Andrea Minor
IT Support and IT Analyst
El Paso,United States
Summary
Goal-oriented Support and Business Analyst who can successfully assist a company by developing and implementing updates to operational standards, team organization and employee engagement strategies. Proactive and personable with top-notch skills in streamlining information, prioritizing tasks and approaching issues with analytical mindset. Bringing years of experience and demonstrated track record of success.
Overview
30
30
years of professional experience
Work History
Oracle Support and Business Analyst
Oracle Corporation
05.2009 - 08.2022
- I was charged with support and analysis of different areas of Oracle Human Resources with my main focus being Oracle Time and Labor, Human Resources, but also any other product that needed support during the evening shift that I supported. Supported Oracle EBS 11.5.10.2, 12.1, 12.2 and some Cloud functionality in Human Resources and Oracle Time and Labor.
- In this job I was charged to work customer led Oracle service requests for each product, efficiently and effectively, to help resolve customer's software issues on a large financial and global scale.
- I worked with L1/L2/L3 Support
- I worked the fourth shift and therefore, I worked alone, and had to effectively manage my time and the customer's requirements and needs in order to resolve their software issues
- I have real time functional and technical expertise and the ability to quickly adapt to new environments when needed.
- Identified functional issues in software and wrote bugs for Oracle Development for the enhancement of the product,
- Supported and tested product releases
- I had to diagnose and resolve in response to customer reported information technology incidents.
- I maintained the OTL Confluence page and also the OTL communities, where outside vendors went to ask specialized questions.
- I have the ability to relate product functionality to business processes, thus offering Implementation advice to customers on how to meet various business scenarios
- I have the ability to decipher software logs and trace files, which I then have the ability to act on and find a resolution to said problem.
- I am proficient in SQL and am able to write queries and pull data accurately to make reports if needed I understand the business process flow and perform functional testing as per business requirements with functional test scripts
- I developed and maintained problem tracking and resolution databases
- I was tasked with resolving service requests, performing Oracle Web Conferences in support of customers when they cannot resolve issues, maintained my queue, helped my team members with their queues, and any other functions to ensure that our global team works together seamlessly for the good of Oracle Corporation and Oracle Customer Support.
- Conducted interviews with subject matter experts to gather information on existing systems and procedures.
- Communicated with customers, competitors and suppliers to stay abreast of industry or business trends.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
- Gathered feedback from end users or subject matter experts regarding usability issues related to applications or systems.
- Developed reports using SQL queries to track progress against key performance indicators.
- Assisted in developing training materials for internal staff on new products or services.
- Recommended improvements to existing or proposed systems to enhance solution functionality, gap analysis and stake holder management.
- Identified needs of customers promptly and efficiently.
- Provided technical support for existing reports, dashboards or other tools.
- Disseminated information regarding tools, reports or metadata enhancements.
- Wrote functional user guides to be utilized by internal employees for training needs
Asset Management Functional Lead
Accenture
Chicago, IL
05.2007 - 05.2009
- I worked as the lead PeopleSoft Asset Management functional lead
- I analyzed business problems and user requirements to develop functional specifications
- Interfaced with SME's and other PeopleSoft module leads to provide problem resolution via modifications to the application or business practices
- I provided day to day support to PeopleSoft Asset Management
- I worked closely with my client counterpart to meet specific tasks and deadlines
- I performed as the functional lead and owned overall responsibility of assigned modules in support of Accounting staff
- I was responsible for application design and specifications for the PeopleSoft Financial systems
- Support the PeopleSoft Accounting and Financial system interfaces from the company core business systems
- Develop and design new reports/queries as requested by the Accounting
- I analyzed requirements and communicated with all levels of management and operational users of automated systems
- I effectively interfaced with Information Systems Department, in all phases of project management, as needed
- I participate in user acceptance testing and coordinated system implementation
- I prepared and conducted the Conference Room Pilots for PeopleSoft Asset Management
- I participate in developing user documentation and user training material
- I participated in priority management of Information System
- Service Requests
- I have been through two full PeopleSoft implementations
- I have experience creating functional design documents
- I also have knowledge of GAAP (generally accepted accounting principles), accounting and budgetary concepts
- I also have experience in Procure to Pay, Fit/Gap, system configuration, testing, workflow configuration (functional) and cutover tasks.
Peoplesoft Financials/HR Professional
The City of El Paso
El Paso, TX
03.2005 - 05.2007
- I worked on a functional/technical team implementing PeopleSoft Financials, 8.4 SP1, Accounts Payable, Asset Management, Billing, Banking, General Ledger, Inventory and Purchasing, PeopleSoft HR 8.9, Recruiting, Workforce Administration, Benefits, Compensation, Payroll for North America, Workforce Monitoring, Pension, PeopleSoft Query Tool, PeopleSoft Security, UPK
- I made modifications to add functionality to existing PeopleSoft objects using PeopleTools
- Created all the necessary PeopleSoft objects such as records, pages, components, menus and process definitions to allow users to run the developed reports from PeopleSoft's Internet Architecture
- I setup security access and use the registry wizard to add the menu item to the portal registry
- Migrated development projects from development to test
- I interviewed consultants' and conducted all meetings concerning Asset Management
- I wrote configuration documentation, acceptance test plans, and test scripts for the Asset Management Implementation
- I coordinated training on Asset Management so that the users were functionally trained on how to utilize the system before the go-live date
- I worked with the City Comptroller's office/Financial Services to successfully implement the Asset Management module for Peoplesoft Financials 8.4, for the City of El Paso
- I was responsible for first-line support to end users
- Responsibilities included: take user calls, create tickets, provide initial resolution or analysis of the problem and then follow the ticket through to completion
- I have a functional and technical understanding of the application to provide initial troubleshooting to determine if the issue is navigation, workflow, user training or an actual programmatic issue.
