Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Nicholas Myrtle

MIDDLE RIVER,MD

Summary

Systems Analyst with over 15 years of experience. Success using technical expertise to drive business goals and metrics. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure the position. Ready to help team achieve company goals.

Overview

15
15
years of professional experience

Work History

Systems Analyst II

Oracle Hospitality
10.2014 - 11.2023
  • Enhanced system efficiency by identifying and resolving complex technical issues.
  • Streamlined processes for improved productivity through thorough systems analysis and optimization.
  • Collaborated with cross-functional teams to develop innovative solutions for business challenges.
  • Implemented strategic IT initiatives, contributing to overall company growth and success.
  • Conducted system analysis and implementation to maintain and improve computer systems.
  • Provided expert technical support, reducing system downtime and minimizing disruptions to daily operations.
  • Evaluated current systems and recommended improvements, ensuring optimal performance levels were maintained.
  • Managed multiple projects simultaneously, consistently meeting deadlines and budget constraints.
  • Mentored junior analysts on best practices in systems analysis techniques, contributing to their professional growth.
  • Resolved or escalated problem tickets to resolve user issues.
  • Resolved malfunctions with systems and programs through troubleshooting.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Defined and documented scope of projects for distribution to team.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Offered input for complex documents to support client-ready final versions.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Diagnosed, troubleshot and resolved network and system problems.
  • Provided client support on system operation and troubleshooting.
  • Established effective relationships with key stakeholders across departments to facilitate collaboration on critical projects.
  • Created detailed documentation for both internal reference and client-facing presentations, improving communication between stakeholders.
  • Conducted regular system audits to ensure compliance with security protocols and best practices.

Application Specialist

MICROS Systems Inc.
04.2012 - 10.2014
  • Enhanced user experience by streamlining software applications and addressing customer needs.
  • Developed customized solutions for clients, resulting in increased satisfaction and retention rates.
  • Implemented efficient processes to reduce application response times and improve overall performance.
  • Collaborated with cross-functional teams to design, develop, and launch new products and features.
  • Identified areas for improvement through rigorous testing and analysis of existing systems.
  • Resolved complex technical issues by performing thorough diagnostics and implementing effective solutions.
  • Optimized system functionality by conducting routine maintenance tasks, including software updates and bug fixes.
  • Assisted in the development of product documentation, creating easy-to-follow user guides and manuals.
  • Streamlined communication between departments by establishing clear channels for sharing information.
  • Reduced project timelines by effectively managing resources and prioritizing tasks based on urgency and importance.
  • Increased customer satisfaction ratings through prompt resolution of technical issues via phone, email, or onsite assistance.
  • Supported continuous improvement efforts through proactive identification of inefficiencies within internal workflows or processes.
  • Mentored junior team members in both technical skills development as well as adherence to company values and best practices.
  • Played a key role in successful system migrations while minimizing downtime or disruption to end-users'' daily operations.
  • Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
  • Tested and deployed scalable and highly available software products.
  • Translated technical concepts and information into terms parties could easily comprehend.
  • Tested functional compliance of company products.
  • Analyzed work to generate logic for new systems, procedures and tests.
  • Estimated work hours and tracked progress using Scrum methodology.
  • Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
  • Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
  • Tuned systems to boost performance.

Helpdesk Support Engineer II

MICROS Systems Inc.
04.2010 - 04.2012
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.
  • Streamlined helpdesk processes by creating detailed documentation and updating knowledge base articles.
  • Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
  • Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
  • Boosted end-user productivity through effective remote assistance using various tools such as TeamViewer, Remote Desktop, and VPN connections.
  • Ensured data security with regular system maintenance tasks including patching, updates, backups, and antivirus scans.
  • Coordinated with vendors for hardware/software upgrades or replacements when needed for optimal system functionality.
  • Proactively identified potential IT issues through routine audits of systems'' logs, alerts, and reports.
  • Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Monitored systems in operation and quickly troubleshot errors.
  • Connected to computer of client using remote link to install programs and applications.
  • Communicated with clients to verify roots and causes of computer problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.

Help Desk Support Specialist

MICROS Systems Inc.
09.2008 - 04.2010
  • Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
  • Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
  • Collaborated with IT team members to develop comprehensive solutions for complex problems.
  • Streamlined help desk operations for increased efficiency and improved response times.
  • Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
  • Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
  • Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
  • Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
  • Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
  • Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
  • Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Responded to inquiries by phone, email and walk-up requests.
  • Walked user through series of steps to determine problem and implement likely solution.
  • Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
  • Logged activities in tracking system to maintain accurate, timely records.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.
  • Monitored system performance to identify potential issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Education

MCP Certification - Information Technology

ComputerTraining.edu
Towson

High School Diploma -

Chesapeake High School
Baltimore, MD

Skills

  • End-User Support
  • System Upgrades
  • Requirements Gathering
  • Diagnostic Tools
  • Technical Documentation
  • Application Support
  • User Requirements
  • Change Management
  • Performance Tuning
  • Data Analysis
  • Cloud Computing
  • Project Management
  • Problem Solving
  • Information Security
  • Business Process Analysis
  • User Acceptance Testing
  • System Integration
  • Process Improvement
  • Agile Methodologies
  • Web Services
  • IT Infrastructure
  • Software Testing
  • Quality Assurance
  • Project Documentation
  • Product Development
  • Technical Analysis
  • Systems Analysis
  • System Maintenance

Accomplishments

    Eagle Scout (Highest honor in Boy Scouts)

Languages

English
Native or Bilingual

Timeline

Systems Analyst II

Oracle Hospitality
10.2014 - 11.2023

Application Specialist

MICROS Systems Inc.
04.2012 - 10.2014

Helpdesk Support Engineer II

MICROS Systems Inc.
04.2010 - 04.2012

Help Desk Support Specialist

MICROS Systems Inc.
09.2008 - 04.2010

MCP Certification - Information Technology

ComputerTraining.edu

High School Diploma -

Chesapeake High School

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Nicholas Myrtle