it analyst resume example with 16+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Enthusiastic I.T. Specialist polished in optimizing systems to address dynamic needs, improve collaboration and strengthen security. Weighs crucial business and IT needs against procedural limitations to assess roadmaps for optimal functions. Committed to optimizing systems performance for reduced operational costs and streamlined workflows. Assisted in the Global End User Services project which delivered the Splunk Universal Forwarder to more than 38,000 end-points with real-time display. Seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

  • Information Security
  • Network Technology
  • Remote Desktop Services
  • User Experience
  • Web Applications
  • Windows Server 2003
  • Customer Inquiries
  • Customer Support
  • User Support and Troubleshooting
  • New Installations
  • Status Updates
  • Maintenance Requests
  • Google Drive
  • Adobe Systems Adobe Creative Cloud
  • Hardware Replacement
  • Team Support
Work History
IT Analyst, 10/2013 - Current
Delaware North Companies Saratoga Springs, NY, Dallas, TX
  • Resolved computer and system networking problems to maintain user productivity
  • Resolve complex technical problems in all areas assigned products by troubleshooting incidents, collecting detailed problem description, traces and log files, and then replication issues
  • Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients
  • Monitored hardware, software and peripheral performance against organizational expectations
  • Researched and resolved uncommon flagged system performance issues to expedite patching
  • Maintained documentation and resources regarding problem resolution for reference in future instances
  • Tracked issue resolution policies to maintain compliance with internal standards and decreased non-compliance by 40%
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Collaborated closely with upper management to drive strategy through development and implementation of new processes
  • Applied knowledge of application components in conjunction with query tools to achieve business objectives
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Carried out day-day-day duties accurately and efficiently
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Resolved malfunctions with systems and programs through troubleshooting
  • Investigated and addressed system issues to enhance usability and improve functionality
  • Evaluated and adopted new technologies to address changing industry needs
  • Oversaw installation of software programs and hardware systems to meet requirements
  • Participated in internal audits regarding quality management system
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance
  • Assessed business needs and problem areas to create focused solutions like gauging business functions and inefficiencies
  • Boosted information sharing by enhancing interfaces between computer systems
Computer Support Analyst, 01/2013 - 10/2013
Leidos Holdings Inc. Hampshire, IL, Dallas, TX
  • Provided complete IT technical support services and assisted global management teams to ensure efficient business processes
  • Provided IT support services to Application Management Group
  • Established process improvement strategies to drive positive changes resulting in decline of IT incident remedy rates by 75%
  • Conducted IT services training for 20 new employees
  • Supported complex related desktop matters while escalating internally when required
  • Answered questions in person, by phone, email, and using help desktop ticketing system
  • Triaged incoming tickets and identify/escalate tickets that are critical
  • Documented ticket resolution and written procedures for help-desk knowledge base
  • Created support service tickets and used web-based ticketing system to track and deliver support services
  • Installed, serviced, and upgraded over 300 Windows computers
  • Provided PC and mobile support to resolve 10+ client issues daily
  • Assisted network team in monitoring 4 network servers
  • Implemented software and or environment changes while ensuring all changes were controlled and managed via established Change
  • Processed service tickets using ConnectWise and other tools
  • Assisted and recommended need for application software upgrades, patches, and hot fixes
  • Assisted third-party vendor and gathering and presenting support metrics and key performance indicators
  • Provided project-related support for IT related improvement initiatives
  • Tested new applications, hardware changes, major OS patches, and upgrades
  • Acted as conduit between IT team and external services providers to resolve issues expeditiously
  • Contributed to development of improved processes and quality controls with other members of team
  • Hardware deployments and replacements, including workstations,laptops,tablets,and phones
  • Application installation and support (Citrix, Outlook, Office Suite, Exchange
  • Active Sync for both iOS and Android, VPN, and other applications)
  • Hardware support (Windows10 and 11, Lenovo, Macintosh, Microsoft, A/V systems, and iOS and Android mobile devices,printers, copiers) including basic modifications and repairs
  • Dallas support for data communications between desktops and workstations
  • Supported 7,000 managed Windows NT/XP/2000 systems and Legacy Systems
  • Implemented and maintained various web applications using JavaScript, HTML & Visual Basic
  • Maintained and administered MCS/Unix, workstations, and MCS/Window 2K laptops in Iraq
  • Reviewed and updated existing policies and procedures to implement more structured governance and business cadence
  • Used ITIL compliance ITSM ticketed run support for UNIX/Linux servers
Tier II Tech Support, 10/2006 - 02/2013
Cushman & Wakefield Beverly Hills, CA, Dallas, TX
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware, devices and software to set up work stations for employees
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Monitored systems in operation and input commands to troubleshoot areas
  • Patched software and installed new versions to eliminate security problems and protect data
  • Removed malware, ransomware and other threats from laptops and desktop systems
  • Helped streamline repair processes and update procedures for support action consistency
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Provided Tier 2 IT support to non-technical internal users through desk side support services.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
IT Specialist, 02/2010 - 01/2013
AAFES, Army Air Force Exchange City, STATE, Dallas, TX
  • Analyzed and implemented business requirements based on SDLC methodology
  • Optimized Pharmacy Module interfaces with performance tuning
  • Tested and assisted with implementation of the AT&T VOIP interface
  • Provided 1st level technical support by creating and/or resolving service Now Incidents
  • Provided analysis, support, and guidance to both internal and external critical customers on complex electronic data transfers covering enrollment, claims, billing statements, and payments
  • Conducted data transfer testing and review submissions for exceeding quality standards
  • Approved and signed off on final transactions
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
  • Devised solutions to operations issues related to system and software updates while closely with client via phone, email, live chat and web teleconference
Bachelor of Science: Applied Sciend, Expected in 07/2020
American Inter Continental University - Chandler, AZ,
Status -
  • Extracurricular Activities: President & Organizer of Students Who Code Coding Club
No Degree: Microsoft Certified System Engineer, Expected in 02/2012
New Horizon Dallas - Dallas, TX,
Status -
No Degree: A+, Microsoft Certified System, Expected in 02/2012
New Horizon Dallas - Dallas, TX,
Status -
Additional Information
  • Organized Planner Activate All Pro Dad Jul 2021-Current
  • PTA, Cheerleader, Volleyball Dad

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Resume Overview

School Attended

  • American Inter Continental University
  • New Horizon Dallas
  • New Horizon Dallas

Job Titles Held:

  • IT Analyst
  • Computer Support Analyst
  • Tier II Tech Support
  • IT Specialist


  • Bachelor of Science
  • No Degree
  • No Degree

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