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Business Analyst Resume Example

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BUSINESS ANALYST
Summary
.Accomplished Business Analyst skilled in achieving operational efficiency and increasing revenue in the financial services, health care and Gas  industries. Business process improvement, data analysis and Telecom asset management expert.
Highlights
  • Business process improvement
  • Project management
  • Requirements gathering
  • Business requirements matrixes
Skills
ACD, Avaya, Call Center, Cisco, hardware, phone support, IP, Max, Meridian, Messaging, network, networking, Nortel, PBX, Telephone systems, problem solving, programming, project plans, reporting, routing, Siemens, Symposium, systems administration, systems support and administration, system design, T1, technical support, systems support, user training, telecommunications, Telecom, telephone, telephony, troubleshoot, troubleshooting, upgrades, voice mail, VOIP
Accomplishments
Boosted customer service ratingsby developing new processes and improving work flow.
Designed and delivered project plan and training procedures
Experience
Dominion PowerNovember 2009 to CurrentBusiness Analyst
Pittsburgh, PA
  • Responsibilities included daily programming updates and troubleshooting Nortel VOIP PBX and Aspect ACD Call Center , Aspect UIP Also system design and system implementations.
  • Systems include Avaya/Nortel Option 81 and CS 10000, Aspect ACD Call Center, Aspect UIP, Aspect AQM and Meridian Call Pilot.
  • Coordinated with internal customer establishing project plans for implementations, providing technical support and problem solving solutions.
  • Oversee and programmed all IP and Aspect PBX instruments and Aspect Uniphi Connect virtual instruments.
  • Set up Call Pilot voice mail applications and mailboxes as well as maintain all 800 numbers routing within the Aspect Call Center.
  • Daily call routing and call flow moves, add and changes/.
  • Project Manger all upgrades to existing systems.
  • Coordinate with vendor for telco circuits installations as well as maintain toll free number routing and allocation.
  • Maintain and program all Aspect UIP blaster campaigns and reporting.
Shared TechnologiesJune 2006 to April 2009Technical Support Specialist/Engineer
Pittsburgh, PA
  • Responsibilities included gathering technical information from customer for VOIP and PBX system installation, design and system implementations.
  • Systems included Nortel, Cisco, Siemens and Avaya implementations.
  • Coordinated with customers establishing project plans for implementations, providing technical support and problem solving solutions.
  • Oversaw and programmed all IP and PBX instruments and voice mail applications and mailboxes and Unified Messaging.
  • Coordinated technical issues involving network, hardware, VOIP and PBX systems (CS 1000 and Meridian One systems, Octel systems, Siemens systems, Avaya and Cisco systems).
  • Implementations included large networked IP Telephone systems and PBX systems as well as voice mail system networking.
  • Architected and Administered all Automatic Call Distribution System implementation and reporting systems.
  • Meridian Max systems and Symposium ACD reporting systems) Earned a reputation for on- time installations, ability to troubleshoot and solve telephony issues.
NextiraOne Bell Atlanticom/NortelMarch 1997 to March 2006Technical Support Specialist/Engineer
Pittsburgh, PA
  • Responsibilities included consult, design, and implementations of Nortel VOIP and PBX installations.
  • Coordinated T1 installations with vendors as well as least cost routing programming Oversaw and programmed all IP and PBX instruments and voice mail applications and mailboxes.
  • Coordinated technical issues involving network, hardware, VOIP and PBX systems (CS 1000 and Meridian One systems, Octel systems, Unity Voicemail systems).
  • Implementations included large networked IP Telephone systems and PBX systems as well as voice mail system networking.
  • Architected and Administered all Automatic Call Distribution System implementation and reporting systems.
  • Meridian Max systems and Symposium ACD reporting systems) Earned a reputation for on- time installations, ability to troubleshoot and solve telephony issues.
Health AmericaJanuary 1992 to March 1997Telecommunications Analyst
Pittsburgh, Pa
  • Worked with call center supervisors to ensure call center productivity Performed direct systems administration of 200+ customers Meridian PBX and Voicemail as well as systems support and programming of 10 off site PBX systems.
  • Provided technical phone support for all Health America employees as well as coordinated all end user training for new and existing employees on telecommunications issues.
  • Coordinated with telecom vendor all Telco related issues.
  • Successfully resolved customer issues regarding telephone software issues and installation of new telephone sets and systems.
  • Programmed and maintained all voicemail applications as well as all Automatic Call Distribution programming and reporting.
Bell Atlanticom/NortelTechnical Support Specialist/Engineer
Pittsburgh, Pa
  • Responsibilities included gathering technical information from customer for PBX system installation and programming.
  • Coordinated T1 installations with vendors as well as least cost routing programming Oversaw and programmed PBX instruments and voice mail applications and mailboxes.
  • Coordinated technical issues involving network, hardware, and PBX systems as well as coordinated all end user training for new and existing customer installations.
  • Implementations included large networked Telephone systems as well as voice mail system networking.
  • Architected and Administered all Automatic Call Distribution System implementation and reporting systems.
  • Meridian Max systems and ACD reporting systems) Earned a reputation for on- time installations and ability to troubleshoot issues.
Contel CommunicationsTelecommunications Specialist
Vienna, VA
  • Provided direct systems support and administration of 300+ customers Rolm PBX and Voicemail and 100+ customers Northern Telecom PBX.
  • Responsibilities included technical phone support for all employees.
  • Successful administration and installation of all customer related telephone request.
Education
Edinboro UniversityBachelor of Science Degree: Criminal Justice AccountingEdinboro, PACriminal Justice Accounting
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Resume Overview

Companies Worked For:

  • Dominion Power
  • Shared Technologies
  • NextiraOne Bell Atlanticom/Nortel
  • Health America
  • Bell Atlanticom/Nortel
  • Contel Communications

School Attended

  • Edinboro University

Job Titles Held:

  • Business Analyst
  • Technical Support Specialist/Engineer
  • Telecommunications Analyst
  • Telecommunications Specialist

Degrees

  • Bachelor of Science Degree : Criminal Justice Accounting

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