jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary business analyst versed infrastructure support user acceptance testing well solving complex problems highpressure environments excels cultivating managing leveraging client relationships employs root cause analysis identify issues develop process improvements lead companywide savings highlights essential skills business analyst certification vmware lab manager virtual desktop infrastructurevdi vmware vcloud director vcd microsoft professional office suite expert level visio ms project sharepoint sharepoint devtrack gotoassist webex enterprise servicenow management accomplishments experience 082011 012016 business analyst volvo car finance limited remote nj improved project efficiency developing ba status reporting spreadsheet provides management detailed information project project basis information offered includes ba name project name start date stakeholders sponsors project description projected completion date developed sage hardware software applications standard documentation ensured north american colleagues using approved platforms complete daily tasks appointed companys change advisory board committee committee oversees implementation changes upcoming infrastructure activities member companys security team appointed first point contact security issues identified corrected seventeen security threats including 9 involved pci compliance successfully managed reengineering 4 sage north america offices irvine beaverton atlanta richmond reducing technological footprint improving efficiency leading savings 300000 annually services costs greatest gainer efficiency replacing physical infrastructure servers routers switchesetc virtual technology cloud environment simplified online form creates servicenow tickets effort reduced number incorrectly routed servicenow incidentsprojects 30 reduced customer mishaps inconveniences initiating weekly infrastructure ba project status meetings order team become familiarized general scope projects one anothers radar eliminated dual efforts allowed bas temporarily pickup anothers absence duties facilitate meetings across multiple stakeholder lines endusers directors way cio determined different communication change management strategy get message across level plan design recommend business processes improve support business activities create test scenarios develop test plans used testing business application order verify clients requirements incorporated system design includes regression user acceptance testing studied documented current state find problem areas optimized future state address problems gathered stakeholder signoffs projects requests implementing possible solutions developed modified systems meet client needs develop business specifications support modifications reviewed approvereject technological purchase requests behalf department ensuring purchases within sage approved guidelines within scope standard security protocols managed infrastructure related projects within agile environment 062008 072011 software quality assurance engineer siemens corporation troy mi identified document 60 defects 3 years previous 3 years starting position lead higher customer satisfaction ratings increased revenue implemented customer partner townhall meetings understand product used identify opportunities develop enhance features application duties create detailed test plans use cases checklists test software timeslips code application according predetermined test plans checklists create various test environments using vmware lab manager document update defects devtrack hp quality center sharepoint regression testing around defects resolved liaison developers customers technical support ensure quality usability considered every aspect sdlc 022006 062008 senior technical support analyst iii isys technologies schriever air force base co appointed senior position within 6 months hired maintained 95 percent customer satisfaction ratingcsr annually member support team managed escalated calls supporting higher level challenges data customer data repair duties support timeslips end users problems regarding installations maintenance performance issue call center environment provide mentoring training less experienced analysts create maintain knowledge based documents conduct beta testing upcoming release application defect monitoring reporting 102005 022006 help desk sage software city state provide end user customer support troubleshoot common problems regarding installations maintenance performance education fall 2010 master business administration mba troy university troy al fall 2004 aa bas technology management information technology clayton college state university morrow ga bas technology management information technology spring 2004 information technology certification information technology certification skills agile ba business analyst develop business business processes call center change management hardware client customer satisfaction customer support documentation features hp director meetings mentoring office suite ms project sharepoint radar enterprise network pci pick protocols quality reengineering reporting routers sage sdlc servers test software spreadsheet strategy switches system design tcpip technical support timeslips troubleshoot visio