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Work Background
CitiBusiness Analyst
Apr. 2018 - Jun. 2024Elk Grove Village, Illinois• Facilitated communications regarding incidents, projects, and system enhancements between Citi and its business partners.
• Worked on projects onboarding partners into our network, servers, APIs, and data channels.
• Collaborated with diverse teams across Business, Technology, and Operations domains, acting as a technical resource through all phases of projects.
• Coordinated IT project efforts with stakeholders, including Senior Leadership.
• Created flowcharts for complex processes.
• Tracked Projects in JIRA and managed incidents in ServiceNow.
Sears Holdings CorporationProduct Manager
Nov. 2011 - Jan. 2018Hoffman Estates, ILIntegrated Member Experience (2015-2018) Sears Holding Corp., Hoffman Estates, IL Led large format digital sign installation projects. • Managed vendor relations and reviewed quotes. • Developed content strategy and roadmap for product development. • Produced troubleshooting guides for end users and IT support. • Presented financial reports and performance analysis. • Collaborated with engineering and marketing teams in an Agile environment. Key Achievements:
Built and sustained a wiki space for knowledge articles on integrated retail products.
Played integral role in the opening of new retail store in Fort Collins, CO. Online Business Unit (2011-2015) Sears Holding Corp., Hoffman Estates, IL Analyzed and reported on sales and marketing metrics. • Pulled SQL reports from large data sets. • Investigated and resolved issues involving network performance, pricing discrepancies, product build conflicts, and order fraud. • Lead technical bridge calls between engineering and business to solve issues. • Authored business communications on incidents and change control updates. • Supported vendors and internal users through the complex online item build process. Key Achievements:
Received numerous recognition awards for performance and commitment to projects.
Secured extensive knowledge of incident management and e-commerce operations.
Haven DistributorsBusiness Owner
Feb. 2008 - Oct. 2011Skokie, ILHaven Distributors was a full service wholesaler and order fulfillment center for comic books and comics related merchandise. We specialized in independent publishers and keeping quality product on retailer shelves through timely reorders. Managed business-to-business sales with retail stores and suppliers worldwide. • Delivered products to customer across the U.S. and Canada. • Maintained inventory and monitored sales on multiple product lines. • Devised and reviewed sales reports to track expenses, stock turns, margins, etc. for wholesale business and retail clients. • Preserved listings for several thousand products in internal database and online e-commerce ordering system. Key Achievement:
Built a business from the ground up on a shoestring budget.
ChaseGlobal Service Desk Analyst
Oct. 2004 - Mar. 2007PC and Application tech support for financial analysts and brokers. Investigated, analyzed, and obtained disorganized tribal knowledge to merge into company-wide tech support documents. • Contributed to knowledge base documents supporting help desks across call centers in U.S. and Europe.• Coached new trainees while furnishing personalized training in multiple classes. Key Achievements:
Assigned to critical help desk role supporting Wall Street stock brokers.
Aided in the integration of a new help desk during business merger.
Discover Financial ServicesNetwork Operations Analyst
Nov. 2000 - Nov. 2002Riverwoods, ILMonitored telecom traffic, transactions, and batch processing. Maintained PBX schedules and IVR taxonomy. Analyzed break/fix issues that arose with call routing, et al. Ran bridge calls, wrote business communications, and served as translator between management and engineering. • Maintained PBX traffic routing and schedules across multiple call centers.
• Monitored transactions and critical batch processing across multiple networks and platforms.
• Analyzed break/fix issues that arose in call routing, networking, and batch processes.
• Facilitated communication on an array of issues with management and support. • Created and wrote formal procedures for the department.
• Worked closely with project management and change management teams to continually improve department performance.
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