Summary
Overview
Work History
Education
Skills
References
Certifications/Accomplishments
Timeline
Generic

Melissa Ngo

Issaquah,WA

Summary

Results-oriented Business and IT Analyst with 12+ years of experience in retail, eCommerce, and technology. Skilled in building strong relationships across multiple levels of IT and non-IT teams, including onshore and offshore engineering teams, IT leadership and executives, business process specialists, product managers, product owners, delivery managers, scrum masters, program managers, service desk, incident management, change management, and knowledge management. Collaborative and thrives under pressure to meet business critical deadlines in fast-paced environments.

Overview

9
9
years of professional experience

Work History

Functional Analyst – Data & Analytics

Costco IT
08.2020 - Current
  • Spearheaded the Operational Excellence for the Data & Analytics Department's ITSM initiatives, which include business services maintenance efforts, annual roadshows and retrospectives, cross-team collaboration on improving reporting SLA, and leveraging Problem Management to support the IT Division Goal with reducing Major outages.
  • Developed and gained approval for the new Problem Risk Acceptance Justification Policy, which ensured due diligence was conducted by appropriate levels of leadership. This resulted in the leadership being aware of the risks and making the best decision with the business in mind.
  • Periodic ITSM reviews with Data & Analytics Management and Executive Leadership to drive Operational Excellence. Partnered with the Managers to analyze Incident, Problem, and Change for their areas. Based on the analysis and lessons learned, action plans were put in place by the managers to drive continuous improvements in the ITSM space.
  • Hosted annual roadshows for Data & Analytic teams to provide training, guidance, and support on the Problem Management process. This resulted in increased engagement and understanding of the Problem Process, and viewing me as a valuable resource.
  • Contributed to the Critical Reporting daily standups for the organization to achieve alignment with the leadership team and teams involved in root cause analysis activities. This resulted in Problem Ownership, and teams consistently providing updates on progress as they work towards resolution.
  • Leveraged Quarterly Planning to establish commitment from the involved teams on Active Problems. This resulted in cross-team collaborations to gain alignment on the issue, understanding the business impact, identifying dependencies, and allocation of resources.
  • Facilitated root cause analysis meetings with Data & Analytic teams, multiple teams within the IT Division, and business partners to ensure collaboration from involved teams is contributing to resolving problems.
  • Strong representation for the organization by supporting ITIL Best Practices and effectively collaborating with the Problem and Change Governance Teams on continuous improvement efforts. This has encouraged the Governance Teams to create IT Division Goals that align with Costco's current maturity on the Problem/Change Process.
  • Weekly meetings with Problem Management and internal teams to improve problem performance. The organization closed out FY24 with 0 Major Problems; we did support the resolution of a Major Incident in which the Problem ownership is an external team.
  • Drive Change Management's efforts by capturing business impact as a result of performing undocumented system maintenance. Influenced teams outside of the organization to document changes via the Standard Change process. This visibility provided awareness of upstream system outages. Downstream teams can anticipate impact due to notification on what to expect and take appropriate actions as needed.
  • Stepped up to lead team activities, such as hosting team meetings; added value by bringing up important topics for group discussions, providing critical updates, and identifying action needed and resources.
  • Increased leadership skills by completing the Leadership 101 Program and Peer Leadership Program. Currently, a lead facilitator for the Peer Leadership Program, which marks the 4th year of participation and contribution.
  • Provided executive summaries to leadership for priority problems and major incidents in partnership with involved IT Teams & Business Partners

Problem Management Analyst – Service Management

Costco IT
04.2019 - 08.2020
  • Managing the lifecycle of all problems and to prevent/reduce incidents from recurring to minimize impact to the business
  • Increased business uptime by partnering with various IT teams to identify workarounds to be published in a knowledge base article which is highly utilized by the support teams
  • Increased Problem Management key metrics by facilitating root cause investigations across multiple IT Teams to drive towards corrective actions, preventive measures, implement permanent resolutions, and continuous improvements efforts
  • Maintain and drive process improvements through team collaboration on internal and external process documentation
  • Contributed to the ITSM Process Documentation efforts by modifying/clarifying existing processes
  • Provided recommendations on what we need to achieve in order to mature the problem process within the organization
  • Analyzing the overall health of the assigned IT teams by utilizing the daily problem tracker
  • Providing consistent updates to the problem records to ensure business impact and severity of the problem is accurately captured in real-time
  • Drive behavioral changes within the organization by providing Period Report data to IT Executives
  • Analyze the drivers for each period and provide that data to internal management and explain the reasons for the change (period over period and year over year)
  • This is to ensure that we are conveying accurate information to the organization
  • Partners with first and second level support teams to execute proactive problem management and perform incident trend analysis to identify and minimize future problems
  • Ownership of the end-to-end process of a problem record
  • Coordinate RCA meetings to conduct root cause analysis
  • Engages with the appropriate IT teams and the business teams to assist in the resolution of problem records
  • Strongly advocates for the business by gathering low level detail of impact to accurately capture the problem
  • This also helps teams who own the determination of root cause and/or fix on prioritization of the problem against other initiatives
  • Act as a liaison between various IT teams and leadership to ensure all parties involved are highly informed of the progress
  • Developed strong partnership with ITSM Teams such as Service Desk, Incident Management, Knowledge Management, and Change management to identify gaps and opportunities for areas of improvement
  • Promote Problem Management to help the organization so they can understand the value behind the practice

