Zachary S. Frank

3694 S. Kingsburg Cove, Apt. #12              Phone: (801) 688-3582

Magna, UT 84044           Email: ZachFrank000@yahoo.com

 

Business Systems Analyst

_{STRATEGIC ANALYSIS | DATA ANALYSIS | BUSINESS INTELLIGENCE}

 

Highly determined entry level Business Systems Analyst with solid educational and applied background in Information Technology project management ready to transition education and practical business experience into professional Analyst career. Highly skilled Business Leader and Self-Starter with a strong ability to provide insight and clarify needs to provide the appropriate business solutions. Highly organized team player with exceptional communication and presentation skills. Reputation for quick learning, efficiency, exceeding expectations, and positive attitude. Just completed my MBA.

 

Professional Capabilities

 

 

 

 

 

 

·   Requirements Analysis ·   UI Design ·   Data Analysis

·                SQL and UML ·                Information Technology ·                Strategic Analysis

·   Project Management ·   Agile SCRUM & Waterfall ·   QA Testing

 

Professional Qualifications

 

·                           Strong working technical knowledge of SDLCs including Agile Scrum, & Waterfall Methodologies

·                           Solid understanding of requirements gathering, analysis, validation, implementation and management processes

·                           Independent Self-Starter and big on team unity in a diverse team environment

·                           Comfortable speaking with internal and external audiences

·                           Huge passion for the Business Analysis Profession and for providing working solutions to complex customer and business requirements

·                           Able to effectively simplify and communicate complex requirements to stakeholders at all levels of the organization

·                           Skilled communicator known for productive collaboration with a wide variety of Stakeholders and end users

 

Professional Experience

 

ALORICA, Magna, UT2013 - 2014

Customer Service Analyst               Client: Best BuyProject: CRM Breeze Application

I served as a Tech Support Agent on Alorica’s Geek Squad account, selling and providing tech support such as network troubleshooting (TS), Printer TS, Virus Removals, and Software TS etc. On my own time, and as I was Point of Contact in the absence of my team lead, I took an opportunity to create a Product Backlog for the CRM application we were using, and performed other Business Analyst activities as listed below.

·   Developed a backlog to track the requirements that would help improve the customer experience and agent call flow

·   Executed QA analysis to identify service gaps during the customer experience and call flows

·   Performed QA Tests of CRM and remote support software to identify bugs in the system

·   Provided training to call floor agents regarding the customer service experience, software utilization and other project needs as necessary

·   Worked with the IT Team to identify and report bugs and solutions to Best Buy’s development team

·   Made sure the agents on the call floor had the appropriate software permissions and access granted to effectively perform their work

Zachary S. Frank, Page 2

Alorica continued…

·   Sold Geek Squad services and products as the best and complete solutions for the client technological needs

·   Actively listened to client complaints and worked to de-escalate and resolve concerns

·   Resolved medium to complex problems regarding Windows Operating systems, Outlook, Microsoft Office, Antivirus and internet connection issues

·   Facilitated meetings with cross functional team members to gather detailed business requirements and the resolution of design gaps and project issues.

·   Diagnosed system issues and worked with other departments and managers to escalate and repair the system

 

Fulfillment Team/Implementation Analyst   Client: Best BuyProject: G.S. Fulfillment

I served as a Fulfillment Agent during this project, providing tech support through remote support to our customers. However, I had an opportunity to work with my manager and the IT Team to identify requirements and other needs so that the team could perform effectively.

·   Identified project requirements and worked with management and the IT Team to facilitate project launch of the fulfillment team

·   Participated in team meetings to identify other project needs which would facilitate the team’s ability to perform repairs on client computers

·   Participated in the training of new technicians

·   Worked with the IT team and managers to assure the fulfillment team had the appropriate user level permissions and access granted to perform computer repairs

·   Executed QA analysis to identify service gaps during the customer experience and call flows

·   Performed QA Tests of CRM and Remote Support software to assure that it was working properly

·   Assisted in developing reports to management to ensure the project was on track for success

 

WALMART       2011 - 2012

Service Write & Sales/Operations Analyst

As a Service writer and Technician, I developed a relationship with my managers and coworkers, and was left in charge of the shop operations during the managers’ absence. Provided vehicle service support; communicated with customers directly and over the phone to explain services, costs, and expected timeframe for completion

·   Set appointments, organized schedule and daily work load

·   Worked with management to identify bottlenecks in the system and improve shop service procedures

·   Analyzed sales data to determine purchasing trends and ordered inventory to meet sales forecast

·   Provided weekly reports regarding the number of vehicles serviced, average time to completion, sales, etc. providing a basis to identify trends, and service needs across the shop

·   Developed training for use during team meetings to improve service levels and sales across the shop

·   Gathered order requirements for customer orders and communicated order specifics to the servicing technicians

·   Provided great solutions and an excellent customer service experience which resulted in referrals from our customers

·   Helped ensure that shop guidelines and procedures were followed

·   Improved customer service processes and increased sales by 140% from the previous year, including a 50% increase on tire sales

·   Gathered requirements from the client to determine what kind of tires and other products they needed to maintain their vehicles

·   Trained new Technicians and service writers on appropriate procedures regarding safety, customer service and sales pro

 

 

 

Zachary S. Frank, Page 3

 

DOWNEAST OUTFITTERS         2010 - 2011

Shipping Team/Jr Analyst       Project: Inventory Tracking Application

I was a team member on the distribution and receiving side of the business. I identified inefficiencies in the receiving processes, particularly with the Jewelry received from suppliers that took hours to process and to check in. I also led small teams tasked with completing important shipping and distribution projects

·   Rotated in various warehouse departments to complete or catch up on various projects

·   Helped count incoming inventory on the receiving and shipping dock

·   Developed a plan for a fictional project that would facilitate the inventory tracking system at the receiving and shipping stages of the inventory tracking process

·   Developed current business models and demonstrated how new technology and processes could improve inventory accuracy

·   Tracked store orders and fulfilled shipment requests scanning products into the order fulfillment system

 

NPS        2008-2009   

eBay Lister/Jr QA Analyst        Project: eBay Listing Software

My official assignment was listing items on eBay. During that time, the IT team was developing a new and simpler piece of software that would make it easier for us to put items on eBay. It also allowed an agent to submit a listing to their manager for review before it was posted on the site. I had the opportunity to work with the lead developer to test that software manually to make sure it was working, and reported any defects that needed attention

·   Worked with the QA Lead and developers to test use cases to ensure the listing software met business needs

·   Tested listing software to make sure it was working properly

·   Identified bugs and reported any defects to the development team for repair

·   Assured items were listed correctly before submitting them to eBay

·   Assigned to work on small projects by manager in reward for demonstration of strong work ethics

Education

 

MBA, University of Phoenix                                                                                                  October 2014

BS Project Management, ITT Technical Institute                                                                        July 2012 AAS Visual Communications, ITT Technical Institute                      September 2010