Business Analyst Resume

Professional Objective
A position with a combined technical and business leadership role in an innovative company where my unique combination of skills and experience can be of mutual benefit.

Qualification Highlights

Proven management and business skills from a range of positions on major accounts.
Excellent at managing customer expectations by developing metrics, reporting and communication plans, included reports such as CAB and TAB.
Analytic and structured approach to business problems.
Strong design skills enable me to find untraditional solutions to problems fast and efficient.
Successful in forming profitable and long lasting relationships on technical, administrative and executive levels with companies of all sizes.
Strong presentation skills obtained from being a frequent speaker/host in several customer meetings and from training, coaching and mentoring account delivery leads, project managers and team members.
High level knowledge and experience in a broad range of technologies

Technologies:
Administrative Systems: Word, Excel, Access, PowerPoint, Visio, MS Project, SharePoint, Outlook and outlook Express, Lotus Notes and experience with General Motors IS&S Management Framework (Standardized Work Process), HP Software.

Employment History

Confidential - Troy MI 5/2012 - Present
Service Continuity and Capacity Manager (General Motors account)

Facilitating and coordinating disaster recovery drills
Ensuring that the proper process is being followed in order to execute a disaster drill
For Capacity management, pulled reports in a timely manner
Hosted meetings both internal and external to address any issues with capacity
Determining root cause for any issue that pertains to Capacity or Service continuity

Confidential Pontiac MI 1/2006 - 5/2012
Business Analyst / ITIL Process Manager (General Motors, FDA and Heathway's Accounts)

The position involved all phases of ITIL functions incident, problem, configuration, change, release, capacity and service continuity management. Areas of accountability include: SAP, Global Purchasing Supply Chain. PeopleSoft and Infrastructure.
Designing and developing processes and process documentation, implementing new systems and/or process improvementsas well as cost reduction technologies.
Implementing and applying continuous improvement plans also included creating training material and delivering training to various groups.
Interfacing with customers concerning issues or problems and determining root cause in order to develop and implement corrective action plans.
Effectively manage and mitigate risk of project and infrastructure deployments in the various data center facilities, including assessing priority and impact.
Ensuring adherence to the various processes: Change, Incident, Problem, Release and Configuration management.

Confidential Dearborn MI 3/2004 - 9/2005
Project Support Specialist (Ford Account)

Designed and created contracts (Statement of Work).
Change control and fleet management for the customer in a timely and accurate manner.
Trained new staff members to the program, which also included on-going supervision.
Generated periodic reports for senior management.
Maintained data integrity.
Implemented Incident and problem management.

Education

B.B.A.

Skills
Excellent verbal, presentation, communication and interpersonal skills
Strong organizational and documentation skills
Exceptional attention to detail and analysis skills

Notable
ITIL Foundations - Certified
ITIL Practitioner Release and Control- Certified

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