Title:Systems Analyst

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NAME:,

ADDRESS:

ADDRESS2:

CITY:

STATE:

ZIP:

CANDIDATE ID: 2555628

US CITIZENSHIP:

EDUCATION:

EXPERIENCE: 0

WILL RELOCATE: No -

JOB WANTED:

RATE NEEDED:

TELEPHONE: 386-***-****

EMAIL: abpsor@r.postjobfree.com

HOMEPAGE:

HOTTEST SKILLS: systems analyst, database, microsoft, information systems, tcpip,

pricing, c++, cobol, dbase, ftp, html, information technology, lotus notes, netware,

novell, programming, unix, vms, communication, forecasting

REVISION: 07-SEP-02

RESUME:

Patricia E

. House

abpsor@r.postjobfree.com

11925 S. CO RD 550W Office phone: 812-***-****

http://web.indstate.edu/~acns/phouse

Jasonville, IN 47438 Home phone:

812-***-****

PROFESSIONAL EXPERIENCE:

Systems Analyst, Indiana State University, July 1998 to present

The primary function is to assist the Senior Systems Analyst to

research, analyze, recommend, implement and maintain database systems

and applications to track, report and improve the quality and

timeliness of support services primarily provided by User Services

consultants and the ACNS Help Desk. Future secondary function is to

assist the Senior Systems Analyst to initiate, develop and implement

new ACNS consultant support service on campus to provide systems

analysis/computing project support within schools, departments,

offices and the College as requested and within levels of staffing

resources made available for this service. This position also includes

the functions of the Software Coordinator and Purchasing Consultant.

Current Project:

* Assist Senior Systems Analyst with the implementation of the

basics of a new help desk tracking system using Remedy Action

Request System:

* Document current workflow and business rules to be implemented

* Design the new system developing requirements analysis and project

plan

* Document overall system design including schemas, active links,

filters, and escalations needed in order to implement the ACNS

workflow and business rules

* Develop transition and implementation plan

* Develop reporting mechanisms

* Test prototype and follow-through to initial implementation

* Implement web interfaces

* Evaluate knowledgebase solutions for future use with help desk

tracking system.

* Work with technical lab coordinator to test asset management

system for future use in conjunction with the new system.

Current Responsibilities:

*

Assist Senior Systems Analyst

with Support Services Strategic

Planning, Service Methodologies and Technical Forecasting

* Write and propose support services processes and procedures to

enable User Services to more effectively and efficiently deliver

services. Assist Associate Director in establishing and refining

service goals and expectations, and evaluating user needs.

Determine process for soliciting and reviewing user feedback and

assist in communicating results to the campus community.

* Maintain a high level of awareness of all ongoing staff technical

projects to assist in fostering better communication, effective

performance, and use satisfaction. Recommend strategies and

solutions (short term and/or long term.) Provide vision and

leadership. Periodically perform technical functions and tasks.

* Design and implement service processes and improvements in the

current help desk system. Develop reports as needed. Archive data;

create a smaller and faster database environment in order to

increase the speed of data input and query from help desk system.

Market online incident search to campus community.

* Produce and post statistical trends of Help Desk requests for

assistance on a semester basis. Propose explanation of trends.

Assist Associate Director to hold open forums for the user

community to promote better understanding of help desk processes,

call volume, staffing, resources, etc.

Software Coordinator/Administrative Assistant

I, Indiana State

University, October 1996 to July 1998

This primary function of this position was to assist the University in

researching, documenting, and implementing software licensing

programs. This position reported license usage for University owned

software to ACNS Management. This position also participated on the

Systems Analyst team to develop the Help Desk Tracking System using

Remedy Action Request System software. Other groups this position was

involved with are the Microlab and Software Advisory Committees. The

software coordinator prepared and posted meeting minutes to the

appropriate web site.

Other responsibilities included the following.

* Moderated the ISU-Community Global Email Distribution List, which

was passed on to Public Affairs in August 1997.

* Researched and created requisitions for software pricing for the

Microlab Committee.

* Designed, developed, implemented and maintained databases for

tracking usage of Microlab software and the logging of software

media.

* Communicated with vendors to keep current on licensing strategies

and developing strong vendor relationships.

* Created, posted and maintained various web pages for ACNS.

* Researched pricing of hardware, software or additional components

for the campus community.

Quality Technician, UNC Tri-Manufacturing, Terre Haute, IN, June 1993

to October 1996

This position developed, created, implemented and maintained various

databases. This position installed and tested various software

applications as well as provided computer support for the department.

When needed, this position provided system support and trained users

on various software packages.

TECHNICAL EXPERIENCE:

PC/Network & Operating Systems

Windows NT, Windows (3.1, 95, 98), Windows NT Server & Workstation

4.0, DOS, MAC OS, UNIX, Novell NetWare 3.x, 4.x, Windows 95 file and

print sharing, VAX/VMS, TCPIP

Software Applications & Tools

Microsoft Office Professional 95 and 97, Lotus SmartSuite,

WordPerfect, Excelerator (CASE Tool), dBase IV, HTML Development

Tools, KeyServer, SofTrack, McAfee VirusScan and VShield

Remote Access & Internet

Internet/TCPIP Applications, Internet Explorer, Netscape, Windows 95

Dial-up Networking, Pegasus Mail, Microsoft Exchange, Microsoft

Outlook, Lotus Notes, FTP, Telnet, IRC, Microsoft NetMeeting

Programming Languages

Remedy Action Request System, COBOL, C++

PROFESSIONAL DEVELOPMENT:

Connections Quality Service Training for Staff, Terre Haute IN,

May1997

Information Technology Exposition and Conference, Indianapolis IN,

June 1997

Exceptional Customer Service Training, Terre Haute IN, July 1997

MS Windows NT 4.0 Server, Terre Haute IN, March 1998

AR System for Users, Columbia MD, July 1998

Administering the AR System from Windows, Columbia MD, July 1998

EDUCATION:

Bachelor of Science Degree,

May 1995 Indiana State University, Terre

Haute, IN

Major: Management Information Systems,

GPA 2.9/4.0

ASSOCIATIONS:

Student Member of Management Information Systems Association, Indiana

State University

LEADERSHIP PROJECTS:

Designed database for local company using Microsoft Access 1.1.

AWARDS:

Sycamore ExtraMile Award - December 1, 1997 - Given by Dr. Michael

Buzash for Courtesies, Attentiveness, Patience and Expertise

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