Business Support Analyst Resume Profile

BUSINESS SUPPORT ANALYST

Strong research and solution design skills in a technology environment. Learns new systems quickly demonstrates good communication skills works well with teams excels at problem solving. Worked as an individual contributor with minimal supervision required.

PROFESSIONAL EXPERIENCE

Confidential

Business Support Analyst

Worked with team members to identify, to measure and resolve technical issues impacting client business performance.
Respond to and resolve client and system user requests. Perform impact and root cause analysis of reported system trouble.
Engage and coordinate necessary internal and external resources for technical and administrative work.
Kept client business and company leadership informed and updated on issues impacts and case work progress.
Create and execute Job Aids to help define processes.

ACCOMPLISHMENTS:

Created reports using SQL that identified issues and progress on outstanding issues to be worked and discussed with clients, administration and development team. Created Job Aid to validate Monthly Tax reports and additional Job Aids to define processes required.

Confidential

Data Administration / Sr. Process Engineer

Enhanced and simplified customer ordering and accuracy of data content on the customer-facing eBusiness toolset.
Create ad hoc reports using SQL for cost and pricing analysis.
Worked with commercial operations and product manager leaders globally to resolve order issues for the order management team.
Created the monthly web-based downloadable catalog, the monthly advance notices for catalog changes and the emergency data notifications.
Maintained customer information in SAP.
List of eBuniess toolsets effected: GPPR-Global Part Price Repository, GPPC-Global product and pricing catalog, EC-Enterprise Configuration, SBA-Special Bid Approval Administration Application, SAP FT.

ACCOMPLISHMENTS:

Selected as Point of Contact for issues involving order management with the catalog. I.E. pricing or product statuses on an order.

Confidential

Sr. Process Engineer

Identical responsibilities as listed above for Avaya. Nortel Enterprise Division Acquired by Avaya.

ACCOMPLISHMENTS:

Formulized the Emergency Delta process to inform distributors on a formatted report of changes to pricing and products not done on the monthly schedule. This increased customer satisfaction with notification of changes and reduced ordering issues.
Assigned to head a Tiger Team to resolve customer issues with Parts and Pricing Catalog. Defined the issues, determined the root cause and schedules for resolution. .

Sr. System Analyst

Project Leader on APA system Automated Pricing Actions system using Perl and HTML until system support outsourced and converted to the GPPR- Global Part Price Repository.
Project Leader for the Part Price System using Oracle Forms, and Pro C.
Project Leader on the Distributor Axis System Ideal and datacomdb environment on the IBM.
Project Leader on the maintenance and development required for the Contract ledger System, Auto Quote and Customer Master Systems.

ACCOMPLISHMENTS:

Created an audit report that checked the totals on all the separate reports to verify they tied to the general ledger postings. Audit report became the monthly revenue report for the system.
Debugged and enhanced the Contract Ledger System, so the cost and revenue calculations for the installation projects tied to the general ledger cost and revenue transactions.
The Part price catalogs extract programs that were written in ProC C with embedded SQL that would normally take overnight to complete. Restructured the database keys and queries and the reports which resulted in completion in less than an hour.
Collaborated with the global part price team with the conversions in combining the data from the America's with the Europe's and Asia's Part Price Repositories. Resulted in one base price, description, catalog chaptering and notes used globally.

TECHNICAL SKILLS

LANGUAGES: C, PRO C, SQL, SQLPLUS
HARDWARE: PC, H/P UNIX
ONLINE FORM DESIGNERS: VIEW, Oracle Forms, Ideal, MS Access
D/B MANAGERS: IMAGE, Oracle, and DataComDB
SOFTWARE: Easyflow, Winrunner, Excelergy Revenue Manager, SAP, Clarify, Clear Quest, MS Excel, MS Project, MS Word, MS Visio, Toad, DDEMEZ, GPPR-Global Part Price Repository, GPPC-Global product and pricing catalog.

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