Training Specialist Business Analyst

Rhonda Flagg Roca

Shorewood WI ***** *******@*****.*** 262-***-****

Professional with a passion for guiding success through business analysis and improvement of business systems and documentation - Demonstrated ability to share knowledge with others – Proven work record with international businesses – Dedicated team leader with the ability to effectively manage and achieve project goals, leveraging my complex understanding of systems engineering concepts – Proven track record of effectively researching and analyzing business processes, and procedures and designing and implementing business solutions - Accustomed to handling confidential information – Ability to communicate in Spanish

Operative Milwaukee, WI (Remote)

Knowledge and Release Management Leader 2020 – 2022

•Analyze training needs to develop new training programs or modify and improve existing programs.

•Conduct or arrange for ongoing technical training and personal development classes for staff members.

•Conduct orientation sessions and arrange on-the-job training for new hires.

•Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.

•Develop and organize training manuals, multimedia visual aids, and other educational materials.

•Develop testing and evaluation procedures.

•Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement.

•Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.

•Prepare training budget for department or organization.

•Review and evaluate training and apprenticeship programs for compliance with government standards.

•Train instructors and supervisors in techniques and skills for training and dealing with employees.

Client Services Leader 2016 – 2020

•Assign and review the work of systems analysts, programmers, and other computer-related workers.

•Consult with users, management, vendors, and technicians to assess computing needs and system requirements.

•Control operational budget and expenditures.

•Develop and interpret organizational goals, policies, and procedures.

•Develop computer information resources, providing for data security and control, strategic computing, and disaster recovery.

•Direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines.

•Evaluate data processing proposals to assess project feasibility and requirements.

•Evaluate the organization's technology use and needs and recommend improvements, such as hardware and software upgrades.

•Manage backup, security and user help systems.

•Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.

•Prepare and review operational reports or project progress reports.

•Provide users with technical support for computer problems.

•Recruit, hire, train and supervise staff, or participate in staffing decisions.

•Review and approve all systems charts and programs prior to their implementation.

•Review project plans to plan and coordinate project activity.

•Stay abreast of advances in technology.

Senior Business Analyst 2013 – 2016

•Analyze information processing or computation needs and plan and design computer systems, using techniques such as structured analysis, data modeling and information engineering.

•Assess the usefulness of pre-developed application packages and adapt them to a user environment.

•Confer with clients regarding the nature of the information processing.

•Consult with management to ensure agreement on system principles.

•Coordinate and link the computer systems within an organization to increase compatibility so information can be shared.

•Define the goals of the system and devise flow charts and diagrams describing logical operational steps of programs.

•Determine computer software or hardware needed to set up or alter system.

•Develop, document and revise system design procedures, test procedures, and quality standards.

•Expand or modify system to serve new purposes or improve workflow.

•Interview workers, observe job performance or perform the job to determine what information is processed and how it is processed.

•Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation.

•Provide staff and users with assistance solving computer related problems, such as malfunctions and program problems.

•Read manuals, periodicals, and technical reports to learn how to develop programs that meet staff and user requirements.

•Recommend new equipment or software packages.

•Review and analyze computer printouts and performance indicators to locate code problems.

•Specify inputs accessed by the system and plan the distribution and use of the results.

•Supervise computer programmers or other systems analysts or serve as project leaders for particular systems projects.

•Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems.

•Train staff and users to work with computer systems and programs.

•Use object-oriented programming languages, as well as client and server applications development processes and multimedia and Internet technology.

•Use the computer in the analysis and solution of business problems, such as development of integrated production and inventory control and cost analysis systems.

Training Specialist 2004 – 2013

•Check to ensure that appropriate changes were made to resolve customers' problems.

•Compare disputed information with original requisitions and information from SLA

•Complete contract forms, prepare change records.

•Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

•Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

•Determine charges for services requested, or payments, or arrange for billing.

•Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

•Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

•Order tests that could determine the causes of product malfunctions.

•Recommend improvements in products, packaging, service, or billing methods and procedures to prevent future problems.

•Refer unresolved customer grievances to designated departments for further investigation.

•Resolve customers' service or billing complaints.

•Solicit sales of new or additional services or products.

Education

Wisconsin Lutheran College Wauwatosa, WI

Bachelors of Science Business Management Leadership 2016

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