Kiara Crews

Experienced Application Support Analyst with a proven ability to resolve complex software issues, enhance user experience, and drive operational efficiency through data-driven solutions and ITSM best practices. Skilled in using SQL, ServiceNow, and other technologies to deliver high-impact support and optimize system performance.

• Support enterprise application ecosystems by analyzing system behavior, validating integrations, and optimizing workflows to improve reliability and user experience.
• Utilize SQL and ServiceNow reporting to identify performance issues, automate tracking metrics, and implement long-term solutions that enhance system availability.
• Diagnosed and resolved application issues within Volvo in-house apps, developing tailored solutions that cut incident volume by 30%, improved resolution speed by 24% and drove improvements to business-critical processes.
• Collaborated with cross-functional teams and business stakeholders to align technical deliverables with organizational goals, and support the successful execution of strategic initiatives.
• Apply ITIL principles to refine incident and change management processes, reducing resolution time, and improving system documentation accuracy.
• Experienced in writing technical guides, maintaining knowledge bases, and contributing to the development of SOPs, and IT support documentation that increased KB utilization by 68%.

System and Data Analyst skilled in improving platform performance, translating business needs into actionable solutions, and delivering data-driven insights. Experienced in ServiceNow configuration, Agile collaboration, and full-cycle testing. Proficient in SQL, Tableau, and Power BI to analyze system performance and support strategic decision-making.

• Analyzed and documented system interfaces to enhance integration and functionality, improving cross-system data flow by 25% and ensuring 100% alignment with client and stakeholder specifications.
• Developed strategic system enhancements to improve performance and user satisfaction, focusing on continuous product improvement.
• Completed an 80+ hour comprehensive ServiceNow reskilling program focused on mastering platform functionalities, including coursework, case studies, and a hands-on project.
• Configured custom applications using form configuration, scripting, and portal design, resulting in improved customer feedback response time and satisfaction ratings. Collaborated in an Agile team to establish a project plan and define roles, enhancing cross-functional team dynamics and project execution.
• Reduced system downtime by 35% through proactive monitoring, issue resolution, and implementation of scalable support processes across enterprise platforms.
• Translated business needs and functional requirements into clear user stories, mockups, and prototypes to guide development and ensure alignment with stakeholder expectations.
• Define test objectives, develop and execute test plans and cases—including regression testing—and coordinate User Acceptance Testing (UAT) with business stakeholders, ensuring Project Managers and Scrum Masters are kept informed of progress and outcomes.
• Utilized SQL, Tableau, and Power BI to perform system performance analysis, while deriving actionable insights from complex data to inform and enhance strategic decision-making.

Detail-oriented Information Technology/Computer Support Specialist with hands-on experience delivering comprehensive technical support, executing hardware repairs, and driving process improvements across IT operations.

• Delivered comprehensive training sessions for new apprentices, enhancing their skills in the configuration and maintenance of computing equipment, and optimizing the onboarding process.
• Analyzed and resolved complex technical issues, contributing to improved system reliability and functionality.
• Implemented new inventory and support ticket management software, resulting in a 63% increase in intake process speed, and a 43% reduction in follow-up troubleshooting needs.
• Communicated technical issues and solutions to technical and non-technical management, customers, etc.
• Conducted routine audits of the ticketing system to ensure data quality, identify recurring issues, and recommend process improvements.
• Engaged with business stakeholders to align IT deliverables with organizational goals, foster collaboration, and ensure the successful execution of key initiatives.
• Developed and implemented automation solutions to replace manual processes, drive significant reductions in operational workload by 30%, and accelerate response times for key processes enabling apprentices to reallocate 5+ hours/week to higher-value work.
• Skilled in troubleshooting hardware and software issues, managing service requests, and supporting users in fast-paced, dynamic environments with patience, and professionalism.