LiveCareer-Resume

systems analyst resume example with 20+ years of experience

Jessica
Claire
resumesample@example.com
(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.

Skills
  • Masters of Business Administration (MBA)
  • Flexible and Adaptable
  • Analytical and Critical Thinking
  • Attention to Detail
  • Written and Interpersonal Communication
  • Decision Making
  • Problem-Solving
Education
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 :
Certifications

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

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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

Degrees

  • Masters of Business Administration
  • BBA

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