Resume of Reporting and Measurement Analyst

Title
Reporting and Measurement Analyst

Primary Skills
Crystal Reports, MS Office, HEAT database, Visio, Outlook, MS Project

Location
Canada-ON-Toronto

Posted
Apr-11-07


PROFESSIONAL PROFILE

An IT professional with a diverse background forecasting, reporting and analyzing client Service Level Agreements and Business specifications that were a key component of financial negotiations and the employee performance bonus structure. Key strengths include: analytical mind, quality orientation and grace under pressure. Leadership style is delegation with democratic influence and authoritarian when needed.

TECHNICAL SKILLS

· Applications: Crystal Report Writer, Access, Excel, Word, Power Point, MS Project, Visio, HEAT
· Networking/Operating Systems: Windows NT, Novel, Unix, Windows 2005
· Programming languages: Basic, Cobol, Dataflex

EMPLOYMENT HISTORY

Contractor/Consultant/Senior Consultant with CGI Nov. 1996 to Nov. 2006
Serving Bell, Bell Mobility, Bell World Inc. and Bell ExpressVu
SERVICE LEVEL MANAGEMENT
· Monitored transitional application availability and recommended targets to support contract negotiations.
· Reviewed data calculation Policies/methods/processes, identified process improvements and problem areas, and facilitated improvements where necessary.
· Provided support to Clients, Helpdesk and Application Support Groups. Responded to Service Level Agreement (SLA) inquiries and performed subject matter expert role re calculation methods and operational processes.

SERVICE/OPERATIONAL LEVEL REPORTING
· Created and prepared unique Weekly Operational Reports for IT and Business.
· Designed and implemented all Service Level Agreement measurements into Monthly Service Level reports that measured the application availability and ticket resolution rates focused on integrated approach for the service delivery.
· Created, automated and documented the data extraction and manipulation processes.
· Involved in the ongoing production of new reports or improvement of existing Service Level Reports (SLR's). This included reviewing and interpreting contractual amendments.
· Established standard operational reports for management monitoring of support performance.
· Created weekly reports that captured business incident impact and initiatives. Conveyed technical ideas in a simple understandable language.
· Created ad hoc reports and presentations for Executive meetings.
· Created standardized and customized trending reports for large amount of data using Crystal Reports tool to identify underlying statistical trends. Facilitated client Problem Review meetings to identify and rectify root cause of problems, and provided feedback for process improvements.

CLIENT RELATIONS/INCIDENT MANAGEMENT/CHANGE MANAGEMENT
· Understood the business processes, strategy and the business need of the stakeholders for a product, solution or a service and reported IT project managers/business analysts' progress to the clients.
· Ensured the billing and invoicing cycles are on schedule. Reported to the client for the reasons of delays.
· Prepared/completed/edited daily interruption/incident reports on a timely manner and described to the client the technical problem, the business impact and suggested process improvements.
· Participated in weekly Operational summit meetings to discuss incident allocation with the client and to determine the ownership responsibility to action.
· Chaired, created and discussed action items for process/application/hardware improvements.
· Accepted change requests from technical groups and spearheaded client communications.

PROJECT MANAGEMENT OFFICER
· Devised a PMO database in ACCESS that captured the status of renovation and implementation of Bell applications for Y2K project with forms for entry, charts and reports.
· Monitored projects by actual vs. planned objectives by company's project management methodology.
· Closed out the project against defined scope and budget by utilizing standards and procedures.
· Responsible for project delivery of quality and completeness of design, on time and on budget.
· Ensured project's open points, issues and scope change requests were managed.
· Produced weekly and monthly progress and status reports for the senior management.

BUSINESS ANALYST/PROJECT MANAGEMENT
· Supported the business financial units for launch of intranet for revenue, budget, manpower and unit costs.
· Provided specifications for several retail stores for standardization.
· Provided input into requirements, selection criteria, design and ensured that IT project managers are responsive to those requirements.
· Gathered and documented business requirements and created workflow diagram and data model.
· Rectified disagreements presented and trained each module to managers.
· Prepared weekly and monthly financial Executive reports and presentations regarding revenue, budget, manpower and unit cost.

Across Canada Resources (Software Development) Apr. 1992 -- Oct. 1996
COMPUTER PROGRAMMER & ANALYST
· Developed software in DataFlex language for inventory control, retail, finance and insurance.
· Determined business specifications and project scope through extensive consultations with client.
· System flowcharted the application, delegated the work plan to the programmers, tested and trained clients
to the application.
· Created a conducive environment for the project team building, enhanced interpersonal relationships within the team with motivational spirit.

North York Board of Education (Adults Education) P/T Sept. 1993 -- Mar. 1997
TEACHER
· Taught DOS and MS Office applications.

Certifications
· Completed Masters course in Computer Science (Lancaster University, England)
· B.Sc. in Physics (National University, Tehran)
· Diploma in Computer Programming and Systems Analysis (Institute for Computer Studies)
· Computer Programming & Systems Analysis Certificate (Seneca)
· Industrial Sales Techniques and Customer Service Certificate (Diamond Management Institute)
· Adult Education & Staff Training Certificate (Seneca)
· IPMP Overview (CDI)
· Fundamentals of Project Management (Ryerson)
· Technical English Writing (Ryerson)
· Designing Advanced Heat Reports with Crystal Report Writer (Avante)
· PMF (Project Management Framework) (CGI)
· ITIL IT Service Management Essentials (Pink Elephant)



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