sr business analyst resume example with 14+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Accomplishments
Skills
TECHNOLOGICAL COMPETENCIES
Agile; SAP ERP
JIRA; BMC Remedy; Active Directory
Ariba; MS Office; ServiceNow
Data Compiling
Requirements Analysis
Cherwell
Azure DevOps
Work History
10/XXX5 to CurrentSr. Business AnalystAthene | New York, NY,
Work in a Scrum team environment, participate in backlog review and Sprint planning sessions, following Agile methodology
Gather client specific business requirements and translate information into proper manner for developers, ensured that these requirements were fully tested and implemented accordingly for each production cycle by creating traceability Matrix
Prepare vendor service invoices of $47,000, ensuring billing accuracy using SAP and Dimension Data
Saved $6000 in asset tracking costs by relocating devices to a new mobile device management (MDM) system
Use SAP ARIBA to order supplies through different vendors including computers, office supplies, etc
Create and deliver mobile devices/laptop training to 320 financial advisors annually, decreasing time to deliver training by 75% and earning a 95% rating
Collaborate with Directors, Managers and other stakeholders to document discrepancies between current and desired process improvements
This has enhanced alignment of conceptual design/solution implementation with stakeholders’ needs by 20%
Lead the creation of projects’ timeline, task assignments, workshops, interdepartmental coordination daily scrum meetings
I ensure that projects are completed 10% under expected timeframes and 10% below budgeted costs
Create Quick Reference Guides (QRG) to enhance training end users
Lead User Acceptance Testing (UAT), improving detection of system challenges by 20% prior to organization-side rollout
Manage projects for Operations, seeing them through from start to finish
02/XXX5 to 10/XXX5IT Mobility AnalystCashman Equipment | Elko, NV,
Oversaw the MDM infrastructure support, design and daily operations for assets, worth over $15,000
Supervised MDM monitoring, maintenance, incident reporting, capacity management and provided resolutions to address identified concerns within various Business Units
Managed all content on internal mobility websites to verify that it comported with organizational communication guidelines
Executed End User Asset Lifecycle Management Activities, realizing 30% gain in salvage benefits
Ensured employee adherence with MDM compliance requirements, improving compliance by 25%
Protected security and integrity of assets, worth $45,000 on litigation hold, including preserving asset data and ensuring their return to the deployment center
Managed a queue of up to 30 tickets daily and resolved 95% of employees’ IT challenges within 24 hours or less
Developed solutions to address IT service delivery concerns, enhancing IT’s performance ratings by 15%
Administered the strategy and execution of communications’ project, encompassing the entire firm, including IT and End Users
The project was completed 25% under cost expectations.
11/XXX3 to 12/XXX4Help Desk SupervisorCloudflare | Los Angeles, CA,
Supervised, trained, developed, and evaluated 20+ customer service representatives (CSR), delivering technology support to the Centers for Medicare and Medicaid (CMS):
Coached employees’ customer engagement, growing productivity by 30%
Weekly
Real Time Handle (RTA) and Average Time Handle (RTA) expectations were achieved, as well
Optimized employee scheduling, decreasing overscheduling of talent by 100% and insufficient
Scheduling by 10%, in accordance with business needs
Conducted performance appraisals and identified employee improvement opportunities, resulting in 5% in performance deficiencies
Developed employees to improve their skills, reducing unexpected turnover by 6%
Achieved monthly Performance Scorecard metrics by delivering consistent training and monitoring employees’ customer service delivery
Resolved 100% of users’ hardware and software concerns, including:
CMR’s desktop and website issues
Unlocking user accounts/resetting passwords
Setting up corporate email accounts
Providing solutions to the 1-800-Medicare team, enabling them to communicate healthcare coverage
Information to clients
06/2007 to 07/XXX3Technical Support Team LeadVerizon Wireless | City, STATE,
Grew sales by 14% annually
I delivered effective sales’ training to subordinates, coaching the upsell customers on accessory products and services
Managed team of 15 Technical Support professionals, exceeding performance metrics, such as service quality/level, protocol adherence, and Average Handle Time (AHT) by 24%
The team resolved customer issues, including troubleshooting cellular phones, PC cards, Mifi devices,
Other wireless data equipment and assisted customers with ordering new and replacement phones and handling billing inquiries
Supported systems, such as: BlackBerry, Android, iPhone, Windows, Mac OS, Active Sync and BES (Blackberry Enterprise Server)
Education
Expected in to to B.B.A | ManagementTexas Southern University, Houston, TXGPA:
Certifications
Masters Certificate Project Management Certificate
Essentials of Project Management
Villanova University
Villanova, PA
ITIL Foundations v4
CBAP (In Process)
Affiliations
Asset Management
Ensure the integrity of hardware and software assets, valued of $1,800,000
Execute the protection of cloud data, decreasing potential security breaches by 30%
Project Management
Oversee the creation project timelines, input from all stakeholders, delegation of duties and accountability targets, completing projects 10% under targeted deadlines
Supervisory/Contract Acumen
Supervise IT professionals, ensuring 98% adherence to client service agreements
Evaluate vendor contracts to identify cost-saving opportunities, reducing supplier costs by 36
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