Analyst Support
Resume:
MICHAEL J. SIGLER
*******@***.***
SUMMARY:
Dedicated professional, with over 20 years’ experience as a Business Analyst / Production Support Analyst. As a BA/PSA, I worked with client to gathered requirements to create documentation for developers to code new logic for the software. I was also Application Support to research client issues for root cause and create specifications to correct the software issues. I ensure new projects are working towards completion test new code and deliver code to client to test and ensure it works to specification then move to production and ensure it works with all code. Managed the Incident Management system to ensure al tickets were completed within SLA that was set by collaboration with the client. I am self-motivated and work with little or no supervision. I am an energetic, detail-oriented individual with strong communication skills. Strengths include customer service, time management, task prioritization, and project management.
EDUCATION:
Midwestern State University, Wichita Falls, Texas
Bachelor of Arts Degree Major: Business Management Minor: Business Administration
Professional Experience:
EQUATOR LLC, an Altisource Company – Irvine, California
Sr. Production Support Analyst: Team Lead - 2011 to present
As a Sr. Production Support Analyst for Equator LLC, I am the main Point of Contact (POC) for assisting the client with all questions and issues to assist them in problem resolution. Equator uses a workflow process that is dedicated to assisting Lenders and banks to sell off their distressed properties.
Responsibilities included gathering requirements for client product enhancements for UI and software changes to improve the user experience. Then manage the requests through the SDLC process to ensure updates to the software is implemented in a timely manner.
Maintain functional and operational knowledge of company products and solutions, including vendor integration methods, support and delivery, product lifecycles, security risks and remediation efforts.
Utilize ticketing system (PTC integrity and JIRA) to track incidents, change requests, issues and their root-causes.
Collaborate with members of the technical teams and escalate as necessary to the severity of the client's issue and priorities; serve as an advocate on behalf of client for issues requiring immediate solution.
As the team lead, I monitored the team members' daily activity to ensure they are working efficiently, effectively, and adhering to our policies and procedures.
Prioritizing workload and ensuring the team is always working on the highest priorities so that tickets are delivered within SLA.
Able to multitask priorities between production issues, UAT testing, client meetings and gathering requested for software modifications.
Lead the analysis of root cause factors that prevent production systems and processes from being exceptionally reliable, accurate and efficient.
Build relationships with key client decision makers; ensure customer satisfaction and engagement by confirming client expectations have been met.
Analyze processes and recommend process improvements and maintain formal documentation.
Understand future direction and enhancements on all assigned applications.
Diagnose problems using written procedures; and/or apply an analytical skill set in order to triage reported defects and route those issue to the appropriate Resources for resolution; escalate as necessary.
Assist with planning and testing of workstation application, configuration and database changes, and installation of upgrades and patches.
Assist upper management with daily, weekly, and monthly reporting to assist client with budget, SLA’s, and all new enhancement and bug projects.
Verify incident logging on client reported events affecting any systems, applications, or 3rd-Party vendors and ensure documentation for replication of issues and solutions.
Develop contacts and relationships with clients’ vendor support organizations.
Ensure compliance with Service Level Agreements as contractually documented.
Demonstrate knowledge and understanding of Equator solutions, products and processes to assist client in driving solutions to best meet their needs.
Key Result Areas:
The Production Support Team Lead (PSTL) is a dedicated support contact to Production Support Manager and their high-level clients. The PSTL is responsible for developing a high level of expertise on physical and logical infrastructure associated with Equator systems, applications and 3rd party vendors.
The PSTL manages and organizes the client’s UAT activities. Working closely with the client and internal teams to resolve discovered issues prior to production release.
The PSTL provides daily application support for all clients, including the identification, testing for reproduction, documentation and resolution of issues. Working closely with the Production Support Manager (PSM), IT Production Support and other internal departments, the PSA strives to provide an immediate workaround/solution and helps to identify root cause and longer-term solutions.
Balboa Insurance – Newport Beach, California 2010 - 2011
Business Systems Analyst
Gathered requirements for system upgrades and bug requests and coordinate and prioritize the system requests as necessary allowing enough time frame for testing and deadlines.
Researched various technological approaches for implementing new features or products for the most cost-effective approach.
Established and maintained user defined parameters and performed pre-installation testing to ensure product quality.
DOWNEY SAVINGS AND LOAN / US BANK - Newport Beach, California 1992 - 2009
Sr. Business Analyst
Worked on BSA/AML, Bank Secrecy Act and Anti Money Laundering project.
Team lead for new ATM rollout and installations for bank ATM network.
Created project documents for major ATM front-end implementation.
Integrated ATMs to sell postage stamps to increase profitability.
Created new credit card product to work in conjunction with ATM to increase profitability at customer facing outlets.
Lead support for over 205 ATM installations throughout California and Arizona.
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