Aaron Parker
Grand Junction,CO
Websites
Summary
Results-oriented IT professional with over 5 years of experience in a cross-functional IT environment for a global corporation. Demonstrated expertise in remote helpdesk and technical support for a workforce of eighteen thousand employees. Proficiency in business analysis and process improvement gained from supporting multiple in-house software development projects. Extensive experience in the pest control industry and route/field based operations. Dedicated to continuous personal growth and excited about embracing new challenges. Bringing excellent communication and customer/stakeholder management skills acquired from 25 years of experience in customer service, a robust understanding of technology for business acquired through work experience, earning a master's degree in IT, multiple certifications, and a record of successfully contributing to organizational goals.
Overview
25
25
years of professional experience
19
19
Certifications
Work History
Support Analyst Tier II
Rollins, Inc.
02.2023 - 08.2023
- Collaborated with Rollins in house DevOps team as liaison between business analysts, stakeholders, and Tier 1 support to document use cases and technical issues for multiple proprietary CRM systems.
- Mentored 30-person Tier 1 support team, acting as subject-matter expert for Rollins CRM systems and dozens of other software and hardware systems to assist with ticket resolution.
- Developed and curated IT knowledge base articles, translating and communicating technical information in organized and understandable manner for less technical audiences to train new users and speed resolution of known technical issues.
- Collaborated with cross-functional IT departments and systems administrators to address system outages, resolve technical issues, and enhance business processes.
Support Analyst Tier I
Rollins, Inc.
06.2018 - 02.2023
- Delivered remote phone and email technical support to internal users, addressing diverse software, hardware, phone, and networking issues, successfully and swiftly resolving 6,000-7,000 tickets annually.
- Exceeded department performance goals each year related to customer satisfaction, axillary time, total tickets closed, average ticket age, and ratio of incoming calls to tickets created.
- Collaborated with peers in creation and curation of hundreds of knowledge base articles, using best technical writing practices improving readability and understanding of article content.
Business Analyst Training Program
Rollins, Inc.
03.2022 - 08.2022
- Selected to participate in official Rollins training program to work one-on-one with experienced project manager and business analyst to acquire business analyst skills and prepare for promotion to business analyst.
- Collaborated with stakeholders to elicit business requirements and develop use cases, fostering effective communication between leadership, technical teams, and users.
- Developed business requirements documentation with key project elements such as objectives, current and desired states, scope, personas, user stories, requirements, business rules, acceptance criteria, and exhibits.
- Collaborated with stakeholders to define project objectives and criteria
Volunteer Business Analyst
Rollins, Inc.
10.2021 - 02.2022
- Volunteered personal time to engage in daily DevOps meetings and acquire business analyst skills, addressing escalated helpdesk tickets for CRM software, and collaborating with stakeholders to replicate software issues.
- Systematically documented user stories and pertinent technical details, facilitating streamlined escalation of defects to development team for swift resolution.
Pest Control Specialist
Orkin Pest Control
08.2007 - 06.2018
- Inspected residential/commercial structures to identify pests and determine best treatment plans using Integrated Pest Management (IPM) protocols for 250-300 monthly customers.
- Applied prescribed treatments or performed exclusion techniques to structures to control pests.
- Completed required regulatory documentation in clear and concise fashion and maintained regulatory compliance through education and certifications.
- Certified Field Trainer (CFT) - administered field and classroom training to new pest control employees.
Education
Master of Information Technology -M.IT - Information Technology & Application Development
Southern New Hampshire University
Manchester, NH02.2022
Bachelor of Fine Arts - BFA - Graphic Design
Colorado Mesa University
Grand Junction, CO01.2007
Skills
- Business Analysis
- Remote Technical Support / Remote Helpdesk
- Pest Control
- Customer Service
- Technical Communication
- Analytical Thinking
- Problem Solving
- Troubleshooting
- Multitasking
- Software Development Life Cycle
- Agile Software Development
- Process Improvement
- Business Requirements
- User Stories
- Stakeholder/Customer Management
- Collaboration / Teamwork
- End User Training
Technical Tools
- Microsoft Office365
- Microsoft Visio
- Microsoft Project
- Microsoft SharePoint
- Active Directory
- Microsoft Endpoint Configuration Manager
- Microsoft Intune
- Microsoft Azure
- ServiceNow
- Avaya CMS
- UltiPro/UKG Pro
- BOSS CRM
- iOS/Apple
- Ortec
Certification
- Succeeding as a First-Time Tech Manager | LinkedIn | November 2023
- ServiceNow: Basic Administration | LinkedIn | October 2023
- Learning ServiceNow | LinkedIn | October 2023
- Requirements Elicitation for Business Analysts: Interviews | LinkedIn | September 2023
- Software Architecture Foundations | LinkedIn | September 2023
- Getting Started in User Experience | LinkedIn | July 2023
- Technical Writing: Quick Start Guides | LinkedIn | July 2023
- Introduction to Artificial Intelligence | LinkedIn | April 2023
- Learning Excel Desktop (Microsoft 365) | LinkedIn | December 2022
- Intro to Service Management with ITIL 4 | LinkedIn | October 2022
- Cert Prep: PMI Agile Certified Practitioner (PMI-ACP) | LinkedIn | September 2022
- Agile Foundations | LinkedIn | September 2022
- Business Analysis Foundations: Business Process Modeling | LinkedIn | January 2022
- Business Benefits Realization Foundations | LinkedIn | November 2021
- Agile Requirements Foundations | LinkedIn | November 2021
- Business Analyst and Project Manager Collaboration | LinkedIn | November 2021
- Business Analysis Foundations | LinkedIn | November 2021
- HDI Support Center Analyst (HDI-SCA) | HDI | November 2018
- Colorado Pesticide Applicators License | State of Colorado | Expired
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Support Analyst Tier II
Rollins, Inc.
02.2023 - 08.2023
Business Analyst Training Program
Rollins, Inc.
03.2022 - 08.2022
Volunteer Business Analyst
Rollins, Inc.
10.2021 - 02.2022
Support Analyst Tier I
Rollins, Inc.
06.2018 - 02.2023
Pest Control Specialist
Orkin Pest Control
08.2007 - 06.2018
Master of Information Technology -M.IT - Information Technology & Application Development
Southern New Hampshire University
Bachelor of Fine Arts - BFA - Graphic Design
Colorado Mesa University
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