Summary
Overview
Work History
Education
Skills
Training & Professional Development
Timeline
Generic

Dia D. Applewhite

Fort Worth,TX

Summary

Experienced business and systems analyst with [Number] years of IT experience with emphasis in [Area of expertise]. Demonstrated strengths include process analysis, technical troubleshooting, project leadership and communication skills.

Strong understanding of diverse business intelligence methodologies to improve workflow, productivity and reliability.


Experienced [Job Title] with over [Number] years of experience in [Industry]. Excellent reputation for resolving problems and improving customer satisfaction.

Enthusiastic [Job Title] eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of [Task] and training in [Skill]. Motivated to learn, grow and excel in [Industry].


Knowledgeable Systems Analyst with history of progressive leadership and project management. Gathers requirements, develops use cases and delivers key initiatives. Aligns teams and drive collaboration and cohesion to complete projects on time and within budget. Subject Matter Expert (SME) in [Area of expertise].


Overview

24
24
years of professional experience

Work History

Senior Systems Analyst

Dallas County Office Of Information Technology
Dallas, TX
02.2012 - Current
  • Utilized change management techniques to provide smooth transitions during new hardware and software introductions.
  • Identified areas of possible system improvement to enhance overall business performance, accounting for budgetary concerns and business goals.
  • Audited multi-system installations for conformance to business objectives, suggesting changes to meet performance thresholds.
  • Pinpointed cost-effective improvements to system [Type] and [Type] components for designated upgrades cycles.
  • Identified and resolved problems through root cause analysis and research.
  • Resolved or escalated problem tickets to resolve user issues.
  • Assessed, defined and document scope of projects.
  • Performed system analysis, documentation, testing, implementation and user support for platform transitions.
  • Gathered requirements and performed gap analysis through design workshops with users.
  • Established specifications and coordinated production with software programmers.
  • Supported system developers by creating system models, diagrams, and charts.
  • Detail-oriented Systems Analyst with [Number] years of experience diagnosing computer system inefficiencies and devising innovative solutions. Established authority on swift identification of IT deficiencies and accurate reporting to senior personnel for improvement. Team-oriented professional with inherently collaborative approach to project completion.
  • Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.
  • Trained junior personnel in [Area of expertise] during onboarding and through remedial education.
  • Developed and managed dashboards using Microsoft Power BI.
  • Developed and managed dashboards using [Technology resource].
  • Generated reports, updated spreadsheets and presented results.
  • Maintained proficiency with latest database technologies.
  • Directed implementation of new business intelligence tools, selecting appropriate solutions and aiding in corresponding onboarding processes.
  • Planned, designed and implemented diverse business intelligence solutions.
  • Designed customized data collection models for specific visualization tasks.
  • Developed intelligence-sharing dashboards, providing company-wide access to collected data.
  • Wrote and optimized SQL statements to assist business intelligence practices.
  • Oversaw database upgrade, backup, recovery and migration.
  • Collaborated with [Job Title] to prepare targeted documentation, specifications and resources to analyze business data.
  • Responded to specific BI requests from [Type] personnel, creating data packets with requested information in easily understandable formats.
  • Improved data gathering, analysis and visualization procedures with strategic optimizations.
  • Automated BI reports for secure virtual server environment.
  • Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Reported regularly to managers on project budget, progress and technical problems.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Assigned projects and responsibilities to staff, fostering sense of ownership and accountability while providing development opportunities.
  • Monitored program compliance by following up on assignments to drive execution.

Technical Analyst/Trainer

Dallas County Office Of Information Technology
Dallas, TX, Texas
08.2009 - 02.2012
  • Authored technical requirement documentation to suit business goals and technological limits.
  • Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
  • Performed quality assurance and quality control assessments of support ticket fulfillment.
  • Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
  • Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
  • Communicated project status to stakeholders, authoring reports to provide up-to-date overviews of ongoing progress.
  • Diagnosed software issues and applied troubleshooting techniques to resolve problems.
  • Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
  • Assessed business requirements and recommended technical products and solutions to meet needs.
  • Carried out day-day-day duties accurately and efficiently.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Tested software applications and systems to identify enhancement opportunities.
  • Mapped data between source systems and warehouses.
  • Cooperated fully with product owners and enterprise architects to understand requirements.
  • Prepared statistical analysis plans and provided statistical interpretation for graphs, tables and charts.
  • Manipulated, transformed and analyzed data by reviewing computer reports, printouts and performance indicators.
  • Developed integrated spreadsheet and database templates for accumulating, formatting and organizing program data and presented findings to management.
  • Evaluated reliability of source information by weighing raw data to make data easier to interpret.
  • Checked source data to verify completeness and accuracy, addressing incomplete or missing data fields to streamline application of analytic scripts.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Developed and maintained courteous and effective working relationships.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
  • Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Coordinated [Type] projects, defined scope, and managed milestones.
  • Reviewed files, records and other documents to obtain business information and key data informing responses to development requests.
  • Mapped current business and operational processes and recommended areas for improvement.

Product Support Specialist Lead

Volt Information Services
Addison, TX
03.2009 - 08.2009
  • Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
  • Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
  • Managed and prioritized multiple projects simultaneously, worked independently and drove results.
  • Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
  • Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Upsold products and services to increase company revenue by [Number]% beyond [Timeframe] targets.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.

