Business Support Analyst Resume Somerville, MA - Hire IT People

SUMMARY

Support Specialist/Customer Service Professional looking to join a professional customer service team.I have diverse experience working with clients from a wide range of functionalities, including financial, scientific, legal, technology and business operations. Excellent relationship management and problem solving abilities with a passion for quality support.

TECHNICAL SKILLS

Microsoft Windows
Mac OS X
Apple IOS
Business Intelligence
Microsoft Office
HP Service Center Help Desk
Workstation Imaging
PC Data Encryption
Remote Desktop
Network Account Administration
Windows Active Directory
VPN Administration
McAfee Anti Virus and Internet Security
VMware
Intro to SQL

PROFESSIONAL EXPERIENCE

Confidential, Somerville, MA

Business Support Analyst

Responsibilities:

Conducted classes and seminars regularly
Performed S.W.O.T analysis, developed curriculums, standards and codes of conduct
Implementation of ZenPlanner school management software platform. Managed school and student information security, including kiosk entry, accounting and metrics.
Maintained Information Technology including data synchronization on laptops and iPhone devices

Confidential, Marlborough, MA

Business Support Analyst

Responsibilities:

Lead Level 2 support analyst for TJX proprietary web based Imports Customs Compliance tools
Level 2 support analyst for 1600 IBM COGNOS users in varying business units
Achieved increased user satisfaction by implementing a business relationship plan to include weekly business unit status meetings with reports on issues and projects
Trained back up support analysts in application function, issue administration and procedures to serve in contingency support roles
Collaborated closely with various Level 3 IT support groups such as application development, networking and server groups while troubleshooting issues and researching root cause analysis
Managed relationships with vendors, internal IT groups, business users and executives to ensure high quality service and support
Performed testing and documentation for User Acceptance upon resolutions to issues and enhancements made to applications by application development
Coordinated with IT Architecture and Project groups on application roll outs and upgrades. Provided Post Implementation support of all production application changes
Consulted by TJX Support Management on structure, functionality, roles and responsibilities as well as procedures for newly formed Business Intelligence Support Team
Documented Business Intelligence Level 2 Support Analyst Guide outlining all procedures, functions and resources needed by Business Intelligence team
Lead and coordinated Level 2 Support activities of the Business Intelligence Level 2 Support Team during initial formation and interum period until final management structure was on boarded

Confidential

End User Support Specialist

Responsibilities:

Provided desk - side support, training, andtroubleshooting hardware and software for end user clients
Resolved end user issues 70% by in person visit, 30% by phone or Remote Console
Supported users of both standardized workstations and applications as well as very diversified PC technology in non-standard laboratory environments
Continually performed hardware and software, OS and application upgrades
Reduced high priority problems by developing a Visiting Guest and Vendor support process. Provided on- site workstation technology and network connectivity support to corporate visitors
Actively rotated coverage in Executive Support Program to support high profile clients
Partnered closely with network, application, and server IT groups while troubleshooting issues. Liaison with vendors and internal IT groups to ensure high quality end user support
Provided IT resource assistance to internal BioEquipment Technology team and outside vendors for support and maintenance of lab instrumentation such as Softmax driven plate readers, spectrometers, Bio-Rad, gene sequencing, plythesmometers for Inflammation and Abbot Cell Dyn for Hemotology

Associate IT Engineer

Confidential

Responsibilities:

Actively participated in on-call after hours support rotation ensuring 24x7 user support
Administration of user accounts on both Windows Active Directory and Novell Netware including creation, data migration, data security
Sole site VPN Remote Access Account Administrator. Managed accounts, passwords, distributed RSA SecureID tokens, and resolved remote connectivity issues
Maintained 95% inventory accuracy level of all on site technology hardware

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Business Support Analyst Resume

Somerville, MA

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