it specialist resume example with 18+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing application and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Astute IT Specialist/Systems Analyst with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

  • Business Development
  • Technical Issues Analysis
  • MS Office Proficiency
  • Application Support
  • Windows 10
  • Technical Documentation
  • Software Implementation
  • Collaborative Team Player
  • Resolve Technical Problems
  • Customer Communication and Empathy
  • Debugging
  • Troubleshooting
Work History
12/2021 to Current
IT Specialist Department Of Defense , , Detroit, MI
  • Configured software applications to set up on remote workstations for CI special agents for UAT.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Patched software and installed new versions to eliminate security problems and protect data during software development including node.js, angular and SQLite database.
  • Explained technical information in clear terms to promote better understanding for non-technical users. Communicated with couple of vendors (Oracle, SoftwareAdvice etc.) on application infrastructure and software proposal and explained them CI requirements for SAR.
  • Worked on several helpdesk tickets by helping customers linking their SAR using legacy SAR system. Spearheaded multi-department communication of a solution I uncovered for errors that users were experiencing. This reduced the amount of tickets by 98% and the ticket duration time by more than 2 days based on this solution.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
  • Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
  • Led sprint reviews and planning meetings to promote full team engagement.
  • Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
  • Applied agile methodology to shorten cycle time and achieve target margins.
  • Managed product backlog and supported Scrum framework for monthly sprint releases using Jira software.
  • Worked to provide continuous improvement for product development lifecycle.
  • Assessed and analyzed customer requirements to develop effective IT project plans.
  • Coordinated with external vendors to deliver IT project components.
  • Devised test plans to validate accuracy of SAR (Special Agent Report) application. Added user test cases in Jira for UAT phase 1 and currently doing maintenance with FootPrints prints tickets tracking and our SAR backlog and sprints/releases.
  • Wrote, updated and maintained project documentation like test case documents, user guides etc.
  • Planning to get PMP certification by end of this fiscal year by utilizing FAC/PM training courses.
08/2010 to 12/2021
IT Specialist Department Of Defense , , Detroit, MI
  • Mrs. Claire is a Senior Java Developer with focus on Etrak ERP application which is based on J2EE architecture. Mrs. Claire has over 20 years of extensive commercial software development experience that includes architecting, designing, implementing and integrating applications using Java, J2EE,.NET, MS SQL Server, IBM MQ Series and Oracle. Mrs. Claire has very good knowledge of COTS products like Adaptlications and ETRAK as well as experience in a variety of industries including public sector and automotive. Mrs. Claire is a very strong team lead and team player with a deep commitment to providing best solution and value to customers.
  • Environment: Entellitrak COTS product, Jasper Report Builder tool, IBM Rational Suite 7, RAD, WSAD, Eclipse, SQL Developer,NET, SQL Server 2005,Java, J2EE, XML, XSLT, Javascript, HTML, Oracle JDeveloper, SOA, Web Services, Oracle 11G, Toad, ELC Process, Rational CCM/CLM, JAZZ team server, GreenPlum DBeaver, BigFix. Control-M Client
  • Mrs. Claire received Wage and Investment Division Commissioner’s Award for demonstrating strong commitment for achieving strategic objectives that had significant impact on W&I division.
  • Worked with ACV project team to migrate partial ACV application to Cloud Platform. Currently getting familiar with downloading software Bigfix, DBeaver for Greenplum database etc.
  • Responsible for working with entelliTrak Suite of applications which involves gathering requirements from Stakeholders, writing use cases, prototyping, documenting functional and technical requirements, process flow diagrams, development, root cause analysis of ongoing issues and production support of existing applications such as HCO, HCO2, Practitioner, 809DB, CRD, Garnishments, CCMS and Payroll
  • Responsible for overall lifecycle of eTrak 809 database application implementation which includes all phases of project (Requirements, Project Planning, Business Blueprint, Realization, Final Preparation, Go-Live, and on-going Production Support.
  • Developed couple of ETL’s/java projects named SEID/SSN and IDRS using java spring batch process. This includes reading data from text/xml file, parse them, validate the data and do error handling before doing bulk insert into the SAAS database tables.
  • Lead the testing effort with team members for CTRS system (Time reporting system for collection agency). There are about 60 reports that are being tested with lots of data and calculations in the excel report downloaded from CTRS application
  • Responsible for implementing different types of email notifications with appropriate documents as attachments to various users like Organization Managers when case has been updated in eTrak application.
  • Responsible for getting data from Active Directory (LDAP) to get user information and update etrak 809 DB by calling appropriate web services. Proposed new enhancements to “Organizational Managers” user interface to customers when business cannot keep up with frequent and rotating 809 Employee and employee manager’s changes and manual data entry. This bought significant resource savings for Field Office Payment Processing Unit that had to manually enter organizational and employee data and promotes their success during peak payment processing & hiring freeze.
  • Made changes to java project to deliver eDiscovery xml file daily to EFTU server for Auditing/SAAS team. Coordinated effort with SA along with Shawn to upload file as windows task.
  • Responsible for training end users and preparing user guides for application use.
  • Responsible for resolving high priority P1 Kisam tickets that cause work stoppage affecting multiple users efficiently within time frame required to close tickets.
  • Responsible for analyzing various risks involved using Rational ClearQuest as Risk Management Secretariat for eTrak section. Responsible for assisting eTrak and DME teams in effectively taking and managing Risk; establishing Risk policy, processes, and standards; and providing assurance that significant Risks are identified, assessed, mitigated and appropriately monitored and reported.
  • Responsible for working on multiple eTrak application change requests and implementing them efficiently by prioritizing appropriately after conducting meetings with customers and management.
  • Responsible for working as primary Point Of Contact for eTrak 809DB, BesTrac, Practitioner, CCMS, Garnishments, CRD module stakeholders to resolve problems or issues on an ongoing basis.
  • Responsible for evaluating customer requirements and assist in determining best approach for fulfilling those requirements using core COTS functionality (instead of customization) to largest extent possible.
  • Responsible for developing deployment strategy from development to test and test to prod to make sure unit testing, system testing, integration testing is done in an orderly fashion and built consensus within my workgroup.
  • Responsible for creating, updating and maintaining Technical Specifications such as use cases, functional requirements, Technical requirements, process flow diagrams and other design documents for several eTrak modules as per IRS standards.
  • Responsible for providing input to manager for Work Breakdown Schedule (WBS) development related to my project tasks.
  • Responsible for giving presentation to upper management on 809 DB .Net application functionality and workflow.
  • Responsible for developing code and configuration rationales and developing test plans. Created several unit test case documents for implemented change requests and performed them before moving to test environment for UAT.
  • Responsible for executing Required Tests (Unit, System, Functional, Interface, Regression, Performance, Integration and/or Interoperability) for several eTrak modules.
  • Learned various programs and languages surrounding application development including .NET technology and tools like Jasper soft, IBM MQ Series.
12/2008 to 05/2010
IT Application Management Specialist State Of Michigan DHHS , ,

