Systems Analyst Resume

IT Support Specialist/IT Project Management

20+ Years experience
MCP

Operationally-oriented IT professional offering top-tier support and project management to industry start-ups, turnarounds, and high-growth public and private organizations. Michelle has demonstrated consistent ability to troubleshoot and resolve a wide variety of technical issues, review and create audience-specific documentation, and remain focused on user and consumer satisfaction. Expertise includes:

Level 1 - 3 Local and Remote Support
SLA (Service Level Agreements)
Vendor Relationship Management
End-User,Eengineering, and Consumer Product Documentation
Leadership and Staff Development
AV, Incident Response
Project Management
System Administration
OSX 10.6

PROFESSIONAL EXPERIENCE

Confidential, Lawrenceville, GA 2003 - 2009
IT Specialist
TheSoutheast regional campus for engineering, testing, and certifying energy system solutions.Managed the infrastructure of the declining PageWriter business and executed information lifecycle policies for data sanitization and disposition of assets. Project specialist for Global Printer refresh project. Cutover liaison for EMB acquisition of AirDefense Inc. Level 1 -3 end user support for over 700 people across nine states. Responsible for IT Service Desk results. Accountable for ITIL documentation. Performed IT assessments for the Mobile Devices, and Government and Enterprise Mobile Systems sectors. Project specialist for Asset Disposal. Managed vendors and contractors. Create status reports for SE IT region.

Authored end-user documents, reducing helpdesk ticket cycle time by 20%
Consolidated printers across US, saving Motorola $500,000 annually
Achieved highest scores for IT Service Desk customer satisfaction surveys
Authored process documentation for ITIL
Completed data cutover 2 days ahead of schedule

Confidential, Alpharetta, GA 1998 - 2003
Systems Analyst
The Global Software Group R&D venture for government and carrier messaging solutions. Responsible for the installation of client and server installation of PageWriter software (PC World Magazine's 50 Greatest Gadgets of The Past 50 Years). Reviewed and wrote consumer manual and on-line help files. Authored backup and disaster recovery documents. Worked closely with vendors for selection of server and client software and hardware. Accountable for Level 1 - 3 end user support, patch remediation, configuration management. Received merit award for outstanding service.

Authored disaster recovery and consumer product manuals
Level 1 - 3 support for 100+ users.
Merit award for outstanding service
Customer product installs for PageWriter server software

Confidential, Boynton Beach, FL 1992 - 1998
Software Technician II
Confidential. Accountable for system upgrades, support, server maintenance/installation for Windows clients running on Novell Netware. Managed contractors and vendors. Responsible for email clients and server. Installed teleconferencing units. Tested and wrote end-user manuals for PageCard.

Level 1-3 support for over 100 users
Upgraded workstations from Windows 95 to Windows 98
Tested and wrote consumer manual for PageCard.
Prepared machines for Comdex and other trade shows
Managed contractors and vendors
Upgraded mail system from cc:Mail to Outlook and Exchange

Confidential, West Palm Beach, FL 1992
Systems Operator
Data Processing center. Maintained Atex PDP-11/34 mainframes, generated detailed reports for credit, billing, sales. Archived news data. End user support.

Confidential, West Palm Beach, FL 1989 - 1991
System Administrator
County courthouse. Installed and supported PCs to attorneys, administrators, and paralegals on Novell Netware 3.0. Responsible for case and data archival and backups.

Cutover to PC workstations from mainframe terminals for entire office
Level 1 and Level 2 support for 12 attorneys and staff.

EDUCATION & CERTIFICATIONS

Computer Science

Certifications:
Microsoft Certified Professional, XP

Additional Coursework:
Confidential; Digital Six Sigma (2005);
SQL Server 7.0 (1999); Exchange 5.5 (1999); Novel Netware 4.1 Administration/Advanced administration (1996); Lotus
Notes 4.0 system Administration (1996)

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