Business Analyst – Retail Foundation Data and Services

Nordstrom IT
11.2016 - 08.2018
  • Lead support for over 1,000 existing merchandise reporting systems for Finance, Executive Leadership, Direct, Nordstrom Rack and Supply Chain in production as the first point of contact for issues and implementation of new systems
  • Performed troubleshooting and root cause analysis for timely resolution of high appointed issues by partnering with engineering and program management teams as needed to develop and execute queries to perform analysis with large data sets and provide data driven recommendations
  • Supported data warehouse systems (AEDW, MADM, RDW) in production for Reporting Systems (MicroStrategy) and tools by overseeing coordination between targeted teams to escalate any customer impact and ensuring issues are prioritized and resolved appropriately in a timely manner in composing mass communications to end users and leadership through outages, delays and planned system maintenance
  • Participated in business process workshops in designing high level BRs identifying functionality and gap analysis with key IT partners and stakeholders in providing assistance in resolving functional defects during environment testing and performing research and analysis of configuration and reporting systems
  • Maintained and drove process improvements with system documentation through knowledge base articles and competitive analysis of industry standards and best practices
  • Partnered with IT Leadership and Engineering to reduce the retention of data to increase performance of key Reporting Dashboard tools by 40% for business users
  • Key contributor in Nordstrom’s NGEN 6 year $20B initiative to replace our core merchandising system to reach a One Nordstrom visionary of reliable, efficient and simplified merchandising tools to deliver platforms impacting over 9 business areas of the company
  • Participant in Technology Roadmap to implement technology solutions that will enable growth through improved products, acquiring and migrating customers, and scalable support of a $500M journey
  • Participated in a $5.5M Merchandising Off Price project to support Nordstrom Rack and Hautelook.com produce efficient reporting tools to simplify functionality and planning for future growth and scalability to acquire new Oracle 13 system
  • Process data flow mapping in iGrafx in support of events such as Anniversary to help with system traceability to research and resolve data issues

Business Analyst – Data and Services

Nordstrom IT
10.2015 - 11.2016
  • Lead weekly on call recaps with team members and served as a mentor and coach to other members of the team
  • Active participant in the continuous improvement of the overall teams through improving efficient and cost savings Identifying and communicating areas of opportunities for process improvement and documenting new processes
  • Created a SharePoint site for the team to utilize as a resource documentation repository as part of process improvement initiative
  • Job aids for resolving complex issues, user access matrix, and process workflows and diagrams to name a few
  • Provided production support to end users by being the first point of contact
  • Through traceability, collaborated with engineering and upstream production support teams to determine root cause analysis to provide resolution implementation plans
  • Coordinate efforts between engineering teams during reporting events to minimize disruption to the business users
  • Process flow documentations were created for the onshore engineering team to assist the offshore team with monitoring job batches during month-end
  • This was to ensure that the critical reports were available to users by the service level agreement
  • Created knowledge base articles for the entire organization to utilize as an informational troubleshooting tool
  • Developed strong relations with key partners within IT, program management, and the business stakeholders throughout the project Worked on new development projects as well as enhancements on existing reports and tools
  • Partnered and coordinated with cross-functional teams to document and execute User Acceptance Testing (UAT)
  • Gather business requirements to support operation process improvements and business implementations
  • Partner with cross-functional teams in the organization to remove roadblocks and gather the data required to produce high quality documentation to support operations and projects
  • Tracking deliverables, timelines, and providing clear and status to project team members and stakeholders
  • Managed communication and updates of production issues and outages to business partners

Education

B.A. - Humanities, Minor in Economics

Western Washington University
Bellingham, WA

Skills

  • ServiceNow (CARTS)
  • Google Suite tools
  • Power BI
  • MS Office 2016 (Word, Excel, Visio, PowerPoint, Outlook, Skype)
  • WebEx
  • SharePoint
  • IGrafx
  • Atlassian Tools (JIRA, Confluence)
  • Planview
  • Oracle SQL Developer
  • MicroStrategy
  • Tableau
  • Data Catalog
  • Retek Merchandising Systems (RMS9, RMS14)
  • Active Enterprise Data Warehouse (AEDW)
  • Oracle Retail Data Warehouse (RDW)
  • Essbase
  • Internal Nordstrom reporting tools
  • Merchandising systems
  • Agile Methodologies

References

Available Upon Request

Certifications/Accomplishments

  • ITIL v4 Foundation Certification
  • Certified SAFe Product Owner/Product Manager
  • Certified SAFe 4 Scrum Master
  • Leadership 101
  • Peer Leadership Program

Timeline

Functional Analyst – Data & Analytics

Costco IT
08.2020 - Current

Problem Management Analyst – Service Management

Costco IT
04.2019 - 08.2020

Business Analyst – Retail Foundation Data and Services

Nordstrom IT
11.2016 - 08.2018

Business Analyst – Data and Services

Nordstrom IT
10.2015 - 11.2016

B.A. - Humanities, Minor in Economics

Western Washington University

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Melissa Ngo