Human Resources Report Analyst
The University of Texas at El Paso
El Paso, TX
04.2003 - 03.2005
- As a programmer analyst, I was responsible for the analysis and creation of Crystal reports that were requested by the Human Resources department
- I worked on a Oracle database and pulled queries for those reports.
- Provided support for end users in troubleshooting system issues.
- Performed data analysis to identify trends and recommend solutions.
- Created automated scripts to streamline routine tasks and reduce manual labor hours spent on processes.
- Created reports, presentations, and other documentation for stakeholders.
- Developed complex queries to extract data from multiple sources for reporting purposes.
- Gathered, analyzed and formatted large amounts of data into meaningful information.
- Worked with cross-functional teams to develop strategies for improving overall process efficiency.
- Provided technical assistance in troubleshooting issues related to reporting tools.
- Presented findings from reports at internal meetings or external conferences and events.
- Established reporting criteria and standards to effectively maintain data integrity.
- Liaised with other departments to foster efficiency and determine future reporting requirements.
- Corrected inaccuracies through root cause analysis and performance report review.
- Assisted with design processes for comprehensive testing scenarios.
Systems Analyst/Local Security Coodinator
HCA
Nashville, TN
04.2002 - 04.2003
- As a systems analyst for Las Palmas and Del Sol Hospital, I am responsible for the Abstracting, BAR, Admissions, MRI, and MRM, SCH-CWS, MAM modules for two hospitals
- I troubleshoot these modules for the users and update them with new information when needed
- I have experience that demonstrates accomplishment of computer project assignments that require a range of knowledge of computer requirements and techniques
- I am also the Local Security Coordinator for two Hospitals
- I have the capability to give the users access to all of the medical and financial systems
- I gave access to Meditech, Host, Kronos I Series, SAF, Ancillary Charge Reports, GL, Microsoft Outlook, the Internet, etc
- I was a lead on the Meditech Upgrade to 5.4.1 for the Abstracting, BAR, Admissions, MRI, and MRM, and SCH-CWS modules
- I utilized MS Excel, Business Objects for business reporting for our financial and statistical data, NPR report writing, and I utilize Form Fast to convert all hospital forms into electronic forms that can be printed out online
- I also have knowledge of Sarbanes Oxley and HIPPA requirements
- I also have a vast knowledge of systems analysis and design as well as programming techniques and languages.
- Analyzed user requirements and implemented system changes to improve efficiency.
- Provided support for end users in troubleshooting system issues.
- Performed data analysis to identify trends and recommend solutions.
- Maintained a secure environment by implementing security policies and procedures according to industry standards.
Software Developer/Senior Software Analyst
Computer Sciences
Biggs Airfield, El Paso, TX
04.2001 - 04.2002
- As a senior software developer I utilized the Oracle RDBMS & Developer, scripting, SQL, AIX/NT, business Objects 5.1
- I performed software maintenance, analysis, coding, testing & prepare technical documentation
- I would trouble-shoot customizations and resolve software bugs,support, maintain and trouble-shoot in-bound and out-bound Interfaces during testing and implementation understood/performed month-end closing procedures and manage Technical Assistance Requests (TAR) with Oracle
- I was responsible for IT technical support for the reengineering and re-hosting of various EPIC application modules
- I worked with other design team members integrating specifications at the system level
- I provided quality customer service in a 7/24 environment and consulted with customers to refine functional requirements
- I, then translated these functional requirements into technical specifications
- I interfaced with the customer on all EPIC10/EID processing while observing and maintaining IT security and data protection
- I also used available tools, techniques, and standards to produce detailed systems specifications, prepare test plans, defined acceptance criteria, and reviewed and analyzed test data
- I provided demonstrations and end user training
- I worked with other staff analysts
- I wrote functional specifications for new customizations, and create test scripts
- I wrote reports for the users utilizing Business Objects 5.1, and met all of the users requirements
- I communicated with the leadership staff at EPIC during the development cycle for software requirements and equipment specifications
- I worked with EPIC staff to identify and specify requirements for the EPIC10 Auto Update
- I helped to develop design specifications for the EPIC Auto Update, which enhanced the EPIC10 and EID software systems
- I modified specifications as necessary to improve design features
- I worked with EPIC staff to identify specific operations, processes, transactions, data, and work products would be adaptable to automation
- I worked with EPIC staff to develop specifications for inputs and outputs, systems interfaces, and other design features for the EPIC10/EID, which is a DEA agency-wide system.
