With substantial experience in the high tech industry, able to manage total proj

ect life cycle and work on projects to comply with Sarbanes-Oxley standards. Kno
wn for leadership skills,bottom line results, diplomacy and building cohesive re
lationships on project teams. Proficient in call center standards and processes.
Skilled in MS Office, MS Project and Visio.
PROFESSIONAL EXPERIENCE
HITACHI DATA SYSTEMS, San Diego, CA. 1997-2010
An International Enterprise Storage Solutions Company Tiered Under Hitachi Limit
ed, Inc.

IT BUSINESS ANALYST 2007-2010

Worked in the information technology division; gathered and revised requirements
documentation with business users, technical developers and managers through si
gn-off phase of projects.
* Received high performance award for successful upgrade and deployment of pro
fessional services application.
* Managed complete project life cycle: requirements gathering, planning, develop
ment, testing and user acceptance for deployment of four global compan
y applications.
* Consistently prepared and delivered application improvements within deadlines;
post-implementation trouble tickets less than 5% of total submitted.
* Continually defined and resolved customized application problems for user base
of 1500+.
* Worked with a tightly focused functional/technical team of 10 individuals resp
onsible for batching monthly bug fixes and enhancement deployments of four
global applications.
* Provided leadership for professional services reports upgrade and interfaced w
ith development team, which enabled finance users to improve SOX compliance by 2
0% in the first quarter.
* Developed all test documentation and user manuals for newly developed professi
onal services software and other supported applications.
SR. SUPPORT ANALYST/SUPPORT ANALYST 1999-2007
Worked in the information technology division; fielded, prioritized and document
ed application trouble ticket requests of company customers, both internal and e
xternal. Applied experience and knowledge to assist end- users in resolving appl
ication and systems problems; escalated advanced technical problems to the prope
r personnel when necessary.
* Received high performance award for successful deployment of newly developed k
nowledgebase application.
* Acted as first point of contact in resolving application problems for business
users; reduced number of high severity issues escalated to management by 50%.
* Recognized for excellent customer service by management and executive team.
* Promoted to IT Business Analyst, based on superior customer service and job kn
owledge.
* Reduced number of trouble tickets escalated to technical developers by 35%, wi
th applied knowledge of system processes.
* Performed quality testing and coordinated user acceptance testing for all appl
ication improvements and upgrades deployed to 1500+ users.
CALL CENTER LEAD 1997-1999
Accessed incoming customer calls, answered inquiries, ordered product parts, doc
umented system problems and routed them to advanced level technical personnel.
* Provided excellent customer service for 1500+ global internal and external cus
tomers.
* Researched and followed up with customers, regarding product warranties and se
rvices.
* Trained new call center employees, regarding processes and procedures.
* Wrote documentation and updated call center procedure manuals,to assist call c
enter team and customers.
* Promoted to Support Analyst, based on superior job performance and leadership.

EDUCATION AND PROFESSIONAL TRAINING

MASTER OF SCIENCE in COUNSELING-MARRIAGE,FAMILY and CHILD THERAPY,
University of Phoenix, San Diego, CA.
BUSINESS ANALYST CERTIFICATES,
ESI International, (George Washington University, Washington, D.C.)
CERTIFICATION in COMPUTER APPLICATIONS and NETWORKS,
Coleman College, San Diego, CA.
BACHELOR of SCIENCE, SOCIOLOGY,
San Diego State University, San Diego, CA.
ASSOCIATE in ARTS, SOCIOLOGY and PSYCHOLOGY,
Antelope Valley College, Lancaster, CA.

COMPUTER AND SOFTWARE SKILLS: Proficient in Clarify/Amdocs, Antenna Mobility Ser

vices and Knowledgebase software. Skilled in Changepoint software, MS Office, MS
Project and Visio.
PROFESSIONAL DEVELOPMENT COURSES: IT Project Management, Leadership, Customer Se
rvice, Communication, Time Management, Diversity, and Managing Difficult Situati
ons and Customers.