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BUSINESS ANALYST Contractor Resume Example

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BUSINESS ANALYST CONTRACTOR
William WLedbetter
  • Linkedin: https://www.Linkedin.com/in/willledbetter/
  • ♦Facebook: https://www.Facebook.com/wwl7461
Professional Summary

Professional with over 18 years of Information Technology (IT) experience in building and improving customer relationships, service design, and data analysis. Highly motivated with a strong work ethic and a consistent track record of exceeding customer and leadership expectations. High aptitude for learning quickly, identifying and solving problems, and producing immediate business value and results.

Motivated leader with 18+ years of service design and requirements analysis. Cultivates strong business partner and client relationships. Diligent practitioner of IT Service Management and ITIL best practices. Laser-focused approach to driving business requirements from cradle to grave with critical eye on quality, innovation, and optimal user experience.

Work History
BUSINESS ANALYST Contractor, 09/2011 to Current
Company Name – City, State
  • Collaborate with leadership team to document and optimize business and marketing processes with emphasis on continual process improvement
  • Deliver best-in-class consultation, training, and support services to Cisco global business partners and proprietary clients
  • Drive personalized Customer Relationship Management principles with all clients
  • Maximize client experience through continual review, vetting, and refinement of existing training portfolio collateral
  • Proactively research ServiceNow and Cisco Prime Service Catalog release documentation for new features and benefits as well as changes to existing tool capabilities
  • Explore and cultivate new and burgeoning markets and trends tied to key company focus areas
BUSINESS ANALYST Contractor, 09/2011 to Current
Company Name – City, State
  • Collaborate with leadership team to document and optimize business and marketing processes
  • Deliver best-in-class consultation, training, and support services to global business partners and proprietary clients
  • Proactively research ServiceNow and Cisco Prime Service Catalog release documentation for new features, benefits, and changes to existing tool capabilities
  • Explore and cultivate new and burgeoning markets and trends tied to key company focus areas
BUSINESS ANALYST Contractor, 11/2011 to 02/2016
Company Name – City, State
  • Facilitated end-to-end process of onboarding services into Cisco's centralized storefront of internal services and apps
  • Coordinated and led geographically diverse and cross-functional business and development teams
  • Defined and drove business objectives, reduced existing pain points, and ensured optimized and quality user experience
  • Translated complex business and technical processes into confident, functional designs centered on meeting business outcomes and delivering immediate customer value
  • Ensured business requirements were properly vetted and adjudicated, fully analyzed, documented, and instilled with holistic IT Service Management best practices
  • Optimized and streamlined internal end-to-end business processes through Continual Process Improvement efforts
BUSINESS ANALYST Contractor, 11/2011 to 02/2016
Company Name – City, State
  • Facilitated the end-to-end process of onboarding services into eStore, a centralized storefront of internal Cisco services and apps, with focus on being a strong evangelist and practitioner of Agile core concepts
  • Coordinated and led geographically diverse and cross-functional business unit and development teams to define and drive business objectives, reduce existing pain points, and ensure an optimized and quality user experience
  • Strong partner with business units and key service onboarding stakeholders to ensure all ITIL v2 Foundations - 2007 business requirements are properly vetted and adjudicated, fully analyzed, documented, and instilled with holistic IT Service Management best practices
  • Translated complex business and technical processes into confident, actionable, and functional designs centered on meeting business outcomes and delivering immediate customer value
  • Optimized and streamlined existing end-to-end business processes with focus on establishing intuitive and user-centric collateral for key stakeholder consumption.
SENIOR ANALYST - Client Services, 05/2007 to 09/2011
Company Name – City, State
  • Designed & implemented all IT & Business services; collaborated with business units and service owners to ensure services met business goals and requirements
  • Created well-defined and sustainable service lifecycle processes utilizing ITIL holistic approach and IT Service Management best practices
  • Actively engaged customer focus groups for user experience feedback; linked improvement efforts to Continual Service Improvement process
  • Reduced support team incidents 60% by authoring and publishing Request Fulfillment and Incident Management knowledgebase solutions
SENIOR ANALYST - Support Services, 03/2005 to 05/2007
Company Name – City, State
  • Provided superior 24/7/365 Level 1 support to 28K+ customer base
  • Consistently led First Contact Resolution and Customer Satisfaction metrics
  • Proactively researched, authored, and published Knowledge Management solutions
SENIOR ANALYST Client Services, 05/2007 to 09/2011
Company Name – City, State
  • Functioned as Service Catalog Manager, Business Analyst, and Service Designer for ITIL Office
  • Designed & implemented services for IT & Business Service Catalogs; collaborated with business units and service owners to ensure services met business goals and requirements
  • Assisted teams in creating and documenting well-defined and sustainable service lifecycle Active Directory processes utilizing ITIL holistic approach and IT Service Management best practices
  • Liaised with key stakeholders to test design functionality prior to migration to production environment
  • Actively engaged customer focus groups for user experience feedback; linked improvement Excel, Word, Visio, PowerPoint efforts to Continual Service Improvement process
  • Created comprehensive Service Level Management metrics portfolios with multi-dimensional views
  • Reduced support team incidents by 60% by authoring and publishing knowledgebase solutions related to Request Fulfilment and Incident Management processes.
DATA ANALYST, 09/1998 to 03/2005
Company Name – City, State
  • Designed and implemented network of superior reporting tools to ensure effective practice management; facilitated, created, and supported multi-dimensional ad hoc reporting requests 
  • Partnered with leadership to recommend solutions to critical business needs
  • Monitored poor performing business areas and developed decisive corrective actions
  • Enhanced quality and integrity of reporting portfolio by automating and streamlining business partners reporting processes
SENIOR ANALYST - Support Services, 03/2005 to 05/2007
Company Name – City, State
  • Provided superior 24/7/365 Level 1 support to 28K+ customer base
  • Consistently led Customer Support Center in First Contact Resolution and Customer Satisfaction
  • Proactively researched, authored, and published Knowledge Management solutions
  • Provided troubleshooting and resolution of Incidents and Service Requests while meeting or exceeding defined service levels
Certifications
  • ITIL v3 Foundations Bridge - 2010
  • Certified Process Design Engineer (CPDE) - 2010
  • ITIL v2 Foundations - 2007
Software Proficiency

