It Business Analyst resume example with 15+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
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
  • Lotus Notes, Oracle , SAP (Logistics, Finance,Production and non production) , AS400, Kronos, HRIS, CRM
  • Norton & McAfee anti virus, Cloud solutions
  • HP Service Manager, Remedy, Heat, Service Now, Service Wise
  • CCH Products(Axcess, Engagement,Team Mate Analytics and Practice Management) Go File Room, Quick books, Fixed Assets
  • IPHONE, IPADS, and all Android devices
  • Critical business thinking skills
  • ERP software
  • Documentation
Work History
06/2019 to Current IT Analyst Cdw | Toledo, 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
10/2010 to 06/2019 Applications Analyst Aspirus | Plover, 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
01/2006 to 10/2010 Technical Support Analyst Penn National Gaming | Washington, PA,
  • 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
06/2005 to 12/2006 NOC Network Analyst Accenture | City, 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
Expected in 1993 High School Diploma | Saginaw High School, Saginaw, MI GPA:
Expected in | Business Computer Information Systems Collin County Community College District, Plano, TX GPA:

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:

  • IT Analyst
  • Applications Analyst
  • Technical Support Analyst
  • NOC Network Analyst


  • High School Diploma

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