United States Business Analyst
Resume:
Louis Umensetter
San Antonio, Texas 78251 United States
***********@*****.***
PROFESSIONAL EXPERIENCE
Optum Inc, San Antonio, Texas United States
Senior Business Analyst, August 2021 – August 2024
Acted as the key liaison between Project Managers and technical teams, driving successful delivery of multiple high-value projects.
Elicited and documented project requirements from stakeholders, technical teams, and vendors, ensuring comprehensive and accurate project specifications.
Authored and maintained detailed Project Requirements Documents, contributing to clear communication and project alignment.
Developed and updated policies, procedures, and knowledge base articles for ServiceNow, improving operational efficiency.
Generated and analyzed ServiceNow reports and filters to identify and address weaknesses in business processes, leading to actionable improvements.
Oversaw management of Infrastructure BSA resources using ServiceNow, optimizing resource allocation and project execution.
Coordinated project assignments for BSAs through Teams meetings and ServiceNow, ensuring effective team management and project tracking.
USAA, San Antonio, Texas United States
Problem Manager, December 2020 – August 2021
Managed the end-to-end problem lifecycle, from initial identification to resolution, enhancing operational stability.
Handled over twenty complex problems in a personal queue, ensuring timely and effective resolution.
Assisted in the analysis of problem metrics, contributing to improved problem management practices.
Pioneered predictive analytics modeling using Python, providing advanced insights for proactive problem resolution.
The Huntington National Bank, Columbus, Ohio United States
Business Analyst, May 2013 – November 2019
Revised and created new procedures to accommodate evolving operational requirements and software updates.
Managed incidents, tasks, reports, and the knowledge base using ServiceNow, ensuring efficient operations and documentation.
Led the transition of the document repository from SharePoint to ServiceNow knowledge base, streamlining access and management.
Collaborated with application groups to ensure documentation accuracy, currency, and usability, enhancing operational support.
Guided operations in adherence to ITIL standards, promoting best practices and operational excellence.
Conducted data analysis to evaluate operator workload, facilitating informed decisions on workload adjustments.
Monitored and analyzed key performance indicators for IBM z/OS mainframes and ASG-ZENA distributed systems.
PARAMOUNT APPAREL INC, Bourbon, Missouri United States
Training Manager/Assistant Shift Supervisor, Jul 2011 – April 2013
Conduct orientation sessions and arrange on-the-job training for new hires.
Collect and analyze production data to ensure maximum productivity versus efficiency.
Analyze training needs to develop new training programs or modify and improve existing programs.
Assist in the daily supervision of a shift consisting of 50+ personnel and equipment, producing thousands of printed garments for Nike and other companies
ARTFX INC, Norfolk, Virginia United States
Technical Development Manager, Jun 2009 – Jul 2011
Gather and organize information on problems or procedures.
Analyze data gathered and develop solutions or alternative methods of moving new products into production.
Develop testing and evaluation procedures.
Confer with personnel concerned to ensure successful functioning of newly implemented systems or procedures.
UNITED STATES MILITARY (AIR FORCE/ARMY), United States
Systems Administration Lead, Dec 1999 – Jun 2009
Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies.
Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
Design, configure, and test computer hardware, networking software and operating system software.
Maintain network integrity in remote locations (Iraq and Afghanistan).
CERTIFICATIONS
IITL v3 Foundations
SKILLS
Over 18 years working with Microsoft Office applications including Excel, Access, Viso, and Word.
Over twelve years writing operational procedures with a focus on use by first line colleagues.
Two years C#/.Net/WPF building application to aid in gathering metrics and creating reports.
Five years BSA experience
Five eight years ServiceNow experience including, reports, filters, dashboards, knowledge base, ticketing, notifications, and APIs.
Ten years customer service working with both internal and external customers.
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