Resume of Business Analyst / Project Manager

Title
Business Analyst / Project Manager

Primary Skills
Process Analysis & Redesign § Project Leadership § Software Implementation

Location
US-GA-Fayetteville

Posted
Jul-20-07

With over seven years experience, strong leader with solid Business Analyst / Project Management skills, which include data gathering, research, process interpretation, identification of critical issues and procedural development. Creative problem solver with proven success at accessing situations and developing innovative and effective solutions that produce desired results. Multitasking, team oriented, analytical individual who is able to focus and redirect according to rapidly changing priorities. Outstanding communication and interpersonal skills coupled with a challenge drive; willing to take on extra responsibilities to accomplish goals of organization. Possess extensive experience in providing technical support to clients within financial services industry. Additional areas of expertise include:
- Management of Cross-Functional Teams
- Project & Delivery Methodologies
- Project Management & Tracking
Highly computer literate MS Office (Word, Excel, PowerPoint, Access, Project, Outlook,Visio); Adobe Acrobat; GUI; Mainframe; Telnet; FTP; RACF; Lotus 123; PeopleSoft/Vantive; OrgPlus; Calendar Creator Plus; Citrix/RCA; Remotely Possible; Quotron Advantage AE; PC Anywhere; Advantis; Placewear; Lucent CenterVu and ACD; Windows 95,98, & 2000; Windows/NT, XP; Netscape Navigator; Internet Explorer

EDUCATION
STEVEN'S INSTITUE OF TECHNOLOGY, Hoboken, NJ 9/00 -- 7/03
Masters of Science, Management Information Systems
ANTIOCH COLLEGE, YellowSprings, OH 9/89 -- 7/93
Bachelor of Arts, Psychology
WORK EXPERIENCE
UBS (formerly Paine Webber), Weehawken, NJ 1997 -- 2006
Sr. Implementation Analyst (2002 -- 2006)
Member of Project Management team on numerous service enhancement initiatives. Assigned to engagements based on demonstrated skills in business analysis, project management, and customer relationship management. Additionally chosen to lead as functional consultant on various projects that support senior management initiatives.
Projects include:
• Project Manager - New Hire Coordinator. Instrumental in the improvement and implementation of new hire process and procedures. Successfully leveraged equipment move and set-up services from outsourced vendors, which produced significant organizational cost savings. Coordinate and direct technology issues for all of firm's new hires, re-hires and transfers. Coordinated software development project activities through all phases of the SDLC (analysis, implementation, training, documentation). Coordinated meetings with developers to understand and document back-end functionality. Created use cases using MS Word; functional and technical design document using MS Word and managed project plan using MS Project.

• Project Lead - GTS Online “New Look” Web Portal. Made significant modifications and upgrades to the Online ticketing system; including redesign of internal website to accommodate the challenges of global growth experienced through major merger and acquisition. Translated business expectations to technical teams and design/execution planning via diagrams, Use Case Modeling and GUI mock ups of finished products. Facilitated training, developed documentations and created policies that have made a significant impact on the operational performance of the Support Desk. Coordinated software development project activities through all phases of the SDLC (analysis, implementation, training, documentation). Prepared non-working prototypes of new business processes using PowerPoint for Sr. Management presentations.

• Project Manager - Service Excellence. Performed data gathering, interviewing of end-users, surveys, needs & systems analysis. Prepared storyboard technical functional documentation for Developers using Visio, Power Point, Word, and Excel spreadsheets. Develop and edit documentation, explaining features, processes and operational aspects using Visio and PowerPoint. Created and managed project plan using MS Project. Coordinated software development project activities through all phases of the SDLC (analysis, implementation, training, documentation). Prepared timeline estimates for scope and design of new project development and implementation target deadlines in MS Excel and MS Project.



Paula S. Wright Page 2
• Project Lead - Desktop Remediation. Partnered with system administrator, technical staff and product vendors on troubleshooting hardware/software problems and on creating and executing effective corrective action plans during remediation process. Identified, implement, and maintained network topologies, protocols, and media as well as network support of TCP/IP. Installed, configured, upgrade, and troubleshoot personal computers/laptops as well as components including IDE, SCSI, & SATA hard drives, memory, video, CD/DVD, motherboards, CPU's and tape drives. Created weekly statistical reports for senior management regarding chronic system problems and servicing issues, also provided notification on all emergency incidents.

• Business Analysis - XP Migration. Performed data gathering, interviewing of end-users, cross-functional departments, needs & systems analysis. Researched on various back end systems affected during and after migration. Accountable for synchronizing internal and external sources needed to complete individual and group relocations. Facilitated meetings with senior management and end users to gather business requirements. Performed sessions with Subject Matter Experts and document business flows using Visio and Word. Scheduled and verified backup procedures and restorations. Presented analysis to senior management team using PowerPoint.

Senior Technical Analyst/Supervisor (1999 -- 2002)
• Played key role in development of new department focused on efficient management of service calls placed on-line for repairs to numerous networking systems and services.
• Implemented standards and procedures for unit regarding ticket handling, user interface and follow-up/follow-through on service requests.
• Utilized knowledge of CenterVu and ACD technology to design vectors for call routing.
• Designed and executed strategies to improve level of service, including creation of project/service tracking tools, benchmarked performance levels and designed effective reports utilized for analysis.
• Routinely interacted with various operational department managers on service response needs and developed processes and procedures to deliver consistent level of client satisfaction.
• Provided training and guidance to junior members of team regarding performance and expectation of job duties.

Technical Analyst (1997 -- 1999)
• Actively participated in handling of service call for 350 branches with 13,500 nationwide users.
• Provided guidance for evaluating client requests, proficient placement of service requests, ticket creation standards and following up on status and satisfactory completion of repairs.
• Periodically worked with brokers who operated remotely and provided assistance with PC and server related problems.
• Assessed reported situations and provided instruction on checking connectivity and other hardware malfunctions and disruptions.
• Utilized in-depth knowledge of technical systems to identify, troubleshoot and resolve problems for organization's Banking and Lending internal clients.
• Windows NT/98/2000/XP: configure modes of operation, desktop administration. Manage users and groups, setup roaming and local profiles, provide disk administration, setup and maintain remote access service, and administer both file and directory security.
• Hands-on experience configuring Personal Computers on the network and deploying software and hardware technologies.

Smith Barney, New York, NY 1994 -- 1997
Technical Analyst
• Efficiently provided help desk support to internal financial service clients.
• Analyzed technical questions and problems provided over-the-phone assistance and reported escalated situations to appropriate department.
• Demonstrated dedication and loyalty exhibited in long and successful employment relationship.

Professional Development
Certified CenterVu Supervisor 6v § Whys & How of Teamwork Training § Leadership Management Training

Certifications
See above


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