Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -

Results-oriented Business Analyst skilled at analyzing data to draw business-relevant conclusions using data visualization techniques and tools. Defines configuration specifications and business analysis requirements to lead organizations to successful product launches and increased revenues. Owns and develops client relationships by optimizing and enhancing integration to generate new business opportunities.

  • Business Analysis
  • Customer Interaction
  • Systems Analysis and Documentation
  • Client Needs Analysis
  • Global Systems Support
  • Customer Technical Support
  • Remote Systems Access
  • Troubleshooting
04/2011 to 05/2020
Business Analyst II Crown Castle Usa Inc Mahwah Twp, NJ,
  • Kaizen/Kuban: IQS Steel Buy Processes
  • Liaison between IT, Business Partners and Vendors for all customer communications and modifications
  • Lead BA for production support issues and modifications
    Process workflow: IQS Steel Buy Processes (IQS, Oracle, JD Edwards and EDI)
  • Lead IT support BA for business/IT for all IQS issue
  • Confirm all setups are complete and correct in JDE, IQS, and Oracle
  • Communication Lead for all Business and IT players for new Steel Buy Process
  • Determine Business strengths and weakness in workflow
  • Monitor and provide solutions for application and process workflow issues
  • Establish business requirements
  • Analyze and document business requirements for completeness and alignment with the business goals and objectives
  • Implement project support while adhering to project standards and the project manager
  • Assist in testing modification, and improvements
  • Understand and direct project goals, articulate and enforce these roles across the business and IT
  • Point of contact: Troubleshoot issues for IQS, Oracle R12.1.3, JD Edwards)
  • Facilitate and document all Business workflow processes
  • Troubleshoot/Resolve issues with Raw Material items, 863/856 EDI files, Skip Lots
  • Responsible for production support applications (IQS, Oracle, JD Edwards, EDI)
  • Collaborate with IQS programmer and business while modifications or improvements are being worked on
  • Develop internal and external meetings between business stakeholders and IT
  • Supporting internal customers with analysis and remediation of Production issues related to the Oracle 12, IQA, and JDE Enterprise applications.
  • Application Product Support Team members were on call after business hours (365 days a year)
  • Software Tools Used: SQL, PLSQL, Toad, Oracle, JD Edwards, IQS, EDI (856/863 files) , Project, Visio, Office 365, Outlook (365, client based, and remote access)
07/2009 to 04/2011
Senior Support Specialist II Worthington Industries City, STATE,
  • Comprise hardware/software support; network connection/access support and issue resolution
  • Comprehensive technical support: to executive management as well as internal and remote steel and cylinder group users (combining 2600+ total associates) and contractors; technical environment includes Microsoft platform with Linux and virtual servers, Windows 64 and XP operating systems, Oracle, MS Office, and Exchange 2003 clients communicating with Exchange 2010 servers.
  • Developed end-user capabilities, reduced volume of help desk calls, and improved system functionality
  • Trained management and sales department on use of network drives to save files (resolving issue with full mailboxes and large attachments as well as reducing impact to lose of files
  • Trained help desk staff enabling elevation to Tier 2 support
  • Develop documents “How To ” use and install Office Exchange 2003 and 2010 applications
  • Educated Help Desk employees how to use Altiris (inventory, installation, and imaging software)
  • Develop documents for software installations, and remote hardware/software issue troubleshooting and resolution.
  • Researched and resolved compatibility issue between Oracle ADI financial software clients, application module templates not compatible with Excel 2010
  • Recognized for contributions and assigned to main corporate offices; ultimately reduced call volume as well as elevated status of IT support teams throughout company
  • Develop documents for software installations, and remote hardware/software issue troubleshooting and resolution.
  • Established repository of knowledge comprising of 200+ training/troubleshooting/installation documents for Tier 2 and help desk staff; also improved use of Outlook 2003/2010 through creation of documentation enabling end-users to archive previous emails.
  • Create/Modify Active Directory accounts
  • Imaging with SCCM / Altiris or manually
  • Print Server monitor and setup
  • Frequently sought by supervisor, colleagues, and end-user to resolve challenging technical issues.
    Project Work:
  • Tech Lead on Project Blue Sky company wide conversion. (Gather information regarding applications used in all facilities and hardware)
  • Travel to all WI facilities and offices to complete software/hardware standardization project
  • Spearheaded mobilization projects: Move from Novell to Windows environment (including conversion of PCs from Novell to Windows server); move from GroupWise (Novell) email to Microsoft Office Outlook 2003 and 2010. Tech Lead on Project Blue Sky company wide conversion.
  • Gather requirements for current software used on shop-floor, and determine if compatible with Windows 7/ Windows 10
  • Established scheduling and resources needed to complete each phase of the project (completed this project for Blue Sky in 2010 and Lead on the Windows 10 upgrade project in 2019
  • Windows 10 project- was lead tech while working my main job as a Business Analyst II
08/2004 to 05/2009
Helpdesk Support Analyst I InVentive Communications City, STATE,
  • Take and record calls to the help desk.
  • Work to assist with printer issues.
  • Solve software issues (Microsoft Office suite, Adobe products, Graphic Design software ).
  • Certified to work on Dell hardware.
  • Repaired Mac Hardware, printers, and Dell hardware.
  • Manage software installations and repairs.
  • Implement system (laptops, desktop) backups and reimaging.
  • Rotation on call.
05/2000 to 12/2003
IMAC Support Analyst Cardinal Health City, STATE,
  • Responsible for completing all internal department moves (weekly).
  • Work with users at their locations to resolve application or hardware issues.
  • Schedule and complete all new hardware upgrades.
  • Establish each individual imaging requirements and implemented in a timely manner.
  • Configured and setup printers and desktop/laptop onsite.
Education and Training
Expected in 2011
Programming Logic and Methods coursework:
Columbus State Community College - ,
Expected in 2010
: Active Directory Training
Worthington Industries - ,
Expected in 2002
Bachelor of Science: Computer Information Systems
DeVry University - Columbus, Ohio
Expected in 2001
Associates: Computer Networking
Cincinnati State University - Cincinnati, Ohio

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School Attended

  • Columbus State Community College
  • Worthington Industries
  • DeVry University
  • Cincinnati State University

Job Titles Held:

  • Business Analyst II
  • Senior Support Specialist II
  • Helpdesk Support Analyst I
  • IMAC Support Analyst


  • Programming Logic and Methods coursework
  • Bachelor of Science
  • Associates

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