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It System Analyst Resume

Warren, MI

SUMMARY:

  • Dynamic leader in the IT field with a well - developed technical acumen and over 10 years of experience.
  • Demonstrated prowess for managing service desks, crucial technical processes, and corporate software on both an internal and global basis.
  • Talent for executing data analyses to extract significant and actionable outcomes.
  • Ability to create detailed and user-friendly technical documentation.
  • Swiftly adapt project initiatives and goals to coordinate with business/functional requirements.
  • Proficiency in supporting user stories, enhancement requests, service calls/emails, and issue resolution.

AREAS OF EMPHASIS:

  • Systems Analysis
  • Technical Support
  • Data Analysis
  • User Experience
  • Telecommunications
  • Team Management
  • Testing
  • System Maintenance
  • Technical Documentation

TECHNICAL PROFICIENCIES:

Software: HP ITSM, Windows Server (2003), IBM CMS, SharePoint, Microsoft Office, ACF2 Mainframe, Debian, Ubuntu, Red Hat, Active Directory, SharePoint, HP Asset Management, Oracle OIM, Skype for Business, Cisco AnyConnect, WebEx, Lotus notes, NICE, Avaya, InTune, MaaS350

Programming: JavaScript, HTML, C++, Visual Basic, PERL, AutoIT

Data Analysis: Tableau, regression testing, forecasting

PROFESSIONAL EXPERIENCE:

Confidential, Warren, MI

IT System Analyst

Responsibilities:

  • Direct the support of proprietary software and tools through managing enhancement requests, user stories, and application lifecycle administration.
  • Oversee a host of testing cycles and related technical documentation for production and pre-production environments.
  • Utilize Tableau to employ data analysis projects for Confidential to identify and employ cost-reduction measures.
  • Spearhead business processes for the globally-based Confidential Service Desk.
  • Translated requirements to design user stories and tests that prompted two different upgrades to the HP ITSM tool.
  • Developed 5 unique Tableau reports to collaboratively design and implement service request metrics.

Confidential, Warren, MI

Incident Process Area Lead

Responsibilities:

  • Supervised projects in numerous business areas such as Global Infrastructure and Engineering, Global End-User Experience, and Global Telecommunications and Network.
  • Interpreted service desk requirements into sophisticated technical documentation.
  • Created avenues for communication between service desks and operations teams.:
  • As Project Manager, Delivered IT Help Desk support for Skype for the Business.
  • Managed tasks as the Project Manager for the Cisco AnyConnect VPN IT Help Desk Support launch.
  • As Project Manager, successfully deployed IT Help Desk Support for Microsoft InTune.

Confidential, Warren, MI

Service Desk Senior Agent

Responsibilities:

  • Comprehensively administered services for all software supported by the service desk.
  • Leveraged technical tools on projects to analyze call metrics.
  • Collaborated with technical teams to train on concepts and like incident resolution and agent coaching.
  • Designed and implemented new backup program after the existing ticketing system failed.
  • As a project liaison, contributed to massive mainframe migration from Auburn Hills, MI to Warren, MI.
  • Conducted vital issue escalation for senior leadership across the organization.

Confidential, Warren, MI

Service Desk Agent

Responsibilities:

  • Utilized thorough knowledge of service desk software to generate excellent customer support.
  • Concurrently addressed issues for customers through chats, emails, and phone calls.
  • Achieved 100% quality score (average call time, first-call resolution %, average calls per month) for 6 consecutive months.
  • Preserved a 96% quality score while attaining a 94% first-call resolution rate.

Confidential, Metamora, MI

Senior Computer Technician

Responsibilities:

  • Administered a range of services for both internal client systems such as computers, networks, and servers.
  • Managed Windows 2003 Servers and Networks at 3 disparate client locations.

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