it systems analyst project engineer ii resume example with 20+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Customer-oriented Program Manager with over 15 years of experience in strategic planning and complex problem-solving. Expert in networking, cross-functional communication, employee supervision and process improvements. Decisive leader ready to leverage background in program management to expand organizational success.

  • Reliable and trustworthy
  • Project documentation
  • Best practices and standards
  • Infrastructure development
  • Cybersecurity frameworks
  • Infrastructure buildout
  • Data extraction
  • Cost estimation and budgeting
  • Information security
  • Multitasking
  • Organization
  • Project coordination
  • Product development
  • Program leadership
  • Individual instruction
  • Decision-making
12/2017 to Current
IT Systems Analyst/Project Engineer II Atlantic Health System Morristown, NJ,
  • Wrote technical documentation for use in training manuals and support materials.
  • Tested systems during each step of implementation and deployment processes.
  • Translated customer requirements into technical metrics for integration into developed systems.
  • Participated in drafting requirement verification documents for proposed systems.
  • Collected and defined customer requirements for post-delivery performance of developed systems.
  • Designed operational support system to monitor, control, analyze and manage computer network.
  • Compared installations against drawings and project specifications for compliance purposes.
  • Delivered detailed and concise directives to team members and worked closely with organizational managers to facilitate project success.
  • Prepared cost analyses, tracked change orders and managed schedules to improve project performance.
  • Participated in cross-functional teams to bring complex projects from initial design to completion.
11/2016 to 12/2017
IT Support Technician III Cb Richard Ellis Fort Collins, CO,
  • Adhered to applicable regulations, policies and procedures for health, safety and environmental compliance.
  • Prepared operational reports and provided information to supervisors.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Utilized automated systems to manage and track customer inquiries through to completion.
  • Employed Freshdesk, Zendesk, Salesforce and other ticket support systems.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Aided in development of customer acclimation plans for helping clients adjust to implementation of new products.
01/2016 to 11/2016
Service Technician II Siemens Building Technologies City, STATE,
  • Completed preventive maintenance and unscheduled service needs to keep vehicles in optimal condition.
  • Setup and operated mechanical and manual servicing equipment.
  • Completed yearly maintenance visits and examined previously completed work for accuracy.
  • Engaged with customers to deliver outstanding customer services and secure repeat business.
  • Logged services performed in service ticket system accurately.
  • Facilitated new team member training on service processes to increase productivity.
  • Observed complex machinery in operation to adjust settings, spot malfunctions and complete root cause analysis on identified problems.
  • Participated in code review meetings, providing input on bugs, inefficiencies and potential solutions to emergent issues.
  • Modified existing software systems to enhance performance and add new features.
03/1993 to 04/2015
Master Sergeant/Special Missions Aviator/Program Manager United States Air Force City, STATE,
  • Monitored and created reports showcasing program outcomes to communicate results with clients and stakeholders.
  • Maintained up-to-date and accurate program files and records.
  • Led business development evaluation and business analysis.
  • Facilitated knowledgeable planning and implementation through educating management on processes and procedures standard in other departments.
  • Developed and maintained program budget by forecasting costs and documenting expenditures.
  • Managed special projects to increase revenue and customer numbers while reducing costs and streamlining processes.
  • Analyzed program data to assist in strategic decision-making.
  • Cultivated relationships with senior executives, program partners and sponsors to maintain stability in program support, funding and overall direction.
Education and Training
Expected in 06/2021
Master of Science: Cyber Security and Information Assurance
Western Governors University - Salt Lake City, UT,
Expected in 11/2018
Bachelor of Science: Information Technology Security
Western Governors University - Salt Lake City, UT,
Expected in 10/2007
Associates of Science: Avionics/Electronics Technology
Community College of The Air Force - Montgomery, AL,
Expected in 10/2007
Associates of Science: Aviation Operations
Community College of The Air Force - Montgomery, AL,
Expected in 10/2007
Associate of Applied Science: Instructor of Technology/Military Science
Community College of The Air Force - Montgomery, AL

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Resume Overview

School Attended

  • Western Governors University
  • Western Governors University
  • Community College of The Air Force
  • Community College of The Air Force
  • Community College of The Air Force

Job Titles Held:

  • IT Systems Analyst/Project Engineer II
  • IT Support Technician III
  • Service Technician II
  • Master Sergeant/Special Missions Aviator/Program Manager


  • Master of Science
  • Bachelor of Science
  • Associates of Science
  • Associates of Science
  • Associate of Applied Science

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