Systems Analyst Resume

Systems Analyst

Primary Skills
10 years as a systems analyst with extensive analysis and development experience in Health Care and Pharmaceutical




Career Summary

Over 10 years as a systems analyst with extensive analysis and development experience in Health Care and Pharmaceutical industries.
Eight years of CRM experience with Sales Logix, and one year of Siebel 8.0 Clinical Trial Management with Shire Pharmaceuticals which involved all stages of implementation.
Experienced in full life cycle implementations in Health Care and Pharmaceutical industries.
Highly skilled in leading teams with excellent communication and interpersonal skills.

Expertise With
Siebel : Configuration, Product Configurator, Workflow
Siebel Modules : Analytics, PRM, Forecasting
Project Management : MS Project 2007 Enterprise, ERWIN, Visio

* Knowledgeable in developing, managing and ensuring productive clinical IT operations.
* Deep understanding of interactive development functions and impact of l information systems on overall operations.
* Demonstrated effective communicator with excellent training, supervisory and client servicing talents.
* Cultivate dynamic relationships with in house customers, vendors and others to facilitate operational excellence and carry out strategic business goals in support of company objectives.
* Full understanding of standards and federal/state guidelines for system compliance.
* Capable of obtaining Secret Security Clearance.
* Experienced in Change Control implementation in support of Software Development Lifecycle (SDLC).


Hardware: UNIX proprietary machines, PCs, laptops, peripherals, network and satellite systems, Palm Pilot, radio communications, telecommunications, advanced military electronics.
Operating Systems: Windows 9x/NT/2000, XP, UNIX
Tools/Apps: Siebel 8.0, Siebel Analytics, Intelligent Reporting, Toad for Oracle, SQL,Cognos, Achieve, Rehab Optima, CPOE Clinical Entry System, Microsoft Office Project 2007, SAP, Metzphones, GroupWise, Outlook, Netware, Documentum, Lotus Smartsuite, Norton AntiVirus,SalesLogix,Quintus,Entruder,Enscribe,GE Centricity 6.1,Sharepoint,Outsideview 7.2,Crystal Reports,AS400, MS Project 2007, Citrix
Networking: Novell, PC Anywhere, OnNet Host Access Suite, ISDN, WAN, DSL


AMERICAN WATER - Cherry Hill NJ - BA/Tech Lead - Contractor Liberty Personnel Services - May 2011 Project End 8/31/2012
Primary Business Analyst and Technical Lead for American Water's Employee Information Workstation project.
* Gathered, defined, and authored business and functional requirements, business process flow diagrams, traceability matrix, current and future state decomposition, and solution architecture documents in the role of Business Analyst for the EIW project.
* Assisted the project manager in conducting cost estimates during all phases of the project involving hardware, software, and licensing.
* Introduced the workstation technology to American Water's Information Technology Review Board and implemented feedback from the ITRB that would make both workstation configurations work optimally in a public utility environment.
* Wrote the Operations and Support plan for both the EIW desktop and kiosk configurations from an ongoing sustainment perspective which includes American Water's Service Desk, Field Services, IT Capital Management, NetCom, and Enterprise Server Group.
* Worked with the business sponsor and SME teams in process definition and design of the 2 Employee Information Workstation configurations (Desktop & Kiosk).
* Provided input into the design and development of the Employee Information Workstations themselves and the Employee Information splash page that the workstations access which included SAP, KRONOS, ADP iPay, Merrill Lynch and E*TRADE web portals.
* QA oversight of both EIW desktop and kiosk workstations.
* Developed a secure user environment for the workstations by employing security mats, and retractable thermal printers which helped protect employee personal information.
* Worked with mPower and The Keilin Design group to design and approve the kiosk technical build for the Kiosk version of the workstations.
* Coordinated Statements of Work with vendors for network infrastructure installs, kiosk builds, and delivery guidelines.
* Managed packaging and shipping timelines of the desktop and kiosk units to American Water sites with Roddy Products Packaging Inc.
* SME for all EIW workstation inquiries. Trained American Water's training team and Corporate Communications staff which enabled them to training operations managers at all EIW workstation sites.

