senior it systems support resume example with 19+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

Proactive IT professional with experience in SAP, Salesforce, EDI, development and maintenance of complex and critical systems. Excels at boosting performance and productivity by establishing realistic goals and enforcing deadlines.

  • Salesforce SalesCloud deployment
  • SAP support and development
  • Business Objects development
  • EDI specialist
  • CRM Analyst
  • Network asset management
  • Strong analytical skills
  • Project management
  • Information security
  • Hardware and software upgrade planning
07/2010 to Current Senior IT Systems Support Deoleo USA | City, STATE,
  • Deployment of Salesforce SalesCloud (online / offline, trade marketing promotions, winning assortment, PoS execution, etc.), and ServiceCloud (case management.) fully integrated with SAP SD through a data hub (250 users, 5+ countries), Partner Portal, and Chatter (Sales, Marketing, and Customer Care organizations)
  • Salesforce Administrator - North and South America support specialist resolving client issues, as well as maintaining modules and dashboard for business needs.
  • Salesforce business trainer- Identified salesforce needs and conducted training sessions to enrich client efficiency and user knowledge. As well as data collection on user experience.
  • SAP & Business Objects projects like adding enhancements to existing application modules, developing forms and layout sets, report writing, data conversions, and performance analysis with focused service delivery reviews
  • Includes services like system advice and planning expertise, monitoring and tuning, installations, corrections and transports, and database reorganizations
  • EDI Analyst -Thorough knowledge in EDI (Electronic Data Interchange) using Gentran Integration suite (GIS)/Sterling Integrator (SI) and Oracle eBS ERP
  • CRM Analyst - managing the road map for product design and development.
  • Analyzed software, hardware and network systems for various transmission systems.
  • Drafted training materials and organized training sessions for 250 global users.
  • Acted as primary contact for computer hardware and software problems, as well as network emergencies.
  • Developed a set of company-wide information assurance and security standards and procedures.
  • Maintained company servers, computers, printers, cables and other equipment.
  • Track Costs and propose cost-cutting measures to reduce overall expenses
  • Administer infrastructure policies and update reflect changing conditions
  • Consult with internal clients to assess needs of the business and translate those into formal requirements.
07/2006 to 02/2009 Information Technology - Senior Development Lead DN Machine Works Inc | City, STATE,
  • Responsible for drafting IT project deliverables: Statement of Work, Issues Log, Risk and Risk Mitigation Document, Change Control Procedure, Communication Document, Test Plan
  • Completed monthly planning and budgeting of required materials and resources based on pipeline
  • Established system and controls for accounting, materials management, and purchasing
  • Designed foundation for company website project
  • Streamlined all computer interfaces to communicate with industrial machinery
  • Configured and deployed simple Auto-Computer Aided Drafting (CAD) software
  • Conducted multiple instructor led training sessions for Auto CAD application
07/2000 to 07/2006 Global Marketing Planner/Analyst & Application Support ExxonMobil | City, STATE,
  • Business Warehouse Power User – Designed, tested, and published various BW reports for analytical use
  • Led SAP and BW training course during Canada, Asia Pacific and Europe deployment
  • Access Assurance Advisor –Coordinate SAP/BW user access, user integrity, and troubleshooting during US, Asia Pacific, and Europe Rollout
  • Created data repository for business driven policies and procedures as well as coordinating with end users to mine raw data from multiple sources to identify and analyze relevant information
  • Maintained info packages, monitored data load, and designing publishing several web reports using BEx analyzer
  • Responsible for managing report repository for multi-dimensional modeling and data analysis
  • Improve workforce utilization metrics and cost by combining similar projects and scopes
  • Incorporate Visual Basic programming to automate and improve efficiencies in specialty reports.
  • In depth monthly analysis of Order Commit, Dispatch and Delivery, and Invoice to Clear reports for business tracking.
  • Perform budget to actual analysis of all capital projects including active tracking of all cost centers in North and South America regions.
  • Assisted Master Data Specialists (MDS) with Remedy Ticket Issues and plan work load activities
  • Industries of Experience: Oil & Gas, Transportation, Finance, Education, Manufacturing, Food Services
  • Software: SAP 7.40, SAP Business Objects Crystal Reporting, Microsoft Office Suite, Active Directory, Microsoft Exchange, Footprints & Remedy Ticketing System
  • Hardware: Palo Alto Network Firewall, Cisco Network Routers and hubs, desktop performance tuning
  • Languages: SQL+, Visual Basic(VB), Hyper Text Markup Language(HTML), Active Server Pages (ASP)

Expected in 1998 BBA | Finance minor International Stuides University of Houston-Main Campus, Houston, TX GPA:

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Resume Overview

School Attended

  • University of Houston-Main Campus

Job Titles Held:

  • Senior IT Systems Support
  • Information Technology - Senior Development Lead
  • Global Marketing Planner/Analyst & Application Support


  • BBA

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