Adam Delanoy
Killeen,TX
Summary
Multi-faceted technical and creative professional with 7+ years of experience in technical support and analyst roles, ranging from Desktop Support to Technical Analyst, in financial and educational settings. Analytical thinker and adept problem solver able to learn quickly and adapt to change. Patient listener and teacher, capable of handling high-stress situations and effectively explaining technical matters to non-technical users. Recently completed a Post-Graduate Certification in Data Science and Business Analytics, and eager to utilize those skills to advance in career while contributing to the success of an organization and continually growing.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Analyst/Consultant
CGI Federal
12.2022 - Current
- Provide back-end user support for Momentum financial software and related third party applications, such as Tuxedo, WebMethods, etc.
- Assist technical architects with infrastructure requirement development.
- Perform project code review and testing.
- Deploy software builds and upgrades to various Production and Non-Production environments.
- Install and configure software packages.
- Investigate and debug software errors, troubleshoot application issues, and implement custom change requests initiated through Jira tickets.
- Develop and build code applications or modules with various programming languages, including SQL, Windows command prompt (CMD), Perl, and Powershell.
- Assist with creation of technical documentation.
Business Analyst/Consultant
CGI Federal
02.2022 - 12.2022
- Engaged in business analysis, including: requirements elicitation, synthesis of information, and development of clear and concise documentation
- Provided Tier III support for proprietary financial software, Momentum, including completion of tickets submitted in Jira, troubleshooting technical issues, and collaborating with developers to initiate configuration changes and feature change requests
- Developed process improvement recommendations and facilitated quality improvement efforts
- Translated financial management operational requirements and mission needs into technical terminology and specifications.
Accounting Analyst
PDI Software
04.2020 - 04.2021
- Provided financial software support and timely customer service for convenience stores and gas stations
- Maintained and recorded business transactions for assigned accounts, including A/P and A/R functions and routine accounting activities
- Analyzed sales data to determine cause of missing data and appropriate resolution
- Responded to ServiceNow cases submitted by investigating and troubleshooting incidents of missing data, recovering and correcting data in PDI Enterprise system
- Instructed and provided guidance to colleagues on data recovery process, as necessary, and offered improvements to increase efficiency.
Technical Support Specialist
UBS Financial Services
11.2018 - 09.2019
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Performed troubleshooting of MS Office applications, Outlook, remote access, password resets, Windows 7 PCs and Macs, VOIP system, printers, and network issues.
- Educated users about navigation and functionality of devices and technology resources.
SIS Support Specialist
Metro Nashville Public Schools
09.2016 - 03.2017
- Provided Tier III software support for school district’s student information system, Infinite Campus
- Answered questions about application functionality, provided troubleshooting, and resolved trouble tickets submitted through HelpStar
- Managed user security rights in application and Active Directory
- Assisted in testing of new software versions and creation of documentation
- Created ad-hoc reports and SQL queries as needed to ensure data integrity.
IT Support Specialist (Temporary)
Middle Tennessee State University
09.2015 - 09.2015
- Provided Tier 1 technical support for faculty and staff computers by responding to and resolving work orders submitted through FootPrints ticketing system
- Performed installation and updating of software, including Microsoft Office 2016, Adobe Acrobat Pro DC, and custom requests, such as Adobe Creative suite
- Responsible for setting up new and replacement systems for incoming faculty, as well as assisting in office relocation process
- Accountable for new user account creation, maintenance, and password administration in Active Directory; wiping and imaging computers for deployment, printer installation, and troubleshooting common software issues in Microsoft Office on both Windows 7 and Mac OS X platforms.
Information Systems Technical Analyst
West Asset Management
06.2006 - 11.2009
- Liaised with outside collection agencies to ensure quality of file submissions and processes
- Designed and executed queries using SQL and Access to obtain data necessary for analysis, reporting, and inventory reconciliation
- Processed asset sale and direct pay files
- Executed new business placements and portfolio loads
- Performed account status updates and recalls in Artiva
- Set up new vendors and file processes in Artiva
- Developed and documented new procedures to make business function more efficiently.
Education
BBA - Marketing
University of Miami
Miami, FL05.2002
Skills
- Database Language: SQL
- Business Analysis
- Software Application Testing
- Momentum front-end and back-end support
- Diagnosis and Troubleshooting
- Hardware and Software Installation
- Machine Learning: Classification, Regression, K-Means Clustering
- Statistical Methods: Predictive Analysis, Hypothesis Testing
- Programming Languages: Python
- Data Visualization: Matplotlib, Seaborn, Tableau
Certification
Post-Graduate Certification in Data Science and Business Analytics
University of Texas at Austin, October 2021
Timeline
Technical Analyst/Consultant
CGI Federal
12.2022 - Current
Business Analyst/Consultant
CGI Federal
02.2022 - 12.2022
Accounting Analyst
PDI Software
04.2020 - 04.2021
Technical Support Specialist
UBS Financial Services
11.2018 - 09.2019
SIS Support Specialist
Metro Nashville Public Schools
09.2016 - 03.2017
IT Support Specialist (Temporary)
Middle Tennessee State University
09.2015 - 09.2015
Information Systems Technical Analyst
West Asset Management
06.2006 - 11.2009
BBA - Marketing
University of Miami