Application Support Analyst

Linda Pruitt

Lewisville, Texas

********@*******.***

linkedin.com/in/linda-pruitt-85a3918

Professional Summary

Results-driven IT professional with 10+ years’ expertise in systems architecture, application support, and global enterprise technology solutions. Proven ability to design, deploy, and maintain robust systems that enhance productivity, streamline workflows, and ensure compliance. Adept at resolving complex technical issues, optimizing processes, and mentoring teams. Skilled in SAP ERP, Office 365, SharePoint, SOX compliance, and ITIL practices, with expertise in scripting, troubleshooting, and knowledge transfer. Seeking opportunities to leverage technical expertise to drive organizational success. Professional Experience

Verizon, Irving, Texas

Senior Systems Consultant – Architecture

Jul 2019 – Jun 2024

● Monitored, diagnosed, and resolved SAP and PeopleSoft technical issues, ensuring minimal system downtime.

● Administered and optimized the SAP Ariba platform, maximizing sourcing and procurement functionality for internal and external customer use.

● Provided Level 2 application support for technical incidents and escalations in 1ERP SAP and PeopleSoft development, testing, and production environments.

● Collaborated with Technical Product Owner, developers, and stakeholders to analyze business needs and requirements.

● Processed IDOC errors, resolving SAP application failures to maintain operational efficiency.

● Maintained Material Master tables to reflect required SAP changes accurately.

● Designed and implemented ServiceNow Dashboard query solutions, improving ticket tracking and boosting team productivity by 20%.

● Developed team support playbooks and job aids, standardizing processes and enhancing knowledge transfer.

● Created user guides for PeopleSoft security access management, improving system onboarding efficiency and SOX Compliance.

● Ensured SOX compliance through security audits, workflow approvals, and detailed metric reporting.

● Managed post development issues and defects resulting in improved communication, resolution timelines for escalations and exceeding SLA expectations.

● Mentored team members and end-users on system tools and best practices, enhancing overall system utilization.

COSERV, Corinth, Texas

Application Support Analyst II

May 2017 – Mar 2019

● Provided Level 2 support for Office 365, SharePoint, Microsoft Teams, Power BI, Azure AD, and other cloud/on-prem solutions.

● Automated administration process with PowerShell scripts, improving administrative efficiency by 15%.

● Designed and delivered SharePoint workflows, increasing collaboration efficiency by 40%.

● Maintained AAD Connect server, ensuring version compliance and functionality.

● Managed licenses, distribution lists, and shared mailboxes through Office 365 Admin Console.

● Enhanced user authentication processes via OKTA for seamless single sign-on.

● Provided 24/7 on-call support with a 99% critical incident resolution rate.

● Maintained and strengthened vendor relationships to ensure high-quality product support. DFW International Airport, DFW Airport, Texas

Support Analyst

Mar 2014 – Feb 2017

● Delivered hardware, software, and network issue resolutions with a 98% customer satisfaction rate.

● Supported Windows, Linux, and mobile platforms, ensuring seamless enterprise device integration.

● Created and managed SharePoint sites, Exchange mailboxes, and Active Directory accounts.

● Played a key role in testing software and hardware deployments before production rollout.

● Mentored new hires, accelerating their onboarding process and team integration. Abbott Diagnostics (Contract), Irving, Texas

System Support Analyst

Mar 2010 – Mar 2014

● Provided advanced technical support for Pathfinder devices, achieving a 95% first-contact resolution rate.

● Gathered and documented business requirements, ensuring alignment with system enhancements and performance metrics.

● Generated SQL databases to support mobile applications and improve system functionality.

● Collaborated with business analysts, developers, and project managers to deliver successful application enhancements.

Education

Texas Woman’s University

BBA in Accounting, Minor in Management

Technology Education Center

● Certification: A+

● ITIL Training

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