Business System Analyst - Data Analyst - Call Center Support Analyst

Gail M. Watkins-Morris 808-***-**** / 901-***-****

**** *** ******** **., ****, Honolulu, HI 96818 *******@*****.*** Summary: Intermediate to Advanced-level experience, seasoned and specialized knowledge in information technology (IT) operations, programming, systems/software development or another IT related field Overall Qualifications Summary

Office365 - 5 yrs.- Excel, Outlook, Word, PowerPoint-some Azure SSO PC Support – 10 yrs. New Setup, Hdw/Sfw Installs, Troubleshooting Active Dir.- 7 yrs.+ User Profile, Distribution List, Permissions Open Data-Socrata – 1 yr. Create Database, Reporting, Story Win10 - 3 yrs. Installs, Uninstall, Troubleshooting (BSOD) OpenData.gov -1 yr. Create database, Data import/export, Reporting SalesForce 1 yr. Admin. Objects, Page Layout, Dashboard, Reports AS400 / OS-400 -15 yrs. Sys. Config. RPG, COBOL, CL, SDA SharePoint- 4 yrs. data import/export, Data set-list design/setup LoansPQ Software - 2 yrs.Sys Acct. Admin; User, Roles, Configure SharpCloud- 3 yrs. Create elements for Roadmap, Reporting Stories SDLC – 8 yrs . Planning, Creating, Testing, and Deploying systems Professional Skillset

● Creative, logical and innovative thinker, with effective communication skills bringing energy, enthusiasm and leadership to problem resolution. Great organizational skills; ability to keep matters confidential. Analytical approach to complete work tasks.

● Multitasking, detail-oriented; Work well individually as well as team settings; Knowledge of computers and some LAN/WAN topologies

●Design, layout, content proofing and editing of print and on-line communications materials including websites content updates, brochures, banners, booklets, flyers, Power point presentations, and newsletters (MS Office, Word, Excel, PP, Outlook)

● Ability to plan, train, organize and supervise employees. Knowledge of the principles and procedures of office management. Administrative and clerical experience preparing, processing, and maintaining public and confidential records.

● Knowledge of current information technology, SDLC, Best practices; Learning Salesforce Admin- Prepping for Certification Professional Experiences

FIRST HAWAIIAN BANK - Credit Originations Department Business System Analyst 02/2021 – PRESENT

Credit Origination Department

● System Administrator for user’ access to the LoansPQ (LPQ) Bank Application: Create, update, deactivate user Accounts/Roles.

● Configuration / Maintenance of LPQ Application Portal (on-line):Site configuration, links, layout, design, some HTML

● Assist with troubleshooting LPQ Application errors; work with Meridian Link for error/issue resolutions.

● Troubleshoot Doc-Downloader Batch and XML file utilized to download application documents to FCM,(File Content Management)

● Coordinate page design, CM & manage web content for LoansPQ Website for intranet use among FHB Departments and Branches http://its-app-sharep1/sites/LoansPQ/SitesPages/Home.aspx (Internal SharePoint Website) in conjunction with Bancnet Developers. STATE OF HAWAII - DAGS - Enterprise Technology Services (ETS) 03/2016 – 02/2021 IT Business Data Analyst: provides database and reporting for Hawaii Open Gov / Power BI 01/2020 – 02/2021

ETS -IT Governance

● Managed Database Integrity in SharePoint, SharpCloud, Generate statistical Fiscal Year & Quarterly Reportin

● Maintained database validity and reporting for Hawaii Open Data and Open Data-Socrata, also Power BI and

● Excel P rformed business process analysis, uses stories, scenarios, competitive product analysis, workflow analysis for reporting

● UA- planning case scenarios, testing and traveler’s validation with State of Hawaii Safe Travel applications and project

● New- Learning SalesForce - developing application objects, page layouts, dashboards, reporting. IT Program Analyst: provides program analysis to determine efficient and effective operations. 9/2016 - 1/2020 ETS -IT Governance

● Managed Database Integrity within SharePoint, SharpCloud, Generate statistical Fiscal Year & Quarterly Reporting.

● Created database and reporting for Hawaii Open Data and Open Data-Socrata, also Power BI and Excel.

● Provided Dept recommendations to insure expected returns on technology investments. Conduct Vendor research-Advised

● Worked with State Dept. to review and evaluate all $100+ IT Spends Request to ensure ROI; present weekly for CIO approval.

● Developed Internal Department Policies documentation and Procedures for evaluating department’s progress.

