SYNOPSIS:

Over sevenyears of IT, System/Application Support, Project Management, Business & Data Analysis experience in the Telecommunication & Transportation Industry. Experience in leading and managing teams, conceptualizing the delivery process involving multiple stakeholders. Delivery Management-handling releases/enhancement activities. Manage overall activities of multiple projects/applications, plan staffing activities and resource loading activities. Consulting and supporting various systems, applications, and connectivity mediums, expanded knowledge of Windows 98, NT, 2K, XP/Unix, Windows 7, Vista desktop/Server environments. Excellent communications and interpersonal skills; clear understanding of business rules and ability to work well as part of a project team.

05/12 Present Confidential, Plano, TX
Enterprise Application Business Systems Analyst RITE System

• Organize, prioritize, review and develop documentation for enhancement requests for the RITE System.
• Manage enhancements and projects by working with user groups, identifying needs, translating needs to requirements, documenting requirements, coordinating version releases, and maintaining records.
• Mitigate any vulnerability or exposure that may exist or is found within the software systems of responsibility.
• Tests applications by coordinating testing and checks, working with users, ensuring all systems and/or functions are restored and informing users when systems are released.
• Coordinates consultant work by ensuring work complies with goals and objectives, prioritizing tasks and assisting with coordination, and translates language between end users and subject matter experts so each comprehend desired outcome and development needs.
• Schedule and coordinate software development and implementation for minimal impacts to end users and customers.
• Schedule and coordinate software training/communications prior to implementation for minimal impacts to end users and customers.
• Assists in budget preparation by making recommendations for software, hardware, and services related to RITE System Software.
• Assists in information security/disaster recovery projects.
• Manage and lead the installation and deployment of new Servers and Network Appliances for the RITE System.
• Manage and lead the patching and security updates for all the RITE System Hardware.
• Manage and lead Hardware/Software integration testing initiatives.
• Manage and lead Data Storage and Backup initiatives using technologies like EMC Data Domain and Networker.

06/10 12/11Confidential, Allen, TX
Spec/Business Systems Analyst Engineering Systems

• Manage a team of HP professionals supporting Service Activation applications
• Responsible for smooth order flow through the National Order Collection Vehicle
• Workflow Management, ticket guidance and assigning
• Change Management Administration
• Owner and responsible for the production support of all the internal engineering websites.
• Responsible for supporting several HP-UX and windows 2003 servers
• Documentation, process and checklist defining, training and sharing
• Manage System Integration and capacity planning initiatives
• Manage development tasks like in-house application and report development using agile and waterfall methodologies.
• Elicited, analyzed and documented requirements for improving, replacing or creating new processes and systems, worked with various stakeholders to define and manage the scope and requirements of the business requests.
• Designed end-to-end, scalable business processes including controls and metrics to measure and manage process efficiency and effectiveness.
• Prepared and executed test strategies, plans and matrices for new systems, processes or enhancements.
• Prepared and executed training of business users regarding new systems, processes or enhancements.
• Monitored projects to ensure client application solutions meet business and functional requirements.
• Worked with Quality Assurance to ensure appropriate testing is being done.
• Leverage past learning and category/business knowledge in support of client business decision making.
• Advanced knowledge of use cases and extensively involved in UAT.
• Status reporting to Business client on project progress.
• Operations & Performance reporting using SQL and Webfocus (Editor & Report Wizard)
• Provide technical leadership and subject matter expertise across multiple large-scale complex initiatives

03/09 05/10 Confidential,Plano, TX
Software Support Engineer Tier I Gold Support

• Provide both reactive and proactive assistance to all corporate clients.
• Troubleshoot and resolution of open incidents by applying knowledge of Intrusion detection.
• Use auditing tools for compliance (i.e. SOX, PCI, COBIT, etc...) working with Hercules/Policy Auditor.
• Troubleshooting according to OSI model, dealing with enterprise networks, server operating systems, and popular email servers (Exchange, Domino).
• Using MS SQL and MYSQL to troubleshoot management solutions
• Troubleshoot/qualify incidents before escalating to Product specialists.
• Liaise with Level-II and III, to facilitate feedback.
• Record and document all issues related to the clients.
• The creation of documented solutions for both internal and external support web-pages.
• Extensive testing using VM images in all Windows OS (server/desktop), Unix and Linux environments
• Provide technical support for the internal test environment in installation, configuration, and upgrading of operating systems and McAfee security products.

