jessica claire resumesampleexamplecom 555 4321000 100 montgomery st 10th floor summary passionate dedicated information technology support specialist twenty years experience information technology industry proven ability manage delivery support services company past thirteen years committed continuous process improvement driving customer satisfaction skills incident management problem management change management project management strong communication skills excellent problemsolving skills education training northern illinois university dekalb il 1998 bachelor science operations management information systems experience centene corporation information technology support specialist macdona tx 082008 current primary point contact escalation incidents service requests documented prioritized incidents service requests based urgency impact business managed incidents initial detection final resolution closure clearly communicated technical information related incident business users upper management throughout incident resolution process diagnosed resolved critical issues related software hardware network connectivity delivering timely quality support business users performed ly qual performed root cause analysis problems driving towards permanent fix overall long term improvement services schedu managed scheduled change requests related applications infrastructure mallage documented change requests notified business users schedule maintenance windows change requ installed configured new applications hardware including printers related peripheral equipment implemented application hardware updates oversaw external service provider vendors implement assigned incident fixes scheduled changes including including backup data nightly basis applying server updates monitoring security software deployed fixes incidents planned changes business hours minimize disruption business users wusiness users maintained tracked inventory hardware software items along pertinent information status conducted handson technology training company personnel assist use newly implemented hardware software planned project installed applications migrated application data tested moving many companys critical applications new servers planned project set desktops installed software business applications roll new desktops employees gathered business requirements designed configured companys accounts receivable employee time tracking system practice cs replacing many time consuming manual processes customized application reports upper management analyze employee utilization client project profitability trained employees created training documents new billing time expense system viacomcbs inc application integration architect west sacramento ca 062006 102007 managed webmethods integration development team nine developers within treasury securities services sales service department created maintained project plans new integration development work change requests managed multiple concurrent integration development projects competing demands estimated technical design development testing effort new integration development work change requests participated daily defect status meetings testing business application teams review prioritize assign defects related integration component led weekly status meetings integration development team medifast inc application development manager havre de grace md 011999 062006 general motors responsible daytoday operations maintenance one general motors critical applications north american dealerworld portal led nineperson offshore application support team ensure service level agreements met regarding resolution problem tickets onboarding new applications delivery monthly releases application reviewed business requirements assisted defining scope gm business owners documented change requests collaborated application support team estimate change requests managed change requests ensured configuration management processes followed participated weekly status meetings gm technical business owners reviewed reports providing overall measurement performance service level agreements fedex supply chain services managed development implementation fulfillment ehub integration many fedex backend applications 37 fedexs clients led elevenperson onsite sevenperson offshore development team multiyear project elaboration support system analyzed reviewed integration requirements collaborated solution architect development team technical design construction ensure business requirements met guided technical design development 150 interface mappings fedexs backend applications fedexs trading partners leveraging following industry document standards x12 v4010 fscs xml edifact d98a created monitored adjusted project plans allocated onsite offshore resources shared across multiple projects development ehub development interface mappings new fedex customer onboardings support change requests reviewed business requirements documented scope work estimated effort provided timelines change requests participated status meetings project fedex executives developed offshore process procedures assignment development work status reporting communication onsite business technical teams escalation issues led creation edi x12 v4010 xml edifact d98a implementation guides used fedexs trading partners assisted creation templates overall process onboard new trading partners fedexs ehub