Systems Analyst Resume Example

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Professional Summary

Results-driven Applications Support Analyst with over 20 years experience in the Information Technology field with a broad spectrum of computer operating system applications and hardware. Proficient in tracking application defects and providing swift resolutions. Skilled to work with cross-functional teams with the ability to effectively train personnel and a strong background of delivering outstanding customer service. Successful in applying a methodical approach to completing projects accurately and in a timely manner. Adept at updating system configurations, system troubleshooting and providing knowledge-based articles. Successful background maintaining efficient operating systems by leveraging infrastructure and operational knowledge to enhance processes.

Work History
Align Technology - Systems Analyst
Panama City, FL, 04/2020 - Current
  • Operates and supports telehealth applications, user accounts, access management, AD credentialing, incident handling and testing cart based systems.
  • Appropriately escalates issues impacting patient care and is accountable for collaborating with IT and others to resolve issues.
  • Identifies, tracks, and responds to enhancement requests, and assists in the prioritization and implementation of these platform changes.
  • Creates, modifies and supports user accounts, roles and access management in eCareManager, eSearch and Avizia.
  • Manages server patching for eCareManager in all environments.
  • Creates and manages over 70 user accounts weekly in Avizia.
  • Investigates and addresses telehealth device issues to enhance usability and improve functionality.
  • Organizes, tracks, resolves and escalates problem tickets to resolve user issues.
  • Provides guidance and recommendations to telehealth management and IT staff to resolve issues involving conflicting telehealth equipment and systems.
  • Maintains a working knowledge of telehealth clinical workflows to triage issues correctly and provide excellent customer service to clinicians.
  • Maintains a comprehensive understanding of telehealth platforms, software, and devices in use.
  • Provides client support on system operation and troubleshooting.
  • Resolves malfunctions with audio visual systems and programs through troubleshooting.
  • Modifies and manages AD local users account and groups in their OU hierarchy.
Amita Health - Application Support Analyst
Flint, MI, 10/2016 - 10/2019
  • Assisted in identifying gaps between business requirements and application capabilities and recommend action steps.
  • Performed troubleshooting, maintenance and optimization of PatientWorks applications.
  • Supported daily operations and system maintenance procedures, including system performance and reliability testing.
  • Collaborated with IT managers, vendors and other team members to evaluate and recommend solutions to complex problems and requests.
  • Conducted and supported implementation delivery with client and internal departments.
  • Delivered in-depth training to users for PaitientWorks, imparting knowledge of best practices for minimizing errors.
  • Documented clients’ issues and processes of resolution.
  • Established project archive management system, enabling staff to locate resources directly and with ease.
  • Oversaw installation of software programs and hardware systems.
  • Documented procedures and business processes and shared information with appropriate IT teams.
  • Provided 24/7 on-call support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
  • Used Remedy to track, maintain and update 35-40 trouble tickets per week.
  • Participated in on-site requirements gathering sessions.
  • Demonstrated advanced knowledge of software delivery lifecycle and varied delivery methodology.
N3 - Desktop Support Specialist
Salt Lake City, UT, 08/2006 - 10/2016
  • Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktop, mobile devices, applications and peripheral equipment.
  • Coordinated with vendors to obtain necessary components and maintain smooth operations.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Established project archive management system, enabling staff to locate resources directly and with ease
  • Provided on-call support after hours.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Resolved and worked to troubleshoot web application issues escalated from customer support and other departments with 100% success rate.
  • Installed, maintained and worked to troubleshoot all Windows OS and desktop software, service packs, patches, and anti- virus updates.
  • Managed assets inventory and deployed desktop images to end users.
DecisionOne Corporation - Certified Systems Engineer
City, STATE, 05/1996 - 06/2006
  • Installed, configured, tested and maintained operating systems, application software and system management tools.
  • Conducted research that tested and analyzed feasibility, design, operation and performance of hardware, software, components and systems.
  • Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
  • Participated in all phases of system development life cycle, from requirements analysis through system implementation.
  • Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.
  • Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
  • Managed and monitored all installed systems for highest level of availability.
  • Provided on-call support after hours.
  • Quality Control
    Proofread and edited all presentation materials prior to send-off to ensure accurate reporting of company data
  • Process Improvement
    Collaborated with Networking team to ensure smooth work flow and efficient organization operations
  • Cultivated long-term relationships with product marketing, software, and hardware personnel through dynamic listening and communication skills
  • Supervised team of 7 staff members
  • Used Microsoft Excel to develop inventory tracking spreadsheets
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
  • Application Support
  • Technical Knowledge
  • Hardware Support
  • Software diagnosis
  • Desktop support
  • Technical issues analysis
  • Technical documents comprehension
  • Staff education and training
  • Project documentation
  • Data Analysis
  • Technical support
  • Testing and results analysis
  • Process improvements
  • Project management
  • Oral and written communications
Nassau Community College Garden City, NY Expected in 05/1995 Associate of Arts : Liberal Arts And Sciences - GPA :
Computer Career Center Garden City, NY, Expected in Certified Systems Engineer : Computer Repair Technology - GPA :
  • CompTIA Certified Technical Trainer (CTT+) certification
  • Microsoft Certified Professional (MCP)
  • CompTIA Project+ certification
  • HP Certified
  • Dell Certified
  • Systems Engineer Certified

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Resume Overview

School Attended
  • Nassau Community College
  • Computer Career Center
Job Titles Held:
  • Systems Analyst
  • Application Support Analyst
  • Desktop Support Specialist
  • Certified Systems Engineer
  • Associate of Arts
  • Certified Systems Engineer

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