IT Business Analyst Resume Example
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IT BUSINESS ANALYST
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
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Work History
IT Analyst / / Cdw - Toledo , OH / 06.2019 - Current
- 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 analyzedprocedures to align with changing business needs
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance
Applications Analyst / / Aspirus - Plover , WI / 10.2010 - 06.2019
- 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
Technical Support Analyst / / Penn National Gaming - Washington , PA / 01.2006 - 10.2010
- 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 / / Accenture - City , STATE / 06.2005 - 12.2006
- 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
Saginaw High School - City, State / 1993High School Diploma
Collin County Community College District - City, StateBusiness Computer Information Systems
Certifications
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
Degrees
- High School Diploma
Business Computer Information Systems
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