JP MORGAN CHASE - Wilmington DE - Incident Manager - Contractor Technisource September 2010 - December 2010
Primary responsibilities include:
* Incident control and life-cycle management of all service requests
* Effectively respond to enterprise alerts from all platforms by following documented procedures that instruct troubleshooting, resolution or escalation steps.
* Meeting client set SLA's (Service Level Agreements) / OLA's (Operational Level Agreements)
* Providing technical support for external facing websites and Applications
* Create and maintain technical documentation, and training of new operations personnel.
* Documenting incident and risk tracking management processes
o Detection, recording, investigation, diagnosis, resolution, and recovery of incident.
* Management of users across Intel, UNIX, etc applications.
* Monitoring and troubleshooting infrastructure
* Creating and maintaining technical documentation, and training of new operations personnel
* Experience with incident or change management or Availability management
* Knowledge of SDLC and project management and IT processes and procedures
* In depth technical knowledge and understanding of current web facing technologies specifically web servers (IIS, Apache), DNS and e-mail (SMTP, POP3, IMAP)
* Strong experience with network, application and system troubleshooting, monitoring tools, responding to alarm conditions, and escalation processes and procedures
* Ability to triage a problem quickly and provide on-call resolvers critical information in a clear, concise and quick manner
* Strong verbal and written communication skills
* Ability to quickly process information correlates, disseminate, and make appropriate risk based decisions
* Able to adapt and use process documentation to perform thorough investigation of production issues.
ENVIRONMENT: Oracle 11g, IBM DB2, UNIX, SAAS, IBM System Z (mainframe).

MERCK PHARMACEUTICALS - Rahway NJ - Solutions Analyst - Contractor Logix-tech (Vetted to Deloitte as part of fixed-fee project) July 2010-August 2010
Member of the Reporting and Harmonization team in support of Merck's long term initiative to merge data warehouses in support of their recent acquisition of Schering-Plough.
* Performed evaluations of business requirements, processes, technologies, applications, and information systems for the in house customer to use as business best practice.
* Recommended future state business requirements, processes, technologies, applications, and information systems to create
a baseline for future business decisions.
* Participated in the development of solution architecture.
* Performed gap analysis.
* Guided others to perform assessments.
* Responsible for other duties/projects as assigned.
ENVIRONMENT: Windows XP, Oracle 11g, Power Designer, ERWIN, Siebel 8.1.

SHIRE PHARMACEUTICALS - Wayne PA- Clinical Business Process Analyst - Contractor Precept Life Sciences February 2009-March 2010
* Closely interacted with Clinical Research & Development Management and Leadership teams, regarding sensitive handling of confidential information and comprehensive attention to accuracy and quality.
* Supported CR&D and other internal groups as required relating to Shire's Clinical Trial Management System (CTMS - Siebel 8.0) to support CR&D business processes, including report design in Siebel Analytics to meet organizational needs, serving also as a CTMS Administrator, super-user and technical support.
* Facilitated CR&D internal communication and supported external communication of CR&D structure, functions, partnerships, initiatives, and accomplishments to R&D by providing reports and metrics.
* Wrote/edited strategic communications, including metrics reports
Analyzed data and made recommendations. Identified and implemented areas of improvement within CTMS - Siebel 8.0
* Researched, analyzed and presented best practices in a Clinical Trials Study environment to determine the best overall solution to leverage metrics with the support of CTMS-Siebel 8.
* Developed, wrote and published training materials, user manuals and process flow maps as well as e-learning systems for the CTMS Siebel 8.0 System.
* Trained Clinical Program Study Managers in person and through Live Meeting 2007 on different areas of CTMS on data feeds and Trip reports.
* Participated in functional requirement gathering and design review meetings with resulted in the creation of View creation based on responsibilities in Siebel 8, as well as creating i-Help applets within the application which were then
* Tested, executed, and reviewed User Acceptance Test (UAT) scripts.
* Responded to department requests for hands-on assistance within CTMS.
* Responsible for ensuring end users continue to update and maintain the system on a daily basis and identifying and implementing new areas to utilize the system to increase efficiencies.
* Participated in System Planning meetings and contributed to the development and publishing of departmental System Newsletter.
* Content provider for CTMS/Systems area of intranet site (Orbit) as well as the department website -- the group's main global communication channel.

ENVIRONMENT : Siebel 8.0 Clinical Trial Management System (CTMS), Oracle 11g, Microsoft Project Enterprise Edition 2007, Citrix, Siebel Analytics..

