Systems Analyst
Current• Provided subject matter expertise and strategic leadership for the Support Operations (SO) division. Responsible for the process design of incident and problem resolution services. Directed the SO team to ensure support excellence. • Responsible for communications for all stakeholders to ensure best practices for service delivery.• Technical lead and process engineer for the ITSM software replacement (BMC Footprints Service Core). Activities included vendor selection, design and setting project management activities.• System Administrator of Footprints with responsibility for expansion and customization of platform into non-IT areas. Created complex SQL views and stored procedures to enhance system reporting capabilities. Initiated the design of the problem management and customer self-service workspaces in Footprints. Designed real-time dashboards and widgets to display Service Delivery KPI’s.• Designed, wrote and implemented a .NET middleware solution to maintain CI’s in organization’s CMDB. Also created the supporting SQL views necessary to aggregate the data.• Designed, wrote, implemented and enhanced existing Asset Management solution, writing a .NET front end as well as designing new SQL tables for database. The solution leveraged innovative use of hand-held scanners as well as automated warranty retrieval functionality.• Designed and developed a reusable messaging solution to deliver IT downtime information to end-users. • Developed workshops, presentations and training to all end-users including senior leadership to provide analysis and metrics on service process. I was the technical trainer for all IT Staff on Footprints; Avaya Contact Centre as well as various other applications, which I created.• Using Root Cause Analysis methodology I acted as a senior consultant for complex incident/problem resolution for all IT Teams.