07/07 11/08 Confidential,Irving, TX
Sr. Consultant/Sr. Business Systems Analyst Network Operations

• Duties involving participating in full life cycle of the Project starting from Requirement Analysis, Design, Code, Unit Testing, System Testing and Deployment.
• Took initiatives like conducting RCA for executed Projects and improvised the project execution by following process like following task plan and improved team’s performance to deliver projects on time with Quality.
• Experience with writing queries in DB2, SQL and Web Focus to pull data for analysis on a regular basis.
• Extensive use of Excel to provide Productivity analysis for the Central Region to improve day to day operations as well to improve future direction.
• Provide technical leadership and subject matter expertise across multiple large-scale complex initiatives.
• Lead various projects to provide metrics and analysis for the Central Region, Analyze data related to provisioning and maintenance activities, Produced presentations for senior level Executives to describe service results and areas for improvement.
• Elicited, analyzed and documented requirements for improving, replacing or creating new processes and systems, worked with various stakeholders to define and manage the scope and requirements of the business requests.
• Designed end-to-end, scalable business processes including controls and metrics to measure and manage process efficiency and effectiveness.
• Prepared and executed test strategies, plans and matrices for new systems, processes or enhancements.
• Prepared and executed training of business users regarding new systems, processes or enhancements.
• Monitored projects to ensure client application solutions meet business and functional requirements.
• Worked with Quality Assurance to ensure appropriate testing is being done.
• Leverage past learning and category/business knowledge in support of client business decision making.
• Experience with implementing solutions, designing national procedures, and writing system Business Requirement Documents (BRDs).
• Extensive experience and knowledge of call centers, process improvement and project plan development.
• Extensive involvement in metrics development and reporting, data mining.
• Provide Senior Management with statistical analysis, trending, RCAs etc.
• Involved in ARMIS and PUC Reporting.

08/04 06/07 Confidential,Irving, TX
Spec (FTTP)/Reporting & Data Analyst Business Operation Support

• Responsible for assisting business units with day-to-day operations primarily relating to the direction and coordination of staff and service functions.
• Provide varying degrees of assistance with development, implementation, and monitoring of related goals, policies, programs, and practices.
• Responsible for producing and tracking FTTP Service Fulfillment and Service Assurance performance metrics for the Fiber Solution Center (FSC).
• Provide input for daily executive reports along with emphasis on data gathering and analysis.
• Extensive use of Webfocus (Editor & Report Wizard) to generate operational and performance metrics reports.
• Work with FSC management to identify and address aggregate performance concerns and keep tabs on daily fall out and service assurance trends.
• Provide special project and studies for continuous process improvement, quality, work efficiency controls.
• Responsible for providing technical solutions to the engineering and field operations functions.
• Installed, configured and supported a Windows 2003 Dell server specifically for development of metrics reporting and interactive report generating web tools.
• Responsible for analysis and explanation of changes in key performance measurements, such as CCI, MTTR and Serving Bureau Time, while managing ad hoc requests for analysis and the production of queries for Center Team Leaders.

05/04 08/04 Confidential, Irving, TX
Customer Support Analyst Fiber Solution Center

• Create trouble reports.
• Fault Isolation.
• Escalate trouble resolutions
• Perform fallout analysis and correlation
• Provide support to installation and maintenance technicians for service fulfillment
• Work with and support communication LAN/WAN networking components (i.e., PCs, Routers, Multiplexers, Bridges, and Switches etc.)
• Support data communication technologies (i.e., ATM, Frame Relay, SONET Services, T1 or Ethernet/TLS)

SKILLS:

Internet Application, Metrics Development and Analysis, JAD sessions, SDLC

Other Skills:

• Languages: C/C++, SQL, SAP R/3, HTML, VBScript, Web focus.
• Databases: SQL Server 2000/2005/2008, Oracle 11g, Discoverer 8i/9i
• Application Servers: Apache Tomcat, FTP, Weblogic
• Operating Systems: Mac OS, MS-DOS, UNIX, Linux, MS-Windows 95/98/NT4.0/2000/XP/Vista/Windows7, Server 2003/2008
• Software: Amdocs Clarify e-Front office, Amdocs Ensemble, Telecordia SMG, MS-Office 2000, XP, Word Perfect, Visio, TOAD for Oracle, MS-Project, MS-FrontPage, MS-Works, Adobe Photoshop, Lotus Notes, UML, VMware Workstation/Server

EDUCATION:
Bachelor of Science in Management Information Systems
Master of Science in Engineering Management & Information Systems, May 2010