Environment: Java, J2EE, Servlets, JSP, Struts, JavaScript, HTML, WebSphere Integration Developer 6.1,
SOA, Web Services, Oracle 10G, SQL Developer, Hibernate, SEM Process, Bugzilla, UNIX, Subversion Michigan Business One Stop (MBOS) is web application portal which will provide
• Information resources to understand what is required to do business in Michigan
• Information and online processing of state/business touch points throughout business life cycle
• Simplified processes to interact with State for:
- Information
- Business registration
- Tax registration
- Obtaining licenses and permits
- Ongoing transactions, routine filings and routine payments Responsibilities:
• Involved in gathering business requirements, analysis, design, documentation and development of “BOAT” module where business customers will update/check status of their applications involved in creating or updating their business or renewing License permit registration for their business.
• Involved in development of “File entry processing system” module. The business customer will open PDF file specific to specific business entity and fill them out and submit. This process interacts with Oracle database to retrieve and update data.
• Knowledge of web services on how to implement using WebSphere integration developer. Using WID for development and for creating business proxies for web service calls and other JDBC connector creations.
• Documenting system design, technical design and other configuration setups for application development environment.
• Implemented several Oracle packages and stored procedures which involve complex business
transactions using Oracle SQL Developer and assisted teammates to write programs and functions for proxycalls
• Used Hibernate for implementing persistence framework
• Worked on enhancements to AppLauncher module which launches external web applications
(statewide) from business one-stop portal links.
• Responsible for converting functional requirements into technical requirements and suggested design via prototype sessions and giving work cost estimates to finish design, development, and implementation.
• Written sequence diagrams and flow diagrams to illustrate functional/technical requirements.
• Participated in code walkthroughs with team and wrote unit test cases for working modules.
• Mentored junior developers to understand requirements and help with construction of module assigned to them.
• Involved in meetings with state agencies such as MDOT, UIA etc. for provisioning of web services.

