Melanie Rao
Philadelphia,PA
Summary
Analytical Application Analyst, skilled in driving efficiency and productivity through development, delivery and support of strategic plans. Dedicated to creating and delivering initiatives to guide organizational navigation of modern technology. Proven history of successfully translating technical requirements into business solutions. Strong proficiency in various applications with passion for utilizing excellent communication to foster company rapport. Having increased user functionality by 50% and enforced workflow by 80% within a 6-month time span, I am committed to going above and beyond in helping your company achieve its advancement goals at a rapid pace.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Application Analyst
Hospital of the University of Pennsylvania (Penn Medicine)
Philadelphia, PA
05.2023 - Current
- Successfully designed, configured, tested, and implemented various application solutions by interpreting and analyzing complex workflow/system requirements.
- Ensured high-quality build and configuration by defining system requirements and developing logical data models according to best practices that support maintenance efforts while preserving data integrity
- Developed and managed application documentation to establish guidelines for configuring enhancements in the applications
- Collaborated with developers, testers, analysts, vendors, and other stakeholders throughout the development lifecycle.
- Developed departmental standards for change control, ensuring accurate data tracking and monitoring of change processes through maintenance of current protocols and reporting any issues to relevant staff.
- Delivered professional services and consulted with key client stakeholders/cross-functional team members to gather and interpret documented build requirements for implementation projects
IT Analyst II/Service Coordinator/QA
Hospital of the University of Pennsylvania (Penn Medicine)
Philadelphia, PA
09.2018 - 05.2023
- Took charge of the quality assurance team, implementing OneNote resolution scripts to ensure consistent quality control across all IT departments. Produced weekly ticket reports, organized monthly educational sessions, managed 600-1000 daily incoming tickets, and conducted comprehensive training for newly hired IT analysts.
- Spearheaded and achieved an impressive increase in ticket routing success rate from 40% to 80%
- Provided technical assistance to internal and external stakeholders by offering support in areas such as remote access troubleshooting email configuration/management , account maintenance/upkeep, usage of Epic charting application as well conducting VMWare sessions together resolving hardware/software failures or concerns coming from vendors simultaneously guiding them about any need requiring engagement with third-party.
- Provided advanced support to tier 2 teams for resolving critical requests and efficiently handled executive-directed initiatives.
IT Analyst (Contractor for Vencore)
DecisionOne/InSource
Wayne, PA
10.2017 - 10.2018
- Enhanced user experience by resolving problems related to password resets/account sign-ons, VPN/network connections, software/hardware troubleshooting, and escalations.
- Ensured regular correspondence with multiple executives, including the CIO and DHS employees, to discuss updates on security policy.
- Managed high call volumes, ensuring fast handling time, effective ticket processing, and prompt escalation of issues
- Assisted in the utilization of various systems including Active Directory, Service Manager, OneNote, Microsoft Office 2010 and 2016, Teams (Skype), Windows 7 and 10, Outlook, Sharepoint, VM Viewware Horizon Client, RSA multi-factor authentication,
Education
MBA - Business Administration And Management
West Chester University
05-2025
Bachelor of Science - Data Analytics
Southern New Hampshire University
01-2023
Associate of Science - Computer Science
Delaware County Community College
01-2021
Associate of Science - Business Administration
Delaware County Community College
01-2021
Skills
- Leadership
- Management
- Organizational Skills
- Fast Retention
- Remote/Hybrid/Onsite Experience
- Complex Problem-Solving/Decision Making
- Teamwork/Training
- Incident Management/Reliability
- Project Management/Time Management/Multi-Tasking
- Business Analysis/Process Improvement
- Microsoft Office
- Active Directory/System Administration
- Information Security/HIPPA
- HTML5
- CSS
- Java
- Python
- C
Certification
- Security Pro, Testout, 2022
- Professional Certificate in Network Engineering, Delaware County Community College, 2014, 2021
Timeline
Application Analyst
Hospital of the University of Pennsylvania (Penn Medicine)
05.2023 - Current
IT Analyst II/Service Coordinator/QA
Hospital of the University of Pennsylvania (Penn Medicine)
09.2018 - 05.2023
IT Analyst (Contractor for Vencore)
DecisionOne/InSource
10.2017 - 10.2018
MBA - Business Administration And Management
West Chester University
Bachelor of Science - Data Analytics
Southern New Hampshire University
Associate of Science - Computer Science
Delaware County Community College
Associate of Science - Business Administration
Delaware County Community College
- Security Pro, Testout, 2022
- Professional Certificate in Network Engineering, Delaware County Community College, 2014, 2021
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