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PO Box# Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEIT Leader experienced in Product Development and Database ManagementAccomplished technology leader with extensive product development and support experience in extraordinarily complex and dynamic environments. Consistently recognized for exceeding goals; noted for ability to collaborate on or lead productively creative teams. Exceptional skill in developing training and product support materials translates to more effective product launches. A common-sense individual of high integrity who thrives in team situations.
Professional Experience: NTT Remote (2022 Current) Business Process Analyst Plans, performs and implements process improvement initiatives (such as Lean or Six Sigma). Map out diagrams and evaluate existing processes. Organizes, leads and facilitates cross-functional project teams. Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities. Provide Process Modelling by creating visual documentation of process steps and equipment used within the process. Note actions taken and owners of that process. Collects data to identify root cause of problems. Measures performance against process requirements. Aligns improvement to performance shortfalls. Provides consultation on the use of re-engineering techniques to improve process performance and product quality. Deliver presentations and training courses including measurement, analysis, improvement and control. Surveys and analyzes best practices for techniques and processes. Communicates team progress.
Performs cost and benefit analyses.Crawford & Company Jacksonville, FL (2021-2022)Process Improvement Analyst Work with teams across the organization to map out and analyze current processes. Design Process Models by creating visual documentation of process steps and equipment used within the process. Note actions taken and owners of that process. Suggest and Deliver business process improvements that streamline activity, are robust, compliant, increase quality and efficiency also represent best practices. Work with IT systems providers and in-house systems team to document functional requirements and align processes and system set-up for integrated information solutions and maximum organizational benefit. Develop and implement process controls, monitoring, and optimization, with clear ownership and accountability. Actively contribute to developing a positive culture of continuous improvement across the organization. Develop process maps, flow diagrams and related documentation for redesigned processes. Document requirements to enable the creation of IT functional specifications where appropriate. Collaborate with systems developers to align system set-up with optimized business processes and ensure both business and technical suitability. Develop and implement process controls, data collection, reporting and optimization and supporting adoption of these by process owners.Entrust Datacard Minneapolis, MN - (2019 to 2020)Global Service Process Analyst Serve as liaison between the business and IT units of a company. Test, Update and implement new service processes and activities. Conduct service process design and/or implementation reviews and revisions. Review and analyze Incidents to identify opportunities for service improvements. Lead medium to large scale projects. Train new hires on the service process requirements. Mentored and reviewed training for current field technicians Troubleshoot, solve problems, and make resolutions from a process view. Test updates and fixes prior to rollout. Influence and build relationships across teams and across all levels of the organization. Monitor billing reports and KPI measurements. Performed UAT testing for Oracle upgrade prior to rollout. Work with field technicians to test and determine field issues to be reported to engineering for update. Used Visio charts to define and illustrate update process needs and results. Conducted regular reviews of all Service Agreements and analyzed customer satisfaction and work done to improve processes and resolve customer concerns. Update or initiate Oracle reviews for new or existing employee access. Worked with various stakeholders to address any reoccurring issues.Honeywell International(Honeywell/Silent Knight)(2018 2019)Technical Trainer Directly involved in the Marketing and testing of new software and equipment. Demonstrated these products and features both nationally and internationally. Worked with engineers to create and update training requirements. Organized and maintained a regular review process with Service Managers then scheduled and conducted the follow up. Processed and provided any information to the engineers and upper management. Provided feedback obtained through the training classes back to engineers and corporate management. Provided training to classes with varied technical knowledge and abilities.