Customer Service Business Analyst
Resume:
Energetic, motivated, and goal-oriented individual committed to driving
operational excellence through teamwork and outstanding customer service. Operational Skills/Experience Technical Skills
• 17+ years of operational experience in
high tech industry
• Salesforce (SDFC) CCW, OWB, Egenie
SQL, UAT
• 3 + years in XaaS, HaaS, SaaS
• Business and data analytics to drive
continuous improvement
• SAP – CRM, Business Objects, BI4,
Finance Business Index,
• Jira & Rally project mgmt. tools
• 6 years of program/project mgmt. • Lucid charts and MS Visio
• Agile methodology • MS Office Suite
• Green Belt Lean Six Sigma • ServiceNow, Tableau
• Direct & Channel sales experience
Professional Experience
Enteprise IT Business Anaylst-Technology Solutions Group City of Durham November 2024 to Present Durham, NC
• Creating storyboards to analyze and communicate intricate business issues within an organization
• Ensuring technology procurement and implementation are aligned with both departmental needs and budgetary allocations
• Develop and implement solutions that directly address and contribute to the achievement of Durham's key goals for the Fiscal Year
• Submit formal business case proposals to the IT governance committee for their formal review and subsequent approval
Business Analyst-Pricing, Packaging, Growth Strategy Cisco Systems April 2023 to October 2024 Research Triangle Park,NC
• Responsible for updating and enabling offer attribution products for Cisco Plus Hybrid Cloud
• Creating test cases and enabling rules for new product offer launch in Cisco Plus Hybrid Cloud
• Creating workflow on existing processes and providing future state workflows for process improvement on Cisco Plus Hybrid Cloud
• Identifying areas of improvement and drive product mapping of misaligned skus
• Data cleansing of product bundles reports to ensure alignment to financial framework Business Systems Analyst-Continuous Improvement Operational Excellence RedHat February 2022 to April 2023 Raleigh, NC
• Responsible for managing Agile Sprint Stories in Jira and documenting acceptance criteria to create work estimates.
• Documenting existing workflow processes and creating future state for process improvement. Ken O. Johnson
*******.*******@*****.***
1008 Spacious Skies Durham, NC
• Drove weekly communication with project teams on progress, risks, blockers, and action items.
• Creating and providing updates on new or existing Knowledge Base Articles Project Manager-CX Digital Lifecycle Journey (Renewals-Global Analytics) Cisco Systems February 2021 to January 2022 Research Triangle Park, NC
• Managed Agile Sprint Stories in Jira and providing acceptance criteria to define work estimates
• Led all testing requirements and cadence calls to ensure completion of milestones Global Analytics-Commercial Business Analyst
Lenovo North America December 2020 to February 2021 Research Triangle Park, NC
• Measured and tracked commercial SMB share of wallet and buying power by geography Commercial Business Analyst - Customer Data Platform Lenovo North America October 2019 to December 2020 Research Triangle Park, NC
• Created alerts and notifications with specific scenarios for sales teams which enabled a more intelligent automation tool to help drive business revenue and profit Business Analyst-Advance Services
Cisco Systems August 2018 to October 2019 Research Triangle Park, NC
• Coordinated and consolidated requirements for possible business critical use cases
• Conducted and drove alignment of requirements across business stakeholders. Business Operations Manager
Stat 9 Technologies April 2017 to June 2016 Cary, NC
• Negotiated and coordinated with candidates, vendors, and clients for future employment opportunities
Business Analyst-Subject Matter Expert SaaS
Cisco Systems December 2015 to November 2016 Research Triangle Park, NC
• Created end-to-end user guide from product definition to set up to deployment of SaaS product with guidance of Cisco Commerce Workspace
Channel Program Analyst
Cisco Systems April 2014 to Dec 2015 Research Triangle Park, NC
• Established business management system to track and manage business partner payments though utilization of Cisco Commerce Workspace
Lenovo North America
Morrisville, NC
Partner Assist & Onboarding Specialist July 2013 to April 2014 NA Channel Sales Operations & Channel Strategy May 2010 to July 2013 North America Inbound E-Commerce Support April 2009 to May 2010 Large Enterprise Inside Sales Support Aug 2007 to April 2009 Education
University of North Carolina at Charlotte Charlotte, NC Bachelor of Arts in Theater and Event Management
Languages
English and Japanese
Linkedin Profile: Ken Johnson Profile
References available upon request
Contact this candidate