System Analyst It Support

Nakeya Lancaster

IT System Analyst

FRESNO, TX **545 832-***-**** ******.*********@*****.***

Results-driven and customer-focused System Analyst with over 10 years of experience in delivering exceptional IT support and services management. Adept at leading high-performing teams, optimizing workflows, and implementing best practices to ensure seamless IT operations. Skilled in incident resolution, problem management, and service improvement initiatives in fast paced environments. Possesses a deep understanding of ITIL frameworks, service desk technologies, and a commitment to fostering a positive customer experience. Known for exemplary leadership, strategic thinking, and a relentless pursuit of operational excellence.

KEY COMPETENCIES

Leadership • Effective Communication • Problem Solving • Service Level Management • Networking • Remote Access • VPN • ITIL Framework • Microsoft Office 365 • Incident Management • Windows 10/11 • Basic Networking WAN/LAN •

CERTIFICATIONS

SAFe 6 Scrum Master Certification

Google Cybersecurity Professional Certification Training

Software Specialties: Cisco Networking Equipment,, Windows Servers, ServiceNow, JIRA, PowerShell, Python, Citrix, VMware, Oracle, MS Azure

Microsoft Office (MS Active Directory, MS Teams)

NOTABLE HIGHLIGHTS

–Collaborated with cross-functional stakeholders to enhance processes within the COVID-19 vaccination initiative, resulting in a notable 32% increase in productivity.

–Spearheaded the initiative to upgrade outdated UPS devices with modern replacement, mitigating operational losses due to disruptions during power outages.

–Utilized strategic vendor partnerships to achieve 45000.00 annual savings in technology budget.

WORK EXPERIENCE

Ztek(Cognizant) – Katy, TX Desktop Support Engineer, 2023 – Present

Key Results

Effectively communicated technical processes and procedures to executive-level stakeholders and middle management.

Delivered first-level support for PC hardware, networking systems, and various software applications, including Microsoft Office 365.

Executed Active Directory onboarding for new employees and managed the imaging and deployment of hardware and software as required.

Developed comprehensive knowledge base articles and meticulously documented tasks and incidents using ServiceNow.

Collaborated with both internal and external partners to drive process improvements that aligned with business objectives.

ONEOK Partners – Mont Belvieu, TX Systems Analyst, 2022 – 2023

Key Results

Orchestrated system analysis, documentation, testing, and implementation for seamless platform transitions with user support.

Diagnosed and solved network/system issues quickly to minimize downtime.

Assessed business needs carefully, creating targeted solutions for best outcomes.

Defined and documented project scope meticulously for team clarity on tasks.

Provided level 1 and 2 support for network, circuits, systems, and telecommunications infrastructure.

Trained, led, and provided technical guidance to technical staff, directing work of peers on assigned projects.

Reviewed and assessed the effectiveness of the company’s IT system and developed plans to improve shortcomings or errors.

Harris County Public Health – Houston, TX IT Solutions Supervisor, 2021 – 2022

Key Results

Spearheaded and successfully supported technical upgrade projects and system rollouts, diligently collaborating with consultants and developers to ensure seamless integration.

Led staff supervision, devised schedules, and assigned tasks for improved service levels.

Engaged with clients to improve IT policies and elevate customer service standards.

Indigo Beam – Houston, TX IT Field Support Technician, 2020 – 2021

Key Results

Diagnosed and fixed desktop and network printer issues provided extensive machine use and maintenance training.

Assisted customers with technical support inquiries, ensuring compliance with HIPAA policies.

DISYS Schlumberger – Rosharon, TX IT Service Desk Analyst, 2019 – 2020

Key Results

Diagnosed and fixed intricate hardware software, and network problems via efficient troubleshooting.

Facilitated customer comprehension of tech issues, offering clear solutions to restore service.

Engineered employee workstations for optimal performance by configuring hardware and software.

Managed support actions efficiently via advanced ticketing systems.

United Postal Service UPS – Houston, TX IT Technical Analyst, 2018 – 2019

Key Results

Troubleshot user issues, planned system modifications, and identified durable solutions.

Conducted security audits to identify vulnerabilities.

Participated in internal audits to ensure optimal quality management systems.

Investigated system issues, significantly reducing downtime.

Just Energy – Houston, TX Service Desk Analyst, 2017 – 2018

Key Results

Administered active directory and Office 365 for over 1500 global end users.

Provide effective IT support and resolve immediate and sustained operation issues, as to minimize impact to the call center population.

Resolved operational issues for desktop, laptop, mobile devices, improving user experience.

Created cybersecurity best practice communications to educate staff of phishing techniques.

Implemented tickets in tracking system for faster problem identification and resolution.

Streamlined user support via phone, chat, and email for efficient communication.

Support and troubleshoot time critical software and applications in a highly demanding environment.

Lucas Group Birkman International – Houston, TX Desktop Systems Analyst, 2016 – 2016

Key Results

Leveraged technical expertise and customer service skills to troubleshoot issues with desktops, mobile devices, apps, and peripheral devices.

Responded swiftly to customer questions, offering expert technical help via phone and in-person.

Navigated technical complexities with printers, network, and phone systems.

Assisted SQL Database administrator with RDBMS queries.

Williams Energy – Houston, TX Service Desk Lead, 2012 – 2016

Key Results

Resolved operational issues with desktop computers, laptops, tablets, and mobile electronic devices, enhancing user experience and productivity.

Investigated and documented information security incidents and created reports as required.

Cultivated product expertise and problem-solving methods via weekly team meetings.

Used phone, chat, and email for effective user support interactions.

Investigated and escalated potential phishing emails.

American Intercontinental University – Houston, TX Technical/ Business Analyst, 2007 – 2012

Key Results

Delivered high-level technical support, resolving inquiries via phone, email, and web in alignment with departmental service level agreements and goals.

Empowered clients by identifying problems and offering clear solutions to restore services.

Leveraged ticketing systems to efficiently handle customer support tasks and requests.

Streamlined future resources via detailed documentation of support interactions.

Fostered vendor relationships for excellent service and support.

Planned and managed the successful deployment of computer systems to 5 labs every semester.

Verizon Wireless – Houston, TX Wireless Data Support Specialist, 2005 - 2008

Key Results

Setup and troubleshoot issues with smartphones, tablets, and data devices for consumers.

Assisted users with installing, configuring, and troubleshooting Blackberry servers.

Created knowledge base articles and updated as needed.

Tested cellular devices, applications and related software; documented and filed reports.

Provided excellent customer service and maintained first call resolution on 91 percent of calls.

EDUCATION

AMERICAN INTERCONTINENTAL UNIVERSITY – Houston, TX

MBA, Business Administration and Management

AMERICAN INTERCONTINENTAL UNIVERSITY – Houston, TX

BSc, Computer Information Systems

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