It Business Analyst Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary

PROFESSIONAL Senior Applications Support Analyst , with a gift for understanding the SUMMARY needs of both business and technical sides. Versed in troubleshooting , training, deployments and implementations on Windows, Linux and Mac systems. Looking to bring a passion for creative solutions to vibrant company.

  • Windows (XP,7,8, and 10), MAC, Linux, Unix
  • Microsoft Office, Outlook 2003/2007/2010,2019,Microsoft Exchange mail, Office 365, Wireless email, Skype and Lync
  • VPN, Citrix, FortiClient,Java ,Active Directory, SQL Server
  • Oracle , SAP , AS400, Kronos, HRIS, CRM
  • Norton & McAfee anti virus, Cloud solutions
  • HP Service Manager, Remedy, Heat, Service Now, Service Wise, Sales Force
  • CCH Products(Axcess, Engagement,Team Mate Analytics and Practice Management) Go File Room, Fixed Assets
  • IPHONE, IPADS, and all Android devices
  • Critical business thinking skills
  • ERP software (Quick Books, Intacct and CDK)
  • Documentation
  • Ability To Effectively Communicate
  • Saas Support Specialist
  • Organization and Time Management
Work History
Implementation Specialist, 06/2021 to Current
Accounting And Consulting Group, LlpEl Paso, TX,
  • Assisted account executives with strengthening client relationships through targeted solutions.
  • Suggested solutions to developing problems during project so that correct modifications could be made.
  • Configured, installed and handled troubleshooting tasks for variety of different applications.
  • Documented specialized data and requirements to address business demands.
  • Explained complex, technology-related issues in basic, understandable terms to clients.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
IT Business Analyst, 06/2019 to Current
Abbott LaboratoriesSidney, OH,
  • Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality
  • Worked closely with software development and testing team members to design and develop robust knowledge base solutions to meet client requirements for functionality, scalability and performance
  • Provided day to day operational support for high-volume financial institution in 24/7 environment
  • Served as main source of support to Accountant analysts
  • Resolved malfunctions with systems and programs through troubleshooting
  • Documented business processes and analyzed procedures to align with changing business needs
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance
  • Saas Support Analsyt
Applications Analyst, 10/2010 to 06/2019
AspirusHurley, WI,
  • Responded to customer requests via telephone and email
  • Deployed, Installed , tested applications and confirmed proper communication between systems and equipment
  • Analyzed and edited existing computer applications to improve
  • Provided technical support to 1000 plus clients daily
  • Liaised with developers to identify technical requirements and developed solutions
  • Mentored junior analyst and new hires to better improve the competency and efficiency of all staff
  • Wrote solutions and qualification documents for quality assurance purposes
  • Monitored installation and operations to consistently meet rigorous customer requirements
  • Continually improved methods and procedures for processes, measurement, documenting and work flow techniques and
  • Saas support Analyst
Technical Support Analyst, 01/2006 to 10/2010
Penn National GamingJackpot, NV,
  • Provide 1st, 2nd, and 3rd level technical support to PepsiCo domestic and international customers (FLNA, PBG, PBG Canada, Pepsi, PCNA, Quaker, Tropicana, & Gatorade)
  • Unlock user accounts, reset user's password, check size of Exchange mailbox, and grant admin rights to end user's pc, map network printers, and map network drives
  • Perform troubleshooting steps to identify computer related issues, install software and updates
  • Configure for Exchange email and recreate outlook profile
  • Perform troubleshooting steps to identify hardware related issues install drivers and updates
  • Trouble-shooting connection to determine if it is an ISP or VPN issue
  • Train and mentor new hires on business applications, infrastructure and operational procedures
  • Quality Assurance and Call monitoring of new hires
  • Subject Matter Expert for Frito Lay Business Applications
  • Partner with outside vendors to resolve ongoing customer issues
  • Subject Matter Expert for Outlook and SAP
  • Assist with onboarding and deploymet of applications including Windows 7,10, MS Office 2010,13 , Office 365 and SAP (Financials and Logistics)
  • Created and built firmware to test associate hardware
  • Researched and updated all required materials needed for firm and partners
NOC Network Analyst , 06/2005 to 12/2006
AccentureCity, STATE,
  • Supported customer equipment not limited to the development and upkeep of all configurations and VLANS, utilizing popular Cisco 2000 series devices and Extreme Black Diamond switches
  • Provided customer care in critical events as needed, using and in-house ticketing system and other resources
  • Provided QoS policing across the MPLS network in Tasman and Cisco routers to ensure a streamlined transport of services
  • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements
  • Managed firewall, network monitoring and server monitoring both on- and off-site
  • Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff
  • Consistently met deadlines and requirements for all production work orders
High School Diploma: , Expected in 1993
Saginaw High School - Saginaw, MI
: Business Computer Information Systems, Expected in
Collin County Community College District - Plano, TX

ITIL Foundations Certified Granted: February 2016

 Helpdesk 2000 Certified Granted: March 2003

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Resume Overview

School Attended
  • Saginaw High School
  • Collin County Community College District
Job Titles Held:
  • Implementation Specialist
  • IT Business Analyst
  • Applications Analyst
  • Technical Support Analyst
  • NOC Network Analyst
  • High School Diploma