Senior Information Technology Analyst Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary

Experienced and knowledgeable IT Professional with 10+ years of experience across various industries. Focus areas include enterprise solutions, cloud technologies, and IT security.

  • Amazon AWS
  • Windows Administration
  • Microsoft 365 Administration
  • IT Security
  • Cloud Computing
  • Linux Administration
  • Management Information Systems
  • Management Skills
  • Networking
  • Database
  • Virtualization
  • Disaster Recovery
Work History
08/2018 to Current Senior Information Technology Analyst Parsons Commercial Technology Group Inc. | Torrance, CA,

Sole IT enterprise specialist for RockCreek group organization consisting of 70+ employees and 100+ managed IT appliances. Work directly with IT Director and COO to plan, implement and continually improve all IT services and operations. Responsible for responding to critical system issues 24x7x365. Manage and support users in Washington DC and NY remote office. Investigate and troubleshoot all escalated incidents and problems reported by a remote service desk vendor (CoreBTS). Hold monthly meetings with remote service desk (CoreBTS) to discuss monthly issues, metrics, and continual service improvements. Maintain multiple vendor relationships. Monitor computer networks and appliances.. Manage and administer virtual server data and resources. Continually work to maintain a sufficient IT Security posture using email auditing tools, compliance awareness and training for users.

  • Assisted with planning and implementation of on premise server migration to a hybrid architecture hosted at iLand (shortly after migrated to AWS)
  • Assisted with planning and implementation of Two Factor Authentication security using OKTA/Duo
  • Provided orientation and on-boarding sessions for over 50 new employees, consultants, and interns
  • Presented and implemented Envoy as a vendor solution for office management and COVID re-entry tool for capacity management
  • Implemented and managed AWS Amazon Workspaces as a virtualization solution for 20 new employees during quarantine (remote work).
03/2018 to 08/2018 IT Consultant Dataminr | Bozeman, MT,

*Company Acquisition*

Role expectations remain the same

04/2015 to 03/2018 Senior IT Support Engineer The Advisory Board Company | City, STATE,

Responsible for providing conveyed resolutions to executive client issues; properly escalated unresolved queries to the next level of support, and tracked, routed and redirected problems to correct resources. Manages and fosters relationships between C-suite executives and Enterprise Technologies Department. Lead analyst on the executive support team within the service desk. Effectively communicates with clients/members and provides hardware support, software support and technical training to Advisory Board Company. Resolves issues related to remote access including VPN, Citrix, email, and network access, and performs first-level network administration duties including permission assignment, password management and access control.

  • Communicated with Network Operations and Development teams to escalate advanced issues.
  • Managed assets and technical needs for over 200+ C-Suite executive users.
  • Performed administrative functions related to support delivery, including: tracking support requests, completing paperwork, scheduling appointments and generating documentation;
  • Supported general users via email, telephone, and in person field support
08/2012 to 04/2015 Tier II Enterprise Support (Quality Assurance) USPTO - IMTAS | City, STATE,

Ensured analyst met the SLA by auditing calls and tickets created by the technicians, documented the same and provided feedback to effectively increase quality. Protected the integrity and accuracy of data. Created action and agent performance improvement plans. Worked with Training, Operations, and other cross function departed for improvement of management based ITIL processes.Contributions:

  • Piloted a workflow process within the Service Desk that would allow the analyst to document a ticket, diagnose the issue, and administer the best troubleshooting all within a 45 minute time frame..
  • Created training modules and documentation for new hires in orientation.

Tier II Enterprise Support Analyst August 2012- April 2013Provided remote support on Windows XP/7 platforms for over 35,000 end user systems nationally including workstations, laptops, and virtual machines in a fast paced high call volume center. \Delivered application support for over 200 baseline and commercial software. Offered network support and troubleshooting including VPN. Assisted with software installation through Altiris and RDP systems. Supported the Electronic Business System call center line with Patent and Trademark concerns.Contributions:

  • Trained and developed 5 analysts in a 2 week intensive program. Provided feedback and mentoring to craft skill and emphasize customer support soft skills.
  • Acknowledged as a monthly top contributor for calls answered and feedback for knowledge management developing.
  • Maintained an average score of 85% and above in first call resolution
Expected in 05/2018 Master of Science | Information Technology University Of Maryland Global Campus, Adelphi, MD GPA:
  • Majored in Information Assurance
Expected in 05/2009 Bachelor of Science | Biology Morgan State University, Baltimore, MD, GPA:
  • AWS Solutions Architect
  • AWS Cloud Practitioner
  • ITIL4
  • CompTIA Cloud+
  • CompTIA Healthcare IT Technician

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Resume Overview

School Attended
  • University Of Maryland Global Campus
  • Morgan State University
Job Titles Held:
  • Senior Information Technology Analyst
  • IT Consultant
  • Senior IT Support Engineer
  • Tier II Enterprise Support (Quality Assurance)
  • Master of Science
  • Bachelor of Science

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