Technical Support System

609-***-**** ********@*****.*** **H Oyster Bay Road, Absecon, NJ 08201

Sazia Hasnin

SYSTEM SUPPORT ANALYST

Detail-oriented and results-driven System Support Analyst with a Bachelor's in Computer Information Systems. Demonstrated expertise in managing software issues, providing technical support, conducting manual testing, and reconciling client accounts. Proven ability to troubleshoot complex systems, collaborate with cross-functional teams, and deliver seamless client experiences. Ready to contribute effectively to IT support roles with a commitment to continuous learning and professional growth. Newport Systems Inc., Wall, NJ

Application & System Support

Resolved application issues through collaborative troubleshooting with team members, ensuring system reliability and user satisfaction. Utilized Zendesk to track and manage technical tickets, addressing EDI issues and providing real-time solutions to clients. Administered user access via SQL Server, managing system permissions, and maintaining security protocols. Manual Testing & Process Improvement

Designed and executed test cases for manual smoke testing, validating system changes after new releases. Identified code discrepancies through log analysis and debugging, preventing system malfunctions and enhancing software performance. Supported continuous improvement efforts by documenting system issues and suggesting technology-driven solutions. Client Account Management & Reconciliation

Managed invoicing processes for client accounts, ensuring vendors were paid promptly and disputes were addressed. Conducted weekly reconciliations and created detailed financial reports, facilitating monthly client meetings and ensuring alignment on account statuses.

Set up new client profiles, streamlined operational workflows, and provided comprehensive training for end-users on system functionality. System Support Analyst January 2022 – July 2024

Application & System Support

Issue Analysis & Troubleshooting

Manual Testing & Test Case Design

SQL Queries & Database Management

Client Account Management & Reconciliation

Software Deployment & User Training

EDI Process Support

Incident Management & Root Cause Analysis

Cross-functional Collaboration & Communication

Managed daily operations for five client accounts, resolving system-related issues and ensuring timely invoicing through efficient troubleshooting and technical support.

Led manual testing efforts post-module implementation, ensuring software releases were free of defects and met client specifications. Performed weekly account reconciliations and presented financial reports, facilitating effective communication with stakeholders during monthly meetings.

CORE COMPETENCIES & ACCOMPLISHMENTS

PROFESSIONAL EXPERIENCE

Software Applications: Jira, Zendesk, NetSuite, Analytical Solver, Nessus, Kali, Armitage, Wireshark, BlueJ, HP Quality Center, ALM, HP UFT, HP Quick Test Pro, Softacom Testing, Azure DevOps, Microsoft Server, Microsoft Teams. Databases: Oracle, SQL Server, MySQL

Programming Languages: SQL, PL/SQL, Python, C++, JavaScript, HTML, CSS, XML Operating Systems: Windows, Unix/Linux

Additional Skills: Office 365, Microsoft Project, Software Troubleshooting, Excel Formulas (VLOOKUP, CONCAT) Methodologies: Agile, Waterfall

Languages: English, Bangla, Hindi, Urdu

EDUCATION & CERTIFICATIONS

Bachelor of Science, Computer Information Systems

Stockton University, Galloway, NJ December 2021 Minor in Business Studies GPA: 3.72 Associate of Science, Computer Information Systems Atlantic Cape Community College, Atlantic City, NJ December 2019 GPA: 3.63 Certifications

Palo Alto Networks Security Operations Fundamentals Introduction to Networks and Cisco Devices

INFOSEC-Cybersecurity Risk Management Framework Specialization (NIST CSF) Introduction to Cybersecurity Tools & Cyber Attacks References are available upon request

ADDITIONAL INFORMATION

Personal Attributes

Strong problem-solving and analytical skills

Effective communication and teamwork in cross-functional environments Attention to detail and ability to manage multiple tasks Client relationship management and conflict resolution Adaptability and eagerness to learn new technologies

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