CAPABILITIES AND EXPERTISE

• Seasoned IT professional with over 16 years of experience in business analysis, project implementation, business process improvement, business analytics, data warehousing, knowledgebase management, technical documentation, application testing, quality assurance and IT services delivery.
• Highly skilled in strategic business analysis, feasibility studies, stakeholder requirements elicitation and providing effective and balanced solutions to business needs.
• Experienced in problem solving and project execution with a sense of urgency, focusing on deliverables, ensuring steady project progress and guarding against scope creep and resource over-run.
• Very well organized with project tasks, time management, resource planning and overall requirement fulfillment and control of project execution.
• Excellent in providing document services for projects of software implementation, database management, network operation, application procedure, knowledgebase, process modeling and prototyping.
• Excellent communication and inter personal skills with a focus on trust building, consensus building, negotiation, mutual understanding and getting the job done.
• Strong skills in public presentation, content organization, writing effectiveness and delivery of technical and non-technical content tailored to diversified audience.
• Proficient with relevant technology management trend, software implementation and IT best practice.
• Excellent with technical tools related to business analysis, project management, technical modeling, graphics and web content and technical user interface design and evaluation.
• Experienced in technical research, data analysis, research reporting and knowledgeable about IT infrastructure, network protocols, software development life cycle with waterfall and agile development processes, Microsoft operating systems, database systems, and office productivity tools.

TECHNICAL SKILLS

• Business Analysis Enterprise analysis, analysis planning, requirement management, solution provision.
• Project Management Project planning, task execution, quality and change control, conflict resolution.
• Technical Writing Authoring, proofing, editing, knowledgebase, technical specification, presentation.
• Technical Research Proposal writing, research design, data collection, statistical analysis, reporting.
• System Development Agile methodology, system life cycle, solution evaluation, prototyping, modeling.
• Analysis Discipline IIBA BABOK, PMI PMBOK, Six Sigma, Delphi, SWOT, business analytics.
• PC Hardware Workstation/laptop configuration, system imaging, software installation,
• OS System Microsoft Windows 8/7/XP/Server 2012/2008 R2, Windows scripting, UNIX basics.
• Networking LAN admin, TCP/IP protocols, Active Directory, Client/Server support.
• Mobile Computing Remote desktop, Cisco VPN, RSA SecueID, LiveMeeting.
• Handheld Device RIM Blackberry, Tablet PC, Smart phones, iPhone, iPad.
• Case Management BMC ITSM, Clarify Help Desk, Advanced Help Desk, Hewlett Packard HPSM.
• PC Administration SCCM, Norton Ghost, VMware, OfficeScan, McAfee Endpoint Encryption.

PROFESSIONAL EXPERIENCE

Confidential

Senior Business Analyst

• Serving as a member of the technical steering committee to plan, execute and manage the project.
• Leading the effort of analyzing business processes, eliciting application requirements and validate program functionalities to meet business needs.
• Conducting stakeholder interviews, surveys, meetings on a global scale to analyze business models, operation processes and project issues and propose practical and effective solutions.
• Serving as power house for project knowledge and communication liaison between business stakeholders and engineering groups for project coordination.
• Participating in technical design and review activities and assuming overall accountability for the analysis and scoping aspects of a group of related projects.
• Being part of a team responsible for the active management of the overall progress of project and specific deliverables outlined by the project plan.
• Participating in managing task dependencies, resource planning, change controls for the related group of projects.
• Managing the technical documentation of business requirements, routine communications and project status updates and time tracking.
• Coordinating software test planning, test design, test execution, defect reporting and bug fixes.
• Microsoft Sharepoint 2012 for group collaboration.
• Extensive hands-on experience with platforms, applications and tools with:
• Hewlett Packard Service Management HPSM ITIL system or IT service management.
• HP Application Lifecycle Management ALM for requirement management.
• TIBCO Business Process Management BPM for process improvement.
• TIBCO Spotfire for report modeling and design.
• TIBCO Business Studio for Analysts for process and requirement modeling.
• Microsoft Lync online for conferencing and remote collaboration.
• Microsoft Project 2010 for project management.
• Microsoft Visio 2010 for organization/system/process modeling.
• Microsoft SQL 2008 R2 for reporting and data analysis.

