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Sr. Methods & Procedures Analyst Resume Example

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SR. METHODS & PROCEDURES ANALYST
Professional Summary

Perceptive Sr. Business Analyst with over 20 years of experience in the creation and deployment of technical business solutions utilizing data to drive critical business decisions. Experienced in process analysis to meet company objectives and resolve complex issues in creative and effective ways. Ready to lead company-wide business intelligence initiatives through logistical management and hands-on analysis.

Skills
  • Works well in a team environment or independently
  • Communicates effectively with diverse individuals
  • Training expertise
  • Good understanding of web services, software development, database
    technologies and networking concepts
  • Capable of maintaining patience and respect with customers and peers
  • Technical writing
  • Vendor relationship management
  • Experienced with Windows OS, MS Office Suite, Excel, PowerPoint, SharePoint/InfoPath, Access
Work History
Sr. Methods & Procedures Analyst12/2018 to Current
Company Name – City, State

Business Analysis

  • Create and modify business models supporting the work order process fully considering the impact of system change on users.
  • Analyze transaction flow using general accounting practices as well as technical approaches such as testing, design and advanced queries.
  • Make recommendations and direct application modifications to support operational business needs.

Application Development & Support

  • Manage system upgrades and conversions including databases, applications and interfaces to ensure system versions are within supported OS/software patch levels.
  • Develop business models supporting the archiving of data that meets business data retention requirements.
  • Review, design or modify complex structured queries to provide needed access to departmental information in support of daily operations.

Team Work & Leadership

  • Serve as primary resource for inquiries regarding expense management software, database hierarchy, and system administration.
  • Cross-train internal and external customers to ensure ledger feeds flow properly to internal and external financial applications.
  • Mentors peers to build effective team skills and is involved with other team members as required for task groups or special projects.
  • Lead weekly meetings on ticket management (ITSM/JIRA) and train peers on researching complex service requests.
  • Team Lead for all Mobile University service escalations and fiscal line of business as well as direct vendor account management (ATT & Verizon Wireless). Recently renegotiated a new agreement saving the University $75,000 per month utilizing the NYS Contract.
  • Member of the Managers on Call team. Provides after-hours support and emergency preparedness procedures. Occasional rotation of one week, 24 hours by 7 days, as needed.
  • Maintain and update on-call escalations lists and procedures for various lines of business.

Audit & Finance

  • Perform audits to ensure that billing properly reflects current service rates for various departmental services.
  • Use audit results to put in place change to resolve application or process issues.
  • Works with complex relational databases and external data sets to provide reliable and accurate transaction records to internal financial systems.
  • Produce monthly, quarterly and yearly management reports using accepted accounting practices to closely track revenue and expenses.
  • Serves as the department Lead and liaison for all wireless partners; conduct quarterly rate plan analysis and recommend changes to reduce costs while meeting customer needs.

Strategic Development

  • Evaluate and recommend new products or changes to existing programs or products oriented toward marketing, education, or services offered to departmental customers.
  • Conduct surveys, write detailed project plans, develop user requirement documentation and assess responses from external vendors.

Customer Service

  • Assess customer needs and convey a sense of being listened to by confirming customer requirements during program development, design, testing, and implementation.
  • Promote confidence among staff so they can approach the incumbent with any idea, and receive respect, due consideration, and follow up.
Sr. Programmer Analyst01/2008 to 12/2018
Company Name – City, State

Technical Support & Development

  • Overall technical liaison for Enterprise Training/ISD trainers and content managers.
  • Supported and used business software (Access/SQL databases, web pages, scripts, SharePoint, InfoPath, MS Office, etc.) to ensure robust technical environments that met departmental requirements of Medical Center staff and Enterprise wide initiatives.
  • Worked closely with internal customers to establish requirements so they would align with system designs.
  • Created custom Access databases and utilities to automates various manual office tasks.
  • Fully automated an existing Quality Assurance role previously done by 2 FTEs, allowing us to free them up and utilize these their expertise in other parts of the business.
  • Designed intuitive graphical user interfaces to improve user experience.

Reporting

  • Worked closely with Senior Leadership, Managers and end users to provide data driven reporting to meet various organizational needs.
  • Daily/weekly/monthly/yearly reports were created to closely track metrics and progress of ongoing projects and all daily operations.

Team Support

  • Provided dedicated technical training to new and existing employees.
  • Supported 60 end users with technical support (MS office, printing, email, etc) which supported day to day operations.
  • Maintained and monitored over 150 work stations in 3 locations. Supported all audio visual equipment.
  • Coordinated and developed a PC replacement plan to replace
    150 work stations in support of Educations Service's training initiatives to ensure a seamless classroom training experience.
Sr. Communications Engineer09/2004 to 12/2008
Company Name – City, State

Network Oversight

  • Oversaw business telecommunication networks, including telephones, office equipment, internet, and cable.
  • Monitored and analyzed system performance, such as network traffic, security and capacity.
  • Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
  • Worked closely with Voice Network administrators and server engineers to ensure the delivery of quality service.
  • Coordinated installation of new users and the relocation of existing users.

Vendor Management

  • Managed various multi-million dollar service agreements with high level external vendors (Frontier, Time Warner, WindStream, ATT). Developed collaborative working relationships with all external business partners to ensure high levels of customer service and service accountability.
  • Review RFPs, performed contract negotiations and rate structure development.
  • Provided periodic vendor audit reports to monitor trends and pricing to forecast future business requirements.
  • Communicated effectively with vendors to determine pricing and technical specifications for available hardware, software and services.
  • Was an active team member of a 4 year voice network transition project that allowed the entire University(25,000 voice lines) to move from an antiquated legacy system to a modern SQL Server based tele-management system. Provided process support as well as the coordination of end user training for new system users and staff.

Network Audit

  • Identified poor quality lines and underutilized circuits. Consolidated like services for cost savings.
  • Performed telecommunication and networking business evaluations.
  • Assessed facilities to determine capacity and needs for telecommunications systems.
Education
Bachelor of Science: Communications TechnologySUNY College At Brockport- City, State
Simon Business School- City
  • Completed graduate classes in Marketing Management & Corporate Financial Accounting
University of Rochester- City, State
  • Completed coursework in University Leadership and Project Management and Prioritization
Certifications

Certified Scrum Master (CSM via ScrumAlliance.org)

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Resume Overview

School Attended

  • SUNY College At Brockport
  • Simon Business School
  • University of Rochester

Job Titles Held:

  • Sr. Methods & Procedures Analyst
  • Sr. Programmer Analyst
  • Sr. Communications Engineer

Degrees

  • Bachelor of Science : Communications Technology