Consultant/Business Analyst/Data Analyst - Gather and document detailed business requirements and business rules for system data loads and reports- Work with developers as a liaison to clarify/communicate business requirements. - Develop training documentation and lead client train the trainer sessions- Develop Use Cases and work with test lead to ensure adequate training is performed

Analyzed CSS and MPS business processes to ensure system is aligned effectively. Manage Oracle database administration assignments for diverse industry clients. Provide third level support for reported issues, including needed work around processes and implementing recovery procedures. Ensure technical and functional designs meet business requirements.

Key projects: Served as BA or project lead in the completion of Siebel global implementations for 20+ countries, managing projects from business requirements gathering, analysis, solutions delivery, testing and production support. Served as BA and test lead in completion of a Liferay global web application for Lexmark’s external large customer and partner accounts, allowing them to requests service, track status of service, view analytical reports, and run scheduled detailed reports. Worked with solution BA to provide an automated seamless transition from the web application to Siebel to ensure appropriate data and processes are fulfilled with limited exceptions. Delivered solution on time and provided support during implementation phase.  .Enhanced end users’ understanding of database systems by conducting pre-implementation workshops, delivering group and individual training sessions and assisted in creating user-friendly training materials for both external and internal users.  Developed an extensive understanding of end to end processes related to Asset Management, Customer Contract, Call Center application, Service Delivery and Logistics and warehousing.

Supervised 10+ Service Delivery agents to ensure adequate training was provided with detailed documentation in order to provide sufficient quality assistance to Lexmark customers. Key projects:  Developed detailed training documentation for call center/service delivery processes  Provided reporting to management for number of calls taken, as well as details of types of calls taken and identifying any customer satisfaction issues.  Managed employee schedules including vacation/time off requests and weekend coverage  Mentored agents to improve call taking skills.  Managed Customer Accounts to ensure service was dispatched and provided in a timely manner.