Business Analyst Project Manager
Resume:
Anthony V. Arenal ********@*****.***
https://www.linkedin.com/in/aarenal/
EXPERIENCE
Manager, Planning & Administration Support Feb. 2020 – Present Warner Bros Discovery, Burbank, CA.
● Directed twelve team members: eight Desktop Analysts and four Administrators who handle analysis and support and administration of tickets.
● Improved performance reports to be presented to upper management
● Spearheaded relations between WBD management, staff, vendor, and customers, to decrease issues and exceed timely resolution for customer satisfaction
● Created job quotes for out-of-scope projects to determine cost and effectiveness of venture along with spearheading and staffing tasks
● Supervie administrators on handling support ticket assignment, scheduling equipment installs, moves and pickups
● Presented departments statistical information regarding ticket resolution, breaches, time to resolve, etc. to global team to reflect on our monthly performance
● Managed the Human Resource division as their Desktop Analyst while managing the team
● Project Manager for all HR and other divisional projects Supervisor, Lead Business Analyst June 2018 – Feb. 2020 Time Warner, Burbank, CA.
● Managed eight Desktop Analyst while performing analyst duties as well.
● Handle administration of requests, issues and gather job related data to increase mission satisfaction
● Handle review of escalation from upper management, analysts, and customers
● Generate performance reports on staff to increase performance
● Analyst duties were to administered servers for customer, ticket resolutions or escalation, collect information for jobs, performance analysis on necessary hardware or software needs for customer satisfaction and increase job performance, and generate orders for computer related items Supervisor, Lead Advance Tech/Lead Business Analyst June 2015 – Feb. 2018 Time Warner, Burbank, CA.
● Led twenty-three technicians supporting WB US territories and Canada locations
● Handling ticket escalations for timely and effective results
● Increasing technician technical skills by providing guidance on various tickets
● Spearheaded support calls for executives and other customers
● Led in various projects and trained others on skills needed to oversee future developments
● Escalation point for troubleshooting issues for all US territories, Canada locations and assisted with international locations as well
● Train all new Business Analyst and mentor them through their career Supervisor, Desktop Lead Support Analyst Aug. 2009 – June 2015 CompuCom, Burbank, CA.
● Spearheaded the management of twenty-five staff members: technicians, administrators, logistics, imagers, and installers
● Managed various customer accounts to increase technical resolution while decreasing ticket resolution time
● Generate performance reports for internal upper management and our various customers
● Led the review of ticket volume and SLAs of staff to decrease any breaches and increase timely resolutions
● Oversaw all customers escalation for staff members on our assigned accounts
● Led the liaison between CompuCom and customer management for all computer related issues, tasks, and plans
● Created quotes, assigned staff, and led out-of-scope projects to be reviewed and approved by our customers
● Perform technical support for onsite and remote location and handled work and team with logistics, imaging, installs, moves, and support
● Train all new techs on process and procedures and mentor them through their career
● Supported POS systems and upgraded equipment to new secure network. SKILLS
● Project Management ● Communication
● Management (ITSM) ● Technical Writing
● Technical Expertise ● Ticketing System (Remedy, ServiceNow, etc.)
● Problem Solving ● Service Desk Management
● Administration ● Executive Support
● Server Administration ● Asset Management
● Cyber Security (Desktop Level)● Service Desk Management
● Logistics ● Escalation Management
EDUCATION
Bachelor of Science in Business Administration
Computer Information Systems
California State Polytechnic University, Pomona
A+ Certification, Project Management, Active Directory (MMC/SMC), Microsoft Servers, Windows and Macintosh OS, Remedy, ServiceNow ACTIVITIES
Warner Bros/Warner Bros Discovery
● “CARROT” Award – Warner Bros bestows this award to employees under the recommendations of the customer’s division and MIS department in recognition of outstanding work performance
● STELLAR Award - Thank you for going above and beyond in supporting the Warner Bros Discovery CompuCom
● “Zap Reward”– CompuCom management awards the Zap Reward to employees for recognition of outstanding work performance Southern California Edison
● “Commitment to Excellence” Award – provided by the Southern California Edison to those who repeatedly go above and beyond
● “Quality Service” Award – provide by Southern California Edison Steam Gen division for Exceptional Client Quality Service
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