Business Analyst

**** ********** **** • COLLIERVILLE, TN *****

PHONE 901-***-**** • E-MAIL *********@*****.***

SHARON W. BAILEY

OBJECTIVE

A career where my strong organizational skills and technical knowledge will be utilized in the growth and progress of the company and my team. I am committed to the business environment which supports the success of the overall corporate objective.

CORE COMPETENCIES

Astute in several facets of technical experience

Business acumen

Excellent leadership

Excellent ability to provide value to customer/client service

Problem solving

Relationship and team building

PROFESSIONAL EXPERIENCE

First Horizon National Corporation Memphis, TN 2000 to 2011

Business System Analyst I (2008 - 2011)

• Directly involved in various business operations and help the organization to achieve cost-effective production with increased quality, efficiency, and satisfied customer service.

• Analysis online designs and new IT solutions to improve business efficiency and productivity. Also reviewed/modified the business requirements documents with business lines.

• Developed and maintained key working relationships with the business lines, quality assurance team, analysis business models, and flow processes, discuss the findings with our outside vendors and assist with designing an appropriate improved IT solution. Additionally, ensured high levels of customer satisfaction to reinforce company values.

• Day to day operations include: translating business line requirements to vendors identify options for potential solutions and assessing them for the technical group and business line, work closely with developers and a variety of end users to ensure technical compatibility and end user satisfaction.

Incident Manager (2006 - 2008)

• Ensure normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

• ‘Normal service operation’ is defined as service operation within Service Level Agreement (SLA) limits. Created and implemented a new strategic monitoring process for company respond to incidents reported to technical support group by business partners. This includes escalation management, and coordination with all support groups.

• Monitor the performance against SLAs throughout the incident life-cycle. Manage the communication with the customer and to instigate proactive communication, to build and maintain excellent customer relationships and high customer satisfaction.

• Worked with the outsourcing team to transition the Technical Assistance Center (TAC) from Dallas to India. Built operational relationships after the transition by hosting daily conference calls to in ensure process and procedures were being followed. Conducted weekly employee surveys on TAC’s customer service.

• Created daily, weekly, monthly and yearly status reports on how well TAC handled each call. Developed and maintained a daily, weekly and monthly root cause analysis report for all priority one issues and outages which were used as talking points during executive staff meetings.

Exchange Email Administrator (2001 – 2006)

• Responsible for the day to day administration of the email servers. These include exchange 2003, Blackberry server support, Tumbleweed and Active Directory support. Involves second level email support after the user calls Technical Assistance Center.

• Assisting users with distribution list issues, mailbox capacity restraints, public folder problems and email naming conventions. With the assistance of other team members I coordinate upgrades and maintenance activities with other areas such as TAC, Network Operations, Backup Administration, and Client Services.

• Developed business relationships while working closely with Corporate Communications – handling corporate wide emails, assisting the Legal Department during litigations, and Employee Services with privacy related mailbox inquires. This often times included gathering sensitive email information from employee’s business email accounts without their knowledge and delivering it to Corporate Security or Employee Relations.

Project Coordinator/Administrative Assistant (2000 – 2001)

• Performed administrative duties for management. Responsibilities included expense reports, making travel and meeting arrangements, preparing reports and financial data, and customer/vendor relations.

• My strong computer and internet research skills were an asset in this role. Responsible for coordinating schedules and activities, placed orders for supplies and services, and tracked progress and results for the Interactive Voice Response system.

SKILLS

• Advanced knowledge of Hewlett Packard Quality Center Application

• Advanced knowledge of Hewlett Packard Service Manager Application

• Proficient with Microsoft Word, Excel, PowerPoint, and Outlook

EDUCATION

University of Phoenix Online Memphis, TN 2007 to current

Bachelor Degree/Information Technology

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