Summary and Skills

• IT Technical Business Analyst with experience in banking, software production, and other environments.
• Proficient with tools of the trade including SQL, Word, Excel, SharePoint, and Visio.
• Strong working knowledge of databases (Oracle, MySQL, et al.), operating systems (MS Windows and Unix); and programming languages (Perl, PHP, et al.).
• Hands-on experience with process documentation, development, improvement, and implementation; requirements gathering; data analysis and reporting; and customer service.
• Adept with SQL, HTML, CSS, PHP, and Perl.
• Excellent written and verbal communications skills.
• Outstanding sense of focus and attention to detail.
• Proven ability to learn new software swiftly.

Experience

IT Contractor, 2015 – Present

Company: Technisource (Randstad)

Position: Business Systems Consultant

• Participating in analysis, design, and documentation on a multi-year project to upgrade transactional finance fraud detection systems.

Food Service Sabbatical, 2012 – 2015

During the recent Recession, I found my IT job prospects increasingly less challenging and rewarding. So I tried something else. I started as a dishwasher at a casual fine dining restaurant, and later worked my way up to senior cook in a large corporate kitchen. Along the way, I honed the skills of a beloved lifelong hobby, made friends with people from all over the world, strengthened my organizational skills and resilience, and impressed even my own self with my capacity for hard, physical work.

IT Contractor, 2010 – 2012

Company: Technisource (Randstad)

Positions: Business Systems Consultant, Business Analyst

• Produced complex reports using MS-Excel and Word; developed Word templates and Excel macros.
• Performed light SharePoint development.
• Drafted UAT scripts and a traceability matrix.

Technical Business Analyst, 2005 – 2009

Company: Wachovia, Wells Fargo

Positions: Compliance Lead, Business Process Analyst

• Supported application teams providing IT services for approximately 50 applications implemented on multiple platforms.
• Developed and maintained all documentation for change management, source code management, and software lifecycle processes.
• Developed and maintained templates for lifecycle documents for requirements, design, implementation planning, and others. My templates were later adapted for enterprise use.
• Gathered application requirements, implemented production changes, wrote test plans and scripts, and executed tests.

Senior Developer, 2000 – 2005

Company: First Union, Wachovia

Positions: Lead Developer, Team Lead, Developer

• Developed and maintained near real-time interfaces for automatic vendor dispatching from the enterprise help desk system. Bulletproof over 5 years.
• Coordinated team activities including setting priorities; balancing individual workload; planning 24x7 support coverage and incident escalation; and managing the support queue.
• Led custom design, development, and deployment of corporate call and problem tracking software using Remedy Action Request System (ARS) and its Distributed Server Option (DSO).
• Wrote and edited functional design and business requirements documents.

Developer, 1996 – 2000

Company: Nortel, 1998 – 2000

Positions: Developer, System Administrator, Database Administrator

• One-man Remedy shop: System and database administrator, application design, development, custom integration, maintenance, and support. Zero unscheduled downtime.
• Developed, implemented, and managed custom applications using the Remedy platform and SQL, shell script, Perl, and C code.
• Developed, implemented, documented, and managed Remedy DSO interfaces with multiple customers running disparate systems.

Company: CONXUS Communications, 1996 – 1998

Positions: Reporting Developer, Remedy Administrator, LAN Analyst

• Developed nearly all custom reports and data extractions required from CONXUS's billing system using its proprietary reporting tool, Perl, Btrieve, Excel and Access.
• Supported and maintained a custom Remedy trouble ticketing system, and others.
• Developed other small applications using Perl and Expect (Tcl/Tk) under Unix.

Software Support and Implementation, 1994 – 1996

Company: DataStream Systems

Positions: Client/Server Integrator, Software Trainer, Field Support Analyst, Technical Support Analyst

• Provided on-site and telephone support for DataStream's Windows and DOS products running on various PC and network platforms. Consistently solved customer problems that had eluded others.
• Initiated, researched, and directed implementation of DataStream's first Internet connection.
• Installed and configured Oracle 7 and Client/Server products on a variety of server and client platforms.
• Conducted on-site and in-house product training courses for customers.
• Wrote step-by-step troubleshooting and system repair task instructions for internal and customer use.

Selected Education and Certification

Radford University

Bachelor of Science in Mathematics, 1993.

The George Washington School of Business

Logical Data Modeling, 2008.

Process Modeling and Management, 2008.

Carnegie Mellon Software Engineering Institute

Introduction to the Capability Maturity Model® Integration Version 1.2, 2007.

Community College of the Air Force

Associate of Applied Science in Electronic Systems Technology, 1989.