SUMMARY:

• IT Business Analyst/Experienced Systems Analyst: Self - starter with outstanding interpersonal, organizational, communication, and customer relations skills who has worked in a wide variety of industries globally. Able to capture stakeholder’s visions through elicitation and investigation and resolve issues.
• A prior insurance claims adjuster exposed to varied computing environments and support systems, technically adept, yet able to build relationships, walk into unfamiliar environments and “roll up my sleeves” get going
• Interviewing/Eliciting Information Active Directory Lotus Notes
• Negotiating Microsoft Office 2010, 2007 Training Document creation
• Salesforce.com Network and LAN administration Windows 8 & 7
• Remote Desktop Technologies Salesforce.com Cloud Self-taught in SQL, HTML & CSS
• Increased end user adoption of Salesforce by 10%
• Assisted co-worker and handled 60% of her tickets in addition to my workload.
• Obtained buy in from the web design department for suggested fixes of web design,
• Obtained 70% Increase/improvement in testing on all browsers improving website for general public/tax payer
• Resolved 2000+ second tier support tickets monthly.
• Sole support for 48,000 end users
• Creates and writes documentation for end users of varied skill levels
• Adept a negotiating bringing settlements down to 4-6k from 40k demand.

EXPERIENCE:

Confidential

Salesforce Data Analyst

Responsibilities:

• Working with Channel Sales team, reviewed accounts and contacts in Salesforce. Worked to determine and clean up Sales team data base.
• Planned, coordinated and set up meetings with Channel Sales team throughout the world. Used this know- ledge to determine which accounts should be kept as well as contacts.
• Performed regular review and follow up via reports, to determine and track status of accounts created to determine if they were duplicates or not.
• Used this knowledge to make suggestions and improvements to lead, and account creation processes.

Confidential

Business Analyst

Responsibilities:

• Participated in Stakeholder meetings, documenting meeting minutes and decisions.
• Planned, coordinated and set up meeting for various participants and stakeholders.
• Tracked decisions made in Jira, maintaining documentation as needed.
• Performed regular follow up to track status of various parts of the project.

Confidential

Business Analyst

Responsibilities:

• Met with Stakeholders, conducted requirements gathering, Elicited/Reviewed Knowledge Base/Wiki and gave recommendations to Stakeholders on improving the Knowledge Base/Wiki, processes and content.
• Worked collaboratively with Helpdesk and various Software teams to create new/sample landing/home page for client to use in creating future knowledge base articles for applications and business processes.
• Met with internal stakeholders to help improve support and manage the phased integration of Service
• Desk from business hours (9-5) to 24/7 operations.
• Helped develop new IT service management and IT support operations processes.

Confidential

Salesforce System Administrator

Responsibilities:

• Trainer- conducted research, then developed and presented Salesforce trainings in Spanish to remote Latin
• American business partners via GoToMeeting and Skype and translating Salesforce reference and training
• Guides into Spanish while learning the system. Achieved 10% increased use/adoption of system.
• Obtained buy in for increased use of Salesforce by marketing, establishing and building relationships with
• Latin American partners using Skype, GoToMeeting, GoToWebinar and email to ease communications, and resolving technical issues faced by Latin American partners.
• Supported Administrators located within deployed countries

Confidential

SSL Special Projects Analyst

Responsibilities:

• Partnered with remote customer facing group, Professional Services, to optimize renewal of SSL certificates and customer success, utilizing periodic review of Salesforce/Siebel ticket queue.
• Established relationships via email and phone with customer facing group; and performed routine follow up.
• Coached/trained group, provided mentoring and guidance on customer success/relations, procedures and processes surrounding renewals, and obtaining buy in via persuasion for action, following escalation procedures surrounding SSL certificate renewals and expiration status

Confidential

Business Analyst/Help Desk

Responsibilities:

• Captured Stakeholder vision by resolving efficacy issues with Professional Qualifications Registry.
• Created and designed an effective end user document library to assist 48,000+ end users with several State mandated licensing and registration applications.
• Participated in the development life cycle of State registration website and performed process analysis using help desk tickets and web design knowledge to improve website design for external stakeholders/users.
• Obtained buy in from the web design department for suggested fixes of web design, as well as a 70%
• Increase/improvement in testing on all browsers improving website for general public/tax payer.
• Resolved 2000+ second tier support tickets for external clients throughout Massachusetts, monthly.

Confidential

Help Desk Analyst /Deskside Support /Data Security Systems Analyst

Responsibilities:

• Trained Users on Company Information Systems, hosting regular trainings on Network IT resources.
• Minimized downtime by rapidly diagnosing and resolving problems, handling up to 60 calls a day, assisting end users via telephone to resolve 90% of incoming calls in a single call.
• Created new user account and passwords, assisted users with account and password resets, using Active
• Directory and appropriate company security protocols, Configured, built and installed new computers.
• Assisted end users with questions regarding Office 2000 Operating System, and utilized internal knowledge bases to provide software support to resolve/ route tickets in 122+ different software, and other assorted questions on items ranging from headsets, telephones, to at-home routers.
• Managed Auto and Home Owners Bodily Injury claims, negotiating satisfactory settlements to all parties.
• Interviewed all associated parties eliciting information, maintaining and managing correspondence.
• Gathered requirements from attorneys and others involved to determine the best path towards settlement.
• Wrote reports creating business case for settlements in a specific dollar amount, obtaining management approval, and then negotiating and settling these cases.
• Demands would start at $40,000; - settlements were in $4-6,000 and keeping within budget constraints.
• Managed cases according to state regulatory guidelines and timelines, time boxing activities as needed.
• Acted as Spanish translator/interpreter as needed.