09/2004 to 08/2008
J2EE Web Developer Ford Motor Company , , Dearborn, MI

• Involved in design, development and leading production support of several automotive strategy applications. Involved in project planning meetings and requirements gathering sessions with Stakeholders.
• Responsible for standardizing naming conventions for development objects and built consensus within my workgroup to make sure everyone involved agreed.
• Developed web application components using Java (RSA 7 as IDE), Struts, JSPs, Servlets, JavaScript, HTML, Ford J2EE framework, Oracle 9i
• Responsible for region planning, administration, manage change item modules which include 25 user interface screens and complex database transactions.
• Responsible for region planning, administration, manage change item modules which include 25 user interface screens and complex database transactions.
• Involved in developing several reports required for cycle planning managers and CEO. They will be displayed as HTML reports that can be downloaded to Excel File. Inside the reports cartoons(bitmaps) were included to display the VEC, freshening types etc. These reports were designed using Apache POI, open source technology.
• Responsible for documenting the application using Use Cases, Program Specifications, small change form, requirements document etc. using Unified Software Development Methodology (SDM) process used in Ford.
• Coordinated production support with Ford business customers all across the world (Japan, Europe, South America and North America) taking the defects and leading the technical team to fix the reported defects and managing deployments and communicating the end users of the fixes. This involved working round the clock at the peak iteration time.
• Coordinated iGPVD(Global Planning Volumes), Segtrack applications with offshore team. As a technical team lead, developed and managed project milestones, status reports and work cost estimates while providing updates to Management.
• Certified in Six Sigma Green Belt, attended “Managing IT Projects” training.
• CPV2 System is a key enabler of Capacity Planning process at Ford Motor Company. It is a single repository for part volumes, feature mix information, and supply base capabilities used by Marketing, MP&L, Product Development Program Teams, Purchasing and the Supply Base.
• CPV2 application is used for forecasting the volumes and it aligns worldwide supply chain capacity with rapidly changing consumer demand.
• Involved in the design, development, and deployment of the application called 'MultiVehicleLineFlex' where Java/J2EE and Oracle are used for development. Developed various reports for the viewing the vehicle line report based on the parts, plants, and volumes.
• Extensively used the 'Unified SDM' process to do the documentation of the user requirements, technical specifications, prototype the user interfaces, test cases etc.
• Developed web application components using Java (WSAD 5.0 as IDE), JSP, Servlet, JavaScript, HTML, MPL framework (MVC Pattern).

Expected in 03/2013 to to
Certification: Information Technology
Agile Practitioner Certified - Detroit, MI,
Expected in 05/1996 to to
Bachelor of Science: Mathematics And Computer Science
Osmania University - Hyderabad, India,
Expected in 05/1996 to to
GNIIT : Computer Science And Programming
National Institute of Information Technology(NIIT) - India,
  • Completed Agile practitioner and Scrum Master Training
  • Preparing for PMP certification to be completed this fiscal year.
Full Professional

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Resume Overview

School Attended

  • Agile Practitioner Certified
  • Osmania University
  • National Institute of Information Technology(NIIT)

Job Titles Held:

  • IT Specialist
  • IT Specialist
  • IT Application Management Specialist
  • J2EE Web Developer


  • Certification
  • Bachelor of Science

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