Cisco Prime Service Catalog, ServiceNow, CA Agile Central, BMC Remedy, Active Directory, LucidChart, newScale, MS Office 365 (Excel, PowerPoint, Word, Visio, Outlook, Access)

Skills
  • Business process mapping
  • Business artifacts documentation
  • Quality assurance
  • Negotiation skills
  • Strategic partnerships
  • Test case scenarios
  • Gap analysis
  • Microsoft Office Suite
  • Creative design
  • Workflow analysis
  • Client assessment and analysis
  • Project management
  • Team leadership
  • Conflict resolution
  • Self-motivated
  • Team liaison
  • Process implementation
  • Extremely organized
  • Strong verbal communication
  • Business process design
  • Continual Service Improvement
  • Quality assurance
  • Strategic partnerships
  • Test case scenarios
  • Workflow analysis
  • Team leadership
  • Conflict resolution
  • Self-motivated
  • Process implementation
  • Extremely organized
  • Strong verbal communication
Education
Bachelor of Science: Agriculture; Food Science and Nutrition, University of Missouri-Columbia - City
Bachelor of Science: Agriculture; Food Science and Nutrition, University of Missouri-Columbia - City
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Resume Overview

School Attended

  • University of Missouri-Columbia

Job Titles Held:

  • BUSINESS ANALYST Contractor
  • SENIOR ANALYST - Client Services
  • SENIOR ANALYST - Support Services
  • SENIOR ANALYST Client Services
  • DATA ANALYST

Degrees

  • Bachelor of Science : Agriculture; Food Science and Nutrition ,
    Bachelor of Science : Agriculture; Food Science and Nutrition ,

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