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Solutions Development Analyst Resume

Marshfield, WI

CAREER OBJECTIVE

To obtain a challenging position that will allow me to utilize my previous customer service, technical, and leadership experiences to help others.

WORK EXPERIENCE

Confidential, Marshfield, WI

Solutions Development Analyst

  • Develop or configure process flow according to ITIL 3v compliancy for the software platform ServiceNow
  • Troubleshoot and perform corrective action on the IT Service Management software ServiceNow
  • Create business requirements, technical specifications documents, create use case documents, create test case and manage project work cycles as a member of the ServiceNow development team
  • Created reports and configured tailored scripts to update application forms
  • Act as the technical lead on projects for development and implementation of process for the software ServiceNow

Confidential Marshfield, WI

Application Analyst

  • Monitor application performance and necessary maintenance
  • Develop or configure process flow according to ITIL 3v compliancy
  • Troubleshoot and perform corrective action on the IT Service Management software HP Service Manager and ServiceNow
  • Implement and configure new ITSM platform ServiceNow
  • Create business requirements, create use case documents, create SBAR documents, create test case and manage project work cycles as a member of the core implementation team
  • Create interface process with third party vendors to transfer tickets from ITSM tool
  • Act as a 3rd level escalation for the Service Desk
  • Created reports and configured tailored scripts to update application forms
  • Create and update training documentation and provide user training on ITSM tool
  • Act as subject matter expert for both HP Service Manager and ServiceNow tools

Confidential Marshfield, WI

Service Desk Technician

  • Resolution of incoming Service Desk calls
  • Performed password resets and unlocked users in Oracle and Active Directory
  • Worked with the employees to solve their problems efficiently
  • Escalated calls to the appropriate groups when necessary
  • Create and update training documentation and train new employees

Confidential Marshfield, WI

Operations Web Development Analyst

  • Provide operational support for all web-related functions including various outbound e-mail correspondence, new application testing and website enhancements
  • Ensure system integrity and act as a liaison between the Web Development Team and the customer
  • Ensure quality control through web testing
  • Work directly with web administrators in testing and implementing core changes to the marketing website based off the customer-centric environment

Confidential Mosinee, WI

Senior Systems Analyst

  • Provides direct telephone support to customers involving basic software application problems, documenting issues and steps of correction for all service calls
  • Assess general nature of software application problems and troubleshoots problems by using past experience, insight from team members and knowledge gained thorough Confidential (WFS) training (i.e. custom software, banking and/or remittance processing).
  • Assists team members in troubleshooting application and operating system problems by sharing knowledge and experience as it relates to software, banking and/or remittance processing.

Confidential Milwaukee, WI

Business Analyst / Testing Analyst

  • Collaboration with various Manpower business and information technology teams throughout the requirements, design, coding, testing, and install phases to ensure the successful implementation of new and/or enhanced products
  • Develop and execute test strategies, test plans and test scenarios to ensure the product meets the user’s business requirements
  • Participate in process re-engineering to continuously improve testing methodologies and procedures
  • Utilize scripting and automation tools such as Mercury Test Director and WinRunner
  • Testing was performed on AS/400, PC, Client/Server and mainframe platforms.
  • Support of J.D. Edwards’s software dealing with Invoicing and Payroll
  • 3rd Level Escalation for Help Desk

Confidential Milwaukee, WI

MPHD Technical Specialist

  • Performed as a subject matter expert for the Manpower Help Desk and provides expert technical knowledge and leadership functions to the Manpower Help Desk employees
  • Provide 3rd level support for field, support center and home office employees.
  • Monitors and evaluates calls determines and conducts training for Help Desk employees on service call identification and troubleshooting
  • Responsible for the recording, analysis, prioritization, escalation, tracking, resolution and feedback of all third tier incidents received by the high call volume

(To save space and time resume only shows IT experience. Addition information available on request including management and sales experience)

TECHNICAL SKILLS SUMMARY

Operating Systems: Windows XP/Vista/7/8

Hardware Windows compatible Desktops, and Laptops, Routers, Hubs, Servers

Software Microsoft Office 2003/2007/2010 VMware, Citrix, Adobe Dreamweaver/Flash/FireWorks/PhotoShop,HP Service Manager, ServiceNow, Active Directory, Cisco VPN, Altiris, Webex, QuickBase, Remote Desktop, GoTo Assist, Project Management, NetMotion Mobility, JD Edwards, Mercury - Test Director, Navvia

Languages (limited but growing) JavaScript, HTML, CSS, MySQL, Flash

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