Flexible And Versatile Business Analyst specializing in developing innovative solutions to organizational problems, gathering required information and communicating to appropriate personnel, quality assurance, testing, training. Advanced knowledge of MS Office (i.e. Word, Excel, Outlook, PowerPoint, etc.), Internet Browsers (i.e. Internet Explorer, FireFox, Chrome), SharePoint, Go-To-Assist (equivalent to MS Project), Go-To-Meeting (equivalent to WebEx). Specific application experience in top-tier Auto and Time & Labor organizations.
Highlights
Business process improvement
Business systems analysis
Requirements gathering
Forecasting and planning
Advanced problem solving abilities
Project management
Scope and project definition
Superb communication skills
Experience
2014 to Current
Implementation SpecialistKoch Industries, Inc. – Norwich, NY,
Met regularly with Channel Partners and Clients to review current timeline and identify potential challenges
Successfully managed implementations for small, medium and large vendors
Create and manage implementation timeline
Suggest pay rule alternatives within guidelines to satisfy clients and ultimately supporting their goal to track time & attendance more efficiently and effectively
Utilize SharePoint as a protected centralized Tool to house vital documents specific to each implementation that was accessible for Channel Partners and AOD personnel
Utilize MS Office Outlook on a daily basis to manage time, meetings and communication with all parties involved in each implementation (i.e. Chanel Partner, Client, Internal Personnel, etc.)
Utilize MS Office Excel to export, manipulate and import data
Utilize Go-To-Assist (comparable to MS Project) to delegate task to assigned team and effectively manage through completion
Utilize Go-To-Meeting (comparable to WebEx) to schedule meetings with Clients, Channel Partners, Management and all other relevant internal/ external personnel
Liaison between Channel Partners, Clients and internal personnel (i.e. Engineers, Quality & Data Specialists, and Management)
Gathered current pay rules requirements from Clients via teleconferencing
Produced completed requirements document (survey) for engineering personnel
Coordinated internal testing of completed system, data imports of confidential client employee data and tracked results
Created additional product documentation and training material as necessary
Facilitated Q&A Training sessions (End User Training) as necessary with Clients ensuring they completely understood their new systems are were comfortable navigating and performing day-to-day operations within the system (i.e. adding/removing punches, debiting/crediting time, performing group adjustments, etc.)
Single Point of Contact throughout Implementation Process, including Test/Live Phases until client completed payroll successful – facilitated transition to Support
2014 to 2015
Technical Services TechnicianHolt Cat – San Antonio, TX,
Complete assigned Data and Testing tasks within specified deadline
Gather required data (e.g. employee information, workgroups, pay codes, etc.) from Implementation Specialist to import into new systems
Manipulate data as required to ensure that the AoD systems can easily recognize and import successfully
Test newly configured systems to ensure that all pay rules operate as designed per the Client's requests
Complete Post Training Reviews (PTR ensuring Clients can easily navigate through the system and fully understand AoD terminology and actions within the system (e.g. creating schedules/punches, schedule patterns, exceptions, etc.)
Provide light refresher training as necessary
Maintain fluent effective communication with both the Implementation Specialist and Client to identify and resolve problems in a timely manner prior to transitioning to the Live Phase
Utilize SharePoint as a protected centralized Tool to house vital documents specific to each implementation that was accessible for Channel Partners and AOD personnel
Utilize MS Office Outlook on a daily basis to manage time, meetings and communication with all parties involved in each implementation (i.e. Chanel Partner, Client, Internal Personnel, etc.)
Utilize MS Office Excel to export, manipulate and import data
Utilize Go-To-Assist (comparable to MS Project) to manage assigned tasks and complete within specified deadline
Utilize Go-To-Meeting (comparable to WebEx) to schedule meetings with Clients, Channel Partners
11/2006 to 2014
Quality Assurance Specialist/ISO Internal AuditorL3harris – Nellis Air Force Base, NV,
Perform Quality Assurance (QA) contact monitoring for assigned Ford Contact Center Governance Organization's (CCGO) Contact Center Programs under the Marketing & Sales Division
Complete evaluation forms accurately for contacts in accordance with defined standards
Schedule and facilitate call review sessions with pertinent Ford Motor Company and Percepta personnel
Compile agenda items and Facilitate QA Training for all incoming employees and participates in calibration sessions with Business Partners
Monitor survey indicators and participate in Continuous Improvement efforts by formulating and recommending new policies and/or revisions to existing policies for consideration
Provide support for any resulting process improvements/projects
Participated in Process Improvement Stakeholders' Meetings & Metric Review Meetings Helped drive improvements in Quality Assurance and Training, among Customer Relationship Center (CRC) contacts
Utilize SharePoint as a protected centralized Tool to house vital documents specific to current processes and procedures
Utilize MS Office Outlook on a daily basis to manage time, meetings and communication with all parties involved in each implementation (i.e. Ford Motor Company, Percepta, etc.)
Utilize MS Office Excel to manage evaluation status throughout each month
Utilize WebEx to schedule meetings with Ford Motor Company/Percepta personnel and all other relevant internal/ external personnel
05/2006 to 11/2006
Business AnalystFirst Transit – Anaheim, CA,
Assist dealership personnel daily, via inbound/outbound calls and emails, with certification inquiries (i.e. requirements, status, etc.)
Navigate through various systems providing dealership personnel with prompt, courteous and accurate information including troubleshooting solution tactics, end user assistance with navigating through Ford Motor Company websites successfully to resolve concerns in a timely manner
Utilize appropriate resources responding to internal/external dealership personnel inquiries
Help identify process improvements and best practices for the team
Met and/or exceeded performance expectations including: productivity, accessibility, and quality assurance
Answer e-mail inquiries within required time frames in a professional manner with accurate and timely information
Utilize SharePoint as a protected centralized Tool to house vital documents specific to current processes and procedures
Utilize MS Office Outlook on a daily basis to communicate with dealership personnel and internal personnel as appropriate
Conduct one-on-one coaching sessions to assist 15-20 Agents with improving troubleshooting techniques, internal/external resources and reduce call times
Train Agents to ensuring understanding of the program and product to provide accurate solution to customers
Ensure Agents adhere to procedures and processes; and not exceed time allotted to resolve various troubleshooting issues
Conduct daily call and computer monitoring for all Agents, followed by bi-weekly monitoring/production reviews discussing individual strengths and areas that need improvement
Analyze various reports, such as Crystal Reports, to provide feedback to improve the overall productivity
Handle escalated/dissatisfied customers by providing appropriate resolutions and/or referrals efficiently
Utilize SharePoint as a protected centralized Tool to house vital documents specific to current processes and procedures
Utilize MS Office Outlook on a daily basis to manage time, meetings and communication with all parties involved in each implementation (i.e. Wayne Dalton/PSI personnel, etc.)
Utilize MS Office Excel to manage evaluation status throughout each month
Utilize teleconferencing to facilitate meetings with Wayne Dalton/PSI personnel and all other relevant internal/ external personnel providing solutions to outstanding items
Education
Expected in June 2015
Master of Business Administration: Project Management University of Phoenix - Phoenix, AZ GPA:
Expected in December 2002
Bachelor of Business Administration: Business Information Systems Tennessee State University - Nashville, TN GPA:
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