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System Technician/analyst Resume

Frisco Dallas, TX


  • Certified Scrum Master and Product Owner
  • Experienced Trainer - Recognized Technical SME
  • Highly adaptable business/system analyst and Agile practitioner who works collaboratively with business, development teams, and other stakeholders to deliver optimized business solutions and processes.
  • Skillful manager of complex development priorities and motivational team-builder who works effectively across all levels of the organization.


Business & System Analysis | Agile Development | Scrum Methodology | Quality Assurance Training Development & Delivery | Requirements Development & Documentation | Data ModelingMobile & Web Applications | Process Engineering |Automated Testing | User Acceptance Testing


MS Visual Studio | Xcode | Power BI | Java | JavaScript | C# | Swift | Oracle | Android | iOS | Linux | Windows | Mac OS X Pivotal Tracker | Target Practice | MS Office


Confidential, Frisco/Dallas, TX

System Technician/Analyst


  • Delivers real-time system support and centralized data/alert analysis to field engineering/maintenance teams using proprietary MAX elevator monitoring system.
  • Acts as SME on MAX system hardware and software components and provides technical training to Service Desk personnel
  • Selected to fill newly created position to develop operational processes, procedures, and standardized reporting for recently deployed MAX system.

Business Analyst/Product Owner



  • Coordinated across business, engineering, and development teams to define and prioritize business requirements, perform quality assurance, and provide training in support of system development.
  • Acted as Product Owner in fast-paced Agile environment to deploy multiple value-added business solutions.
  • Managed business requirements and provided QA support for development of proprietary time and job management system that decreased field maintenance administrative time by an average of 80%.
  • Helped significantly increase productivity for 2,200 employees as Product Owner for innovative mobile and desktop chat application used by field staff to communicate with home office support during maintenance calls.
  • Presented training to 113 branches and over 2,000 staff, contributing to the successful national roll-out of multiple systems.
  • Recruited as SME for team customizing major dispatch software upgrade. Developed over 800 testing routines and coordinated testing team efforts to ensure solution met all business requirements.

Dispatch Lead/Dispatcher



  • Assisted regional Dispatch Contact Center Manager in ensuring that dispatching team delivered best-in-class customer service and met Key Performance Indicators (KPIs).
  • Assigned maintenance jobs to appropriate field staff and provided status updates to customers.
  • Handled calls originating from elevators and followed protocols to address emergency situations and support passengers.
  • Selected as national dispatching SME to support change management during multiple rounds of Contact Center restructuring and process improvement.

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