Senior System Support AnalystResults-driven, customer-centric Business Systems Analyst with extensive experience in production support and system analysis. Proven ability to build strong client relationships, provide top-tier production support, and mentor teams on support processes and client management. Expertise includes process analysis, problem management, and excellent verbal, written, and interpersonal communication skills. Skilled in customer engagement and delivering exceptional support.Took initiative to review and update outdated documentation for unfamiliar applications after a team reassignment, collaborating with knowledgeable resources to enhance understanding. Created and shared Knowledge articles to ensure team access to accurate information for future reference.Identified poor connectivity as the cause of a reported issue, impacting productivity, and recommended an alternative connection method. Coordinated the implementation and testing of the solution, resulting in immediate resolution of the problem and enhanced productivitySupported approximately 200+ domestic and international Affiliate Sales staff using 40 applications Worked with users and project teams to troubleshoot business software issuesManaged/documented critical incidentsMonitored and tracked monthly trending analyses and created problem records Performed ad-hoc server tasks to resolve production issues Consistently met established service level agreements

Subject Matter Expert (SME) for Network Operations (Entertainment) systems. Conducted peer-to-peer training on various internal news and entertainment applications for inventory management, programming, commercial management, scheduling, etc. Managed support and communications for internal clients in the US and Latin America

Supported 400+ active users of a proprietary suite of software applications. Gathered requirements for software and hardware update initiatives.Conducted User Acceptance Testing (UAT) sessions for software and hardware updatesConducted train-the-trainer sessions for Network Operations team leads

Part of team that conducted analysis meetings and requirements gathering for replacement of large legacy database system Gathered requirements for wireless scanner hardware required for the system replacementPerformed hardware and wireless communication testingManaged deployment of, and created training documentation for, wireless scanner hardware in Atlanta and Buenos AiresConducted training for domestic and Latin American staff

Provide first and second level support of inventory management systemDocument and resolve reported issues, escalate to development staff as neededPrepare for large scale system replacement by assisting with meetings and analysis

(Contractor) Payroll Data Analyst supporting Y2K data conversion payroll and tax transaction files.Assigned as an Escalation Analyst after demonstrating superior interpersonal communication and problem management skills

Technical and functional support of payroll and tax accounting software.Recognized for exemplary customer service and selected to work with critical account clients