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Senior Systems Analyst Resume Example

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SENIOR SYSTEMS ANALYST
Professional Summary

Results oriented team leader with success in analyzing unfamiliar systems and documenting impacts to meet technical requirements. Ability to lead and collaborate across businesses, communicate status issues and risk to a diverse audience and develop various solution options. 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 [Area of expertise].

Skills
  • Visio, Powerpoint, Excel
  • Unix, C /C++, COBOL, RDBMS, Oracle 7/8, SQL, SQL
  • Plus, PL/SQL
  • Java, JCL, Periphonics hardware, Sybase ASE 11.5
  • 3
  • ATM, PL/SQL
  • Backup, Oracle 7/8
  • C, Personnel
  • C++, Coding
  • Call Center, RDBMS
  • CMM, Requirement
  • Capability Maturity Model, Retail
  • Central point, Routers
  • Change Management, Routing
  • Client server, Software Engineering
  • Coach, SQL
  • Coach I, Switches
  • COBOL, Sybase
  • Hardware, System administration
  • Network
  • Knowledge of business operations
  • Technical understanding
  • Information gathering
  • Technical documents comprehension
  • Software diagnosis
  • Contracts, System Administrator
  • CTI, Systems Management
  • Computer Telephony Integration, T1
  • Client, Tables
  • Client support, Desktop support
  • Database, Telephone
  • Desktops, Troubleshoot
  • Documentation, UNIX
  • Engineer, Upgrades
  • Functional, View
  • Genesys, Visio
  • Java, X.25
  • JCL
  • LAN
  • Meetings
  • Access
  • Excel
  • Powerpoint
  • Negotiation
  • Nortel
  • Analytics program experience
  • Client management
  • Data Analysis
  • Application support
  • Desktop support
Work History
Senior Systems Analyst10/2009 to 12/2018
Company Name – City, State
  • Project manage the CTVP/COVP application for self service functionality Assist with implementation of new products or software applications for the CTVP/COVP application.
  • Proactively test the CTVP/COVP application in a test and production environment.
  • Participate in client requirment gathering sessions.
  • This involves the Business Requirement Documention and the System Requirement Specifications document.
  • Wrote requirements and implemented services for the Remote and the Battery Backup unit in the CTVP/COVP application that generated 2.2 million in 2014.
  • Participate in weekly status calls for the CTVP/COVP application.
  • Attend weekly cross functional calls for the deployment of the CTVP/COVP application.
  • Colaborate with the Retail Markets team for analysis of all production Voiceportal call flows.
  • Primary SME for the CTVP/FSC Tech Admintool functionality which includes, testing, removing and adding information from the database tables.
  • Train teams on Admintool uses and functionality.
  • Update training documentation.
  • Manage the movement of customer traffic calls within the Voiceportal.
  • Issue requests to various teams to have the traffic moved within the CTVP/COVP datacenters and the Voiceportal application.
  • Directed team members to follow specific testing standards and guidelines as outlined in project requirements.
  • Reviewed all test cases and test scripts for quality and identified additional areas to review.
  • Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.
  • Managed functional analysis and requirements allocation related to evaluating software specification compliance and determining required corrections to meet regulatory requirements.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Increased customer satisfaction by resolving [Product or Service] issues.
  • Worked with [Type] customers to understand needs and provide [Type] service.
  • Resolved [Type] problems,improved operations and provided exceptional client support.
  • Performed technical planning, system integration and verification tasks for [Type] systems to strengthen [Type] projects.
  • Documented current production methods to identify points of limitation to target for quantification through testing procedures.
  • Provided each staff member with exemplary training to help improve departmental efficiency and boost understanding of respective job duties.
  • Identified areas of possible system improvement to enhance overall business performance, accounting for budgetary concerns and business goals.
  • Utilized change management techniques to provide smooth transitions during new hardware and software introductions.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Boosted information sharing by enhancing interfaces between computer systems.
  • Improved [Type] system by adding new features and infrastructure, enhancing [Result].
  • Evaluated and adopted new technologies to address changing industry needs.
  • Defined business goals to determine systems requirements.
  • Provided client support on system operation and troubleshooting.
  • Oversaw installation of software programs and hardware systems to meet [Type] requirements.
  • Assessed, defined and document scope of projects.
  • Established specifications and coordinated production with software programmers.
