Business Services Analyst Advanced

Terry D. Clark

*** **** **** *****, ****** Hill, Indiana 46914

765-***-**** (Mobile Phone) 765-***-**** (Residence Phone)

CAREER SUMMARY

· Senior IT Professional looking to apply my skills of Team Leadership and Organization and apply the skills of Problem Solving, Project Management and Data Analysis to exceed in a Challenging environment.

TECHNICAL SKILLS

Software: Microsoft Excel, Word, PowerPoint, Visio, and Outlook

Operating Systems: Windows XP

Database: Microsoft Access

WORK EXPERIENCE

EDS, Kokomo, IN 1985 - 2008

Delphi Electronics and Safety Division, Kokomo, Indiana Account

Business Services Analyst Advanced

· Responsible for Global Physical Inventory of IT Assets Project

· Validated all IT Asset Data (220,000 devices)

o Maintained requests for data submissions

o Resolved data inaccuracies and various issues

o Worked directly with client for data resolution

o Met all Service Level Agreements, avoiding $200K in penalties

· Created MS Access databases to perform data validation

· Interfaced with internal and client global support teams to maintain project schedule

· Acted as Point of Contact for all data questions with both internal and client teams

· Assisted with reconciliation of vendor service invoicing

· Performed Project Manager responsibilities on various projects

o PC replacements (2000 devices)

o Software Conversions (4000 users)

o License Management Resulted in over $100K in savings

· Maintained documentation for 35 networking closets on the campus

· Responsible for and maintained access for computer rooms and network closets on campus

· Reviewed all access groups permissions on NT File system

· Conducted Customer Surveys for client.

· Participated in SOX Audits for access to systems and rooms

· Provided data and information to various Six Sigma teams.

· Responsible for Change Control submissions for projects

Business Analyst Advanced

· Assisted in the creation of performance Metrics for the Delphi Client

· Monitored over 50 service queues for the client (Remedy Database)

· Team Leader for 25 Help Desk Agents responsible for:

o Agent work scheduling (24/7, 365 days a year)

o Agent training, coaching and mentoring

o Agent salary, merit increases and bonuses

o Agent escalation point for all client issues (24/7)

Terry D. Clark Page 2

Business Analyst Advanced Continued

o Contact point for all support group issues (24/7)

· Data Information Manager for the Help Desk call tracking system responsible for:

o Established, tracked and published Service Level Metrics

§ Met or exceeded metrics, avoided penalties ($50 – $100K)

o Assisted in establishing Solutions database for the Help Desk Agents.

o Technical Development Lead for all database changes.

o Analyzed call data to recommend solutions for problem call trends

Technical Product Representative

· Initial Customer Contact point at the Customer Assistance Center

· Subject Matter Expert for all agents

· Provided configuration of hardware and software items for PC’s and engineering workstations

· Improved the procurement process with new procedures and new forms

· Installed and provided desktop support for standard desktop PC’s (250 devices)

· Maintained documentation and connectivity for all workstations (45 Devices)

· Implemented Lotus Notes for 250 users

Business Relations Analyst

· Primary contact for Account Leadership for Customer Support Issues for multiple departments

· Interfaced with multiple support groups to improve and exceed customer expectation

· Member of Procurement Study Team responsible for reducing cycle time by 66% (Reduced from 31 days to 10 days)

Systems Engineer

· Systems Programmer for Manufacturing Management System (MRP II)

· Monitored all System reports and corrected any job ABENDS

· Researched and recommended new System configurations (VAX Systems)

· Mentored new Systems Engineers

· Provided Customer Support for over 500 users

EDUCATION

Bachelor’s Degree, Computer Information Systems, DeVry Institute

Associates Degree, Computer Science for Business, DeVry Institute

PROFESSIONAL AFFILIATIONS

VISION (Vision of Industry and Schools In Ongoing Networks)

Leader of Program for EDS since 2003, and was a participant since 1994

Directed EDS program, obtained resources and funding, participated in program meetings with other local businesses.

Youth Bowling Coach (2008 – Present)

Secretary/ Treasurer for Bowling Leagues (2000 – 2007)

President, Vice President of Multiple Bowling Leagues (1996 – 2001)

Kokomo Bowling Association Director (1997 – 2000)

Awards

Achieved GOLD CSSIP Award for Customer Satisfaction

Received CSSIP Award for Customer Satisfaction

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