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Senior IT Analyst Sample Resume Format in Word Free Download

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Robert  Benkendorf


3251 Samual Rd, Norman, RY  22115 / 351-821-2321 / 402-512-2231    E-mail: robert210@gmail.com
Alternate Address: 4319 Cottontail Lane, Las Vegas, NV 89121  


PROFILE

A focused IT professional with over 20 years of information technology, project management, systems analysis, support and training experience.  Expert specialized in managing NICE systems implementation, deployment and support for over 8 years with a global user in a call center environment.  An energetic and thinking individual with exceptional verbal and written communication skills, and excellent analytical and problem solving skills.  Experienced project management professional and technical specialist who is able to build and strengthen relationships and partnerships between local and global organizations and their customers.

I achieve successful results by profitably blending technical expertise with project management experience, technical expertise and keen interpersonal skills to build local and global relationships that work.

EDUCATION
M.S., Management Information Systems, Nova Southeastern University, Ft. Lauderdale, FL, 1996
B.S., Business Administration, Nova University, Ft. Lauderdale, FL, 1989
Project Management Certificate, Project Management Institute (PMI) curriculum, Boston University Management Certificate, 2009
NICE Perform Certified Administrator, NPR2/NPR3. Technical and Application course training from NICE Systems, Inc., for NICE Perform; NICE Universe 8.x and NiceLog 8.9 (Public Safety).  Various training from NICE Training Webinars.

MEMBER OF:    NICE User Group (NUG), Committee Member for NUG (2008); Call Center Professionals; Call Recording Industry Professionals; The Project Manager Network - #1 Group for Project Managers

PROFESSIONAL EXPERIENCE

WALT DISNEY WORLD RESORTS / WALT DISNEY COMPANY              1999-Present
Lake Buena Vista, FL

Senior IT Analyst/Business Analyst Specialist, WDW Parks & Resorts Information Technology
Responsible for managing and implementing all NICE Systems (Perform, NICE Universe 8.X, NiceLog8.9) projects for The Walt Disney Company in the US and Internationally (France/Hong Kong). Manage and provide all deliverables to NICE teams and internal Disney customers. Act as a pro-active and customer oriented interface between Disney internal clients, Nice Systems and other hardware/software vendors.  Ensure internal clients, NICE Systems, other vendors and Disney IT and client management are communicated to regarding project status, issues, successes and escalations.  Major focus requirement for all NICE Systems related functions for Disney, including project management, order administration, installation, internal/external client support, and various professional services required. Ultimately accountable for on-time and high quality NICE Perform project delivery, partnering with participating teams and vendors to achieve success.  Responsible for ongoing support and troubleshooting of NICE system issues in Windows environment.

Perform all activities involved with PCI and Safe Harbor Compliance for NICE for The Walt Disney Company.  Provide all PCI and Safe Harbor deliverables and participate in formal PCI Assessment/Audit.

Knowledgeable of ITIL philosophy and standards, and change management processes used in all system and environment changes.  Provide 24/7 support to call center sites (US and International) following ITIL principles and company change management processes.

Responsibilities:
  • Serve as focal point of contact for NICE related functions (working with Sales, Sales Engineering, Installation, Customer Support and Professional Services) and various internal partners (IBM, ACS, AT&T, etc.) and other vendors for all NICE systems in Disney.
  • Manage all NICE Systems projects from inception to completion, on time and within budget while meeting or exceeding Disney customer expectations using established project management methodologies.
  • Set up technical and user “kickoff” calls to ensure that all requirements regarding site preparation, on site user training and proposed client solution are understood and system expectations are set and managed.
  • Conduct periodic (weekly/bi-weekly/as needed) status calls and reports to client users. Primary focus is on the NICE system project progress and requirements to be communicated on a timely basis through the development, implementation and utilization process.
  • Responsible for Site Readiness, per Pre-Installation Site Checklist and Installation team. Document and maintain issues log until resolution.  Complete ITP at the end of NICE system installation.
  • Manage and coordinate various teams involved with NICE Perform system implementation and deployment; building and managing supplier, vendor and client relationships.
  • Manage multiple, parallel projects through solution delivery using project planning and management techniques.
  • Interface with business units and top management to communicate project status throughout the life cycle.
  • Provide application and technical support for multiple call center site users nationally and internationally.  Troubleshoot issues and escalate to NICE Support when necessary.
  • All activities and deliverables for PCI and Safe Harbor Compliance, inclusive of formal PCI Assessment.
  • Work with various Disney user groups and post to NUG bulletin boards to share and document best practices.

Business/IT Analyst, Disney IT Support Center
Manage Disney Point of Sales system pilot program and successful production deployment.  Critical Response Team member, providing troubleshooting and customer support for Disney Point of Sales systems, ABC, ESPN, ESPN Zones, etc., achieving and sustaining excellent service standards and organizational objectives.  Work closely with development and support teams, provide escalation path and on site dispatch to resolve issues.  Develop/maintain troubleshooting procedures, technical bulletins and escalation process, knowledgebase documentation for IT Support Center personnel.
Labor Management/Scheduling Analyst, Disney’s Animal Kingdom, Office of Labor Management
Developed strategies to optimize labor across all businesses, per union contract, state and federal guidelines.
Financial Systems Analyst/Special Projects, Financial Systems/General Ledger Warehouse Team
Provided user support, training, software testing and audit verification for Disney Financial Systems.
Special Projects/Contracts, various projects at multiple locations on WDW Property.

NOVA SOUTHEASTERN UNIVERSITY                                                               1988-1999
Fort Lauderdale & Orlando, Florida; Las Vegas, NV

Director, Office of Admissions and Marketing, School of Computer & Information Sciences (SCIS)
Marketing Manager / Program Manager, School of Computer & Information Sciences (SCIS)
Managed staff of 26 with annual budget of $750K-$1.5M.  Managed and facilitated the administrative, operational and technical needs for the SCIS department.  Coordinated and scheduled faculty, contract and support personnel, program operations and technical needs.  Developed, directed and implemented strategic and daily management and marketing activities, coordinating hands-on marketing and business endeavors with associated departments and vendors, exceeding all marketing goals by 10% per quarter.  Selected, scheduled, coordinated and worked conferences, trade shows, and national symposia for marketing activities, exceeding department goals and performed all project management endeavors.


SOFTWARE / HARDWARE (Various additional software/hardware not specifically listed)
Operating Systems: Windows 95/XP; 2003/2008 Server, MS-DOS, Unix, Mac OS
Project Management / Office Automation: MS Project, Visio, MS Office, MS Outlook
Internet/Web Development: HTML, MS FrontPage, Netscape Communicator, Internet Explorer
Telephony/CTI: overall knowledge, (Avaya CT Server and AES and Nortel Symposium environments)
LANs: Ethernet, Token Ring, 802.3/802.5/802.11, 3COM, Netware 4.x, Windows NT. 
Understanding of Voice and Data Transmission Facilities/Technology, Cable and Wiring for facilities and infrastructures; modems/DCEs; switches.


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