Business Analyst Project Manager
Resume:
Lauri L. Rogus
**** ******** ***** ********, **
Certifications ITIL v3 Expert
Sig Sigma Green Belt
Education University of Evansville Bachelor of Science – Athletic Training
Ivy Tech State College Associates of Information Technology
Work
Experience CBTS July 2019 – Dec 2019
Business Analyst
In this Business Analyst Role, I was responsible for the creating Business Requirement Documents as well as documenting Functional Requirements for various projects. The projects varied in complexity from simple to complex Enterprise projects.
To create the BRD and Functional Requirement documents, I met with both IT resources and end user business resources. I scheduled, lead, provided follow up notes, and submitted status reports for all necessary meetings.
Pomeroy IT Solutions / Getronics July 2004 – July 2019
Print Manager
As the Print Manager, using ITIL principles I designed and implemented managed print solutions that included automated tools and met high security requirements. I was responsible for all aspects of the managed print solution which included: end user requirements, architecture design, documentation, training, implementation, problem management, incident management, change management, and daily operational support
Other responsibilities included developing marketing campaigns and hosting vendor sponsored events.
Incident Management / Problem Management
Using multiple ticket tracking systems, I used ITIL principles focus on incident management and problem management to achieve fewer incidents, quicker return to service speed, updated knowledge databases, created documentation, and improved end user experience
Business Analyst
In the Business Analyst role, I led the Operations Team with incident management, root cause analysis and continual service improvement. I lead weekly operation status calls for multiple account teams and led quarterly business reviews for both the Client and our internal account team. I also owned all aspects of the Client relationship to ensure we were meeting their expectations as well as growing services we provide.
Project Manager
As a Project Manager, I have led several teams in designing, installing and configuring multiple solutions, collaborated with numerous groups regarding enhancing enterprise technology infrastructures, and developed operational solutions to manage multi-vendor environments. Additionally, I coached, trained, and mentored team members; interfaced with customers daily and provided daily, weekly, monthly, and quarterly reports documenting the project status.
Worked as the Engagement Lead for multiple clients across multiple projects. This work lead to Pomeroy being name “The Managed Print Partner of the Year” in North America.
Operations Analyst
As the Operations Analyst, I was responsible for daily reporting exercises for financial metrics as well as operational metrics. I was also responsible for approval of budgeted headcount resources. I participated in weekly team meetings as well as lead executive team calls. In this role I also assisted with various projects such as the Company ERP Project as well as managing several Project Service Desks.
Solution Development Proposal Manager
As the Solution Development Proposal Manager, I managed all Service Bids for new business by assigning the correct resources to complete the bid, making sure all deadlines were met during the process, let Executive Review Calls and ensured that the bid was printed and submitted to the Client.
Applications Manager
As Applications Manager, I was responsible for the management of multiple complex projects to streamline processes used by employees to submit timecards. These projects automated many previously used manual processes, which eliminates error, cost, and resources. I was also the business analyst - a liaison between the business line and the application team to provide the best possible utilization of technologies. I actively participated in testing and implementation of any application enhancements. This role also allowed for me to provide end user training to all levels within our organization. I was also involved in with the implementation of SAP into our organization. I contributed as a Subject Matter Expert with the HR, Project Systems, and Service Management SAP Modules.
Operations Manager
As the Operations Manager, I successfully managed all operational aspects of an international 24 x 7 help desk call center. I was responsible for making certain that all service level agreements were met for a variety of customers. In this role, I demonstrated my ability to maintain staffing levels and continuously work to improve productivity and profitability. Under my leadership, the department grew to a staff of over 80 analysts supporting more than 45 clients. I led incident management teams and problem management teams. I was also the point person for all department HR related issues and worked with other team leads to ensure that policies were followed in a fair and consistent manner.
Fifth Third Bank December 2001 – July 2004
Desktop User Support Help Desk Supervisor
As a Desktop User Support Help Desk Supervisor, I managed many aspects of technical support for the internal employee desktop help desk. This required the successful staffing, training, incident management, problem management, and maintenance of the department. I ensured that all issues were escalated and addressed according to set service level agreements. To improve the quality of service provided to our customer, I developed and successfully implemented quality control reviews and performed annual employee performance evaluations. In this role I also developed training material and maintained knowledge database documents that were used by both support staff and the end user. I demonstrated my leadership ability by providing career development guidance. The development of business continuity plans along with an employee processes and procedures document were also projects that I successfully completed while holding this title.
Out of 1,400 Information Technology Division employees, I was selected to join a committee of twenty peers to develop career development for the division. As a charter member of the Career Ladder Team, the project required me to not only research and write over 20 technical job descriptions for the IT Division of the Bancorp, I furthered the project by developing logical career progression mapping. To complete the first phase of this project, I participated in training sessions for all levels of the organization. The framework created by this group effort has since been rolled out to other divisions with this organization.
Help Desk Support Specialist I December 2000 – July 2002
As a Level I Help Desk Support Specialist, I answered incoming customer inquiries via telephone concerning network password, telephony, voice mail, printing and computer related issues.
Fifth Third Insurance Services August 1999 – December 2000
Automation Specialist
As the Automation Specialist for the Personal Lines Insurance group, I successfully completed the installation of new software and the installation of enhancements for existing applications. In this role, I also created application documentation and providing end user training sessions.
Account Executive
As an Account Executive, I completed all policy renewals and answered any questions generated by the customer. I provided accurate data entry and excellent customer service.
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