Asia Warden
Summary
Dynamic IT professional with over 5 years of hands-on experience leveraging expertise in Information Systems and Technology to drive impactful solutions. Recently earned an MBA with a concentration in Data Analytics, further strengthening my ability to translate complex data into actionable business insights. Actively seeking Business Analyst or Data Analyst roles where I can apply my technical background, analytical skills, and strategic mindset to support data-driven decision making and business growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Service Desk Technician
Federal Reserve Bank of Richmond
06.2020 - Current
- Perform and analyze activities of the of CMT (formerly CSC), meticulously identifying underlying performance issues
- Proactively monitored critical applications integral to Treasury, Fedwire, and ACH operations, ensuring seamless functionality and swift response to any disruptions
- Organized seamless collaboration between Technical Service Managers and diverse National IT teams, expediting the resolution of issues during disruptive events and operational crises
- Participated in the implementation of security enhancements, substantially fortifying system integrity and optimizing operational efficacy
- Delivered support encompassing vital tasks such as password resets, access requests, and maintenance for Linux and Window servers
- Effectively managed a volume of over 2000 Incident tickets monthly, maintaining an exceptional customer satisfaction rating through proactive problem resolution and attentive service delivery.
Technical Support Analyst
Thomson Reuters
09.2019 - 05.2020
- Delivered exceptional client support and technical issue resolution tailored to Certified Public Accountants, ensuring seamless utilization of Tax & Accounting software solutions
- Conducted comprehensive web-based sessions to guide new clients through the seamless implementation and integration of tax software solutions, promoting smooth onboarding experiences and empowering clients to leverage software capabilities effectively
- Leveraged insights gained from research to provide swift and accurate resolutions, enhancing overall client satisfaction and loyalty.
Service Desk Analyst
Sparkhound
03.2019 - 07.2019
- Provided first-level hardware and software support for over 2500 end users within the healthcare sector, ensuring smooth operations across systems including Windows OS, Microsoft Office, and EPIC healthcare applications
- Proactively managed user accounts, overseeing permissions and security groups through Active Directory, guaranteeing data integrity and regulatory compliance
- Demonstrated technical aptitude by efficiently resetting virtual machines, VDI sessions, and Citrix sessions, swiftly restoring functionality and minimizing disruptions
- Maintained operational efficiency by adding and mapping printers and network drives, ensuring optimal accessibility for end users
- Aided users experiencing issues with VMware sessions, leveraging knowledge of VMware Horizon Client 7 to troubleshoot and resolve issues, ensuring uninterrupted workflow for end users.
Technical Support Intern
Law Offices of Roberson & Roberson
08.2014 - 01.2019
- Delivered prompt and effective resolutions to technical applications such as Windows 8 & 10, MacOS, and Microsoft Outlook, ensuring uninterrupted workflow for legal professionals
- Played a pivotal role in enhancing attorney productivity by expertly setting up new computers and conducting comprehensive software training sessions
- Demonstrated exemplary organizational skills by efficiently managing calendars, office equipment, and supplies, ensuring smooth day-to-day operations within the legal environment
- Leveraged strong interpersonal skills to establish effective communication channels with attorneys facing technological challenges, fostering trust and collaboration while delivering tailored solutions to meet their needs.
Education
Master of Business Administration - Data Analytics
Louisiana State University - Shreveport
05.2025
Bachelor of Science - Information Systems and Decision Sciences
Louisiana State University
05-2019
Skills
- Beginning Programming (C#, R, Python)
- Incident/ Change Management Support
- Data Visualization (Excel & R Studio)
- Technical Troubleshooting
- SQL (Basic to Intermediate)
- Root Cause Analysis
- SWOT Analysis
- Business Requirements Gathering
- Team collaboration with projects using SCRUM practices
- Understanding of Agile methodology
- Understanding of ITSM process
- Understanding of the CMDB (ServiceNow)
Certification
- Scrum Fundamentals Certified (SFC)
- Agile Foundations (Project Management Institute)
- SQL For Non-Programmers
Timeline
IT Service Desk Technician
Federal Reserve Bank of Richmond
06.2020 - Current
Technical Support Analyst
Thomson Reuters
09.2019 - 05.2020
Service Desk Analyst
Sparkhound
03.2019 - 07.2019
Technical Support Intern
Law Offices of Roberson & Roberson
08.2014 - 01.2019
Master of Business Administration - Data Analytics
Louisiana State University - Shreveport
Bachelor of Science - Information Systems and Decision Sciences
Louisiana State University
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