Howard D.
IT Business Analyst II at World Fuel Services
- Role
- IT Business Analyst Ii at World Fuel
- Location
- Hollywood, FL, US
- LinkedIn followers
- 500 followers
About Howard D.
A highly experienced specialist in Release, Change, and Critical Incident Management with extensive background in analytics and complex problem-solving. Dedicated to collaborate with cross-functional teams to resolve complex issues and develop effective solutions for operational efficiency. Able to navigate through high-pressure Agile environments, meeting stringent deadlines, and driving continuous improvement. A proactive self-starter with a strong work ethic, seeking opportunities that foster self growth, and professional development that drives organizational transformation.•Effective in analyzing and resolving complex issues.•Highly skilled in technical writing and training.•Ability to multitask with teams on various projects.•Efficient in troubleshooting critical applications.•Proficient in MAC & Windows OS devices.•Expertise in the use of remote support clients. •Over 10 years experienced in technical, analytics and administrative support. •Good presentation and time management skills.•Experience working in a heavy iterative environment •Experienced analysis in finding solutions for the most complex issues.•Ability to adopt and understanding requests from non-technical users•Demonstrated knowledge in regression, functional, integration and performance test methodologies.•Having the ability to work in a rapidly changing and interrupt-driven environment.•Demonstrate strong analytical thinking skills.•Work oriented and attention to detail.•Experience knowledge in the agile environment. •Exhibit good presentation and working ability.•Able to work independently. •Effective in leading and collaborating with teams. •Highly motivational and willingness to learn. Hardware / Workstations:Computers, Laptops, Hand-held devices, Terminals, Workstations, Servers, MAC Devices. Hubs, Switches, Routers, Access Points, Firewalls, Modems. Printers, E-copiers, Scanners, Projectors, Samsung, iPhone, and Android Smartphones.Operating Systems/Server Software:Microsoft Windows, Servers, Apple OS. Active Directory, AWS Management Console, Citrix Meta-Frame and System Center Configuration Manager (SCCM).Few Applications:Microsoft Office, Project, Visio, Access, Outlook, Adobe Acrobat, Cisco VPN Client, Any-Connect, Forti-Client. Support Portal, Remote Desktop. Heat, Remedy, Peregrine Service Center, Microsoft CRM, Atlassian, Confluence, OpsGenie and JIRA.Communication Tools:Slack, Zoom, Microsoft Teams, GoToMeeting, Webex, Trello, Google Workspace, Skype, RingCentral, Xgen, Google Meet, Connecteam, Asana, Fellow and Connect.
Experience
IT Business Analyst Ii
May 2025 — Present · FL, US
Work closely with stakeholders to gather, document, and prioritize project requirements- Collaborate with developer to design and customize workflows in Jira Service Management to align with organizational processes- Design and implement integrations between JSM and other systems (e.g, CRM, ERP, DevOps tools)- Identify and resolve issues related to JSM integrations and workflows- Build and maintain data analytics best practices and dashboards to support continuous service improvement, Service Level and Problem Management processes- Report on SLA/OLA results and provide input for functional and hierarchical escalations- Report on incidents and service request trends and provide input for problem management and continuous service improvement- Participate in and assist the facilitation of recurring Change Management and Release Management meetings- Interact with IT and business stakeholders to gather and verify asset information- Develop, measure, and analyze SLAs and Key Performance Indicators (KPIs)- Design and generate metric reports; status and performance reports for staff and senior management- Review Change Management Requests (CMRs) to ensure the appropriate priority levels and details are provided in accordance with defined policy- Facilitate, as needed, the coordination of Critical Incidents impacting the business until resolution- Schedule and conduct post incident reviews with the resolver teams- Produce metrics and assist with the identification of root cause for reoccurring incidents- Serves as coach, advisor, and contributor regarding the ongoing development of Service Management framework and Continuous Service Improvement Projects- Working with IT and Business team members define KPI’s/metrics for various processes to drive improvements of services and report on.
Education
Kaplan University
Associate’s Degree, AS in Computer Information Systems - Network Administration
2009 — 2011
Keiser University
Bachelor’s Degree, Computer/Information Technology Administration and Management
2014 — 2016
INFOSERV Learning Management System Ltd.
Deploma, Information System Technology
1992 — 1994
PC Professor
Certification in Computer Support Specialist, Information Technology and Services
2005 — 2006
The University of the West Indies, Mona
Certification, Information Technology and Services
1990 — 1992
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