User details
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Crystal StHilaire
@crystal_sthilaire_wrz4pdd1j
Business Analyst Business Analyst
Atlanta, GA, United States
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Member since: Jan 21, 2025Results-driven IT professional with 12+ years of experience in software products, business systems management, and healthcare IT. Expertise in Six Sigma methodologies, systems engineering, and process optimization, with a proven track record of resolving over 1,000 technical issues, improving system efficiency by 30%, and increasing user satisfaction by 40%. Adept at translating technical requirements into user-friendly solutions and implementing strategies that reduce downtime by 25%. With hands-on experience as a certified medical assistant and medical coder, I effectively bridge the gap between healthcare and IT, particularly in electronic medical record (EMR) systems. Skilled in project management, I collaborate with senior leadership to drive business growth through innovative technology solutions.
• Managed the comparison of data across multiple internal DoorDash systems to ensure accurate and efficient data entry in spreadsheets, streamlining workflows and improving data quality using Excel.
• Developed, deployed, and optimized SQL queries to extract valuable insights, enhancing data-driven decision-making and operational efficiency.
• Directed communication of key findings to internal teams and DoorDash merchants, ensuring alignment of business goals and enhancing operational performance. Developed and implemented strategies to improve client engagement, leveraging data insights to refine customer interactions and boost satisfaction. Trend Analysis & Reporting: Supervised the creation of weekly reports and the analysis of customer data in Excel to identify emerging trends, enabling proactive responses to market shifts.
• Led product initiatives for Pizza Hut, managing timelines, resources, and stakeholder expectations to deliver successful outcomes aligned with business objectives.
• Oversaw the querying and analysis of client data to assess trends and evaluate their financial impact, ensuring strategic decisions were aligned with revenue and profitability goals.
• Applied Six Sigma methodologies to optimize processes and enhance system performance, driving continuous improvements and reducing operational inefficiencies.
• Managed offshore, cross-functional teams, including stakeholders, engineers, and analysts, ensuring smooth collaboration and timely project delivery. . Trained users on Windows applications such as PCData, SAP ERP (Production, S50, S/4 HANA), Transaction Codes, and PowerBI, fostering efficient use of enterprise systems.
• Directed resolution of significant hardware and software challenges, working with vendors and technicians to address faulty products and ensure operational continuity.
• Engaged with users to diagnose issues, provide technical support, and deliver solutions, improve system performance and user satisfaction. . Remote Desktop Support: Utilized Bomgar for remote desktop support, and documented incidents using ServiceNow and ConnectWise, ensuring timely resolution of technical issues.
• Provided expert assistance for internet service and connectivity issues, utilizing Auvik and SolarWinds to monitor and resolve issues related to operating systems, PCs, and browsers.
• Configured HR data using workforce management tools, Active Directory, and Okta administration, supporting seamless user management and access control.
• Created comprehensive knowledge articles and documentation to communicate business and technical needs effectively to development teams, ensuring clear understanding and alignment.
• Led planning, roadmaps, and reporting for multiple large-scale projects, conducting regular standups to track progress and ensure project alignment with business objectives.
• Managed multiple complex projects requiring strategic planning and stakeholder management, delivering successful outcomes on time and within budget.
• Monitored user KPI's and Managed troubleshooting of Chicos, Soma, WHBM POS systems, addressing device-specific issues, sales performance challenges, and network connectivity concerns to ensure operational efficiency.
• Identified and resolved system performance issues, proposing and implementing effective solutions to optimize overall system reliability and functionality. . . Led the diagnostic and resolution of technical issues using tools such as Bomgar and Zendesk, ensuring swift solutions and minimal downtime. Orchestrated the setup and installation of hardware and software for employee use, overseeing cable installations, operating system configurations, and software deployment to ensure seamless operations.
• Provided clients with detailed installation overviews, site-specific instructions, and technical support contact information, ensuring smooth onboarding and support.
• Created and maintained comprehensive technical training materials for employees, enabling better user understanding and efficient use of systems. . Managed troubleshooting of Salesforce applications, addressing user issues and optimizing application performance for sales teams. . Administered data entry and access management using Splunk, ensuring proper data governance and secure system access.
• Led research to understand the requirements for marketing tech support products, developed and executed a go-to-market plan, and managed cost analysis to align with business goals.
• Oversaw the setup and management of remote work devices, ensuring secure VPN access and resolving any remote access issues to keep employees productive.
• Implemented and guided the use of best practices like ITIL, Agile, Six Sigma, and gap analysis across teams, focusing on improving processes and achieving better results.
• Managed the support for technical issues, including operating system problems, performance optimization, and system reliability, ensuring minimal downtime and smooth operations.
• Led training programs for employees and customers, helping them get the most out of software applications and tools, and continuously improved training based on feedback.
• Managed budgets for IT support and projects, ensuring resources were used efficiently while staying within financial limits and meeting project goals.
• Managed all stages of projects, from planning and design to testing, training, and support, ensuring that everything was delivered on time and met the companyʼs needs.
• Worked with business leaders to understand their needs and made sure the technical solutions matched those needs, translating business goals into clear project plans.
: Led cross-functional teams and worked with external vendors to ensure projects ran smoothly, with clear communication and alignment on goals. . Managed the technical aspects of software and system migrations, including hardware, software compatibility, and network setup, ensuring successful transitions without disrupting business operations.