quantified customer impact populations

●Identified data quality issues and worked with the client to determine severity of the issues, worked to resolution, and reported the progress via a scorecard

●Constructed top 25 customer impact reports, that was used by the client to notify customers of upcoming changes

●Merger Integration Assessment; assist the client with Systems Day 1 (SD1) initiatives

●Implementation/Deployment: Responsible for the build out of the detailed schedule (MS Project and QuickBase) used by the executive team and work stream leads, that specified the step-by-step chronological list of all the activities that took place during the SD1 event

●Deployment: Performed as the Detailed Schedule Tracker for Release, DR1, DR2, and SD1. Followed up with work stream contacts regarding tasks that were not started/completed by specified time, discussed the impact that may have on the overall implementation as it relates to the critical path, and kept in constant communication with project stakeholders

●Release Mgmt: Continuously worked with work streams to discuss their tasks as it related to the DR1, DR2, and SD1 detailed schedule, in order to gain an understanding of the events to take place, and to finalize the correct sequence of events

-Sanofi-Aventis

●Ensure processes and systems are able to meet the US Transparency Program's policy.

●Analysis: Initiated contact with system and business owners to gather requirements for the Data Capture workstreams in order to complete the functional designs for the US Transparency Program

●Design: Documented the requirements in a functional design that satisfied the program and the FDA and obtained sign-off on the designs from the system owners

●Used Documentum to update the FRS, SDS, URS, and RTM of a federally regulated system based on the requirements outlined in the functional design for the Electronic Review Committee system (eRC) and obtained signoff from IS Quality and Validation and Compliance review committees

●Design: Met daily with the offshore development team to ensure requirements are reflected in the build

●Integration/Testing: Led the testing efforts for the eRC system, where I was responsible for creating test scripts and oversaw the execution of the test scripts by the business owner

-BBVA Compass

●Implemented Alnova, a branch platform, which is a solution to help improve operation efficiency and customer service, improve scalability, and standardize consolidated information.

●Planning: Assessed the current state of deposit reports in the current system by actively participating in scheduled workshops with the client throughout the week

●Analysis: Identified customer requirements through active participation in workshops with the owners and users of the report

●Design: Defined the future state of the reports by completing a D220, functional design, based the reports identified as being in-scope adhering to the 10 hour completion time per report

●Selected to complete additional work needed by the client by mapping data elements for the current system to the new Alnova data elements based on all D220s created by the deposit reports team

-Bank of America

●Assisted with Systems Day 1 Test Planning and Implementation.

●Testing: Interacted with technical team and project management on the Client Transition team to obtain project requirements and used them to create test plan diagrams in MS Visio and Excel

●Release Mgmt: Worked with the Implementation team to build the Detailed Task Schedule consisting of over 80 projects for the June, July, August, and September releases

●Administrator for QuickBase: uploaded/updated tasks, granted user access, built custom reports

●Deployment: Participated in Master Control Room activities for the October release, Dress Rehearsal, June, August, and September releases.

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