LAURA STRICKLAND
Bremerton,WA
Summary
Experienced Business Systems Analyst with over 25 years working with DoD applications in customer service and training roles. Enhanced service desk efficiency through quality assurance processes and effective mentoring, leading to improved ticket resolution times. Collaborated with cross-functional teams to analyze incident trends, resulting in higher customer satisfaction across a global user base. Committed to delivering mission-critical support and maintaining robust customer relationships across diverse user communities.
Overview
19
19
years of professional experience
Work History
Senior Business Systems Analyst III
CACI
Remote, WA
2025.10 - Current
- Provided Tier II Service Desk support for MSC AWS Cloud based Business Systems.
- Resolved complex incidents and service requests while maintaining compliance with established service level requirements.
- Managed Tier II service desk queues, prioritizing and assigning incident, service request, and change request tickets to enhance response times.
- Conducted quality assurance reviews of resolved tickets, ensuring compliance with service desk standards and improving overall ticket handling.
- Analyzed ticket classification trends, collaborating with staff to enhance ticket quality and consistency in resolution processes.
- Worked closely with product owners, trainers, and technical teams to facilitate rapid issue resolution and functional workarounds.
- Maintained strong customer relationships while supporting operational needs across a global user community.
- Military Sealift Command (MSC)
Business Systems Analyst III
CACI
2014.01 - 2025.10
- Acted as Military Sealift Command's Functional Lead and Subject Matter Expert (SME) for the Procurement Desktop-Defense (PD2) Standard Procurement System (SPS) until its decommissioning.
- Led troubleshooting and resolution of complex functional issues impacting procurement and financial operations.
- Provided Tier II customer support for Procurement Desktop-Defense (PD2), and SPS related legacy application business systems (FPDS-NG, ERP, HRMS, PIEE, AMS).
- Monitored service levels and conducted quality assurance reviews, ensuring compliance with contractual performance metrics and enhancing service reliability.
- Communicated system upgrades, release changes, and business rule modifications to support teams and end users.
- Developed and maintained Standard Operating Procedures (SOPs), knowledge articles, release notes, and user documentation.
- Tracked eBizBlasts created by MSC's leadership in order to disseminate to the Tier II team to provide seamless support with real-time business rules and remain compliant with Policy.
- Conducted instructor-led, virtual training sessions using Microsoft Teams and other collaboration platforms.
- Mentored service desk personnel to improve ticket quality, troubleshooting effectiveness, and customer service performance.
- Identified trends through ticket analysis and training evaluations, recommending process improvements that strengthened service delivery and support effectiveness.
- Participated in stakeholder meetings representing SPS and Tier II support operations.
- Supported the MSC Sybase DBA with the ERP integration and monitored integration failures to ensure timely issue resolution.
- Facilitated continuous service improvement initiatives, driving enhancements across the Business IT Support Services (BITSS) organization.
Business Systems Analyst II
CACI
Remote, WA
2010.07 - 2014.01
- Delivered exceptional remote functional customer support for Military Sealift Command's (MSC) Financial Management System (FMS) and Procurement Desktop-Defense (PD2) end-users.
- Managed incident resolution for contract creation, modifications, procurement workflows, and application administration to ensure timely support for end-users.
- Investigated and resolved customer issues in accordance with ITIL practices, Service Level Agreements, and MSC business processes.
- Utilized Remedy Service Management Suite to document, track, and manage incidents and service requests.
- Supported FMS database activities for troubleshooting, document routing, and workflow management, facilitating efficient operations.
- Monitored webMethods Trading Network Console to identify and resolve SPS-FMS integration issues, enhancing system reliability.
- Ensured compliance with all required security, access control, and information assurance requirements.
Business Systems Analyst
CACI
PSNS, WA
2007.06 - 2010.07
- Acted as the primary trainer and customer support liaison for NAVSUP sites.
- Provided onsite and remote customer support for NAVSUP (Naval Supply Command) end-users, within the Procurement Desktop-Defense (PD2) application.
- Delivered in-person and virtual training sessions for new and refresher users of Procurement Desktop-Defense (PD2) across Hawaii, Guam, and Dubai.
- Supported project management initiatives including communications planning, risk identification, and implementation activities.
- Assisted in system configuration, security administration, and testing, while also contributing to reporting and documentation efforts.
- Developed user guides, business process documentation, and weekly status reports.
- Participated in system release testing and provided implementation support, ensuring smooth transitions for end-users.
Education
Bachelor of Arts - Communications
Saint Mary's College
Notre Dame, IN1994-06
Skills
- Customer Support
- Service Desk Operations
- Incident & Problem Management
- End User Training
- Quality Assurance
- Effective communication
- Team collaboration
Timeline
Senior Business Systems Analyst III
CACI
2025.10 - Current
Business Systems Analyst III
CACI
2014.01 - 2025.10
Business Systems Analyst II
CACI
2010.07 - 2014.01
Business Systems Analyst
CACI
2007.06 - 2010.07
Bachelor of Arts - Communications
Saint Mary's College