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Yyyyyy x. yyyyyy

385 La Rocca Avenue | Woodbridge, Ontario, L4H 3K6 xxx-xxx-xxxx |


Profile of Qualifications


Operations Management | Interpersonal Communication | Team Leadership | Workflow Development | Process Improvement

Relationship Building | Cross-Functional Team Leadership | Technical Support & Implementation | Change Management | Transition Collaboration

Technical Writing | End-User Documentation | Client Satisfaction | Customer Service | Critical Thinking | Strategic Planning & Analysis


  Dynamic and driven Business Analyst with years of proven expertise and a solid educational foundation

  Demonstrated success in optimizing efficiencies, processes and technologies to support strategic objectives

  Skilled in working as a valuable project team member and an individual contributor to achieve or surpass organizational goals; thrives in high-pressure, time-sensitive environments

  Customer oriented and trusted contributor, regarded by colleagues as a subject matter expert

  Self-motivated professional who excels in prioritizing and managing simultaneous projects to consistently achieve deadlines and goals

  Presently seeking a Technical Writer, Business Analyst or other role focused on business implementation and processes


Professional Synopsis

Oracle Canada ULC, Senior Business Analyst 2015 Present

         Serve in a leadership capacity to devise productive workflows and processes specific to GIT and PDIT ticket transfers

         Lead a customer advocacy program that identifies process improvement opportunities based on personnel satisfaction survey results

         Founded and currently guide operations for a mentoring program that serves as a joint venture between the End-User Field Support and Global Service Desk personnel

         Increased first call resolution rates which resulted in notably improved customer satisfaction levels; also decreased resolution times by developing an EUS Escalation Manager staff position, responsible for expediting to ticket handling and resolution processes

         Directed operations for the Oracle Open World 2015 Desktop Support team


Principal Infrastructure Systems Analyst 2014 2015

         On-boarded EUS organization to MyHelp OSvC and developed corresponding operational training for personnel

         Worked diligently to enhance the MyHelp OSvC system to better align with the company s business objectives

         Comprehensively managed the creation of categories, interviews, queues, workflows, bridge maps, KM article updates and UAT testing

         Enhanced the overall user experience via the development of additional guided assistance administered in the post-go-live phase

         Supervised and coached the Oracle Open World 2013 and 2014 Desktop Support teams


Senior Infrastructure Systems Analyst 2011 2014

         Functioned in a EUS Knowledge Lead capacity; reduced IT spending by adding self help and Analyst Only solutions to Oracle s internal Knowledge Base (KB); also worked as an approval authority for Knowledge Base entries

         Acknowledged and submitted MyHelp SupportDesk enhancements to support business objectives and advance reporting efforts

         Played a pivotal role in contributing to Business Requirements Document (BRD) and the delivery of RightNow CX

         Partook in workgroups to discuss and finalize on-boarding requirements, category structures, as well as agent and user interface layouts


Infrastructure Systems Analyst 2010 2011

         Drove the Global Content Development Team in reducing IT spending by creating self-help training modules

         Demonstrated model customer service in swiftly solving technical issues, thus garnering positive and consistent customer feedback

         Mentored colleagues as part of the America s Service Centre program, used to promote the KANBAN remote support model

         Also participated within the User Acceptance Testing group; worked on a CRM On-Demand project to identify critical system bugs; also delivered training for as many as 350 individuals to prepare them for the On-Demand rollout


Education & Credentials


Bachelor of Commerce with Psychology Minor, McMaster University

Recipient, GIT Team Brilliance, Oracle Canada ULC, 2014

Recipient, Customer Service Pace Setter Award, Oracle Canada ULC, 2014

Certification, ITIL Foundations, Oracle Canada ULC, 2013

Recipient, GIT CIO Award, Oracle Canada ULC, 2012

Recipient, GIT Team Brilliance, Oracle Canada ULC, 2012

Recipient, GIT Weekend on the Town, Oracle Canada ULC, 2008






Yyyyyy x. yyyyyy

385 La Rocca Avenue | Woodbridge, Ontario, L4H 3K6 xxx-xxx-xxxx |



March 16, 2018



Hiring Agent Name


Company Name


City/State/Zip Code



Dear [Hiring Agent Name],


I am currently seeking a challenging career opportunity in a (INSERT TITLE OF TARGET POSITION) capacity and am submitting my resume for your review. In advance, thank you for your time and consideration. As demonstrated in the accompanying resume, my professional qualifications include the following accomplishments:


  As a professional, I bring to any business or technical role years of proven expertise and a solid educational foundation, paired with a strong work ethic and ability to effectively lead others.


  In any role I take on, I feel confident and comfortable in interacting with clients, colleagues, managers and stakeholders at all levels. Through careful leverage of my interpersonal and organizational skills, I am able to work both individually and in group environments to achieve or surpass organizational objectives.


  In my current capacity as a Senior Business Analyst with Oracle Canada ULC, I craft productive workflows and processes specific to GIT and PDIT ticket transfers. In this role, I founded and currently manage operations for a mentoring program that serves as a joint venture between the End-User Field Support and Global Service Desk personnel. I also direct the Oracle Open World Desktop Support team, something I have engaged in since 2013.


  Outside of my long career history, I also hold a Bachelor of Commerce with Psychology Minor from McMaster University. I also earned my certification in ITIL Foundations from my present employer.


As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.



Yyyyyy x. yyyyyy

Enc. Resume


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