lead business systems analyst resume example with 16+ years of experience

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

~ Creating value through hard work and commitment ~

Highly-motivated employee with a desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking, reliable, proactive and punctual with a team-oriented mentality.

  • Reliable & Trustworthy
  • Computer Skills
  • Microsoft Office
  • Critical Thinking
  • Organizational Skills
  • Active Listening
  • Friendly, Positive Attitude
  • People Skills
  • Relationship Building
  • Team Engagement
  • Documentation of Events
  • Conflict Resolution
  • Good Work Ethic
  • Technology Implementation
  • Documentation and Reporting
  • Verbal and Written Communication
  • Attention to Detail
  • Coaching and Mentoring
Lead Business Systems Analyst, 02/2023 to Current
Publicis GroupeChicago, IL,
  • Facilitate incident management calls with multiple technical and business staff for major & critical impact to internal and external business operations.
  • Prioritize each incident based upon its impact to staff and business and escalated issues according to Service Level Targets.
  • Responsible for ensuring incident resolution within defined Service Level Targets.
  • Engage with Change management to evaluate changes requiring approval to be moved into multiple production environments, ensuring mitigation of risks.
  • Work closely with IT Service Desk to ensure awareness of critical and non-critical events and provide remediation instructions.
  • Gather, review and update processes and standard operating procedures.
  • Create executive summaries to Senior Management.
  • Communicate and interface with all levels of Senior management.
Senior Release Manager, 06/2022 to 02/2023
Wisconsin Physicians Service Insurance CorporationHampton, VA,
  • Managed planning, and scheduling of application software releases in an Agile environment.
  • Compiled and distributed implementation communications to multiple stakeholders.
  • Created, updated, reviewed and approved project plans based on changing objectives, specifications and staff availability prior to implementation.
  • Facilitated release planning meetings, provided Go/No Go approvals.
  • Coordinated the review and approval of planned changes to multiple production environments with multiple product owners, project managers and staff.
  • Worked with project stakeholders in development to achieve release objectives.
  • Supplied guidance and direction to users of the change and release management processes.
  • Supported release activities and closure of changes.
  • Participated in post implementation reviews of incidents or problems associated with outcomes from the release.
Service Introduction Lead, 03/2022 to 06/2022
Cognizant Technology SolutionsDuluth, GA,
  • Coordinated documentation creation, reviews and updates related to four development projects
  • Created Jira stories and tracked their progress
  • Coordinated knowledge transfer between the project development teams and the production support teams
  • Attended Scrum meetings to understand what was being delivered as part of the projects and their releases
  • Coordinated with Tech leads, Product Owners, and their teams to ensure that backlog requests related to service introduction were addressed appropriately
  • Partnered with production support team members to get an understanding of the documentation that was needed to support the projects once they were turned over to them by the development team.
Lead Infrastructure Release Manager, 01/2017 to 03/2022
Bank Of America CorporationTemple City, CA,
  • Managed, planning, and scheduling Infrastructure Releases
  • Creating and publishing project plans and coordinated release planning meetings
  • Collaborating with multiple teams to implement changes in multiple production environments
  • Deep dive analysis on changes to ensure no potential impact to production
  • Providing metrics for Senior Management
  • Direct delegate for manager
  • Follow up on any Incident or Problem post release to ensure full resolution
  • Update Team Documentation
  • Training new team members on all aspects of the Release process
  • Weekend support of the Infrastructure Release
  • In 2021, I was instrumental in helping the team reduce the number of incidents caused by change during release activities by 48% from the previous year.
Incident Manager, 09/2014 to 01/2017
  • Collaborated with the Command Center to aggressively monitor critical applications and systems to prevent service disruptions.
  • Facilitated crisis management calls for incidents with major & critical impact to internal and external business operations.
  • Ensured incidents were resolved within defined Service Level Targets.
  • Facilitated root cause analysis calls with all levels of IT staff to identify root cause and track problem records to ensure incidents did not reoccur.
  • Worked extensively with Change Management to evaluate changes to be approved and moved into production, ensuring mitigation of all risks to the production environment
  • Worked closely with the IT Service Desk to ensure awareness of critical and non-critical events and provide remediation instructions
  • In 2016, I achieved the highest success rate (82%) in ensuring service recovery goals were met
  • Documented processes and standard operating procedures
  • Created executive summaries that were released to Senior Management
  • Communicated and worked with all levels of Senior Management keeping them informed of issues and to raise awareness of process and service levels with key stakeholders
  • On-Call Incident Management support.
IT Ops Support Specialist, 03/2014 to 09/2014
Capital OneCity, STATE,
  • Investigated mobile online banking application defects in lower-level environments to determine root cause.
  • Participated in daily defect review boards, maintained application defect lists.
  • Monitored lower-level environments to ensure health and stability.
  • Investigated, maintained and updated production and lower-level problem tickets.
  • Communicated production incidents to Senior Management.
  • Participated in development and production release activities.
  • On-call Production Support.
Production Services Lead, 09/2006 to 02/2014
Bank Of AmericaCity, STATE,
  • Investigated application defects in non-production environments to determine root cause, participated in disaster recovery exercises, updated, and created procedures
  • Monitored lower-level environments, Technical and Manager On-call support rotation, monitored production mainframe applications to ensure health and stability
  • Led the team to ensure work was properly distributed and performed, Investigated, and triaged problems to determine root cause
  • Monitored and controlled mainframe and mid-range production applications hardware and software using TSO/ISPF, JES2, commands to ensure that production deadlines are met, contacting appropriate support with CA-7 batch scheduling issues
  • Directed all facets of problem resolution during a "crisis" situation, including arranging and coordination of bridge calls, following through on problems to investigate and analyze the root cause of production errors.
Education and Training
High School Diploma: , Expected in 05/1990 to Woodlawn Leadership Academy - Shreveport, LA

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Additional Information
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Resume Overview

School Attended

  • Woodlawn Leadership Academy

Job Titles Held:

  • Lead Business Systems Analyst
  • Senior Release Manager
  • Service Introduction Lead
  • Lead Infrastructure Release Manager
  • Incident Manager
  • IT Ops Support Specialist
  • Production Services Lead


  • High School Diploma

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