Business Analyst Data Analysis

Kim Pharr

Charlotte, NC

PROFESSIONAL EXPERIENCE

***Gap in resume is due to pursuing master’s degree October 2024- Present***

Bank of America- Charlotte, NC

Contractor October 2024-November 2024

Business Analyst

Support performance monitoring metrics and reporting for APSE.

Performance metric governance for APSE- coordinate Go to Green planning for App or central remediation teams where metrics are non-green

Responsible for planning, coordinating, and delivering defined deliverables and collaborating with multiple teams such as a project or smaller programs.

Maintain procedures and activity documentation

Support Documentation of remediation plans. Outlines the actions that will be taken to move the control to satisfactory performance for any rating of needs improvement or unsatisfactory.

Reporting and Data Analysis – in-class data views to aid in portfolio management by APSE App teams, CIO app teams, Management and Governance

Document APSE approach to control performance gaps where performance metrics have discrepancies.

Wells Fargo - Charlotte, NC

Contractor December 2022 – April 2023

Data Management Associate

Utilized ServiceNow as part of the STORM system to process and audit SLA cases, ensuring accuracy and compliance with data management standards while meeting strict deadlines for high-priority tasks.

Created reports in advanced Excel functions (pivot tables, VLOOKUP, macros) and tools like Tableau and SQL for data analysis, reporting, and aggregation.

Used my advanced proficiency in sorting data, utilizing pivot tables, VLOOKUP, and essential formulas. Experienced in managing and organizing large datasets, creating graphs, tables, and automating tasks with macros.

Proficiently used Microsoft Office, ServiceNow, and CRM tools, supporting a wide range of IT service needs.

Assessed data controls, identify inefficiencies, and implement corrective actions to streamline processes.

Leveraged Solis, Qualtrics, and Tableau for data analysis, survey management, and generate insightful reports.

Processed and tracked high-volume SLA cases in the STORM system, prioritizing tasks based on urgency and audit deadlines.

Collaborated with cross-functional teams to resolve discrepancies within the system, maintaining data accuracy and consistency.

Conducted quality checks on STORM-related data to ensure seamless integration with ServiceNow for accurate case tracking and reporting.

Monitor data governance and compliance metrics, contributing to the successful resolution of multi-faceted data issues.

Analyzed, assessed, and tested data controls and data systems to ensure quality and risk compliance standards within ServiceNow.

Performed tactical and routine data quality, metadata analysis, governance activities, and remediation.

Supported communications with basic documentation related to requirements, design decisions, issue closure, or remediation updates.

Monitored data governance, data quality, and metadata policies, standards, tools, processes, or procedures to maintain common data control.

Supported managers on the execution of tasks and steps throughout the issue remediation life cycle for data issues.

Interacted with and processed data as provided by third-party providers.

Created cases in ServiceNow, assigning RIF authors for approvals, and completing each task that populates within the case for migration completion.

Researched information about the data for processing, analyzing data from the resource tool called Business Repository Compliance to pull the correct ID case for escalation.

Performed SQL tasks such as updating data within ServiceNow on a database or retrieving information to communicate the program language in the database.

Medtronic - Mounds View

Contractor March 2022 – October 2022

Business Process Analyst

Provided database support for CRM’s resource management system (Resource First).

Assigned proper access rights (viewer or editor) to individuals.

Updated organizational changes and provided technical troubleshooting support.

Planned, performed, and implemented process improvement initiatives such as diagrams and evaluated existing processes.

Organized, led and facilitated cross-functional project teams, developing metrics that provide data for process measurement.

Used SharePoint and Salesforce for content management, team collaboration, and customer relationship management.

Used SAP, AX, and QuickBooks for financial reporting, accounting processes, and operational management.

Proficiently managed complex data migration projects with IM/PEGA, ensuring seamless data transition and integrity.

Collected data to identify root causes of problems and measured performance against process requirements.

Provided consultation on the use of reengineering techniques to improve process performance and product quality.

Delivered presentations and training courses, including measurement, analysis improvement, and control.

Navigated within the system using Qualtrics, SharePoint, and Quebec software to help create surveys and generate reports for daily data processing and metrics purposes.

Collaborated with cross-functional Managers on projects requiring access rights for actual reports, GPS, 10Q planning, and answering questions for all assignments.

Organized flowcharts, selected pictures and diagrams to help visualize and understand the data for massive complex projects with Visio software.

Monitored or tracked a large scale of data through Teradata software to improve the outcomes for our project managers.

Truist Bank: Raleigh NC

Contractor June 2020 – December 2021

IT Support Specialist II

Addressed escalations from incident tickets related to hardware, software, and troubleshooting on new devices for workstation setups.