  • Resolved or escalated problem tickets to resolve user issues.
  • Diagnosed, troubleshot and resolved network and system problems.
  • Investigated and addressed [Type] system issues to enhance usability and improve functionality.
  • Gathered requirements and performed gap analysis through design workshops with users.
  • Performed system analysis, documentation, testing, implementation and user support for platform transitions.
  • Resolved malfunctions with systems and programs through troubleshooting.
SPECIALIST -TECHNICAL SUPPORT04/2001 to 10/2009
Company Name – City, State
  • Computer Telephony Integration) is an intelligent call routing system for call centers serving customers in Repair, Consumer, Receivables, Small and Large Business markets.
  • My position as a Technical Specialist in the Call Center Systems Management organization was to provide regional system administration, voice network, technical and desktop support for all components of CTI.
  • My functions as a System Administrator include: Certified Genesys Engineer.
  • Certification received through Genesys University.
  • Troubleshoot problems within system infrastructure, such as T1's, x.25 datalinks, routers, ATM, and DMS100 switches.
  • Actively participate in system repair.
  • Retrieved and distribute system measurements from Nortel/Periphonics reports data.
  • Client support for over 34,581 desktops in NJ, PA/DE, Potomac, NY and NE region.
  • Cleared network and system logs to maintain capacity and availability.
  • Interacted with OSPS and Change Management for system change controls.
  • Interfaced with Bluehill Operations support for any Patrol security issues.
  • Primary contact for any Nortel/Periphonics VRU (Voice Response Unit) changes or upgrades.
  • Led meetings, conference calls, which included multi vendors and cross-functional teams, to resolve system problems, such as failover testing, and mission critical issues.
  • Primary contact for OSEIS, IT, vendor groups and Verizon personnel for security access to the system.
  • Handled contracts for vendor Nortel/Periphonics for all VRU's.
  • Contracts valued in excess of $1 million.
  • Supervised two associate employees.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Monitored systems in operation and input commands to troubleshoot areas such as [Type] and [Type].
  • Analyzed [Type] and [Type] issues to identify troubleshooting methods needed for quick remediation.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Maintained and updated [Type] customer service database.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Activated accounts for clients interested in new services.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across [Number] time zones.
  • Resolved [Number] technical support inquiries per day.
  • Resolved system, hardware and telephone issues within [Number] hours, improving efficiency among all departments.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
SOFTWARE ENGINEER01/1999 to 01/2001
Company Name – City, State
  • Designed, tested and executed SOAC service orders within the, and LiveWire systems.
  • This testing was done in a client server environment.
  • Reviewed all aspects of the SQL and UNIX coding before it was deployed to the production and provisioning of telephone service.
  • Regression tested the full telephone number administration and full service negotiation applications.
  • Verified functional specifications and requirements to ensure proper dvelopment.
  • Thoroughly tested each application after the data release was deployed to the appropriate environment.
  • Provided testing status to other teams.
  • Attended cross-functional meetings to ensure client satisfaction before release went to production.
  • Participated on the Project Team for CMM (Capability Maturity Model)level II certification.
  • My position was defined as the Best Practice Coach for CMM level II certification in LiveWire.
  • This certification was done by the Software Engineering Institue of Carnege Melon Univ.
  • And is based on the Capability Maturity model audit.
  • As a Best Practice Coach I assisted in getting test practices on the LAN for review by the IT testing team.
  • This was a critical factor for CMM level II certification because, the IT testing team had to have a central point to view documents.
  • These documents were also used by the SEI/CMM audit team as part of the audit review.
  • Supported software integration and implemented maintenance enhancements to bolster product development cycle.
  • Monitored debugging process results and investigated causes of non-conforming software.
  • Worked closely with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.
  • Improved system performance by making proactive adjustments and resolving bugs.
  • Worked closely with other business analysts, development teams and infrastructure specialists to deliver high availability solutions for mission-critical applications.
  • Collaborated with cross-functional development team members to analyze potential system solutions based on evolving client requirements.
