Business Analyst, Project manager
Resume:
Priscilla Gill
Westerville, OH 43081
SUMMARY PROFILE
Highly dynamic, well-organized, and customer-focused progression with more than 15 years of extensive experience in providing quality customer service in highly competitive environments equipped with 10 years of expertise and formal training within the areas of incident, change, release management, and production assurance. Highly regarded for exceptional leadership capabilities particularly in the areas of team building and process improvement. Exemplified outstanding problem solving and active listening skills; able to diffuse complex situations with tact and ease.
AREAS OF EXPERTISE
Process Improvement / Optimization
Needs Assessment / Client Communication
Data Integrity / Management /Reporting
Release, Incident and Change Management
Staff Training and Development
Client and Staff Relationship Building
PROFESSIONAL EXPERIENCE
PROCESS CONSULTANT/ INFORMATION TECHNOLOGY ANALYST
JPMorgan Chase Columbus, OH 2004- August 2011
Served as core team member in the migration of personnel from IBM, AT&T, Bear Stearns, Zurich Life, WAMU, and JPMC with diverse processes and various applications to one Global Process and 2 Tools for incident, problem, and change management associated with information technology.
Collaborated with the training team and various business units to determine training requirements and provide assistance in documenting /online training needs to be updated prior to process updates or tool enhancements.
Oversaw training of personnel for the migration effort in both the United States and international platform.
Establish and promote open line of communication with culturally diverse clientele to effectively determine common ground for issues and tasks requested.
Creates business requirements and tests as well as conduct regression, UAT and validation testing for releases.
Accurately maintains data for the change management application.
Serves as an active member of the Global Change Event Management Process Team engaged in determining, developing, and implementing process improvements and tool enhancements.
Render on-call support to Incident Management on top priority issues.
Identify and address issues/questions associated with the Change Management application and its processes; assess common data issues with the program, provide primary resolution, and make necessary changes to documents on behalf of users should process and audit requirements permit.
Career Highlights
Worked with 16 lines of business within JPMC internationally to acquire knowledge and prepare draft reports regarding end users’ needs; dealt with the release process from writing requirements through testing and validation.
Authored reference materials and collaborated with the Training Department to keep training documents, web-based training, and interactive training updated.
Personally coached and mentored staff that was based in England and Scotland as well as conducted online training for employees working across Tokyo, Singapore, and Hong Kong.
Rendered competitive documentation supporting audit requirements on a semi-annual basis for the assigned group for the past four years that includes 32 areas in need of assessment and support.
Accurately maintained business continuity/disaster recovery documentation up-to-date and held training for the group yearly.
Handled incident and coordinated with the LOBs to generate necessary data enabling proper resolvers to get involved in all problems that would occur.
Provided weekly and ad hoc reports for all lines of business to determine their data setups and to find particular records.
TECHNICAL PRODUCTION CONSULTANT / PRODUCTION ASSURANCE MANAGER
Bank One, NA and AT&T Solutions (in-sourced 2002) Columbus, OH 2000-2004
Rapidly communicated and documented top priority (mainframe, midrange, desktop, voice and data) issues causing great impact to customers and/or internal clients.
Conducted training and provided assistance to new staff members on production assurance process and tasks as well as on data and voice centered issues.
Functioned as an active member of the Enterprise Incident Management Process Team.
Career Highlights
AT&T Solutions: Assumed responsibility for representing the revolving line of business on incidents that involved an impact of more than $500K or 750 clients. Ensured that the problem was properly defined and the resolver involvement was appropriate. Notified concerned parties in efforts to provide impact and progress toward resolution.
BankOne, NA: Led the transition of the staff to a new process; negotiated with clients who were either resistant due to hostility or due to fear of change or, otherwise, needing time to assimilate the change within them.
TECHNICAL TRAINING CONSULTANT
Columbia Gas of Ohio Columbus, OH 1996-2000
Served as project manager charged with full responsibly in creating DOT compliancy focused training in classroom, video, and CD-ROM formats.
Handled the negotiation of contract with Dayton Power and Light allowing COH to provide certification to DPL employees, contractors, and plumbers in plastic fusion and mechanical joining.
Functioned as trainer for soft skills and “hands-on field technical training” in a five-state area for Columbia Distribution companies.
Provided internal customer consulting in order to gain and maintain their business through needs assessment work, training development, and delivery.
EDUCATION
Master of Business Administration (MBA) Franklin University, Columbus, OH
Bachelor of Arts in Social Work Ohio University, Athens, OH
PROFESSIONAL DEVELOPMENT
PASD Training (Problem, Analysis, Solution, Design)
Survival Skills for Analysts
Facilitation Skills Training
ITIL Foundation Certificate in IT Service Management
AWARDS AND HONORS
Garnered various customer service awards and recognition from Bank One, AT&T, and Columbia Gas of Ohio
Honorably discharged from the Ohio Army National Guard
TECHNICAL EXPERTISE
Proficient in Mercury Quality Center, HP ServiceCenter, Microsoft Office Suite, Snagit, and Lotus Notes
VOLUNTEER WORK
Sterling House Assisted Living Facility Westerville, OH
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