Lead Systems Analyst Resume

SUMMARY:

I am a customer focused technologist with a passion for leveraging tools and platforms to improve end user experience for IT, Customer Service, and Product support teams and consumers of those products and services. I have several years of experience focused on continual service improvement and would bring a valuable expertise and real world experience to help leverage tools, modern work practices, data analysis, and processes that create business value. I am looking to take the next step in my career and be part of an innovative culture that embraces new technologies, has a passion for customer experience, and continuous learning.

PROFESSIONAL EXPERIENCE:

Lead Systems Analyst

Confidential

Team Lead and service owner for various platforms leveraged by the IT organization including: ServiceNow and Azure DevOps for a global cross functional team of Developers, Business Analysts, and System Administrators
Responsibilities include but are not limited to: Meeting with IT leaders and stakeholders on system and process improvement initiatives, management of open defects and communicating status to IT leaders, leading system upgrade activities, provide training to support teams on standard operating procedures, and best practices based on ITIL framework, QA testing lead for bug fixes and enhancements, development of proactive system maintenance plans, updating all internal support documentation and self - service documentation based on KCS (Knowledge Centered Support) standards, mentoring team on ITIL and Agile best practices
Led multiple enterprise wide projects to implement various ServiceNow modules using Agile framework to reduce system implementation time by an average of 3 months saving nearly 1,500 man hours
Took initiative to identify optimization opportunities within various ServiceNow modules to resolve known defects and automate processes, that have saved over 1,000 hours for application consumers over the past two years
Developed forms within ServiceNow enterprise portal to automate enhancement request process, this led to reducing a 80% reduction in the amount of time taken to move approved enhancement requests into the teams backlog from 2 hours per enhancement to 25 minutes per enhancement, and improved visibility for stakeholders to track status

Desktop Support Technician

Confidential

Tier 2 endpoint management and technical support for devices such as workstations, printers, servers, client based software distribution via Systems Configuration Center Manager (SCCM), computer hardware repairs, managing helpdesk escalations and technical support to end users, organized and delivered training sessions for new team members, on-call and after hours support for select customers
Developed video and audio computer based training for implementation of ServiceNow ticketing system, this saved over 60,000 USD in onsite training costs
Led project to streamline employee onboarding process and worked with cross functional team to automate workstation build process, this led to 100K in labor savings in 2014 related to workstation deployments
Developed PowerShell scripts to automate software installation process for over 20 client based applications, which led to an average of $5,000 in cost savings per month

Mac Technical Support Associate

Confidential

Provided technical and product support, training to customers using Haddock custom system deployments
Created knowledge management library which improved and support associate efficiency, improved knowledge sharing and collaboration, this led to higher quality, consistent service and support to customers and increase customer satisfaction

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