Senior IT Systems Analyst

Developed comprehensive Standard Operating Procedures (SOPs) and training materials, increasing team proficiency by 50% and achieving 100% incident SLA compliance.
Applied Lean Six Sigma principles to reduce recurring system issues by 40% and system downtimes by 25%, increasing system availability.
Led a team across 3 locations, overseeing onboarding and knowledge transfer, which improved integrity and increased efficiency by 50%.
Orchestrated daily operations by effectively managing shifts, delegating tasks, and establishing clear deadlines, resulting in increased team productivity and performance.
Monitored key performance indicators (KPIs) and reported trends, enabling data-driven decision-making and enhanced operational efficiency.
Managed testing and verification processes, finishing server migration project 10% ahead of the expected timeline.
Troubleshot level 3 incidents using root cause analysis, reducing downtime by 25% and resolved reported incidents and compliance issues.
Supervised a team of 8 during go-live and post-cutover activities to ensure a seamless transition and improved operations.
Integrated Oracle EBS with ServiceNow using REST API and SQL to monitor Concurrent Manager health, automatically raising incidents, improving incident response time by 30%.

Analyzed data using SQL, Power BI, producing custom reports and dashboards that improved decision-making and enhanced service delivery metrics by 20%.
Improved incident management using ServiceNow, reducing SLA response and resolution times, contributing to a 35% increase in customer satisfaction.
Collaborated with cross-functional teams to optimize SQL queries, resulting in a 30% reduction in system performance issues and increasing database efficiency
Managed UAT testing, pre and post-cutover activities, and troubleshooting issues, improving overall project efficiency.
Collaborated with stakeholders to implement role-based access controls in Oracle applications, ensuring compliance with security policies.
Conducted root cause analysis for security threats, recommending changes to prevent recurrence and improve incident management processes.

Provided production support, achieving a 98% efficiency rate during critical service restoration calls, minimizing downtime and service disruptions.
Developed and implemented SOPs for recurring issues, reducing issue resolution time by 40% and improving operational continuity across teams.
Implemented change management recommendations that led to a 15% improvement in system performance.
Created automated Oracle alerts, reducing manual monitoring efforts by 35% and increasing productivity.
Acted as a technical analyst and provided support to end-users by performing problem resolution/troubleshooting, effectively resolving Level 1 and Level 2 issues in production environments.
Resolved application issues by raising support tickets and collaborating with vendors, reducing critical support response time by 25%.