Application Analyst and IT Support Professional

Tara Martin

Streetsboro, OH 757-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Results-driven Application Analyst and IT Support professional with 15+ years of experience supporting enterprise software, ERP systems, CRM platforms, and end users. Experienced in troubleshooting complex technical issues, delivering software training, supporting business applications, and improving user adoption. Proficient in Salesforce CRM, SAP/ERP systems, Microsoft 365, Active Directory, Jira, SharePoint, Microsoft Teams, TeamViewer, VPN technologies, and technical documentation. Recognized for strong communication skills, customer-focused problem solving, and the ability to translate technical concepts into user-friendly solutions. Currently completing a Bachelor of Arts in Communication at Kent State University while operating Beloved Bites LLC.

EDUCATION

Kent State University – Kent, OH

Bachelor of Arts in Communication

Expected Graduation: Fall 2026

CERTIFICATIONS

• Ohio Property & Casualty Insurance License

• Ohio Substitute Teaching License

TECHNICAL SKILLS

Salesforce CRM • SAP • ERP Systems • Microsoft 365 • Active Directory • Jira • Microsoft Teams • SharePoint • TeamViewer • VPN Support • Ticketing Systems • Technical Troubleshooting • End User Training • Technical Documentation • Customer Success • Process Improvement • Remote Support

PROFESSIONAL EXPERIENCE

Application Analyst Serrala Remote 2021–2024

• Supported SAP/ERP and financial software applications for business users across multiple departments.

• Investigated and resolved software, workflow, and system-related issues through ticketing systems and remote support tools.

• Provided application support, troubleshooting, and user guidance to improve operational efficiency.

• Created documentation and collaborated with technical teams to implement solutions and process improvements.

• Supported users through VPN and remote-access technologies.

IT Support Specialist Tribute Inc. Hudson, OH 2018–2021

• Provided Tier I and Tier II technical support for enterprise applications and business systems.

• Supported 300+ users with software, hardware, account access, and troubleshooting requests.

• Managed Active Directory accounts, user permissions, password resets, and system access.

• Supported Microsoft 365 applications, VPN connectivity, remote users, and desktop systems.

• Conducted individual and group training sessions for end users on software applications, system processes, and business workflows.

• Developed user guides, training materials, and technical documentation to improve software adoption and user effectiveness.

• Utilized TeamViewer and remote support tools to diagnose and resolve technical issues.

Customer Solutions Specialist II Homesite Insurance Akron, OH 2012–2018

• Assisted customers and agents with policy administration and insurance software platforms.

• Resolved customer and system-related issues while maintaining high service standards.

• Utilized CRM systems to document interactions and track issue resolution.

• Supported onboarding and training initiatives for new employees.

Owner & Operator Beloved Bites LLC 2024–Present

• Founded and operate a growing dessert business specializing in custom orders, catering, and community events.

• Manage customer service, marketing, inventory, scheduling, budgeting, and business operations.

• Develop customer relationships and coordinate event planning while completing university studies.

Teacher & Track Coach Various Ohio Schools 2024–Present

• Provided classroom instruction, student support, and educational leadership.

• Developed lesson plans and communicated effectively with students, parents, and administrators.

• Coached middle school and high school athletes, emphasizing teamwork, discipline, and performance development.

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