Beach Park, IL
My objective is to become part of a growing company that is focused on improving their processes and meeting their goals, while serving the customer. . My strengths lie in process analysis, managing staff, streamlining workflows and incorporating change with minimal impact and positive results.
Application Systems Analyst - Specialist
May 2002 to February 2011
Partnered with business and technical teams to improve the customer experience and streamline processes, utilizing the principles of ITIL and SDLC management. Analyzed and documented workflows and processes using Visio; developed presentations with PowerPoint, defined enhancements and charted data in Excel; generated reports, correspondence, proposals, requirements, test scripts, disaster recovery plans, system appreciation documents and training material using MSWord; analyzed Lotus Notes applications and recommended improvements. Partnered with Project Managers, technical leads and user groups; coordinated user acceptance testing and production roll outs; conducted post-production reviews, shared lessons-learned, monitored SLAs and Help Desk Tickets and assisted business with developing business cases for project proposals.
• Led a successful initiative to improve network traffic in the Asia operation
• Fostered relationships with new programmers to ensure smooth transitions, without impacting SLAs
• Recommended improvements to consolidate servers and output databases; decreasing maintenance
• Participated in various conversion projects, migrating legacy systems to Oracle CRM and Installed Base
• Partnered with Lean Teams to implement regional distribution and reduce delivery times
• Consolidated and streamlined similar work processes, reducing overhead and turnaround times
• Analyzed and retired several applications and related equipment
• Helped eliminated hard copy reports for internal customers
May 1998 to April 2002
Successfully managed a report maintenance and distribution process, 6 supervisors and 65+ staff members, while automating processes and streamlining workflows. The operation involved a front desk, a word processing pool, a copy center, a project tracking and document management system and a Quality Improvement team. Duties included hiring, firing, granting leave, establishing performance standards; coaching, effecting disciplinary actions, recommending awards; documenting processes, planning and providing training, developing and delivering presentations; defining roles and responsibilities, establishing priorities, developing standards for monitoring work; budgeting, forecasting and aligning with corporate goals.
• Achieved a 45% increase in efficiency of the document delivery process
• Streamlined and defined paths for various types of work
• Implemented buddy-training programs
• Standardized appraisal-ranking criteria and career paths for staff
• Recipient of several department team awards for process and customer experience improvements
December 1994 to April 1998
Led and coached a 6 clerical teams, a copy center, 3 group leaders and 97 staff members.; assisted HR in developing new job descriptions and title qualifications; recommended and implemented automation opportunities; developed and presented department overviews for Employee Orientation, coordinated with the training department, developed business communications and conflict resolution classes for staff; coached and counseled staff, evaluated performance, effected disciplinary actions, interacted with management, engineers and customers to insure company needs/goals were met; assisted with budgeting, forecasting and department goal planning.
• Analyzed/consolidated 9 processes into 3; reduced inventory, FTEs and budget
• Customized the letter-generation process, reduced customer complaints by 35%
• Integrated data entry tasks with corporate system for improved elapsed time reporting
Assistant Section Supervisor
December 1992 to December 1994
Supervised 3 teams (30 plus staff) in document distribution process; assisted in hiring and firing process, coached and trained staff, managed coverage and overtime; analyzed and documented workflows of each area, implemented improvements; condensed workforce into two teams while improving productivity and facilitated Department Quality Team (DQT) meetings. In addition, I prepared and delivered “Meet and Greet” presentations for other departments, designed to promote better relationships between departments and provide a deeper view into the workings of the department.
Quality Improvement Trainer/Facilitator
1991 to 1993
Utilizing training material based on the Deming concept and personal work examples, I co-conducted numerous 3-day, off-site training sessions, teaching 400 plus employees the concepts and providing the tools to analyze and improve their workflows/processes, then facilitated their new Quality Teams, to ensure successful utilization of the program. This role was maintained in addition to my regular assignment of Buyer and Assistant Section Supervisor.
Corporate Buyer and Inventory Control Lead
June 1989 to November 1992
Negotiated pricing; conducted inventory audits; defined reorder points, analyzed usage, implemented an auto-requisition and inventory control application; implemented a stockless inventory program for office supplies, reducing space needs; documented and maintained purchasing procedures and application guidelines; cross-trained staff in all offices.
Assistant Section Supervisor
January 1987 to May 1989
Supervised the Corporate Mail Department; scheduled routes, coordinated incoming and out-going deliveries to other offices, the US Postal Service and international postal systems. Duties included hiring, coaching, handling disciplinary issues, counseling and firing and managing customer escort services within main facility. The team also managed special mailing projects as needed and maintained several filing systems for various departments.
Group Leader of Data Entry/call center group
March 1985 to December 1986
Led a team of 6 operators; scheduled coverage of phones, vacations and overtime; uploaded data from 4 PCs, 3 times/day and filed associated forms; resolved customer complaints, data discrepancies and engineering inquiries. Also, supervised mass-migration of customer records from paper files to a database.
College prep, Writing and New Testament
January 1999 to January 2000
January 1990 to January 1991
Business, History, English and Art
Process and application analysis, documenting requirements, customer assistance, writing, typing, math, phone operations and ettiquette, developing and setting standards, budgeting, attention to detail, troubleshooting, following instructions, handling cash, complaints, irate customers, self-motivated, organizing work, teamwork, responsible, reliable trustworthy and honest.