I work primarily in SAP 6.0 Customer Service modules supporting Global Business Processes. I possess excellent problem solving analytical ability. I enjoying mentoring and continue to educate myself in project management. I have my PMP and have managed a few small to medium projects over the last six years. I have established team working relationships and always strive to ensure the delivery of all projects and tasks.I provide technical support in SAP customer service processing. With my problem solving analytical ability and procedure writing skills, I have established procedures to guarantee that the full revenue potential of service provided are realized as well as maintaining customer satisfaction. As a Senior Business Analyst, I analyze, develop, test and provide training on new and existing business procedures to improve performance.I have worked in the Customer Service Organization. I am experienced with analyzing the SAP business processes to recommend / implement improved solutions. I provide technical support to field service, service contracts, and service billing project administration as well as associated reporting.More recently I have been involved in the transition to Salesforce with experience working as a delegated Administrator supporting the business needs and the data migration from SAP to Salesforce platform.

• Led and coordinated remediation design of the Business Requirements Document at Citizens Financial Group on the Charter One Enabling Multiple Branding for mainframe remediation of Commercial Loan Operations to identify all mainframe touch points. • Project lead responsible for documenting an approach to leverage Auto Balance procedures at Citizens Bank to ensure all application coding changes integrated properly. Successful Auto Balance QA procedures using Mercury Test Director were met for each application to successfully exist UAT testing prior to implementation.

Client Server Tech / Senior Systems Analyst, 1997-2004• Led all aspects of implementation for projects of various complexities including definition, design, code migration through ENDEVOR, JCL changes, ACF2 changes and CA-7 changes to accomplish project deadlines.• Served as lead person responsible for defined and documented developmental needs as a result of an acquisition of FDC/PFPC by following detailed plans used for mock testing. Managed development validation criteria and transmission plans. Managed set-up team for testing, implementation and execution for the TAG transmissions. Accomplished within tight time frames.• Supervised and trained new team members on all aspects of on-call support requirements for trading application (DCXhange) batch system to ensure 24/7 coverage.• Team member responsible for design, code, and implementation of new business enhancements for the DCX cycles including NSCC/DCC&S Trading, Trust Trading and Late Trading for the company to maintain a competitive edge.• Provided system development support by learning a new environment utilizing UNIX and PVCS to provide enhancements for the scrubber merge platform within Contribnet for WySTAR Global Retirement Solutions to help the company meet the deadlines.Senior Systems Analyst (PFPC), 1992-1997• Established, developed and built an update process of a VSAM file for specialized fund updates, which was repeatedly used in production, without incident, to save development processing time.• Designed and delivered a 12B-1 Wire Processing Design document to implement significant modification to the system deemed as a priority by the client allowing a significant savings.• Created and implemented ad hoc processing tool for K-1 cycle to show incorrect dividends for a specified fund group.• Successfully managed W-9 compliance mailings for several clients by programming update requirements and producing W-9 tape extracts.