Kishmiel County
San Antonio,TX
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Looking to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
IT Business Analyst
Synergy Consulting, Marathon Petroleum
03.2022 - Current
- Contact end users, evaluate, and triage incidents using remote tools
- Meet with IT business partners to review product back-log and discuss new initiatives
- Engage with application vendors for issue resolution, support escalation, and implementation
- Deploy vendor patches and updates to desktops and servers
- Support desktop team by handling incidents when needed
- Perform root cause analysis for critical issues impacting product/platform portfolios and coordinate corrective actions to prevent reoccurrence
- Collaborated with stakeholders to define project objectives and criteria.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Work with Business Partners to gather requirements, business process mapping, and functional specifications, and translate them into functional specifications
- Manage Testing requirements for solutions managed by product teams to ensure quality products are delivered
- Participating in Scaled Agile Framework (SAFe) ceremonies to identify and prioritize value-driven work
- Interacted with internal customers to understand business needs and translate them into requirements and project scope.
Business IT Analyst
USAA, Kforce
09.2021 - 03.2022
- Responsible for researching and analyzing business functions and system requirements for process workflow design and technical design documentation
- Assist with the development of and maintain ITSM processes and associated procedures/task
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled per compliance policies and procedures
- Liaison between IT delivery functions and the business functions through which their technical requirements flow
- Proactively communicate and collaborate with customers on the analysis of business needs and requirements to deliver solution artifacts as needed
- Analyze and verify technical requirements for completeness, consistency, comprehensibility, feasibility, and conformance to standards
- Provide certification and actively participate in defect management activities to confirm requirements are being met.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Collaborated with stakeholders to identify business needs and data sources.
- Provided technical support for troubleshooting analytics and reporting issues.
IT Governance Business Analyst
City National Bank, Zyston/ Nextep
09.2020 - 05.2021
- Translated business requirements into solutions while considering people, data process, and technology
- Research, document, and prepare presentations of recommendations for process changes and improvements within the Technology & Innovation department
- Provides strategic plan opportunities for information/data management governance activities and projects
- Develop and improve various remediation processes to decrease potential risks across the bank and sharpen internal controls' environment
- Liaison between the Business and the T &I departments to research, plan, and gather user acceptance criteria for various projects
- Responsible for acquiring and creating expert documentation for various lines of the business, channels, and their applications and processes to include providing advice on satisfying regulatory requirements related to information governance and management
- Develop and maintain process artifacts including Process maps, Standard Operating Procedures, and Work Instructions, and document projects
- Work with Process Owners and SMEs to achieve established business objectives by reviewing and recommending processes, procedures, and standard improvements
- Developed and implemented data governance policies and procedures.
IT Governance Business Analyst
USAA, TEKsystems
12.2019 - 09.2020
- Prepares formal reports and presentations of findings and recommendations; presents findings to various levels of leadership
- Participated in Agile development environment to include sprint planning, daily scrums stand ups, testing, retrospectives, and sprint reviews
- Provided usability recommendations to development teams to make application more user friendly
- Logged defects, maintained test cases, test scripts and reports in Quality Center
- Created test strategies and test cases based on the BRD
- Executed test cases, identified, reported, and tracked issues for retesting to certify the level of quality of applications prior to release
- Author information governance guidelines, principles, policies, and standards for information stakeholders, and internal teams
- Conduct risk assessment and GAP analysts on processes, procedures, standards, and guidelines for the different areas within the Technology and Innovation department to ensure compliance is being achieved within the bank and government regulations.
- Surveyed clients to ascertain requirements and expectations for product.
- Executed analysis of risks and identified risk mitigation strategies.
Director of Information Technology
Alamo Trust Inc, The Alamo
09.2017 - 05.2019
- Provide detailed project status reporting as directed by management
- Consult with business to identify types of technical and business resources needed and provides solutions that are financially aligned with project budgets and schedule plans
- Handled all financial and workforce-related activities related to departmental and unit changes (re-org, unit changes, etc.) and worked on multiple department initiatives
- Identify and remediate existing and emerging risks that stem from business activities
- Continuously drive to improve processes for improved performance
- Performs day-to-day maintenance and installation of servers, networking equipment, virtual machines, messaging, backups, and storage
- Established and managed vendors, consultants, & internal IT team to successfully execute projects on time, within budget
- Automated solutions which include technical implementation of ITSM and ITIL processes, workflow customization, ticketing, process automation, report development, and dashboard creation
- Develop and maintain detailed maintenance and contingency plans and documentation for IT infrastructure
- Developed, tracked, and controlled information technology operating budgets and cost and benefit analyses for IT spending initiatives.
