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IT Applications Liaison Resume Format in Word Free Download

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Carlie  Williams

309 West Dutton Court

Cary, NC  270001

H:  919.460.1230
carlie@aol.com
C:  919.818.9876

SUMMARY

Process-oriented business analyst professional with proven success through effective leadership in business requirements gathering with customers.  Key strengths in business requirements gathering and effective documentation of results for developing new applications, project management, scheduling, training, business controls document creation and maintenance via process narratives and flowcharts, participation on peer audit reviews and corporate audits. Extensive experience in technical application support. Expertise includes:
·    Conducting customer user requirements sessions with effective documentation of results via flowcharts and narratives for programmers.  Formulation of user acceptance testing test cases and user participation.
·    Development and delivery of employee education training and presentation materials.
·    Highly-Effective Verbal and Written Communications (Office Correspondence, Technical Reference Documents, Presentations and User Training Manuals).
·    Creation and maintenance of process documentation including process narratives and flowcharts. Formulation of Separation of Duties (SOD) matrices.  Identification and enforcement of key control points and process measurements.
·    Broad proficiencies conducting process evaluations/improvements, compliance testing and remediation.


PROFESSIONAL EXPERIENCE

IBM Corporation, Research Triangle Park, NC                                                                                  1996 – 2009
I/T Applications Liaison
Key interface for all new application solution requirements. Responsible for design requirements* (including use case scenarios), development, testing and deployment of 30+ new Lotus Notes applications to automate existing manual processes.  Thirteen (13) years of experience in this role as I/T Applications Liaison working as interface between customer/user team and programmer/development teams generating code for application design.  Key interface with development teams both domestically and in South America. Effective management of 300+ applications as coordinator for all change request activities for mainframe and client server (Lotus Notes) applications. Level 1 and 2 support for problem determination and timely resolution. Key processes established and controls enforced for efficient management of application development/maintenance budget.
·    Invoice Tracking Application – Regional application automating a manual, time-consuming audit process.
-     Led Design Requirements Team to identify functionality and attributes of application design. Compiled results into detailed design requirements document (125 pages) for programmers.  This approach minimized coding changes resulting in cost effective project management.
-     Worked as liaison between regional design team, management, and programmers throughout development and testing phases of project.  Thorough testing with timely resolution resulted in minimal design changes keeping development costs below project estimates.
-     Provided Level 1 and Level 2 support for over 700 users including high level management.  Quality user support ensured overall success and effectiveness of application. Other IBM divisions have requested copies of this application to automate this process within their division.
-      Conducted ten remote training sessions for 100 employees nationwide to support 700 local users.
·   RESERVE Tool – Enterprise internet tool with access provided to all IBM-US (350,000) employees. Recipient of IBM Vice President’s Award for highly-effective leadership and project management skills demonstrated for timely completion of project.
-     Led design team by conducting individual design reviews with each division within IBM US to assess functionality of existing application design ensuring that all user requirements were addressed.  This approach promoted cross-divisional usage and support of tool throughout the US.
-     Identified design requirements unique to IBM environment required for incorporation within existing design.  Worked with design team to prioritize change requirements to control programming time and related costs.
-     Development of all user training materials for application including Quick Reference Guide, User Training Guide.  These materials proved highly effective when training Site Administrators and IBM Help Desk Support Personnel providing Level 1 and 2 support. Single-handedly conducted e-meeting user training sessions for  100+ employees and provided a seamless transition for personnel utilizing this newly-deployed tool.

CARLIE Williams                                                                                                                              Page  Two
·   Effective management of application development and maintenance budget ($1.2 M).  Continual effort to decrease I/T budget via design improvements which minimized annual maintenance costs.
·   Co-Leader of Division’s Life Cycle Management Program for 50+ applications.  Developed program processes and controls in compliance with corporate guidelines, designed forms for assessment and evaluation of new applications nominated for entry into the program and annual review of existing applications for continued program participation or End-of-Life Cycle Program.
·   Coordinated all aspects of support for international projects including meeting scheduling/coordination, creation of meeting agenda, documentation and electronic distribution/posting of meeting minutes. As Meeting Leader, responsible for discussion flow keeping participants on-topic and focused on project work items.

Previous experience includes: 
·   Business Controls Coordinator – Extensive knowledge and enforcement of IBM’s Corporate Audit policies and guidelines for more than 100 personnel.  Corporate audit team experience and extensive audit document preparation including process flowcharts (200+), desk and operating procedures. Proven success in process adherence and compliance with all applicable IBM Corporate Directives.  Key contributor of IBM Corporate Audit Preparation Team at RTP Site.
·   Contract Management – Contract Administrator of $12M contract. Reconciliation of monthly invoices totaling $1M. Automation of efficient change management tracking process for 950+ contract positions (e.g., new requests, cancellations, upgrades, downgrades of existing positions). Creation of vendor scorecard for use in performing monthly assessments of contractor compliance with terms and conditions of national contract.
·   Graphics Design Support – Team co-leader and key contributor in large graphics operation providing internal business presentation and technical publications support for over 200 marketing support personnel.  Trained 35+ department personnel (one-on-one training, informal and formal classroom) on 10+ new graphics applications. Scheduling and coordination of incoming projects ensuring timely delivery of quality customer projects.

EDUCATION
A.A. (Minor in Business / Computer Science) – 12/2001*
Peace College, Raleigh, NC

CERTIFICATIONS
Business Controls Compliance Testing Certification

PROFESSIONAL DEVELOPMENT
Market-Driven Quality (MDQ) – The Next Steps
Seven Habits of Highly Effective People (Stephen Covey)
Time Management

COMPUTER SKILLS
 Lotus Products:+
(10+ Years Experience)
1-2-3, Approach, Freelance Graphics, Lotus Notes Mail, Lotus Notes Application Design and Technical Support, WordPro
 Microsoft Products:
Access, Excel, Paint, PowerPoint, Project, Visio, Word
 Adobe Products:
Adobe Acrobat, Photoshop Elements 7.0
 Publications/Web Development:
IBS Book Master, HTML
 Miscellaneous: 
Hyperion (Brio), Patton & Patton Flowchart Software
+ Over ten years experience with Lotus Notes mail, calendaring, application design, access management and technical support.


PERSONAL ATTRIBUTES
Dependable, ethical, resourceful, motivated, dedicated, congenial, flexible, self-starter, conscientious, professional, handles multiple tasks efficiently, new tasks easily mastered, works well independently and with others, technical aptitude for learning and developing proficient skill level quickly on new applications/systems.


*Returned to Peace College as an adult student in 08/1985 to complete courses required for graduation. Attended school while employed full-time with IBM and satisfied requirements for graduation 12/2001. “Dean’s List of Distinction” Honoree.


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