Experience

• 

  Sprint

  Jan 1997 - Jan 2001

  • Monitored, updated and completed tasks on the LDD (Sprint Long Distance Division) transition plan for all departments transitioning from Sprint PCS.• Worked with various groups within IT to encourage cooperation between each team and Asset Management in the process of locating assets.• Spearheaded project to create new process for Asset Management Asset Analysts to dispatch help desk tickets to on-site support requesting assistance in locating assets. This provided a tool for gathering metrics on the interaction of the two teams versus the phone calls and e-mails that were used previously.• Instituted a process with the Security team to obtain a usable report regarding stolen assets that had never been provided before.• Worked closely with Technology Refresh team to develop synergies between the two teams.• Performed preliminary interviews for open positions. Show less Project Lead• Worked with managers from across IT in project to align Asset Management policies, practices and tools with standard industry practices. Participated in brainstorming sessions, created 95% of all documentation used to create final presentation for Executive Leadership Team, provided input on ideas discussed, and made sure all necessary parties were kept informed of progress and decisions made.• Coordinated with on-site support team leads to develop a schema in Remedy, the IT ticketing system, which provided an electronic means for on-site support to submit asset information.Asset Analyst II• Responsible for maintaining accuracy for 40,000 computer assets in the Central/Southeast area of the US, including 9 Call Centers.• Created Access database to track Site Asset Coordinators for all local and national Sprint PCS locations and identified these coordinators.• Voluntarily provided technical support to team members when needed.• Trained new contractors on proper departmental processes.• Trained on-site support on Asset Management processes and procedures.• Conducted regular database audits via e-mail and on-site visits.• Assisted in nationwide inventory project phase II - Created entire inventory schedule in Excel in one 24 hour period by researching number of assets in each location, estimating time needed to conduct inventory and separated into five regions for Inventory Coordinators to be responsible for. - Coordinated, audited and inventoried sites using Symbol hand-held scanners. - Supervised 4 contractors in researching discrepancies. Show less • Instructed users in troubleshooting and resolution of network connectivity and software issues via the phone, dispatched tickets to on-site support when necessary.Senior Support Analyst• Advised help desk technicians in technical and procedural issues.• Instigated the notification process when major network issues arose and made sure updates were sent to executives and fix agents in a timely manner until issue was resolved.Team Lead (Direct reports: 12)• Assisted in organizing the transition of help desk from EDS to Sprint PCS.• Monitored tracking system transition from Vantive to Remedy.• Addressed performance and attendance issues with contractors and contracting agencies.• Reviewed team members’ help desk tickets for errors.Team Lead Backup (Filled in for Team Leader as necessary)• Interviewed technician candidates.• Produced, maintained and distributed team statistics• Provided technical support for technicians.Help Desk Technician• Maintained call procedure database which all Help Desk Technicians used to verify the correct documentation and dispatch procedure for each call.• Mentored new technicians by training them in all Help Desk policies and procedures and assisting them in their first few weeks through reviewing their cases and answering any questions they might have while taking calls from users. Show less

  • Team Lead (Direct Reports: 6)

    Jan 2000 - Jan 2001

  • IT Asset Management

    Jan 1999 - Jan 2000

  • Internal Support Help Desk

    Jan 1997 - Jan 1999
• 

  Sprint pcs

  Jan 2001 - Jan 2002

  Senior analyst

  • Identified the need for, and developed, a process to notify IT Finance when a project was closed so the Project ID (PID) could also be closed. This prevented unnecessary monies being charged to the PID.• Led project to validate all project information for 2002 Work In Progress (WIP) process.• Participated in project to combine the Time Tracking Database with the Master Project Database by researching and resolving any mis-matches of data between the two databases.• Maintained Project Data Repository that used MS Access to store all IT Project information based on input from Impact Assessments, Project Managers, and IT Executives. Show less

