Integration Analyst Resume Rancho Cordova, CA - Hire IT People

EXPERIENCE:

Confidential, Rancho Cordova, CA

Integration Analyst

Responsibilities:

Within my first year of employment on this team I helped drive a 53% reduction in total ticket volume. Previous 4 year trend on this team was an average increase of 36% per year. Unwillingness to accept resolution without root cause analysis drove this reduction.
Strong understanding of Secure Transport for SFTP, from support of active routes, to development of new routes. I believe I have the highest number of new routes built amongst the department since development was passed to analysts about 6 months ago.
Database Archiving from source legacy applications using DB Visualizer and Informatica to retire data to Linux archive.
Working knowledge of SQL queries and ODBC/JDBC driver configuration.
Generated new reporting using Crystal Reports exported to Infoview and delivered on a schedule. Developed a strong understanding of Crystal Reports.
Provided training of Remedy ticketing system to entire team based on previous experience within the Service Desk.
I’ve become ITIL Foundations and ITIL Intermediate Service Operations certified within the first 14 months of joining this team..
Learned the proper utilization of the java keytool commands needed for importing SSL certificates to a linux based environment.
Completed C++ development course at local Community College December 2015, to begin Java course January 2016.

Confidential, Rancho Cordova, CA

Problem Manager

Responsibilities:

Drove a 9.1% reduction in recurring Problems reported by improving the accuracy with which new problems are recorded.
Created a details tracking database to manage recurring problems. Database takes the place of the not - yet-implemented CMDB.
Facilitate communication between the Problem Management and the Change Management teams, tracking tickets and highlighting related issues.
Recognize and prioritize critical problems based on impact to the organization.
Communicate with individuals from executive level to technical agents on current Problems to obtain root cause analysis and prevent recurrence.
Participate in training of Service Desk staff on Remedy ticketing application and customer service improvement.
Respond to customer feedback and ensure proper coaching is provided to Service Desk agents.
Drove reduction of transferred incidents between Service Desk support groups by 30%, which directly improved First Call Resolution rates for teams.
Reduced time to resolve a Problem ticket by 35% within first the 6 months as Problem Manger.
Updated reporting to include more detail and root cause analysis of resolved Problems.

Confidential, Rancho Cordova, CA

Service Desk Specialist

Responsibilities:

Confidential, Rancho Cordova, CA

Service Desk Specialist

Responsibilities:

Supported over 500 different medical applications in a call center environment taking an average of 50 calls per day as well as an average of 20 emails.
Leveraged the knowledge base infrastructure and how to navigate articles to more efficiently serve customers and provide accurate information.

Confidential, North Highlands, CA

Desktop Support Analyst/Project Manager

Responsibilities:

Promoted to supervisor of phone help desk team and provided computer, printer and network support to franchise users.
Technical writer with hundreds of concise articles written to provide technical information in an easy to read non technical format.
Install, test, and maintain Cisco VOIP phone system & switches.
Assisted in Building/Maintaining servers and network peripherals within racks at data center.
Provided project management and vendor relations support
Assessed company file system and created new file shares within domain while maintaining stability and security.
Developed Virtual Machine environment to support legacy software essential to company utilizing Windows 7 for the first time.