Hello,

I have 4 years’ experience in application support. I would like to move into BA or Systems Analysis. Below is my real experience. Can someone please tell the steps I can take to make that dream a reality?

EDUCATION

                        School  XYZ

2005                  B.S., Information Systems

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EXPERIENCE:

06/08-Present  Company 1

Sr. Production Support Analyst

·        Resolved production problems with technical operations as necessary.

·        Packaging websites releases to be pushed into our production environments.

·        Design, create and modify scripts for FTP and SFTP file transfers using FTP Control

·        Server monitoring, pulling and analyzing logs, production support and release support.

·        Create ad hoc SQL queries to fix daily production environment issues

·        Created database for clients and wrote MS SQL queries.

·        Extract, transform and load client request’s using DTS

EXPERIENCE

5/07-5/08          Company 2

Analyst – Intranet Portal Engineering / Production Support

·        Provided 24x7 on-call support via Blackberry and pager to maintain integrity of the intranet / extranet portal infrastructures.

·        Provided 2^nd and 3^rd level production support for, but not limited to, web-based mission critical applications running on internal / external client facing platforms.

·        Analyzed code, identify potential issues, and escalated to development team as necessary.

·        Read and wrote basic SQL statements.

·        Served all lines of the business to coordinate and deploy the release of highly visible and high profile client facing and employee content.

·        Worked with business users to troubleshoot technical issues and suggested enhancements to client signup CRM software.

·        Created technical documentation for supported applications and perform analysis to improve existing practices and work flows.

3/06-5/07          Company 3

E-Commerce Technical Analyst

·        Provided troubleshooting and support for web and window based applications, internet connectivity issues and diagnosing issues with firewalls, and proxy servers.

·        Supported remote customers via telephone, email, and remote PC.

·        Set up network and local printers, troubleshooting as needed.

·        Analyzed and made recommendations to Customer Experience team on opportunities to improve performance.

·        Focused on rapid identification and resolution of customer issues.

·        Troubleshoot, diagnose and resolve technical issues surrounding Windows XP, MS Office 2000/2003, Outlook e-mail, Internet connections, and hardware/peripherals.

·        Experienced using software such as Siebel.

·        Provided support for about 11000 employees and customers.