KIRK SHAW
Bronx,New York
Summary
Driven IT professional with years of experience in software implementation and maintenance. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication, and collaboration. Proven skill in quickly and effectively remedying issues to bring systems back to functionality after crashes. Strong communication and interpersonal skills to explain technical concepts to non-technical audiences.
Overview
16
16
years of professional experience
1
1
Certification
Work History
International Admissions Officer
Greenwich College
10.2022 - 03.2023
- Worked closely with marketing, student services, and academic teams to ensure efficient and timely administration and stakeholder objectives.
- Assessed and issued offer letters and confirmation of enrollments, and dealt with any concerns or problems that may arise.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Risk Business Analyst
Insight Global
08.2021 - 08.2022
- Identified, assessed, and documented business requirements, recommended business priorities and conducted analysis of risks and costs versus benefits of various solutions.
- Conducted research to determine if solutions to business requirements currently exist within or outside the business, and if not, whether new solutions are feasible.
- Served as liaison between technology and business end users.
- Reviewed and analyze enterprise risks and controls for applicability and coverage for the cloud environment.
- Reviewed existing documentation to identify applicability and coverage for the cloud environment
- Mapped PCI DSS to NIST Cybersecurity Framework.
Business Analysis & Reporting Analyst
JPMorgan Chase
07.2020 - 08.2021
- Worked closely with stakeholders to understand regulatory requirements, define business concepts and understand data requirements.
- Reviewed contracts and agreements to identify potential risks and ideal mitigation strategies.
- Discussed best practices, policies, and procedures, and listened to agent's questions and concerns to help find a resolution.
- Monitored accounts for compliance with established payment plans and flagged those in violation
- Liaised with risk management, internal audit, and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
Sr Associate IS Business Analyst
Amgen
07.2019 - 07.2020
- Supported the Business by facilitating and launching Security risk assessment, Third Party risk assessment and contractual obligations.
- Ensured business processes were documented and the system requirements and solutions met business needs.
- Monitored security incidents and created playbooks using ServiceNow.
- Conducted System Integration (SIT) and User Acceptance Testing.
- Created user stories to capture requirements and acceptance criteria.
- Created ServiceNow reports and dashboards
- Perform business process reviews, and identify gaps between the current “as is” and the future “to be” system landscape.
- Registered Third Party Vendor Application, documented URL, alias, and configuration of software suites using Configuration Application Catalog in ServiceNow.
Business Systems Analyst
WellCare
07.2018 - 07.2019
- Facilitated workshops while being impartial and objective, attending to the needs of various stakeholders to produce the intended result.
- Analyzed requirements, procedures, and problems to automate processing or to improve existing business systems.
- Focused on ServiceNow IT Service Management (ITSM) functions, including but not limited to Change Management, and Problem Management.
- Analyzed regulatory legal documentation and translate them into business requirement documents with full traceability between the specific legal points and “hard” requirements for development and “soft” requirements for procedure/process changes.
- Developed ad-hoc reports to conduct data analysis and validation.
- Conducted business analysis and recommends technical alternative solutions to management as to course of action that best meets the organization's goals.
- Analyzed requirements, procedures, and problems to automate processing and to improve existing business systems.
Client Services Operations Coordinator
Verizon
12.2016 - 02.2018
- Reviewed business processes and procedures to optimize service operations
- Provided frontline customer and engineering support
- Maintained Stakeholder support documentations
- Coordinated User Acceptance Testing with business user community and QA teams
- Used Project Management skills to manage customer accounts and ensure it met contractual obligations, performance delivery, and service level agreements
- Used Salesforce to create reports, manage deadlines and keep up to date with customer cases.
Customer Service Representative
TOLL
09.2015 - 10.2016
- Monitored goals were met through performance, risk and relationship oversight of extended supply chain.
- Assessed risk when business decisions were made.
- Manually created shipments, assigned carriers and dispatched shipments using Excel spreadsheet.
- Consistently met delivery requirements while evaluating and consolidating shipments and selecting the most cost-effective method of transportation using Pivot tables.
- Verified certificates of insurance for accuracy and conformance with internal risk management policies and coordinated issuance to individuals and entities.