● Developed Department Project Report Card – evaluating department’s project progress and achievements. Gail Watkins - Page 2

ETS-Hawaii Modernization Initiative (HMI) Phase II Project:

● Hawaii Modernization Initiative Phase II Time & Leave Project; Participate in SCRUM team events; Formed Evaluating Committee

● Prepared business requirements documents (BRDs), system requirements specifications (SRS), SDLC plan/test OCR project.

● Utilized Project Management skills to oversee RFP for OCR; Update content on internal HIP website; add content, enhance features.

● Updated Standard Operating Procedures/Process (SOPP) for Hawaii Information Portal -Service Desk Knowledge Base content.

● Updated General Storage Registry (GSR) criteria for archiving State’s Payroll documents; Assisted HIP Service Desk with calls. IT Support Analyst: provided technical resolution, malware monitoring, detection/removal; PC image/deploy. 3/2016 – 9/2016 ETS-ServiceDesk:

● Developed cheat-sheet ‘Knowledge Base’ for problem resolutions; posted FYI and HOW TOs blogs on Facebook Workplace page.

● Performed PC setup, Software installs, Printer configuration/deployments. Maintained PC inventory, E-sign Templates, Workflow.

● Answered 40 to 50+ calls per day-80% resolution Track help desk tickets via SharePoint;

● Malware monitoring, detection and removal of threats utilizing Avast

● Volunteer with Hawaii Annual Code Challenge (HACC) - a hackathon (competition designed to resolve local business concerns HAWAII HEALTH SYSTEMS CORP. (HHSC) 03-2015 - 02-2016 IT Information Specialist: Provided technical support via Helpdesk standardized processes, practices and technology.

● Resolve technical /software issues for various environments/markets: Oahu and neighboring islands, Maui, Big Island (Hawaii).

● Ability to work independently as well as part of a close-knit team; Maintain confidential documentation.

● Take between 60-70 calls per day, various issues; Familiar with Call center software, process and procedures.

● Knowledge of Soarian Clinical/Horizon Clinical, Emergency Department Management (EDM), 3M, Citrix, VMWare Citrix Web software and/or applications

● Troubleshooting and resolution of Clinical software and hardware issues, user concerns, functionality, how to, error messages. TEK-SYSTEMS, and Various Agencies (contract-perm): ( Pro-Tech, Wellington) 02/2006 – 08/2014 Various Clients: (ADT Security, Baptist, Methodist, Harrah’s, Hilton, Service Merchandise, Int’l Paper) System Analyst / Project Management / Hard-Software Support – (Contract)

● Provided 1st level technical /software support for various Hospital, Casino, Hotel and other business

● Supported Afaria, Canopy, Cerner Millennium, C/A, MS Office, Call Pilot, Lawson, LPM, Pro-Scheduler

● Supported Citrix Metaframe, EPIC Registration/Billing, Star Navigator, McKesson, HCI, HPF, MediLinks, Dameware, Lync

● Participated in requirements gathering, business process mapping, business analysis with technical development projects

● Collaborated with Program Coordinator and CIO to gather intel for database management requirements

● Worked with IT Manager to ensure scoped of project; work with third party development vendors

● Assist with SDLC (Planning, creating, testing, and deploying systems) for JD Edwards application:time/order entry; purchasing; AP/AR

● Used Salesforce CRM and generate prospect lists; Convert CVS files to Excel; Import-Export data to Excel

● Created/managed user profiles in Active Directory; manage group profile and security access relationship

● Analyzed /troubleshoot user's software and hardware problems and provide viable solutions.

● Provided technical support for Orbit 3A and 5A customer shopping tracking equipment; Modified INI/CFG file

● Delivered excellent Customer/Client service: Managed 40-60 calls per day; tracked in Magic and/or Remedy; 70% resolution

● Received First Service Award Nomination for best Client/Patient service above and beyond expectations for 2013 & 2014 Education Overview

* Combined education equivalent to bachelor’s degree level with additional life and work experience Self-Study 2019-2021 -SalesForce/Trail-Blazer; Oracle Cloud Infrastructure(OCI) Architect Associate – ongoing on-line course Strayer Univ 2011-2014 - Part-time Student - January 2011 - Computer Science –System Security (course work) New Horizons 1997-1999 - HTML - Web Design, Photoshop, Flash- Network, CCNA, Oracle 9i Database; and A+ Hardware CSU-Chicago 1983-1987 - Board of Governor Bachelor Program* - Computer Science / Business Administration Microhard Tech 1993 - CNA Certified - Novell Netware 4.0 (1985) DBEDT Toastmaster 2017 - Presenting for Public Speaking; Group Secretary, Timekeeper References Upon Request

SUMMARY:

Very miled, peaceful manner, seeking same qualities in Management style; Seeking longevity until retirement. Dedicated, organized, able to prioritize, keep confidential matters confidential. Available with 2 week notice.

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