Technical Business Analyst

Lianna Fierroz

Jonesboro, GA ***** • 202-***-**** • *************@*****.*** • linkedin.com/in/liannafierroz ABOUT

Experienced IT professional with 10+ years in network and systems administration, technical support, and hardware troubleshooting.

PROFESSIONAL EXPERIENCE

Tulane University – Technical Business Analyst

July 2022 – October 2024 • New Orleans, LA

● Coordinated with end-users to refine application performance, including troubleshooting, quality assurance efforts and the management of user stories to drive development efforts.

● Designed functional requirements for enterprise application support and development, enhancing system efficiency and usability.

● Managed documentation processes, ensuring clear and comprehensive records for system functionality, updates, and best practices.

● Facilitated communication between IT teams and key stakeholders to ensure alignment with business objectives and user stories.

● Developed and conducted training programs to support end-users and IT teams in utilizing enterprise applications effectively.

Clayton State University – Application Administrator August 2018 – January 2022 • Morrow, GA

● Managed the configuration and optimization of internal applications and systems, including student card management, physical security platforms, and Student Information Systems (SIS), ensuring seamless functionality and efficiency.

● Administered physical security controls through Genetec Security Center, ensuring appropriate access protocols for students and staff.

● Collaborated with vendors to diagnose and resolve technical issues related to hardware infrastructure, ensuring timely maintenance and system reliability.

● Diagnosed application issues related to student access management, performing data updates and manipulation to support lifecycle processes.

● Executed application configuration updates across multiple systems with cross-functional support, facilitating infrastructure migration initiatives and successful implementations.

● Documented system configurations, procedures, and technical incidents, driving process improvements. Clayton State University – Electronic Services Assistant October 2017 – July 2018 • Morrow, GA

● Managed library web services and provided technical support for staff, resolving hardware and software issues efficiently.

● Trained personnel on new technologies and ensured systems met usability and accessibility standards.

● Maintained professional communication with vendors and institutional IT staff to support systems. Clayton State University – Lead Technical Analyst

October 2013 – September 2017 • Morrow, GA

● Installed, configured, and repaired hardware and software for desktops and laptops; provided remote and onsite support.

● Tracked and resolved technical issues using ServiceNow; performed routine system maintenance and updates.

● Provided front-line support for network and workstation issues, contributing to infrastructure stability. SKILLS

● Hardware & Systems: Server and switch installation, system performance monitoring, data backup, disaster recovery

● Operating Systems: Windows 10 and 11,Windows Server 2019 and 2022

● Software & Tools: Atlassian Suite (Jira, Confluence, Trello) Genetec, ServiceNow Enterprise, SQL Server Management Studio, Microsoft Office Suite, Ellucian Banner

● Administrative: Technical documentation, project management, application administration, system performance tuning, troubleshooting

EDUCATION CERTIFICATIONS

Clayton State University CompTIA A+, Certified - February 2024 Bachelor of Science in Computer Science

December 2016 • Morrow, GA

Gordon State College

Associate of Science in Computer Information Systems May 2012 • Barnesville, GA

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