- Stayed abreast of technology advancements, emerging standards, and IS regulations to meet strategic technology goals.
- Implemented, created, and tested disaster recovery and business continuity plans and maintained appropriate backup systems.
- Developed and maintained service level agreements for strategic applications and measured performance against objectives.
- Worked closely with management teams to plan, develop and execute technical strategies aligned with client's vision.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Oversaw development and implementation of improvements to support and network operations.
- Played key role in ongoing network design, reevaluation and optimization to keep pace with company growth.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Enterprise Desk Technician Lead
Iheart Media Corporate
03.2017 - 08.2017
- Managed and provided day-to-day management of eight support analysts
- Evaluated and maintained knowledge base for technicians to use
- Provided daily, weekly, and monthly analysis of tickets reported through helpdesk ticketing system
- Kept daily record of all incoming call volume per person and tickets closed per month and provided reports to management
- Level 2/3 Application Support for multiple Media products and platforms
- Monitor and work on incoming emails and calls using ServiceNow Ticketing
- Provide remote assistance to better determine issues and assist customers
- Daily interaction with Application Engineers and management to quickly resolve escalated matters
- Continuous in-house and Skype training on new applications and support products
- Training/assisting team members; daily interaction with out of state team members via Skype for Business
- Administration of several marketing tools to allow users to complete Radio Programming
- Supported troubleshooting of Salesforce, Zynbit for Outlook, and Vinyl Endorsement Tool, Full Time Employee – Left due to Company Layoffs
- Mentored junior technicians in maintenance, repair, and reporting duties.
- Managed team performance by training, mentoring, disciplining, and motivating employees.
- Planned, scheduled, and delegated daily work to team of employees.
- Managed daily activities, assigned tasks to specific staff members and utilized proven management techniques to cut work flow downtime and maximize revenues.
Desktop Support Inventory Manager
Education Management Services
08.2016 - 03.2017
- Led team of support personnel in varied environments of Laptops, PCs, Mac computers, printers, and networks
- Established and sustained inventory system for all hardware and software
- Managed assets inventory and deployed desktop images to end users
- Developed and implemented IT business processes, including on and off-boarding, Training, asset management, and ticket escalation
- Created and implemented Checklists to ensure processes are consistent
- Managed separate KPIs for, Service Desk and Desktop Support on a Weekly/Monthly/ basis
- Managed individual KPIs for each team member for reviews.
Education
MBA - Management Information Systems -ERP Systems
Lamar University
Beaumont, TX12.2024
Bachelor of Science - Business Administration Information Systems
University of The Incarnate Word
San Antonio, TX05.2019
Skills
- System Integration Testing
- Product Development
- Project Management
- Business Process Mapping
- UAT Support
- Agile and Scrum Environments
- Executive-Level Presentations
- Business Requirements
- Atlassian JIRA
- Scrum Methodology
- Test Case Scenarios
- Asset Tracking
- Business Processes and Procedures
- Acceptance Criteria
- Staff Training
- Web-Based Reporting Tools
Timeline
IT Business Analyst
Synergy Consulting, Marathon Petroleum
03.2022 - Current
Business IT Analyst
USAA, Kforce
09.2021 - 03.2022
IT Governance Business Analyst
City National Bank, Zyston/ Nextep
09.2020 - 05.2021
IT Governance Business Analyst
USAA, TEKsystems
12.2019 - 09.2020
Director of Information Technology
Alamo Trust Inc, The Alamo
09.2017 - 05.2019
Enterprise Desk Technician Lead
Iheart Media Corporate
03.2017 - 08.2017
Desktop Support Inventory Manager
Education Management Services
08.2016 - 03.2017
MBA - Management Information Systems -ERP Systems
Lamar University
Bachelor of Science - Business Administration Information Systems
University of The Incarnate Word
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