Anita Davis
Philadelphia,PA
Summary
Detail-oriented IT and operations professional with 6+ years of experience supporting system functionality, documenting workflows, resolving technical issues, and collaborating with cross-functional business and IT teams. Skilled in planning and documenting IT-related work activities, assisting users and less experienced staff, and ensuring consistent compliance with standards and procedures. Strong analytical and communication skills with proven success in improving processes, supporting service delivery, and maintaining business–IT engagement.
Overview
9
9
years of professional experience
Work History
Clerk II
Philadelphia Housing Authority
03.2019 - Current
- Support IT-related operational workflows by documenting system issues, validating data accuracy, and coordinating with IT teams to resolve discrepancies.
- Plan and document work activities in alignment with internal business processes and compliance standards.
- Maintain strong engagement with business and IT partners as a primary point of contact for system and workflow issues.
- Assist less experienced staff by providing system navigation support, documentation clarification, and procedural guidance.
- Develop and maintain SOPs, workflow procedures, and internal compliance documentation to support consistent service delivery.
- Identify root causes of system problems and recommend improvements based on analysis and best practices.
- Support departmental objectives by improving documentation quality and communication flow.
Digital Recording Technician
First Judicial District of Pennsylvania
01.2018 - 03.2019
- Identified system irregularities, escalated issues affecting digital accuracy, and assisted with troubleshooting.
- Documented system behavior, discrepancies, and updates required for consistent and compliant operations.
- Collaborated with IT personnel to verify system functionality after updates or corrections.
- Produced reports summarizing issues, findings, and recommended corrective actions.
Customer Service Specialist
Best Buy
09.2016 - 11.2018
- Supported users with system access, navigation, and technical troubleshooting.
- Identified workflow inefficiencies and communicated improvement opportunities to management.
- Trained new employees on system usage, documentation standards, and troubleshooting processes.
- Ensured accurate system documentation and compliance with operating procedures.
Education
Bachelor of Science - Information Technology
Southern New Hampshire University
Manchester, NHSkills
- IT Service Support & Coordination
- Technical Issue Escalation
- Workflow & SOP Documentation
- Business & IT Partner Engagement
- Process Improvement & Best Practices
- User Support & Training
- Incident Tracking & Reporting
- Microsoft Excel (Proficient)
- Microsoft 365
- SharePoint
- Oracle (Familiar)
- Problem Solving & Critical Thinking
- Written & Verbal Communication
Timeline
Clerk II
Philadelphia Housing Authority
03.2019 - Current
Digital Recording Technician
First Judicial District of Pennsylvania
01.2018 - 03.2019
Customer Service Specialist
Best Buy
09.2016 - 11.2018
Bachelor of Science - Information Technology
Southern New Hampshire University