Summary

Overview

Work History

Education

Skills

Certification

Software

Timeline

Karen West

IT Specialist, Vulnerability Security Specialist, OnBase Administrator

Surprise,AZ

Summary

Client-facing Application Support Specialist with extensive understanding of root causes for issues and appropriate solutions to problems. Purpose-driven professional with record as strong team player. Methodical OnBase Administrator accomplished working with both internal and external vendors to support and implement applications using standard tools and frameworks. In-depth knowledge of network administration, technical testing and back-end applications. Strong troubleshooting, analytical and communication skills.

Overview

years of professional experience

Certifications

Work History

Application Support Specialist / Vulnerability Security Specialist

First Citizens Bank

Raleigh, NC

1 2023 - Current

Managed server migration and system upgrades for OnBase and Lockbox.
Collaborated with IT to ensure rigorous testing and coordinated user acceptance testing to guarantee system functionality.
Provided Level 2 technical support, performed root cause analysis, and resolved complex issues across technology solutions.
Directed execution and remediation of system security vulnerabilities, managing change processes and IT governance requests.
Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance
Played key role in major system migrations by providing hands-on technical assistance throughout planning and execution phases

Sr. Application Analyst / Product Owner of OnBase

Maricopa County

Phoenix, AZ

01.2019 - 01.2023

Led enterprise content management projects, enhancing workflow and content management strategies across organization.
Designed and implemented automated OnBase workflows to improve efficiency; monitored system processes and addressed errors
Spearheading upgrade and configuration projects and establishing MCTO scan center to improve document retrieval by 90%.
Coordinated with vendor partners on application development projects, ensuring seamless integration with existing systems infrastructure
Enhanced user experience for clients through regular updates and maintenance of applications

Senior Technical Support Analyst

CalPortland

Phoenix, AZ

01.2014 - 01.2019

Served as project manager for new site constructions, negotiating internet contracts to ensure optimal terms.
Conducted comprehensive project communications and managed network, software, and management team interactions.
Supported and maintained network hardware and mobile devices, and managed user access via Active Directory for over 9 different locations.
Streamlined support processes for increased efficiency and faster resolution times.
Volunteered as subject matter expert to provide training to new hires and peers, resulting in more knowledgeable support team.
Collaborated with cross-functional teams to identify and resolve complex technical issues.

IT Support Specialist

United States Postal Service

Eagan, MN

01.2007 - 01.2014

Delivered extensive technical support, ensuring reliability of software, network systems, and hardware across within the organization.
Administered quality and accuracy tests, maintained detailed documentation, and managed software updates and beta testing.
Maintained documentation of IT systems, processes, and procedures for easy reference for team members.
Reduced downtime with effective troubleshooting and timely problem resolution.
Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.

Education

Associate of Applied Science - Computer And Information Sciences

College of DuPage

Glen Ellyn, IL

01.1988 - 01.1990

Skills

Software Installation

Technical Troubleshooting

Customer Support

Application Development

Testing activities

Database Administration

End-User Training

Maintenance and troubleshooting

Data Analysis

Incident Management

System monitoring