Objective
To secure a position as a business analyst that will enable me to use my years of experience in combination with my analytical and problem solving skills to benefit your organization.
CORE STRENGTHS : Over 5 years of business and technical analysis experience
Outstanding analytical, problem-solving and decision-making skills
Specializing in Project Development, Analytical Documentation and strong working knowledge of ERP systems
Experienced in building test plans, managing regression, end to end and user acceptance testing
Proficient in managing multiple projects simultaneously
Versed in creating transition documents and training end users

Employment

October, 2002 -  May, 2008
Business Analyst

Identified options for potential solutions and assessed them for both technical and business suitability
Created logical and innovative solutions to complex problems
Drew up specific proposals for modified or replacement systems
Presented proposals to clients
Worked closely with developers and a variety of end users to ensure technical compatibility and user satisfaction
Ensured that budgets were adhered to and deadlines met
Drew up a testing schedule for the complete system
Oversaw implementation of a new system
Planned and worked flexibly to a deadline
Wrote user manuals

Provided training to users of the new system

June, 2001 -  October, 2002
Help Desk Manager

Managed and supervised daily activities of help desk function
Trained, coached, organized, planned and staffed operations 7 analysts
Coordinated development and reviewed service level agreements
Maintained liaison with all IT division operations and services to keep abreast of policy and procedural changes
Developed and reviewed procedures for help desk operating and procedure manuals
Directed system and operations support relative to maintenance and enhancement of help desk operating systems
Served as liaison to outside vendors of operational systems
Observed and measured organizational performance against customer requirements and recommended modifications to existing systems or development of new systems and IT support services
Prepared operational reports and analysis setting progress, adverse trends and appropriate recommendations or conclusions
Determined fiscal requirements and prepared budgetary recommendations
Monitored, verified and reconciled expenditure of budget funds
Prepared proposals for capital and operating expenditures
Recommended various personnel actions, but not limited, to hiring performance appraisals, promotions, transfers and vacation schedules

December, 1997 -  March, 2001
Help Desk Manager

Provided help desk support and end user support for corporate Headquarters in the US and for their subsidiaries in Europe England, Germany and France
Researched several proprietary help desk softwares and implemented Remedy
Coordinated application training/support for new hires
Conducted help desk customer surveys using Intranet to improve client satisfaction
Managed help desk staff of 4 first-level and 2 second-level analysts

Education

Skills
Programming Languages : RPG IV, SQL, C# Web-Development : Java Scripting, HTML, CSS Software : MS Visio, Crystal Reports XI, KRONOS, PkMS, LTL/400 ROBOHelp, WebSphere, WebReports, HelpSTAR, Remedy 6.0, HEAT, Red Prairie, Visual Interdev, MS Excel/PowerPoint, MS Access/MS Word/MS Project, MS Exchange/Outlook, Sharepoint, Lotus Notes, Cognos, Cisco Phone System, TRADOS Language Translation Tool Operating Systems : W2K/NT/XP, MS DOS, AS/400

Fluent in English - German French
Support and training of client/server hardware, software, peripherals, networked systems, support of business intelligence data warehouse