Tasked with developing and maintaining

SunTrust and BB&T documents, configuring them into the knowledge base dashboard for strategic planning on ticket escalation processes.

Engaged in the creation of "How to" documents and Guide Reference materials to facilitate step-by-step client support processes.

Conducted extensive research to update and revise documents, using SharePoint to expedite the search process with specific keywords for better content relevancy.

Played a key role in project support by ensuring documents in SharePoint were current and met the necessary standards for inclusion in the knowledge base tool.

Facilitated collaboration across departments to meet project goals, with a significant focus on article migration into the ServiceNow (SNOW) database for accessibility by virtual agents, teammates, and clients.

Prioritized every incident as high, employing SharePoint and Tableau to source original documents or simplify data presentation for easier understanding by clients.

Leveraged Salesforce CRM to enhance IT support capabilities, offering insights into client activities and supporting organizational tool management through cloud solutions.

Utilized VLOOKUP for efficient data organization related to incident tickets.

Engaged in data migration tasks using FileNet software for secure document storage, PDF conversions, and migration to different databases.

Undertook User Acceptance Testing (UAT) to ensure software and hardware issues were appropriately addressed before finalizing document creation for production use.

BANK OF AMERICA - Charlotte NC

Operational Specialist ll - Contractor June 2019 – December 2019

Migrated massive projects assigned to me through an excel spreadsheet regarding documents processed through the PEGA migration database. Each document is formatted into words, source code needed changed within the document for better reading. Each source broken in the article of migration gave information of words, numbers, letters, and symbols that made migrating more legible for our clients. Each document requires contractors to help standardize processes into new templates and migrate to new repository documents from the SharePoint site and Tableau that stored the files needed.

Entering data to process documentation into new templates that require deadlines, compiling, verifying accuracy, and validating information to prepare source data for entry.

Reviewing data for deficiencies or errors, correcting any incompatibilities, and checking output. Along with publishing and auditing our documents for approval.

Gathering massive data from different databases such as Tableau, Jira, and SharePoint to help organize, share, and access stored information from any device to process data as well as copy and paste content between the two. In SharePoint If I was not able to find the file to migrate Tableau also stored similar files that happen to move between content management to analyze data.

Responsible for averting or facilitating the migration of data using the PEGA Data migration tool. Moving data to migrate into the PEGA database, replat forming data, relocating data in a wide range of situations so that I can, for example, evaluate the source, target the systems, and then create detailed data to migrate to execute the migration for end users to understand the transition more efficiently.

Documenting data required a lot of Content Management processing due to the collecting of the data, managing, and publishing the articles for approval. When I gathered the data or digital content all the information had to be stored in the ECM or WCMS. For me to reflect or have control of the content that is being processed I needed to be able to update, change, or even delete any images etc... to keep the level of organization.

Using SQL to update data on different databases for project management, finance, and functional management to help create projects that required creating and retrieving information pertaining to forecasting and actuals. As well as separating data into different columns and rows for quicker access, updates, inserting, and modifying data efficiently.

Press Ganey Associates - Charlotte NC

Data Migration Analyst - Contractor October 2018 – March 2019

Worked with clients in gathering business requirements for data migration needs filtered, sorted, and conditionally formatted, by using pivot tables that allowed me to extract a significant amount of data to analyze.

Worked with subject matter experts and project team to identify, define, collate, document, and communicate the data migration requirements.

Prepared data migration plans including migration risk, milestones, quality, and business sign-off details.

Managed assigned risks and monitored potential impacts as part of the auditing team for corrections of each project within the SAP system to check its security and data integrity.

Change Management was common; each survey that was created had to reflect implementation change within both internal, and external communications with the customers involved. Their feedback was the initial understanding of the process of the various stages that was required to get results.

When creating surveys, FileNet was used to convert the data migration for capturing, managing, and the content used to store information collected from that data to process the surveys.

EDUCATION

WGU University

Master’s degree in data analytics engineering – Anticipated graduation 2026

oThe Data Analytics Journey uses the analytics life cycle to conceptualize the processes, tools, and techniques for implementing data analysis, data engineering, and decision process engineering. Students gain fluency in gathering requirements, asking business questions, establishing evaluation metrics, identifying communication models, and aligning the analytics project outcomes to business goals. This course presents an overview of the various tracks offered in the program and the career options in these specializations. There is no prerequisite for this course.

University of Phoenix

Bachelor of Science in Human Services with a concentration in Management

Associate of Arts with a concentration in Psychology

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