Experienced Business & Systems Analyst

Anthony R. Small

**** * **** ****** ******: 718-***-****

Brooklyn, NY 11234 E-mail: ****@******.***

Education:

Bachelor of Science in Computer Science, January 2001

Thomas J. Watson School of Engineering and Applied Sciences

Binghamton University - State University of New York

Work Experience:

Donovan Data Systems - Leading systems and software provider to the advertising industry 01/2007 – Present

Business/Systems Analyst

• Answer, evaluate and prioritize incoming telephone calls, voicemail and e-mail from media agencies.

• Interview users to collect information about problem and lead user through diagnostic procedures to determine source of error.

• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

• Log and track calls using problem management database, and maintain history records and related problem documentation.

• Prepare standard statistical reports, such as help desk incident reports. Analyze and evaluate incident reports and make recommendations to reduce client accounting help line incident rate.

• Consult with product development to explain software errors or to recommend changes to programs.

• QA & test software updates before field deployment.

• Write or revise user training manuals and standard operating procedures.

• Train users and staff on DDS released software on-site or in classroom.

Sereniti Inc. - VC funded start-up providing Managed Services for the digital home 05/2005 – 09/2006

Client Services & Operations

• Lead on client relations; manage client expectations and technical/network troubleshooting for Serenti’s product.

• Point of contact for escalated technical issues unresolved with Tier 1 Help Desk Support.

• Define and document CRM specifications for Sereniti's ERP system (NetSuite) for customer support, sales orders and offshore helpdesk.

• Reported weekly analytics to the executive team on AOL Market Trial and Beta users' support cases, system bugs and resolutions; monthly reports on company hardware logistics and inventory status.

• Create Standard Operating Procedures (SOPs) for use of the ERP System (NetSuite) sales ordering process, logistics and inventory management, RMAs & support call logging

• Supported live sales demos off-site for current and potential partners and investors.

• QA helpdesk technicians on customer support, troubleshooting practice and technical knowledge of product and business processes.

• Actively monitored and communicated directly with AOL Beta Team Members nationally using Sereniti’s product in its various testing stages with system bugs, usability and enhancements.

C3i, Inc. - CRM, IT and fulfillment services for Life Sciences vertical 01/2001 - 10/2004

Siebel System Analytics (2001-2004)

• Define and document all Siebel Systems Administration processes and business workflows into Standard Operating Procedures (SOP)

• Train and certify team members on these processes as defined in SOPs

• Knowledge transfer liaison between the client and upper tiers to helpdesk level I and level II technicians

• System/QA Testing - analyzed, created testing scripts and thoroughly tested new software for Siebel system upgrades and deployments

• Worked to determine and resolve system bugs and malfunctions with client's system analysts, engineers and administrators

• Perform daily and weekly Siebel administration tasks supporting over 8,000 sales representatives remotely from C3i, as specified in client standard operating procedures (SOP) documentation

• Admin of territory module, product module, new/terminated users, mobile clients, workflow manager, database extracts, syndicated data files, monitor server processes (start/shutdown) on 15 production servers

• Perform ad hoc queries in client's Siebel system, upon request from client business contact

• Thoroughly document all activities in the C3i Siebel Admin Production Log

• Assist helpdesk technicians troubleshoot Siebel or configuration bugs and resolve data integrity issues

• QA helpdesk technicians' calls, call logging and troubleshooting skills

Methodologies/Training

The Software Development Life Cycle (SDLC)

Siebel 7 Requirements Mapping for Business Analysts

Technical Capabilities:

DDS Netpak, Spotpak & Printpak, SQL, XML, HTML, NetSuite, Adobe Flash & Photoshop, Siebel eBusiness 2000, Siebel eBusiness 7, Siebel Tools,

References: Furnished upon request.

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