*Noted as a talented trainer noted for the ability to translate complex processes into easily conducted steps.Technical Team Lead(Honeywell/Silent Knight)(2017 2019) Served as assistant manager of the call center technical support group. Was to serve as project lead implementing Salesforce (CRM) to be used by Mexico-based sales reps, call takers, contractors, and distributors. Served as team lead on product releases, training programs and IT projects. Creatively analyzes and reengineered processes and systems; tinkered to learn on the fly . Planned, managed, and reported on project budgets; allocated resources as needed. Managed quality control processes and control through testing in collaboration with product engineering team. Then created and conducted training for technical customer support. Designed and created Visio maps to define processes to Test new equipment and software in conjunction with Silent Knight Engineers. Recorded, and identified issues to update then test potential fixes. Organized and maintained a regular Service review process with Managers and conducted follow-up meetings. Worked with stakeholders to address any reoccurring issues. Provided regular reports on performance and achievement to the Service Manager or executive management, used metrics and report information to reduce service desk calls, incidents and to better drive efficiencies. Served as subject matter expert for the new fire panel.*Relied on by decision-makers for insightful, actionable analysis of IT and product issues.Technical Service Advisor(Honeywell 2007 2017) Led a team in for a product relaunch, developed all related training, Product Manuals, and internal documentation. Used Visio, Mind Map, and PowerPoint software options to design internal troubleshooting training. Created a new installation manual. Served as quality and process control through testing and collaboration with new product engineering team. Served as project lead implementing Salesforce (CRM) to be used by Mexico-based sales reps, call takers, contractors, and distributors. Managed the project, created, and conducted the training. Served as a Tier 1 trainer for residential support representatives in Mexico. Designed and led the training for Tier 2 support representatives. Served as team lead on new product releases, training programs and IT projects/ Collaborated and innovated product testing and redesign in preparation for launch. Tested and supported various whole home or commercial Smart Building technologies, worked with engineering to resolve any issues. Provided both On-site and remote support that includes product demonstrations and hands-on training. Provided real-time product feedback to engineering identifying design flaws or issues. Served as Subject Matter Expert for the re-branding project as well as the training for Tier 2 representatives.Honeywell Security/HSM Security/Stanley Security (1998-2007)Service Dispatcher(HSM Security Stanley Security) Coordinated service activities and assigned response plans for daily security operations serving internal and external customers. Acted as a liaison between the central security station and local branch. Trained new dispatchers, structured service plans. Conduct regular reviews of all Service Agreements. Review and analyze Incident, Problem and Change trends to identify opportunities for service improvements. Analyzed customer satisfaction reviews and worked to improve response. Organized and maintained a regular Service Level review process with Service Manager and conducted follow up meetings.*Noted for exceeding company standards for response.Team Lead, 1st & 3rd Shifts(Honeywell Security) Led 30-person and 8-person security central stations. Served as a key resource for handling difficult situations. Conducted trainings and developed staff members through individual coaching. Served as a key resource for handling difficult situations, while also providing support and leadership to the team. Responded to priority alarms, allocated resources as needed.Customer Service Representative(Honeywell Security) Specialized in serving difficult customers and resolving their concerns, provided coaching to junior representatives and dispatchers.Dispatcher(Manpower Honeywell Security) Dispatched priority alarms and provided technical assistance for customers of Honeywell Security.Interact Security (1995 1998)Supervisor, 2nd Shift Monitored security systems for businesses, government offices and residential customers. Provided technical assistance to clients. Dispatched priority alarms. Oversaw daily operations of security equipment.United States Marine Corps (1988-1992) Infantry Rifleman 4-man fire team leader. Interim 13-man squad leader. Gulf War veteran (Kuwait).Education: Bachelor of Science Business Intelligence & Data Analytics, St Mary s University (Business Intelligence & Data Analytics) On-Going Bachelor of Science - Information Technology, St. Mary s University (2015 2018) Associate Science - Business, Inver Hills Community College (2010 2015)Applications used:SQL, MySQL, Tableau, Salesforce, Accolade, Compass, RapidMinor, Microsoft Access, Power BI, Java, Office 365, Microsoft Project, Visio, Excel (Pivot tables, Macros), Word, Power Point, Visio, Outlook, Oracle, Service Now, SAS, Smartsheet, Lucid Chart DocuWare.Awards:Honeywell: Bravo awards for exceptional work, 2008, 2010, 2017; Customer Service of the Month awardsUSMC: Humanitarian Service Award; Kuwaiti Liberation Medal; Southeast Asia Medal
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