Senior Systems Analyst resume example with 15+ years of experience

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

Successful background maintaining efficient Airline and Airport systems by leveraging infrastructure and operational knowledge to enhance processes. Practiced troubleshooter with diagnostics procedure expertise and in-depth technical experience. Expert MS and Sabre System user. Systems Analyst skilled in engaging with stakeholders of all levels to facilitate requirements gathering and document as-is and to-be processes. Experienced in design, user acceptance testing (UAT), defect resolution and implementation of technical solutions. Over 17 years working with MS Office and Sabre . Knowledgeable Systems Analyst with history of progressive leadership and project management, including gathering requirements, developing user cases and delivering key initiatives. Excellent ability to align teams and drive collaboration and cohesion to complete projects on time and within budget. Subject Matter Expert (SME) in Airline and Airport operations. Strong understanding of diverse business intelligence methodologies to improve workflow, productivity and reliability.

  • Promoted to Team Leader in 24 months.
  • Led upgrade projects to improve Airport restructuring performance by 55%.
  • Awarded with the One World Ambassador designation for contributions to OneWorld Airline Alliance.
  • Supervised team of 46 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Systems Analysis
  • Software Development
  • Technical Support
  • Software Quality Assurance
  • Technical Assessment
  • Change Management
  • Technological Inspection
  • Project Management Professional (PMP)
  • Product development
  • Technical Analysis
  • Technical Writing
  • Problem resolution
  • Relationship development
  • Project organization
  • MS Office
10/2005 to 06/2007 Senior Systems Analyst Con Edison Solutions | Danbury, CT,
  • Audited multi-system installations for conformance to business objectives, suggesting changes to meet performance thresholds.
  • Utilized change management techniques to provide smooth transitions during new hardware and software introductions.
  • Conducted interviews with potential clients to assess system performance needs, budgets and other factors.
  • Resolved or escalated problem tickets to resolve user issues.
  • Investigated and addressed multiple system issues to enhance usability and improve functionality.
  • Maintained and administered computer networks and environments, including computer hardware, software and applications.
  • Defined business goals to determine systems requirements.
  • Performed system analysis, documentation, testing, implementation and user support for platform transitions.
  • Gathered requirements and performed gap analysis through design workshops with users.
  • Diagnosed, troubleshot and resolved network and system problems.
  • Supported system developers by creating system models, diagrams, and charts.
  • Drove online customer assistance system and presented user demos for new interface systems.
05/2003 to 08/2006 Senior Project Manager Saic | Harrisburg, PA,
  • Oversaw business development and determined project costs for new contracts.
  • Facilitated deployment of service delivery by supporting sales team with key client insight throughout opportunity assessment and proposal phases.
  • Provided outstanding service to clients through effective communication and liaison in effort to promote future business opportunities.
  • Developed and implemented best practices, quality assurance standards and project management procedures.
  • Led cross-functional teams of engineers, quality assurance engineers and technical designers in development of products and resolution of product defects.
  • Reviewed all customer inquiries to understand project scope while managing internal disciplines to compliantly respond.
  • Collaborated with Airline and Airport Management to identify and manage project deliverables for customer orders at Toronto Airport.
  • Developed long-term business strategy by using customer feedback to identify necessary process improvements.
  • Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
  • Conducted training and change management processes to improve operations.
  • Utilized proficiency in customer relations and excellent computer skills to devise and implement effective solutions.
  • Delivered timely status and performance reports to improve operational efficiency.
  • Redirected shipments en route in response to customer requests.
  • Wrote letters and updates for customer requests.
01/2000 to 05/2003 Senior Project Manager Saic | Hope Hull, AL,
  • Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
  • Transitioned legacy application user base to new system, executing proficient change management processes while coordinating impact assessments for corrective action.
  • Conducted training and change management processes to improve operations.
  • Developed long-term business strategy by using customer feedback to identify necessary process improvements.
  • Enhanced process improvements by engaging analytical subject matter experts.
  • Demonstrated operational proficiency with MS Project, Prolog and AutoCad construction management programs.
  • Supported project managers in determining milestones and project scope.
  • Worked with Project Managers, Developers and Product Owners to drive projects to production, meeting deadlines and outcomes.
  • Supported project managers in developing effective work schedules for each project team and stage.
  • Developed project plans with forecasts, estimates and resource assignments.
  • Drafted project plans and reports to define requirements
  • Compiled and reviewed progress data in order to assess timelines and project plans.
  • Directed service delivery projects through evaluation, determination and delegation of staffing needs, client assignments, capacity planning and project-specific profitability.
  • Managed daily operations, including budgeting, training instruction, insurance requirements, treatment protocol, financials, human resources, payroll, inventory control, marketing, IT, building maintenance and event planning.
  • Set up, adjusted and used equipment in efficient manners to promote performance improvements.
  • Developed budgets and strategic plans for day-to-day operations.
  • Analyzed financial data derived from multiple reporting systems to develop recommendations for operational and performance improvements.
  • Contributed to smooth business operations by planning and organizing meetings and conferences, including conference calls.
  • Developed and provided technical solutions for day-to-day operations and long-range strategic planning of scheduling and finance system for users.
  • Evaluated operational efficiency and effectiveness of service delivery methods and procedures.
  • Established new workflow and employee training processes to improve operational efficiency.
  • Facilitated dispatch support to manage emergencies while supporting operational efficiency.
  • Improved processes to maximize operational efficiency.
  • Led cross-functional design team to share emerging technology across departments to improve operational efficiency.
04/1992 to 01/2000 Operations Customer Service Manager American Airlines | City, STATE,
  • Defined clear targets and objectives and communicated to other team members.
  • Monitored over 200 employees' day-to-day activities and made plans to rectify issues resulting in disciplinary actions.
  • Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
  • Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Improved brand awareness by monitoring all marketing campaigns and fostering membership acquisitions and business development.
  • Enhanced and redefined organizational structure to maintain company's competitive edge across territories.
  • Supervised 46 employees on all shifts, overseeing efficiency of customer service interactions and travel worthiness.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Oversaw global product development and partner relationships, enabling footprint expansion into new markets.
  • Scheduled employees for all shifts, taking into account customer traffic and employee strengths.
  • Informed Supervisors of incidental and direct impact incidents for assistance and remediation.
  • Promoted positive customer experience through day-to-day supervision and management of airport facility.
  • Worked directly with management, Area Directors, and baggage department to brainstorm, discuss strategy and mitigate any and all issues.
  • Trained, coached and mentored staff to support smooth adoption of new computer programs.
Expected in 05/1978 Associate of Science | Architectural Drafting Technology SUNY AT STONYBROOK, Stonybrook, NY, GPA:
Expected in 01/1976 High School Diploma | City-AS-Schools, Brooklyn, NY, GPA:
  • Graduated in Top 1% of Class
  • Minored in Art History
  • Graduated with 3.3 GPA

A Day In The Life Training - 1998

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Resume Overview

School Attended

  • City-AS-Schools

Job Titles Held:

  • Senior Systems Analyst
  • Senior Project Manager
  • Senior Project Manager
  • Operations Customer Service Manager


  • Associate of Science
  • High School Diploma

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