I am a Functional Analyst and Technical Support Specialist with 13 years of experience supporting users, business applications, banking systems, and IT infrastructure.
I have experience providing timely technical assistance, resolving incidents, installing and configuring software, printers, scanners, and remote-access tools. I focus on service quality, teamwork, and customer satisfaction.
Throughout my career, I have worked with help desk and service management platforms such as ServiceDesk CA and Proactivanet. I have supported enterprise applications including JD Edwards EnterpriseOne, RP3, BBS, Syscards, E-Business, and banking-related platforms.
In my current functional analyst role, I prepare user manuals, user requirements, access matrices, functional tests, user acceptance tests, and presentations for business solutions. I also validate applications delivered by vendors and coordinate ticket follow-up.
I am adaptable, communicative, proactive, and skilled at problem solving. I am available immediately and interested in opportunities related to functional analysis, user support, and IT service operations.
I prepare user manuals, user requirements, and access matrices for business applications.
I conduct functional and user testing, validate solutions delivered by vendors, and create PowerPoint presentations for business stakeholders.
I prepared scripts and reviewed script-based solutions in test environments before production execution.
I created and followed up on production and problem tickets, maintained daily Excel task records, and resolved assigned support tickets.
I provided user support and resolved reported incidents through ServiceDesk CA and Proactivanet. I prepared reports and handled software installation, removal, printer installation, and remote assistance.
I supported JD Edwards EnterpriseOne 9.0 and 9.2, RP3, Elastix, E-Business, intranet applications, Agility Manager, EBSEvolution, and business portals.
I delivered help desk support, prepared reports, installed and removed software, and resolved user-reported errors.
I managed Configuration Manager and ServiceDesk, installed printers, and supported Microsoft Office users.
I operated banking processes, monitored authorization controls and merchant connections, and supported users with banking system operations.
I performed tape backups, monitored servers, controlled batch executions, restored databases, generated daily reports, and handled BBS, RP3, and Syscards overnight batch processes.
I provided customer service and managed cashier operations.
I generated cash register reports and maintained accurate transaction records.
Microcomputer Support Analyst, Computer Support
Training in microcomputer support and technical assistance.
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