Business Analyst Project Manager

Diana El-Berry

North Charleston, SC Market 407-***-**** ************@*****.*** linkedin.com/in/diana-el-berry-23958622/

BUSINESS ANALYST

Highly adaptable analyst offering expertise in gathering information, documenting processes, and confirming final documents with users, providing best-in-class customer experiences, embracing innovation, and educating clients with technical changes, upgrades, and enhancements. Trusted business partner, effective communicator, and problem-solving project manager known for building and maintaining positive, productive relationships with internal/external partners at all levels/disciplines to perform detailed requirements analysis, document processes, and tackle challenging topics by explaining and simplifying to end users and seeking innovative ways to solve client issues. Collaborative leader and individual contributor who operates independently and as part of a team in fast-paced environments with demonstrated successes in partnering with cross-functional teams to explain difficult concepts to non-technical users, evaluate business processes, anticipate requirements, uncover areas for improvement, and develop/implement solutions that ensure timely completion of projects.

CORE COMPETENCIES

Languages - English / Arabic Best Practices Continuous Process Improvements Reporting Training Research Documentation

TECHNICAL PROFICIENCIES

Agile SAP ERP nSAP vSAP Peoplesoft Peoplesoft S4 Ariba Service Now Jira Slack Jabber Service Level Agreements (SLAs) Requirements Assessments Troubleshooting Quality Assurance Risk Identification / Mitigation Compliance Analytics Metrics Legal / Regulatory Guidelines

CERTIFICATIONS

Spectrum Level 3 technical support certificate, 2009 2010

EXPERIENCE

VERIZON, Lake Mary, FL July 2019 - Present

SAP ERP Help Desk Support Analyst, Hybrid Remote

Provided front-line Application and ERP support to all Verizon end-users in line with predefined Service Level Agreements (SLAs).

Responded to support requests via phone, email, and live chat communication channels and monitored the overall management of an incident or request through completion. All these reduced redirected tickets by 50% and improved SLA by 25%.

Assisted with Peoplesoft data migration to SAP S/4 Hana. This helped future deployments for a faster return on investments (ROI), and seamless transactions to improve the user experience.

Helped improve the Covid Ship to the home program at Verizon through automation, so employees can receive items to their homes seamlessly rather than using custom codes to recognize their home addresses.

Prioritized, escalated and routed incidents appropriately to other teams within the business.

Actively identified and communicated potential service improvement opportunities. I helped reduce the level of effort cost by 17%

Developed technical resources that helped strengthen the organization's self-service offering through automation and chatbots by 18%

Identified opportunities for end-user training and supported user training systems during implementations, upgrades, and enhancements and created Knowledge Base (KB) articles by 25%

Significantly shortening the learning curve by assisting with the Training Manual for New Hires by 75%.

Made strategic recommendations based on analysis and knowledge of system capabilities and end-to-end impacts on customers and technologies by 27%

Oversaw projects using Excel, including ALM testing, Regression testing, and financial analysis.

WORLD SERVICES, LLC., Orlando, FL August 2014 - August 2020

Arabic Medical Translator

Informed patients of the legal, medical, and business medical diagnosis

Informed patients of their results and any special paperwork requiring translations.

Diana El-Berry ************@*****.*** Page Two

HILTON GRAND VACATIONS, Orlando, FL December 2016 - July 2019

Service Desk Technician

Delivered exceptional results year-round in alignment with the Spirit of Service culture, driving company success through performance.

Influenced and gained the confidence of peers through mentorship, boosting morale.

Outpaced the volume of resolutions expected in a month, achieving the top 3 issues resolved among the team.

IQVIA HIGHPOINT SOLUTIONS, Tampa, FL April 2016 - December 2016

Service Desk Analyst

Assisted Pharmaceutical users with technical questions or issues, promptly leveraging various standard and proprietary software applications and hardware products.

Capitalized calls and emails, troubleshot/trended issues, and provided resolution / escalated to the next tier of support, reducing customer escalations.

Documented issues accurately, improving incident management and increasing productivity.

SUMMIT BROADBAND, Orlando, FL February 2015 - April 2016

Technical Support Representative

Educated customers on how to use digital phones, modems, routers, home networking, and maintenance through efficient troubleshooting.

Informed users by upgrading customers' accounts through bundling services that included internet, digital phone, cable, and home networking for Bulk communities.

Resolved business calls from hotels and other resorts with the essential troubleshooting needed to identify the facility's concerns.

SPECTRUM BRIGHTHOUSE, Orlando, FL March 2008 – August 2014

Networks Technical Care Professional

Educated users for Tier 1-3 technical support and troubleshot digital phones, modems, routers, home networking setup, and maintenance.

Decreased the Average Handle Time by assisting customers by resolving their concerns over the phone, using One and Done, and providing them with the best care.

Boosted sales by upgrading customers' accounts through bundling services, including the Internet, digital phone, cable, and home networking.

Influenced management decisions on providing feedback regarding the Tier 2 outsourced support team to improve quality and efficiency in call resolutions.

Mentored new hires on how to handle calls.

Recognized as the Employee of the Year, receiving an Award of Excellence in April 2012.

EDUCATION

Master of Business Administration (MBA) Candidate, February 2023

University of Phoenix, Online

Bachelor of Science, Computer Science

Rollins College

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