THOMAS JEFFERSON UNIVERSITY HOSPITAL - Philadelphia PA - Systems Analyst June 2008-September 2008
* Updated Pharmacy formulary via monthly updates from First data Bank (FDB)
* Wrote queries in Enscribe, Entruder, and SQL in support of Pharmacy customer specifications.
* Supported and maintained EMR (Centricity) system.
* Built, tested and implemented screens for in house clinical customers via the Centricity 6.1 Screen Builder module.
* Designed training materials for pharmacy end users for use with the RX Pad portion of Centricity 6.1.
* Planned, tested, and implemented data, functionality, and regression QA scenarios in order to support SDLC methodology in Centricity 6.1.
* Understanding of Centricity DTS (Data Transfer Station) and interfaces connecting to Centricity 6.1.
* Worked in call center environment regarding all GE Centricity 6.1 issues using remedy as the ticketing system in order to resolve issues in a timely manner for clinical in house customers.
* Technical lead regarding all change control for FDB updates to the Centricity 6.1 Pharmacy compendium development, test, and production environments.
* General knowledge of Physician Order Sets added by Expert Rules.
* Set up Zebra printers in support of Pharmacy operations.
GENESIS HEALTH CARE - Kennet Square PA - Senior Clinical Application Analyst 2000-2008
* Demonstrate superior skills in supporting internal/enterprise applications developers and IT customers as Tier II technical lead.
* Used resourcefulness in implementing test environments for applications development team and providing on-site/remote applications support for POE Critical Entry System- Point Click Care located at 365 sites.
* Technical Lead for NetLink Rehab.
* Team Lead in support of hardware and software rollouts for the Genesis Rehabilitation Services business.
* Sole contact for on-site support of applications development projects to encompass daily operations, network connectivity, testing and versioning of in-development modifications and released enhancements.
* Responsible for solving all issues such as network connectivity, Windows problems, Citrix connection and printing, and system compatibility issues, as well as vendor relations issues.
* Technical lead for tier 3 calls/issues regarding Rehab Optima in a call center environment. Managed 4 other analysts in this role.
* Authored test scenarios for supported applications, and used Cognos for troubleshooting and analysis of customer service issues.
* Manually ran QA scenarios for Cognos reports, NetLink Rehab, and Rehab Optima. Developed manual QA regression testing for these three applications.
* Supported other applications and functions including Rehab Optima at over 600 sites and Achieve (Minimum Data Sets for inputting patient data).
* Accountable for creating and preparing customized customer UNIX-based systems for customers including installing and configuring OS, testing and shipping within a 24 hour timeframe.
* Project manager for AT&T account migration project, for over three hundred NetLink Rehab (GRS Business) sites on time and within specified budget. Supervised analysts senior to me and provided training to them on how to troubleshoot AT&T account and connectivity issues.
* Liaison between Genesis Telecomm Services and LAN Services divisions in the pursuit of helping to troubleshoot telephony (ISDN, Digital), and Network circuits in resolving Rehab customer issues.
* Used AS400 batch file data to troubleshoot Rehab customer interface and billing issues.
ENVIRONMENT: Windows XP SP3, Citrix, Rehab Optima CPOE, AS400, Cognos BI 6.0, Oracle 9i

U.S. ARMY - Fort Stewart GA - Information Management Officer 2003-2004
* Managed all MIS for the USAG medical Hold Battalion, implementing all IT solutions in the war theatre during Operation Enduring Freedom.
* Acted as advisor to battalion command and as liaison with Fort Stewart DOIM to implement new hardware, PCs, laptops, peripherals and network systems in all battalion buildings.
* Oversaw the team providing all IT operations to the battalion including installations, systems administration (including patches, updates, backups, security, disaster recovery, etc.), and ongoing technical support.
* Prepared and conducted training courses to incoming IT team in basic troubleshooting skills for systems, laptops and desktops.
* Managed Battalion Help Desk .

ROBERT HALF INTL/CENTOCOR - Malvern PA - Desktop Support Technician 1999-2000
* Oversaw escalation issues as subject matter expert providing software and hardware technical support for a major pharmaceutical company, supporting a user base of over 1,000 internal users on-site.
* Responsible for installing, configuring, troubleshooting, maintaining and repairing hardware and software problems on all internal PACs, Palm Pilots, laptops, printers, and peripherals.
* Supported a number of software applications including Windows 95/98/NT, Microsoft Office Suite, SAP R/3, Metzphones 7.0 and Palm Pilot.
* Demonstrated excellent project management skills while configuring desktops/laptops/Palm Pilots for new hires, satellite offices, and company consultants.
* Integral key player in implementing companywide e-mail migration from Novell GroupWise 5.5 to Microsoft Outlook 98.

* Pennsylvania National Guard, West Chester, Operations NCO, 1999-2004
* System One, York, Consultant//Computer Technician, 1999
* U.S. Navy Reserves, Harrisburg, Sonar Technician/IT Support, 1985-1991, 1997-1999
* R.R. Donnelly and Sons, Lancaster, Material Handler, 1996-1997


Saint Leo University
Bachelor of Science in Computer Information Systems, expected graduation 2013

Training Certificates:
* Technical Certification Program, Directorate of Information Management, Fort Stewart GA
* Network Engineering and Data Communications, Chubb Institute, Springfield PA
* Leadership, Management courses, Naval Training Center, San Diego CA
* Diesel Mechanic, Construction Equipment Repairers
* Towed Sonar Array Maintenance AN-SQR 18A(V)1, U.S. Navy
* Fundamental Electronics, U.S. Navy
* Oceanography-Acoustic Analysis, Electronics, U.S. Navy

Retired - 2004

See above


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