- Integrated software components into existing systems.
- Provided technical support for users of the software system.
- Wrote unit tests to verify the accuracy of each feature before deployment.
- Documented all development activities according to best practices.
Software Developer
Metal Working Products
LaVergne, TN
04.2000 - 04.2001
- I was responsible for a conversion effort projects utilizing Developer 2000, Forms 5.0 and Reports 3.0, utilizing CHESS, an ERP Manufacturing system, and creating new development forms for projects
- I also was responsible for user requirements, documentation, testing, development, user hand holding and all required elements for implementation of the systems
- I utilized Oracle Designer and SQL Navigator for all projects.
- Developed programs to automate processes and improve user experience.
- Integrated software components into existing systems.
- Wrote unit tests to verify the accuracy of each feature before deployment.
Oracle Instructor
Solutech
Saint Charles, MO
04.1999 - 04.2000
- As an Oracle Instructor, I taught all of the Oracle Developer 2000 classes
- This consisted of Forms, Reports, Program Units, SQL, and Introduction class version 6i
- I was also responsible for the setup and maintenance of my classes.
Computer Software Developer
Intergraph
Huntsville, AL
05.1999 - 10.1999
- Full Life cycle development on Air Force Maintenance contract
- This is an Air Force financial management system being developed to attain CFO compliance mandated by the DoD
- This ORACLE based system will interact with the existing Air Force legacy systems to 'push' and 'pull' the desired elements from the mainframes to the suite of relational systems
- Requirements analysis, software testing and reporting, test case development, code reviews, code walk throughs, specification reviews, change management, and product releases
- Attended CMM level 2 training and I have a working knowledge of what is required to see that a company gets to, and maintains a higher CMM level
- Worked Phase 1, designed and developed requirements specifically related to the 'Production' sub-system, system design and development activities
- I also worked with the reporting section and utilized Cognos Impromptu, WebReports, and Access
- Assisted the test team in the testing of my reports and responsible for writing specifications and requirements for my reports
- I also assisted in the delivery of this software to the customer and ensured that it was functioning properly on site
- Also did follow-ups with customer to ensure that our packages were working properly.
Network Specialist
United States Army / Corporate Information Center - SSG
Huntsville, AL
03.1996 - 10.1998
SolutechCoordinator
- As Network Specialist for the First Transportation Movement Control Agency, I was responsible for the basic networking maintenance and support
- Installed and maintained Sunsparc system, which tracked transportation movements throughout the world
- Installed, configured, and maintained WAN, connecting various sites over several continents.
- Monitored network performance and identified potential areas of improvement.
- Configured routers, switches and other networking equipment.
- Administered, maintained and supported network systems to provide consistent security, availability and performance.
- Responded to client requests for technical support by phone, email and inter-office chat service.
- Determined feasibility, functionality and potential benefits of proposed systems.
- Maintained strong working relationships with vendors and outside IT consultants.
SSG, Computer Programmer
United States Army, HHC, 1st TMCA - SGT
Kaiserslautern, AE
12.1992 - 03.1996
- Responsible for structured design, development, implementation and maintenance of various applications as required by user request and government contract
- Development has all been in Oracle Forms (4.5 & 5.0), Developer 2000 and Visual Basic 4.0, interfacing with Oracle 7 databases
- Responsible for the conversion of an Impress database to Oracle
- Worked directly with users and prospective clients to analyze needs, developed specifications, and developed the applications
- After implementation, was responsible for user support and training, and for routine maintenance.
- Analyzed user requirements and designed program solutions.
- Provided technical support for end-users experiencing difficulty with software programs.
- Conducted full lifecycle software development from planning to deployment and maintenance.
Education
Master's degree - Information Technology
American Intercontinental University
04.2010
Bachelor's degree -
Columbia College
10.2001
Skills
- Customer Needs Assessment
- Data Analysis
- Requirements Gathering
- Business Process Improvement
- Technical Writing
- Gap Analysis
- Process Optimization
- Needs Assessments
- Customer Targeting
- Human Resources Information Systems (HRIS)
- User Acceptance Testing
- Consulting
References:
As Requested
Timeline
Oracle Support and Business Analyst
Oracle Corporation
05.2009 - 08.2022
Asset Management Functional Lead
Accenture
05.2007 - 05.2009
Peoplesoft Financials/HR Professional
The City of El Paso
03.2005 - 05.2007
Human Resources Report Analyst
The University of Texas at El Paso
04.2003 - 03.2005
Systems Analyst/Local Security Coodinator
HCA
04.2002 - 04.2003
Software Developer/Senior Software Analyst
Computer Sciences
04.2001 - 04.2002
Software Developer
Metal Working Products
04.2000 - 04.2001
Computer Software Developer
Intergraph
05.1999 - 10.1999
Oracle Instructor
Solutech
04.1999 - 04.2000
Network Specialist
United States Army / Corporate Information Center - SSG
03.1996 - 10.1998
SSG, Computer Programmer
United States Army, HHC, 1st TMCA - SGT
12.1992 - 03.1996
Master's degree - Information Technology
American Intercontinental University
Bachelor's degree -
Columbia College