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It Operations Tech/jr. Business Analyst Resume

Pittsburgh, PA

TECHNICAL SKILLS:

Microsoft: Office 365 (Word, Excel, PowerPoint, Outlook), Visio, Project, and Exchange

Microsoft: SQL Server, Exchange, Dynamics CRM, and SharePoint McAfee, Symantec, TrueCryptWindows Server 2003/2008/2012, Active Directory, VMware, OpenDNS, PRTG Network Monitor, Snort, Wireshark, SCCM, Citrix, Avaya Phones

Ticketing Systems: JIRA, Applix, and ServiceNow

Other Programs: GoToMeeting, Oracle, Mailtrap, SendGrid, Pentaho, UMSIncident Management and Risk Assessment, Data Loss Prevention, Implementing IT security policies and proceduresFamiliarity with routers, switches, firewalls, and IPSs (Checkpoint and SonicWall)

PROFESSIONAL EXPERIENCE:

Confidential, Pittsburgh, PA

IT Operations Tech/Jr. Business Analyst

Responsibilities:

  • Serve as a liaison between IT and the Operations Team to maintain enhanced business systems, processes, and technologies
  • Ask business stakeholders probing questions and convert those requests into business requirements that the development teams can understand and address
  • Understand the business processes to identify possible enhancements for the business and improve the value to the end user
  • Log and prioritize software defects and bugs in JIRA based on team meetings and discussions
  • Collaborate with project managers and assist with tracking of sprints using Kanban boards within JIRA
  • Interpret use cases, user interface specifications, develop test plans and test cases
  • Reach out to end users to ensure that issues have been resolved to their satisfaction
  • Create technical training documentation for internal and external customers
  • Orchestrate scrum meetings with the production support development team
  • Track and maintain copies of software licenses, warranties, maintenance agreements, and vendor contracts
Confidential, Homestead, PA

IT Analyst

Responsibilities:

  • Provide end users with support and training for the EdgeMaster software.
  • Analyze, detect, identify, and correct technical problems and deficiencies within department processes.
  • Administration of users and groups permissions within Active Directory
  • Support in the identification, documentation, and development of computer and network security countermeasures
  • Install, configure, and maintain desktops and laptops running Windows 7.
  • Administer Windows network, file servers, network cabling, and other related equipment, devices and systems as needed.
Confidential, Cranberry, PA

Customer Support Analyst

Responsibilities:

  • Provide support to end users on a variety of issues. Identify, research, and resolve technical problems
  • Respond to telephone calls, emails, and personnel requests for technical support
  • Administer requested database updates and modifications to patient records via SQL Server
  • Managed stored procedures that were run daily in SQL Server Agent to ensure that the databases were always up - to-date
  • Performs pro-active monitoring of computer systems through appropriate tools
  • Document, track, and monitor problems to ensure timely resolutions
  • Troubleshoot interface issues pertaining to HL7 messages
Confidential, Monroeville, PA

Reimbursement Counselor

Responsibilities:

  • Provide customers with accurate answers to questions and complaints regarding products and services.
  • Make suggestions and recommendations to Supervisor/Manager to continually improve customer service operations
  • Contact patients to give them information on insurance benefits, or to provide them with prescription refill reminders.

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