Business Analyst It Support

Perri Williams

Sacramento, California

916-***-**** • ******@*******.*** • linkedIn.com/in/perri-williams

Change Management Analyst

Proven results as a Change Management Analyst and Business/Marketing Analyst. Solution provider in a global multi-platform environment by resolving complex technical & business issues through analysis, planning and communications oversight. Successfully delivering on-time business process, software solutions, building while promoting synergy across sales, business units and customers.

Areas of Expertise

Building collaborative relationships with business partners and cross-functional departments resulting in positive outcomes for product health and sustainability delivery solutions.

Process Improvement managing critical deadline-driven projects with direct and globally dispersed teams.

Knowledgeable corporate policy/procedures and applying Sample Solution Applications to CIP Enhancement projects gathering required Test Scripts, executing UAT testing, stabilization process administration, divisional market data quality, and New Product Planning module.

Use interpersonal and communication strengths leveraged to train users, troubleshoot system issues, and ensure total client customer support satisfaction.

Professional Experience

Wells Fargo 04/2019 - 2022

Business Technical Service Analyst

Develop incident tracking methodologies, call flow processes, and performance tracking standards to correct technical problems.

Institute a positive help desk experience for customers to resolve issues and provide accurate information evidenced on Shared Success.

First-level and efficient technical support to end-user on products/services, and basic usage under service level warranty.

Data integrity analysis by reviewing inconsistent transactions that may potentially affect internal and/or external customers.

Intel Corporation, Folsom, Ca, 2000 - 2016

IT Support Business Analyst (2010 – 2016)

Developed effective functional methodologies for data acquisition, implementing strategic projects. Liaison between business, technical, and non-technical teams - applying effective communication and continuous process support. Managed support desk communications, as well as communications to all active users. Developed working strategies within agile methodologies.

Collaborated with diverse stakeholders as well as designers in prototyping the system for enhancing visual processes, operations, workflow, test scripts, and user acceptance testing. Supported product managers from planning, executing, closing phases to controlling all system development life cycle.

Key Accomplishments:

Provided key data of product health to provide data analysis tool for root cause/resolution with global stakeholders.

Identify and drive analysis of complex business problems and potential risks/issues; defined, resolve issues, and create impact assessments.

Developed ongoing product performance reviews, valuation report & proposed improvement plans. Identified, researched, analyzed and documented sponsor/stakeholder needs.

Constructed new core software capability from requirements through design, presiding over backlog, maintaining priority, defining acceptance criteria to created test scripts to managing functional end-to-end testing.

Develop training content, conducted Train-the Trainer and user training sessions worldwide.

Marketing Business Analyst (2000 – 2010)

Applied analytical skills to Worldwide Pricing division. Led updates with quarterly price changes involving Finance and Product Marketing members. Tier Customer Master Purchase Agreements to ensure service level contract standard compliance.

Developed and implemented Sample Process to drive customer design wins. Improved loaner board return to drive legal compliance.

Key Accomplishments:

Established published OPDs pricing audits with <2% error rate with accurate pricing of material master numbers while converting pricing to SAP system. Led Stakeholder Quarterly reviews.

Delivered $3.1M cost saving results in Corporate Line-Item Data Quality and improved Customer Satisfaction.

Managed newly designed team of five to standardize product set-up across multiple business units. Executed governance for managing material master setup.

Migrated manual procedures to an automated business process to change material master number sales status codes for End of Life (EOL) Product Change Notifications (PCN). Resulted in 435K$ return on investment savings over three years with 75% automation process.

Chaired Business Unit Change Management during 2005/2006 for Corporate Quality Network. Co-Chaired team of seven to improve representation from each business unit. Volunteer Team membership increased by 40%, to improve Change Notifications to our internal and external customers by 90% for Form-Fit –Function and Product Discontinuance communications for internal and external customers.

Education, Certification, and Awards

San Jose City College, San Jose, California

Business Administration

— Certifications —

Lean Six-Sigma Green Belt, 2014

— Professional Development —

Change Management Analyst

Customer Business Analyst

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