Business Analyst

Business / Systems Analysis Richmond, Virginia, United States

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Summary

University of North Carolina at Charlotte - Bachelors Computer Science - 3.8 GPA

Business Analyst - Ally Financial Jan 2022-Present
Was the first point of contact with business partners whose requests ranged from creating and modifying service requests, integration between ServiceNow and various IT applications, and changes to Enterprise Architecture systems. Identified needs and goals of business partners and formulated those into concrete requirements. Collaborated with stakeholders to define and write user stories, and utilized documentation tools within ServiceNow and JIRA to guide these projects through the agile SDLC. Regularly examined service request workflows and assisted end users in analyzing and assessing any recommended and required changes.
Created and designed reports and dashboards for customers within ServiceNow. Consisted of pulling data from various tables and sources, establishing KPIs, then compiling that into a meaningful and visually pleasing resource that was imperative to tracking team metrics and performance. Report topics ranged from incident management, software packaging request data, and change request management.
Managed communications between Enterprise Architecture groups and Idea intake and delivery teams. Required regular and persistent contact to prioritize ongoing development, organize new refinements and updates, as well as maintaining a dynamic task board tailored to their specific needs.

IT Intern - Ally Financial MAY 2021-AUG 2021
Worked with Field Operations Technicians in providing level 2 end user support. Utilized SCCM, deployed and patched software, and onboarding new users. Created and modified Active Directory template user accounts to hold various properties. Obtained extensive experience in using ServiceNow, reimaging and refreshing PCs and Macs, and operating under established SLAs.
Was an integral part of the Return To Office initiative. Efficiently led a team of contractors to set up employee workstations, distribute and manage hardware peripherals, and accommodate special and complex office setup requests. Met deadlines to ensure the new office building was set up for the return of employees. Tracked and managed hardware inventory, and carried out requests for users requesting specific workstations or hardware.

Help Desk Technician - Traditions Interiors JUN 2018-DEC 2021
Maintained and was in charge of the tech systems at a local furniture store. Responsibilities included maintaining 8-10 PCs, assisting users with any needs or issues, refreshing and updating all of the workstations, and troubleshooting any issues with external hardware.
Required to also fix any technical issues with QuickBooks Point of Sale program, as well as setting up shared drives between the workstations, managing Microsoft and Google apps, and assisting with any general technology issues.

Expectations

I am looking for a position where I can immediately provide a positive impact, and utilize my skillset to help wherever is needed. While I am still in the early stages of my career, I believe I can use what I already know to help the company, and continue to grow and expand my career.