• 

  Sprint

  Jan 2002 - Jan 2016

  • Acted as liaison between development team and IT for items such as change requests, DHCP gateway requests, and network share drive access requests.• Led requirements gathering for internally developed reporting and coaching tools to direct technology improvements. The internal tools were built on ADP/.Net technology and hosted on a Windows IIS web server.• Documented requirements and defined scope of projects.• Defined and performed user acceptance testing prior to engaging stakeholders for final approval.• Spearheaded project to integrate a retiring quality process into the existing coaching tool by working with the stakeholders to gather requirements, determine best solution to improve the process during integration into the coaching tool, and communicate requirements and solutions to development team.• Documented all tool changes and provided presentations to stakeholders to ensure understanding of changes.• Developed reports using MicroStrategy, SQL, Crystal, MS Access and MS Excel. • Served as SME for all tools and processes by holding regular meetings, providing training, and answering follow up questions for end users and fellow team members. • Provided technical support for all tools by triaging issues, researching the cause, and implementing a fix or providing the necessary details to the developers to fix.• Conducted frequent data analysis to assist with sales and agent performance. The data involved could range from customer feedback surveys, to specific device sales, to agent behavioral performance, to supervisor coaching performance. • Improved efficiency of existing report for agent metric monitoring by creating an Access database for metric comparison. The monitoring had previously been done via multiple Excel workbooks. This cut report production from one week to two days on average each month. Show less • Identified an upward trend of retail employees requesting temporary store access in RMS via Service Desk tickets which have a 5 day SLA. Proposed a solution that would allow designated retail employees to perform this change to be effective immediately. This change saved IT $144,000 or more a year due to ticket elimination, and the retail employees saved countless hours waiting for these changes to occur.• Collaborated with Service Desk tools team to improve ticket coding that would allow better trending of issues. • Identified duplicate IT tickets being created. Once the fix was implemented it reduced the number of tickets generated for multiple application owners. • Performed trending of Service Calls then worked with fix agents to find the cause and implement solutions.• Interviewed prospects for open positions. • Provided new hire training.• Responded to team e-mails that were received. Typical e-mails included ITIL (IT Infrastructure Library) process and Service Desk tool questions.• Developed weekly project status report to communicate differences the team was making.• Coordinated weekly team meetings and monthly ITSM Brown Bag sessions. Show less • Performed trending of Service Calls then worked with fix agents to find the cause and implement solutions.• Drove Root Cause (RCA) and Irreversible Corrective Action (ICA) for high priority outages. Ensured fix agents researched outages to find the true cause and then implemented a fix that would prevent future reoccurrences.• Trained new Problem Analysts.• Served as Reporting and MS Excel SME for entire team.• Assisted in early stages of conversion to IT Service Management best practices by providing feedback on process and reporting needs.• Manually maintained Daily System Availability report that calculated percent of availability for each application supported by IT. Worked with the IT Reporting Team to automate this report.• Coordinated weekly team meetings and quarterly Problem Area Coordinator meetings. Show less

  • Business Analyst II

    Jan 2008 - Jan 2016

  • Business Analyst II

    Jan 2006 - Jan 2008

  • Problem Analyst

    Jan 2002 - Jan 2006
• 

  Linkedin pro

  Dec 2016 - now

  Freelance project manager, business analyst, itil problem manager, writer, editor, proofreader

  Currently seeking projects that require attention to detail, organization and time management finesse from a technical professional with more than 8 years Business Analyst experience, 19 years IT experience, and even 2 years of call center experience. I can offer advanced Excel, Word and Access skills, create PowerPoint presentations and Visio flowcharts, basic SQL queries for data mining, Crystal reporting, and in depth data analysis for trend identification, forecasting, trouble identification, etc...I have worked in a Waterfall environment and have worn the Scrum Product Owner hat. I have experience with requirements gathering, scope definition, UAT and working with IT to ensure the stakeholder's needs are met. I am also well versed in ITIL with a focus on Problem Management. If I do not have the knowledge needed, I will not hesitate to get it to help my clients.Meeting scheduling? Not a problem. Technical writing and training material creation also available. I can even provide the training to end users if you would like. I also am interested in proofreading, editing, and writing projects.As you can see from this brief summary, and my background, I have a varied skillset and do not shy away from a challenge. If you have a project that needs someone like me, let's talk! Show less

• 

  Genesis10

  Jan 2017 - Jun 2018

  Business analyst

  • Served as process owner for GLBA governance within TIS and built all governance guidelines from the ground up.• Served as process SME for TIS Risk Management in the areas of issue management, application assessment, QA testing, and the risk and control self-assessment process (RCSA).• Governed ISM (Issue Summarization Memo) and CAS (Consolidated Assessment System) processes by working with policy owners, Cyber Security and CIO to meet approval SLA’s and ensured process adherence. This included explaining process expectations, holding approval meetings, engaging proper resources on short notice as needed for urgent issues, and providing reports for guidance.• Trained new team member to take on ISM and CAS responsibilities after serving as SME for only one week.• Assisted RAU owners with meeting expectations of RCSA program by providing reports for guidance, leading status meetings, providing process guidance, and engaging proper resources to expedite action completion as needed.• Led process development and governance for RCSA program and QA testing by providing guidance to help RCSA coordinators reach their deadlines.• Actively participated in executive level risk awareness meetings.• Created PowerPoint presentations to outline risk matters for data center consolidation initiative.• Developed reports using MS Excel then utilized SharePoint for distribution. Show less

• 

  Pnc

  Jun 2018 - now

  • LOB Risk Manager

    Jan 2022 - now

  • LOB Risk Specialist

    Jun 2018 - Jan 2022