CAREER OBJECTIVE

A Business Analyst position with a Consulting firm, where strong administrative,

communications, and planning abilities will be used to improve performance, pro
ductivity and profitability.
EDUCATION
M.B.A., Master of Business Administration - 5/2010
Kaplan University, Fort Lauderdale, FL
Major concentration in Information Technology
B.A., Psychology - 12/2001
Norfolk State University, Norfolk, VA
RELEVANT EXPERIENCE
Lead Call Center Analyst - 11/2009 - 3/2010
Aspen Consulting Group, Silver Spring, MD
Provide support to DRIS-2010 Census central workforce management operational tea
m. Strategic planning, manage calling campaigns to ensure optimal right party co
ntact. Troubleshoot and document incidents-follow-thru to resolution via Magic t
icketing system. Review and analyze daily operational statistics and make recomm
endations for continuous improvement. Facilitate business specification walkthru
meetings to resolve defects and risk mitigation. Interact with key internal bus
iness partners, information technology and vendor organizations in order to main
tain optimal system performance. Analyze business specifications and develop t
est plans and test scripts for baseline,system and end-to end testing.
Project Management-Workforce Analyst - 6/2005 - 6/2009
Toyota Financial Services, Owings Mills, MD
Track performance, generate reports related to forecasting,service levels,agent
performance and exception activity as related to agent schedules. Prepare and an
alyze agent schedules to meet service level requirements,remaining within work r
ules, legal requirements and other constraints Scheduled 300+ staff members dail
y, quarterly, and all annual leave. Track and maintain vacation requests for all
staff. Analyze staffing and time off requests make necessary management recomm
endations to ensure business continuity. Blue Pumpkin administrator-setup and ma
intain all new and active user profiles. Train staff and new hires on Blue Pumpk
in software. Liaison between HR, and management to ensure FMLA and leave of abs
ence are handled within legal constraints.
Operations Systems Analyst - 9/2003 - 5/2005
HSBC , Virginia Beach, VA
Oversee the day-to day administration of installed applications, including sett
ing up user accounts and policies. Establish user standards and documentation fo
r call center systems, and logging and tracking system incidents. Conduct and di
rect system maintenance activities installing software or hardware upgrades. Tro
ubleshooting Concerto (Davox), and Austin Logistics CRM systems. Document operat
ion procedures and installation methodologies and modification. Evaluate levels
of system operations and recommend measures to improve overall performance. Dev
elop and implement disaster recovery plans. Evaluate the adequacy of controls an
d security measures. Provide training and support, and assist in resolving produ
ction problems.

SOFTWARE APPLICATIONS
* Technical Expertise: Microsoft 2007 Professional,Windows XP and 7, Austin Logi
stics Optimization Suite, Center Vue, Avaya and Concerto (Davox) dialer, PeopleS
oft, eWFM, Blue Pumpkin, Citric, Witness, Lotus
REFERENCES
Available upon request