Summary
Overview
Work History
Education
Certification
Skills
Work Preference
Timeline
Karen West

Karen West

Sr. Application Analyst / Product Owner of OnBase
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

18
18
years of professional experience
1
1
Certification

Work History

Application Support Specialist / Vulnerability Security Specialist

First Citizens Bank
Raleigh, NC, 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.
  • 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 organizations.
  • Designed and implemented automated OnBase workflows to improve efficiency; monitored system processes and addressed errors.
  • Spearheading upgrades, configuration projects and establishing MCTO scan center to improve document retrieval by 90%.
  • Optimized existing systems by conducting thorough analyses and recommending cost-effective enhancements.
  • 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 construction sites, negotiating 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.
  • Analyzed performance metrics to identify trends and areas for improvement in support process.
  • Volunteered as subject matter expert to provide training to new hires and peers, resulting in more knowledgeable support team.
  • Installed and configured operating systems and applications.
  • Enhanced customer satisfaction by providing timely and accurate technical support to over 100 people as a one person IT Department.

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 1000+ off-site employees, resolving issues quickly without sacrificing job performance.

Education

Associate of Applied Science - Computer And Information Sciences

College of DuPage

Certification

  • HDI Support Center Analyst
  • OnBase Advanced System Administrator
  • OnBase System Administrator
  • OnBase Workflow Administrator

Skills

Customer Assistance

Problem Resolution

Customer Support

System monitoring

Software Installation

Network configuration

Security Protocols

Application support

Incident Management

Data Analysis

Hardware diagnostics

Compliance understanding

Backup Management

Status Reporting

Customer Education

Maintenance and troubleshooting

Technical Support

User Training

End-User Training

Server Management

API Integration

Application Development

Product Demonstrations

Hardware integration

Configuration Management

Testing activities

UAT support

Ticket management

New features development

Efficiency modifications

Customer-facing presentation skills

Training documentation development

Server maintenance

Software Debugging

System Analysis

Teamwork and Collaboration

Document configuration

Customer Service

Problem-Solving

Time Management

Attention to Detail

Problem-solving abilities

Microsoft Windows and Office

Multitasking

Remote Support

Help Desk Support

Troubleshooting Network Issues

Technical Troubleshooting

Hardware and Software Repair

Analytical Thinking

Customer service expert

Hardware Installation

Highly Professional

Goal Setting

System Upgrades

Risk Assessment

VPN Management

Device Installation

Agile Methodology

Written Communication

Adaptability

Continuous Improvement

Time management abilities

Work Preference

Work Type

Full Time

Location Preference

Remote

Important To Me

Career advancementCompany Culture

Timeline

Sr. Application Analyst / Product Owner of OnBase - Maricopa County
01.2019 - 01.2023
Senior Technical Support Analyst - CalPortland
01.2014 - 01.2019
IT Support Specialist - United States Postal Service
01.2007 - 01.2014
Application Support Specialist / Vulnerability Security Specialist - First Citizens Bank
1 2023 - Current
College of DuPage - Associate of Applied Science, Computer And Information Sciences

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Karen WestSr. Application Analyst / Product Owner of OnBase