  • Implemented new software applications and operating system roll-outs across business enterprise, including [Software] and [Software].
  • Reviewed project specifications and designed technology solutions that met or exceeded client expectations.
  • Coordinated with hardware and system engineering leads to gather and develop system requirements.
  • Worked with project managers, developers, quality assurance and customers to resolve technical issues.
  • Checked client code for bugs and weaknesses using [Type] and [Type] troubleshooting methods.
  • Installed and configured software applications and tested solutions for effectiveness.
  • Interfaced with cross-functional team of business analysts, developers and technical support professionals to determine comprehensive list of requirement specifications for new applications.
  • Directed software design and development across multifaceted team to meet client needs for functionality, timeline and performance.
  • Applied software engineering tools including configuration management systems, [Tool] and [Tool] for software development for [Product or service].
  • Proposed development and testing improvements to positively impact usability, function and performance.
  • Created test cases and test scripts to maintain cohesive team approach to product development.
  • Participated in peer code reviews to provide suggestions for improvement in processes and design.
  • Worked in multiple software environments to conduct full life cycle [Type] software development and testing.
  • Developed software and testing protocols in agile testing environment, working effectively with offshore development teams.
  • Worked as part of development team participating in complete product development life cycle and launch of [Type] applications.
CONSUMER CONSULTANT01/1995 to 01/1999
Company Name – City, State
  • Analyzed customer requirements and evaluating service configurations using legacy order processing systems.
  • Initiated new telephone service with customers and ordered provisioning of telephone lines.
  • Participated with technicians to pinpoint problems with switching and circuitry.
  • Identified technical problems and instituted corrective action.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Effective liaison between customers and internal departments.
  • Facilitated [Type] orders and completed accurate to meet aggressive deadlines.
  • Promoted available products and services to customers during service, account management and order calls.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Recommended [Product or Service] to customers, thoroughly explaining details.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Maintained up-to-date knowledge of product and service changes.
  • Respondedto customer requests for products, services and company information.
  • Entered customer interaction details in [Software] to track requests, document problems and record solutions offered.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for [Type] business.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Delivered excellent customer service, resulting in consistent [Number]% customer satisfaction rating.
  • Trained staff on operating procedures and company services.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Managed timely and effective replacement of damaged or missing products.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Optimized customer support by establishing collaborative service environment.
  • Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Provided basic technical support for clients on wide range of [Type] company products.
  • Resolved [Type] issues over phone with [Number] customers daily.
  • Trained new personnel regarding company operations, policies and services.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Promptly responded to inquiries and requests from prospective customers.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Entered orders into [Type] computer database system.
  • Effectively communicated with customers about account changes, new [Type] products or services and potential [Type] upgrades.
  • Helped [Number] customers every [Timeframe] by approaching conversations with positive attitude and [Action].
  • Handled [Type] customers in demanding [Type] setting in coordination with solid team of [Number] customer service associates.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Education
BS: Information Systems Management05/2010University of MarylandLICENSES
No Degree: Project ManagementGeorge Washington University School of Business- City
No Degree: Database ManagementGenesys University- City
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Resume Overview

School Attended

  • University of Maryland
  • George Washington University School of Business
  • Genesys University

Job Titles Held:

  • Senior Systems Analyst
  • SPECIALIST -TECHNICAL SUPPORT
  • SOFTWARE ENGINEER
  • CONSUMER CONSULTANT

Degrees

  • BS : Information Systems Management 05/2010
    No Degree : Project Management
    No Degree : Database Management

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