Resume of Business Analyst

Title
Business Analyst

Primary Skills
Technical Writer, Trainer, Graphic Designer, Web Technician, Team Lead, Tactical Planner, Negotiator

Location
US-OH-Columbus

Posted
Jun-19-07

Objective
Seeking opportunity in business and/or process analysis

Experienced in creating and revising processes, procedures, and training material used to increase productivity, consistency, and provide enhanced services to the client.


Relevant Experience
JPMORGAN CHASE & COMPANY, Columbus, Ohio 2005 - Present
LAN Analyst/Technology Operations Technician
Analyst / Technical Writer / Subject Matter Expert (SME) for Best Practices
- Acted as advocate for client, collected client requirements, and developed resolutions
- Utilized proper communication channels to address, escalate, and resolve issues
- Documented processes and procedures to increase consistency in resolution tactics
- Updated and administered the intranet repository to communicate latest
information
- Trained employees on how to use the repository and access various resources
- Contributed ideas and information on further standardizing existing practices
Technical Writer / Trainer for On Boarding
- Created instructional guides on various RDS-related systems and tools
- Compiled On Boarding material used for training new hires
- Developed training plan that completely trains a new employee in three weeks
- Ensured appropriate access was set up and participated as a trainer for new hires
Communications Lead / Trainer / Graphic Designer for Lunch & Learn Program
- Researched and collaborated on topic outlines and content for sessions
- Designed and created PowerPoint presentations for program sessions
- Scheduled conference rooms and sametime meetings for session
- Trained employees in subjects of which I am an Subject Matter Expert (SME)
- Documented operations in a disaster recovery document for program continuity
purposes
Graphic Designer for Retail Desktop Services (RDS)
- Created RDS logo for all support tiers under Matt France
- Designed PowerPoint for use in RDS-related presentations

FRANKLIN UNIVERSITY, Columbus, Ohio 2003 - 2005
Desktop Technician (2004 - 2005)
Web Technician / Technical Writer
- Designed new Intranet repository layout and navigation for Technology Resources
group
- Restructured the Intranet repository organization by sorting the files by subject
and type
- Revised repository content and eliminated outdated documents
- Implemented and documented new processes and procedures for group workload
Team Lead / Trainer
- Supervised technician schedules and workload
- Trained new hires to perform technical support tasks and utilize a ticketing
system
- Acted as escalation point for critical issues and projects
Tactical Planning / Negotiator
- Organized technologies for the 2nd Annual Raymond E. Mason, Jr. Leadership
Symposium
- Executed projects such as large scale employee moves, new lab constructions, and
deployments
- Negotiated with vendors on contract renewal, orders, Return Material
Authorizations (RMA), and equipment warranties

Student Desktop Technician (2003 - 2004)
Database Developer / Data Entry
- Developed database to track and manage computer and peripheral equipment
- Created fast and easy way to search for information on equipment
- Updated equipment data on vendor web site for accurate billing on assets

Education
FRANKLIN UNIVERSITY, Columbus, Ohio
B.S. Information Technology, 2004

TERRA STATE COMMUNITY COLLEGE, Fremont, Ohio
A.A.S. Digital Media Technology, 2003


Qualifications
Business Skills
Business Communications

- Client / Business Relations

- Verbal Communications

- Team Collaboration

- Negotiations

Business Process Management

- Design

- Execution

- Monitoring

ITIL Workflow

- Service Level Management

- Capacity Management

- Contingency Planning

- Availability Management

- IT Financial Management

Project Management

- Defining Vision Scope

- Gathering / Documenting Requirements

- Communicating Requirements

- Identify Solution

- Strategic / Tactical Planning

- Testing / Deployment

- Verify Requirements

Time Management

- Goal management

- Planning / Scheduling

- Prioritization

- Self-Management

- Team Management

Training

- New Hire Orientation

- On-the-job Training

- Coaching

- Mentoring

- Performance Management


Software Skills

General

- Lotus Notes

- Microsoft Office

- Microsoft Project

Diagram Creation

- Microsoft Visio

- SmartDraw

Image Manipulation

- Adobe PhotoShop

- Macromedia Fireworks

Screenshot Utility

- Snag-It

Web Development

- HTML

- Macromedia Dreamweaver

- Microsoft FrontPage

Certifications
2006 ITIL Foundations Certificate (Service Delivery Track)


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