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Support Analyst

Annandale, New Jersey, United States
November 09, 2018

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Susan Hagan Parilis

Annandale, NJ 908-***-****


Customer-focused support analyst with exceptional communication skills.

Effective IT/Business liaison with innate ability to simplify complex concepts for clients.

Experience supporting international clients, projects and teams.

Hands-on leader with strong ability to motivate teams and meet tight deadlines.

Proven ability to learn new technology and become productive quickly.


Business Analyst, Team Leader, Project Manager, Functional Requirements Gathering.

Customer Support, Training, Documentation, Technical Writing & Editing.

Classroom Management Software (Canvas, WebStudy, MyITLab, Blackboard, Sakai).

Content Management Software (TeamSite, Drupal, WordPress).

HTML, CSS, XML, JavaScript, Unix Shell Scripting.

Microsoft Office (Word, Excel, PowerPoint, Access), Outlook, SharePoint.

Professional Experience

Adjunct Associate Professor

Raritan Valley Community College, Branchburg, NJ 2010 – Present

Teaching CISY 102 Computer Literacy in online, in person, and hybrid formats.

Use Canvass Classroom Management Software to manage courses.

Teaching MS Word, Excel, PowerPoint, and Access and general computing topics.

Developed a Mac version of the Windows-based class.

Migrated the Windows-based class to an online environment.

Mac Specialist

Apple Retail, Bridgewater, NJ 2008 – 2010

Developed personalized computing solutions for customers. Led training workshops.

Managed floor schedules, ordered supplies, filed expense reports, assisted managers.

Senior Application Support Analyst

Merck & Co., Whitehouse Station, NJ 2007 – 2008

Transitioned One Merck Site Builder to an outside vendor to meet IT objectives.

Gathered requirements. Prepared RFP. Evaluated potential vendors.

Migrated all support processes to new vendor and trained off-shore team.

Monitored off-shore support activities during and after migration.

Managed customer expectations and responded to issues in a timely manner.

Recognized for role in the design and execution of an enterprise-wide disaster recovery plan.

Application Support Analyst

Merck & Co., Whitehouse Station, NJ 2003 – 2007

Developed the One Merck Site Builder service to distribute web assets to subsidiaries using Enterprise Content Management System.

Worked across functional areas to gather requirements and develop standards.

Collaborated with internal customers to migrate legacy web sites to the new platform.

Led an international support team. Tracked support requests and produced reports.

Led a local development team. Managed enhancement requests.

Systems Associate, Worldwide Human Health Marketing

Merck & Co., Whitehouse Station, NJ 2000 – 2003

Webmaster for Merck websites and services. Gathered requirements enhancements

Key contributor to redesign initiative.

Defined and documented technical standards for Merck web presence across subsidiaries.

Supported subsidiaries in the adoption of standards. Managed delivery of new web sites.


Lucent Technologies, Holmdel, NJ 1998 – 2000

Developed the internal, database-driven reporting tools to support the sales team.

Gathered business requirements. Programmed front-end web site.

Wrote standard operating procedures and end-user documentation.

Senior Programmer/Analyst & Programmer Analyst

Rutgers University, Computing Services, Piscataway, NJ 1991 – 1998

Identified documentation requirements and developed services to meet them.

Developed department’s first website and online documentation distribution service.

Managing editor responsible for newsletters, documentation, and training materials.

Delivered training on web topics and productivity software. Provided help desk support.

Served on committees to develop University web standards and practices.


Certificate, Paralegal Studies, GPA 3.94, May 2018, Raritan Valley College, NJ.

Certificate, Legal Technology, April 2018, National Society for Legal Technology.

Master of Communication & Information Studies, Rutgers University, New Brunswick, NJ.

Bachelor of Arts, Visual Art, Rutgers University, New Brunswick, NJ.

Awards & Honors

2017 Phi Theta Kappa

2007 Merck Award for Excellence – Disaster Recovery Exercise

2005 Merck Award for Excellence – Banyu, Japan Country Site Migration

2005 Merck Award for Excellence – Worldwide Human Health Marketing Support

2003 Merck Award for Excellence – Merck Research Labs - Clinical Trials Web Sites

2001 Merck Award for Excellence – Redesign

1999 Lucent Technologies President's Award for Team Excellence

1997 Rutgers University Computing Services Award for Outstanding Performance

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