Senior Programmer

Walmart Information Systems Division
Bentonville, AR
06.2005 - 12.2008
  • Analyzed and designed relational databases using [Software].
  • Worked closely with clients to establish specifications and system designs.
  • Performed regression and system-level testing to verify software quality and function prior to release.
  • Assessed costs and risks associated with developing new features and products.
  • Built, tested and deployed scalable, highly available and modular software products.
  • Trained and managed team of developers and discussed issues in order to provide resolution and apply best practices.
  • Directed software design and development across multifaceted team to meet client needs for functionality, timeline and performance.
  • Wrote highly maintainable, solid code for software system, forming core framework and earning consistent praise from subsequent developers since initial version.
  • Authored code fixes and enhancements for inclusion in future code releases and patches.
  • Reviewed and approved engineering, product and project scope documents prior to delivery.
  • Collaborated with product management to design, build and test systems.
  • Designed intuitive graphical user interfaces using knowledge of serial communications and database design to improve user experience.
  • Documented technical workflows and knowledge in private wiki for education of newly hired employees.
  • Designed and developed reports using SQL server reporting services.

Technical Graduate Assistant

Texas Southern University Dept Of Computer Science
Houston, TX
08.2000 - 05.2005
  • Analyzed acquired information and presented to professors.
  • Researched information regarding [Area of research] to assist professors with academic pursuits.
  • Assisted faculty members with data collection for potential academic publications.
  • Directed students in performing and completing assigned tasks.
  • Planned and installed Windows 2000 Advanced Server network on LAN servicing 25 client workstations. Set up Dynamic Host Configuration Protocol, activate directory user accounts, establish client workstation connectivity to the domain and install software onto the machines.
  • Assisted senior staff with installation of software on the servers to push down to the student’s profiles.
  • Tutored students to become proficient in C and C++ in a UNIX environment and in MS Office Suite 2000, resulting in a 90% of students passing all examinations with a grade of B or better.
  • Utilized Par Score application for windows to grade student scantron tests. Ensured accuracy of standard grading system.

Technical Support Representative

Convergys Corporation
Houston, TX
07.2002 - 09.2002
  • 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.
  • Translated complex technical issues into digestible language for non-technical users.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Submitted service tickets for equipment maintenance requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
  • Provided technical support for over 20,000+ DSL customers, which ensured the proper dispatch of technicians to customers’ home for equipment testing.
  • Consulted staff members on methods of troubleshooting DSL issues that resulted in proper diagnoses of DSL line problems verses computer problems.
  • Implemented a method of escalation for resolvable issues. Refinement of criteria for tickets being escalated to 2nd level support which resulted in customer satisfaction rate increasing by 5%.

Education

Bachelor of Science - Computer Science

Texas Southern University
Houston, TX

Skills

  • Business Requirements Documents (BRDs)
  • Scrum Methodology
  • Training Junior Team Members
  • System Design and Implementation
  • Atlassian JIRA
  • System Integration Testing
  • Agile Principles
  • Software Application Testing
  • PC Installation
  • BMC Remedy
  • Microsoft CRM
  • Team Member Development
  • Bourne Shell
  • Active Learning
  • Bug Fixes
  • Client Relationships
  • UNIX Shell Scripting
  • System Administration
  • Database Architecture
  • Software and Hardware Implementation
  • Production Work
  • Business Software Applications
  • Best Practices and Standards
  • Business Processes and Procedures
  • Requirements Elicitation
  • Data Profiling
  • Windows NT
  • Customer Satisfaction
  • Exam Proctoring
  • Team Meetings
  • Technical Leadership
  • Test Plans and Cases
  • MS SQL Server 2000
  • Business Intelligence Data Modeling
  • RDMS Development and SQL
  • Programming Languages: Java, C#, Net, Python
  • Organization and Time Management
  • SQL Server Integration Services (SSIS)
  • Data Lakes
  • Data Gathering
  • Object-Oriented Programming (OOP)
  • SQL Server Database
  • Extraction Transformation and Loading (ETL)
  • Software Testing and Validation
  • Report Development
  • Dashboard Development
  • Agile Framework
  • Requirements Specifications
  • Team Support
  • Data Warehousing and Analytics

Training & Professional Development

Odyssey Administration

Data Analysis

Microsoft System Center Operations Manager 2012

Microsoft BizTalk Server 2010

Microsoft SQL Server 2008 Administration

Microsoft SQL Server Reporting Services

Microsoft SQL Server Integration Services

Microsoft SQL Server Analysis Services

OnBase System Administration

OnBase Advanced System Administration

OnBase Workflow Design

OnBase Workflow Administration

Microsoft Power Platform

Timeline

Senior Systems Analyst

Dallas County Office Of Information Technology
02.2012 - Current

Technical Analyst/Trainer

Dallas County Office Of Information Technology
08.2009 - 02.2012

Product Support Specialist Lead

Volt Information Services
03.2009 - 08.2009

Senior Programmer

Walmart Information Systems Division
06.2005 - 12.2008

Technical Support Representative

Convergys Corporation
07.2002 - 09.2002

Technical Graduate Assistant

Texas Southern University Dept Of Computer Science
08.2000 - 05.2005

Bachelor of Science - Computer Science

Texas Southern University

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Dia D. Applewhite