Business Analyst Intern
Mission Australia
07.2015 - 12.2015
- Facilitated meetings with stakeholders to formulate and communicate the vision of the project
- Delivered regular status reports to stakeholders for budgeting and planning purposes using Excel, Microsoft Project, and Access which maximized efficiency, productivity and functionality
- Developed project reports by using Microsoft PowerPoint and analyzing strengths and weaknesses of the company and assessing any opportunities and threats (SWOT) from the external environment, including competitions and customers
- Recommended suitable new information system based on tracking and analysis using Visio
- Reviewed files, records and other documents to obtain business information and key data informing responses to development requests.
IT Consultant
Balance
09.2014 - 09.2015
- Repaired and maintained computers and networks for companies and individuals
- Monitored computer virus reports to determine when to update virus protection systems
- Provided insight using Excel spreadsheets that resulted in saving customers 50% cost
- Maintained relationships with clients by following up with emails that led to future referrals
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
Service Desk Analyst
PepsiCo Inc
09.2013 - 09.2014
- First point of contact for IT-related incidents and requests from all PepsiCo users in Australia & New Zealand.
- Used Service Now for Security Incident Response to identify critical incidents and provide workflow and automation tools to speed up remediation.
- Responded to, logged and resolved user incidents and requests within Salesforce, resulting in high customer satisfaction.
- Presented analysis findings in written reports.
- Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
Logistics Analyst
CGI Federal
08.2012 - 08.2013
- Implemented equipment upgrades that increased efficiency by 10%
- Developed, documented and controlled processes involved in planning, acquisition, movement, storage using SQL and Excel
- Facilitated successful inventory control improvements through sound and thorough documentation
- Successfully implemented new technologies and process automation to encourage continuous improvement
- Took charge in staging and shipping equipment for repair as well as overseeing and sustaining supplies and equipment stock.
Network Operations Center (NOC) Analyst
ASX
10.2011 - 04.2012
- Saved companies millions of dollars by identifying and ensuring resolution of any system problems in the Data Centre.
- Worked in the NOC to detect, analyze, and respond to cybersecurity incidents using a combination of technology solutions and a strong set of processes.
- Performed backup on all systems to ensure recovery of important data in event of system failure.
- Met deadlines consistently by completing the operational schedules in accordance with operational procedures in SharePoint.
- Established security and integrity of the Computer Rooms and surrounding Operational areas were not compromised through the implementation of agreed security guidelines and procedures
- Monitored and maintained operation of all network processes.
- Restored and batch type jobs daily as well as power read all the servers.
- Performed tests to identified and fix errors in computer networks including LAN and WAN
- Provided network operations support when monitoring issues occurred unexpectedly.
Information Management Officer
CSA, Camp
03.2007 - 07.2011
- Served as the liaison between users and help desk for troubleshooting hardware/software PC and printer problems.
- Responsible for the administration, and maintenance of a base wide network system supporting DoD operation
- Implemented IT policies, processes and structures to align with strategic plan.
- Monitored use of data files and regulated access to protect secure information.
- Performed risk analysis to identify appropriate security countermeasures.
Education
Bachelor - Information Technology
Central Queensland University
Sydney, NSW2016
Skills
ServiceNow
JIRA
Microsoft Office Suite
Reporting skills
Tableau
SQL
Requirement Gathering
Network security
NIST
HIPAA
Agile Methodology
Incident Response Management
Risk Management
User Stories
Third Party Risk Assessment
Certification
- CompTIA Security+
- Microsoft Certified Professional (MCP)
Timeline
International Admissions Officer
Greenwich College
10.2022 - 03.2023
Risk Business Analyst
Insight Global
08.2021 - 08.2022
Business Analysis & Reporting Analyst
JPMorgan Chase
07.2020 - 08.2021
Sr Associate IS Business Analyst
Amgen
07.2019 - 07.2020
Business Systems Analyst
WellCare
07.2018 - 07.2019
Client Services Operations Coordinator
Verizon
12.2016 - 02.2018
Customer Service Representative
TOLL
09.2015 - 10.2016
Business Analyst Intern
Mission Australia
07.2015 - 12.2015
IT Consultant
Balance
09.2014 - 09.2015
Service Desk Analyst
PepsiCo Inc
09.2013 - 09.2014
Logistics Analyst
CGI Federal
08.2012 - 08.2013
Network Operations Center (NOC) Analyst
ASX
10.2011 - 04.2012
Information Management Officer
CSA, Camp
03.2007 - 07.2011
Bachelor - Information Technology
Central Queensland University
- CompTIA Security+
- Microsoft Certified Professional (MCP)
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