Confidential

Sr. Client Technical Analyst

• Performed strategic business analysis and planned for resource requirements with stakeholders with regard to the selection, standards and deployment of systems and applications..
• Critically evaluated business processes, elicited requirements for application development and experienced with SDLC environment in designing of work flows and modeling of systems.
• Collaborated on IT projects related to enterprise workstation standards, deployment of business information systems, and technical support management.
• Maintained relationship with diversified and large base clients to support their business operations with effective delivery of software implementation and support services.
• Collaborated with IT service desk team to analyze trends, share knowledge, improve response procedure and provide relevant and timely solutions via the use of knowledgebase.
• Provided liaison and technical communication with top executives to assist the selection of knowledgebase systems, planning of resources, and management of knowledgebase.
• Published documentations in internal ITSM knowledgebase focused on technical specifications, application procedures, online help content, configuration processes, and user guidance.
• Provided clients with comprehensive technical orientation, workstation training, data backup and security, and draft business process modeling documents.
• Effectively collaborated with business stakeholders and IT subject matter experts in consensus building, conflict resolution and driving for results for project implementation.
• Applied extensive knowledge and skills in drafting related to customized system configuration, large scale system deployment, on-going system upgrade, and routine system maintenance and troubleshooting.
• Extensive hands-on experience with platforms, applications and tools with:
• BMC ITSM case management and knowledgebase applications.
• Graphics applications of Adobe PhotoShop, Illustrator, InDesign and PaintShop Pro, SmartDraw.
• Tech writing publishing tools of Adobe PageMaker, FrameMaker, MS Publisher.
• Online help tools of Robo Help, Doc-to-Help.
• Web tools of MS Expression Web, HTML and XML coding.
• Documentation with System migration to Windows 7 and Office 2010 for large corporate groups.
• Documentation for Microsoft SQL, Project, Visio, SharePoint installation and configuration.
• Documentation for CISCO VPN, WiFi, MiFi secure networking, MS remote desktop connectivity setup and support.
• Documentation with hard drive McAfee Endpoint encryption and crash recovery.
• Skillful in working with databases for query, reporting and data mining.

Confidential

Corporate Technical Analyst

• Participated in the planning, implementation, updating and training activities for enterprise technical support services.
• Worked with IT and business groups to conduct communication, presentation, lunch learn, incentive programs to attract attention and encourage knowledgebase use and sharing.
• Drafted technical knowledge in multiple digital communication and information system management areas in a large enterprise with diversified client base.
• Participated in implementing projects of call center management system, focused on capturing business requirements, improving response time and reviewingtechnical solutions.
• Provided supervision for technical documentation, support/implementation of computer resources to contribute to mission critical business systems and applications.
• Responsible for updating and maintaining documents necessary for client patches, technical support for assigned systems and applications and technical training for business clients.
• Provided technical infrastructure research and documentation for the corporate departments and in areas of implementing, purchasing, troubleshooting, and data storage solutions.
• Worked with various IT functional groups to perform tasks in support of IT projects within estimated time and in accordance with acceptable quality measurements.
• Provided documentation for Client/Server tech support for Networking, printing, email, data access.
• Maintained documentation for hardware installation and software setup, configuration and trouble-shooting applied solid knowledge of the assigned technical environment, and working knowledge of platforms and productivity tools.
• Owned technical projects or issues and investigated and resolved problems according defined SLA agreement. Monitored/documented support calls and assisted clients to resolve technical issues.
• Extensive hands-on experience with platforms, applications and tools with:

• Proficient with MS Office, Visio and Project applications for documentation.
• Intermediate skills in MS Front Page, HTML and XML coding.
• Proficient with Adobe product family including Acrobat Pro, PhotoShop, Illustrator.
• Document repository systems iManage, WaterMark.
• Maintaining documentation for web portal and Citrix applications.
• Experienced with legal apps LawManager, Delta View, Legal Fax, Westlaw LexisNexis ,

Confidential

CRM Technical Specialist

• Managed the implementation of corporate applications related to database management, technical case management system and graphics file database.
• Provided knowledgebase writing for corporate database servers, web servers, app servers.
• Worked with IT and business teams to analyze business needs and implement production management projects related to databases and help desk services.
• Maintained documentation for configuration on server systems and provided technical support to ensure minimum downtime.
• Collaborated with call center to identify trends, requirements and solutions by training and sharing of technical knowledge.
• Participated in technical training activities and designed training modules to introduce new applications, training for new users and improve productivity.
• Maintained relational databases, MS SQL, to ensure data upgrades and remote user synchronization. Performed database setup, migration and system upgrading.
• Set up and configured database and applications servers, Advanced Help Desk, for call center operations, web clients, management report focused on change management.
• Participated in Windows OS migration projects and assumed critical planning, designing, testing and deployment role.
• Managed file server for graphics versioning application, Bulldog.
• Provided documents for maintenance changes, user guidelines and troubleshooting procedures.

Confidential

Financial System Analyst

• Involved with reviewing and testing of financial applications in project implementation.
• Drafted application procedures. Performed transaction research and accounts resolution.
• Fulfilled high volume documentation requests for the internal groups with financial applications.
• Performed trend analysis to improve business volume and provided management reports.