Systems Analyst Resume Concord, NC - Hire IT People

TECHNICAL COMPETENCIES, SKILLS:

Microsoft: Windows 7, 8, 10, Server 2008, Server 2012

Firewalls: Calyptix | Barracuda Lansweeper | ServiceNow

Active Directory Microsoft Suites: Word | Excel | Visio | Access

Programming: SQL | VBScript | VBA

Project Management: Scrum | ITIL

PROFESSIONAL EXPERIENCE:

Systems Analyst

Confidential, Concord, NC

Responsibilities:

Coordinated an email client migration using Microsoft Exchange for email compliance that centralized the management of email yielding increased productivity.
Design, modify and deliver automation processes/reports using WinAutomation, VBScript, SQL, and Powershell reducing the time it takes the manually run processes in various departments.
Implemented new procedure on unlocking accounts and password resets, educated staff and administered the delegation rights using Active Directory reducing helpdesk calls by 50%.

System Engineer

Confidential, Charlotte, NC

Responsibilities:

Utilizing ITIL principles, lead several projects at a time while being mindful of service level agreements.
Quantified and evaluated team performance using ServiceNow to determine the flow of tickets vs. how many we needed to process to keep SLA’s increasing employee processing by 30%.
Field access issues utilizing Outlook and phone to deliver project milestones.
Handling account access incidents promptly to ensure resolution for access issues.

Team Supervisor

Confidential, Olean, NY

Responsibilities:

Mentored customer service representatives empowering them to resolve customer issues.
Identified gaps in quality assurance, coached representatives exceeding the quality assurance team average to 93% outperforming all other teams for the client.
Evaluated team identifying who to train as a team lead, this process reduced the feedback loop for representatives’ quality assurance via live training.