It Business Analyst resume example with 15+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
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.
Skills
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 CurrentIT AnalystCdw | 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 06/2019Applications AnalystAspirus | 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 10/2010Technical Support AnalystPenn 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 12/2006NOC 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
Education
Expected in 1993High School Diploma | Saginaw High School, Saginaw, MIGPA:
Expected in | Business Computer Information SystemsCollin County Community College District, Plano, TXGPA:
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