systems analyst resume example with 20+ years of experience

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

Helpdesk Analyst / Supervisor with a solid IT background supporting major companies within the healthcare, financial and IT sectors. Possesses a strong background in diagnosing, problem solving and providing outstanding customer service. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

  • Masters of Business Administration (MBA)
  • Flexible and Adaptable
  • Analytical and Critical Thinking
  • Attention to Detail
  • Written and Interpersonal Communication
  • Decision Making
  • Problem-Solving
Metropolitan College of New York New York, NY, Expected in 2015 Masters of Business Administration : Media Management - GPA :
Howard University Washington, DC, Expected in 1996 BBA : Computer Based Information Systems - GPA :

ITIL Foundation Certificate in IT Service Management, 2013

Epic Credentialed Trainer, ClinDoc 2019

Work History
Asrc Federal Holding Company - Systems Analyst
Midwest City, OK, 01/2016 - Current
  • Started as a Consultant and then hired as a permanent employee to act as a liaison, provide product/services information and resolve any emerging problems that clients might face with accuracy and efficiency
  • Maintain a daily report tracking Epic tickets that are resolved by Tier 2 / 3 analysts and sent out to other groups
  • Assist colleagues with Epic tickets as needed
  • Receive, prioritize, document and actively resolve end user help requests (Tier 2 / 3) within the required service level time frame
  • Provide support for issues related to password resets, MS Office, Windows, as well as issues related to security access, printer queues and business applications
  • Triage requests to ensure accurate transfers and escalation, per service level agreements (SLA)
Dominium Management Services, Inc - HR/Operations Assistant
Fort Worth, TX, 03/2014 - 01/2016
  • Started as an intern and then hired on as a part time HR/Operations Assistant
  • Reviewed resumes and interviewed qualified candidates for numerous positions we needed to staff
  • Handled the day-to-day operations of the office
  • Extensive recruitment for NY and outer markets
  • Functioned as a liaison between vendors and contractors
  • Maintained inventory records in FileMaker
  • Scheduled contractors to work upcoming campaigns in NY and outer markets
  • Created documentation on office procedures
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
Cognizant Technologies - Technical Lead – Helpdesk PC Support
City, STATE, 09/2012 - 11/2013
  • Provided first and second level support to over 350+ end users in over 20+ locations
  • Opened 75 – 100 tickets in ServiceNow daily; achieved 85 – 90% closure rates
  • Retained as the only person to assist with the transition to Cognizant
  • Traveled to the Philippines to train staff and get them up to speed on Christie's systems and methodologies
  • Provided a single point of contact for end-users support needs, providing exceptional support, guidance and technical assistance for their IT-related issues
  • Procured IT equipment, i.e. cameras, desktops, laptops, iOS devices, BlackBerries and other miscellaneous equipment end users requested
  • Troubleshot and analyzed any issues relating to iOS and BlackBerry devices
  • Coordinated department moves of all computer hardware, printers and Cisco phones
  • Prepared conference rooms for Polycom videoconferencing sessions and WebEx / Webinar presentations
  • Provided training on new software/hardware rollouts
Christie's - Service Desk Analyst / Senior Service Desk Analyst
City, STATE, 01/2006 - 09/2012
    • Started as a Service Desk Analyst providing first level support to over 350+ end-users in over 20+ locations
    • Promoted to supervisor, managing a team of 2 Helpdesk Analysts while also providing technical support to internal clients
    • Cross- trained staff with the Desktop team to ensure business continuity in the event of an emergency
    • Achieved an 85 – 90% closure rate for tickets while on the Service Desk
    • Set-up new user accounts using MS Exchange, created and modified user groups and distribution lists in Active Directory
    • Played key role in companywide migration from Windows XP to Windows 7; and deployment of new PCs and laptops
    • Installed and configured all PC hardware, printer and software support for users, while ensuring service requests were resolved
    • Provided support to remote users and regional office staff, while troubleshooting various requests/issues via phone and email
    • Partnered with vendors on repair of computer, printer equipment, office telephones and BlackBerry and iOS devices
    • Provided inventory management and tracked hardware, software, spare equipment and replenish stock of replacement parts including keyfobs, laptops, desktops, and Blackberry phones and iOS devices
    • Troubleshot, analyzed and resolved issues related to software, hardware, voicemail/email, LAN/WAN and other applications
Assignments - Administrative Assistant
City, STATE, 01/2003 - 01/2006
  • Provided administrative support to many CIOs, SVPs and AVPs of Information Technology in various companies by assisting with administrative work related to the daily operations of the department
  • Administrative duties were performed at Christie's, Grand Army Plaza and JPMorgan Chase
  • Developed collaborative skills while working with C-Level stakeholders
  • Ability to work in various client environments and cultures performing to different levels of expectations
KEANE, Inc., Consulting Company - Consultant / Senior Consultant
City, STATE, 06/1997 - 05/2002
  • Functioned in many diversified roles while at Keane providing services in writing deliverables, performing testing, QA procedures and programming
  • Provided services at Goldman Sachs, JP Morgan, Municipal Credit Union and Citibank
  • Received promotion quickly after joining the company
  • Performed Hyperion Administration, which included but was not limited to the creation of user ids and passwords
  • Resolved and troubleshot issues in Hyperion and granted restricted access to Hyperion users when required
  • Reviewed Application Management Methodologies (AMM) Deliverables and made changes, when project needs changed

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Metropolitan College of New York
  • Howard University

Job Titles Held:

  • Systems Analyst
  • HR/Operations Assistant
  • Technical Lead – Helpdesk PC Support
  • Service Desk Analyst / Senior Service Desk Analyst
  • Administrative Assistant
  • Consultant / Senior Consultant


  • Masters of Business Administration
  • BBA

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: