Summary
Skills
Work History
Education
Affiliations
Languages
Overview
Generic

Julissa Vasquez

IT Business Analyst
San Antonio,TX

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Skills

  • Information Security
  • System Architecture
  • Performance Optimization
  • IT Performance Reports
  • Data Analysis
  • Risk Assessment
  • Calm Under Pressure
  • Active Listening
  • Good Telephone Etiquette
  • Analytical Thinking
  • Public Speaking
  • Data Entry
  • Verbal Communication
  • Task Prioritization

Work History

Identity Access Management/Enterprise Security Group/IT Analyst

HCL America
San Antonio
11.2018 - Current
  • Analyzes security access for enterprise applications to help automate semi-annual access reviews
  • Created and maintains Service Now dashboards and reports for real time information analysis of team
  • Initiates efforts to standardize security groups with standardized and descriptive definitions
  • Guides and assists business/application owners, and IT support teams, during annual recertification of Internal Control Financial Review (ICFR) applications that have been identified as part of USAA's Financial Statement Audit (FSA)
  • Conducts annual recertification of FSA applications to ensure clients meet min Federal requirements
  • Supports business and/or application owner to define enterprise requirements to ensure application eligibility
  • Lead analyst, works w/o supervision; meets deadlines, enables others to meet suspense
  • Sets up/coordinates ad hoc meetings to help meet business needs; mediates technical solutions between vendor and client when required
  • Prioritizes workload for Application Onboarding Team using Service Now reporting tools
  • Utilizes Security Catalog and Oracle Business Intelligence tools to analyze validity of security groups and existing business requirements
  • Evaluates business needs and reviews system requirements for accuracy; translates data between business users and technical developers
  • Collaborates with internal stakeholders to understand business needs and opportunities specifically related to application/IT platform solutions
  • Provides intermediate to complex analysis, supporting planning and implementation of systems and upgrades, and process changes
  • Participates in analyzing and documenting business requirements for application/IT platform and data systems, including testing and implementation of new systems or changes to current system as required to meet contractual needs and improve processes
  • Reviews new or upgraded application functionality with business partners (including training) to help them prepare appropriate training and procedures updates for their teams
  • Performs and may coordinate business and application/IT platform support; analyzes discrepancies and system failures
  • Facilitates and performs resolution activities to minimize business impact and avoid future exposure; informs team leadership and business partners of business implications associated with those events and develops recommendations to mitigate future impact
  • Maintains proficient understanding of business processes, supporting applications/IT platform, and strategic direction
  • Collaborates and exchanges information with team members, stakeholders, and information services to ensure dependencies, risks, and opportunities are identified.

Work at Home (WAH) Request/Fulfillment Processor/IT Analyst/QC Tech

HCL America
San Antonio
07.2015 - 10.2018
  • Managed incidents for WAH representatives; coordinated with Remote Support Team and Enterprise Service Desk to return employee to service
  • Escalated trends to Client Computing IT Teams when apps/software failed
  • Augmented shipping effort for WAH equipment; palletized/wrapped and transported via pallet jacks to loading docks for FEDEX pickup
  • Shipped mass number of devices for WAH deliveries through FEDEX software
  • Staged and allocated WAH devices with base loads and business profile for WAH employees
  • Performed 100% quality checks on equipment to ensure minimal downtime during transition
  • Processed tasks via Service Now; generated reports to track tasks completion and shipment
  • Processed all work at home candidates and successfully implemented tasks to appropriate IT teams; able to interface with client's management levels to provide equipment process status
  • Business Augmentee - vital member of change management process conversion from VMware Service Manager version 9.1 to Service Now Geneva
  • Collaborated with Client Computing and business owners to validate areas of improvement
  • Earnestly mediated/replied to all emails between business & IT (offshore and nearshore)
  • Processed/managed over 800 Service Manager requests in 4 months: +2100 in 2016
  • Prioritized medical job accommodation requests to ensure compliance with accelerated 2-week service level agreements; coordinated with all IT teams involved in process which guaranteed equipment builds
  • Focused on exceptional customer service; mediated internet service provider and equipment status inquiries; bridged gaps between business managers and employees
  • Investigated Service Now tasks to trace WAH request history and team progress/setbacks
  • Completed submissions for all WAH hardware configuration of client routers through NLyte
  • Integral part of ensuring client's statuses were identified in deployment tracker for USAA's Sharepoint site and equipment delivery schedule
  • Facilitated communication between IT and WAH Enterprise Team; identified areas of improvement; contributed to process flow improvement
  • Initiated team building within WAH Program by networking with Safety, ISP, Parking Reservations, Relocations, Hardware Provisioning, and Virtual Machine Teams ensuring smooth transition from office to home; reviewed processes to alleviate bottlenecks in process
  • Assisted team w/staging & breakdown of equipment; ensured asset inventory remained intact
  • Self – starter obtained electric cart license to assist equipment team; augmented Quality Control and phone configurations
  • Delivered/received IT kits at loading dock during equipment team's absence.

Point of Sales/Desktop Support/System Administrator

Y&L Consulting
San Antonio
11.2014 - 05.2015
  • Ensured all OS and Point of Sale (POS) software is functioning as designed
  • Fielded support calls ranging from POS issues/general POS sales training to supporting Davis Vision corporate office, Distribution Center, Lab Personnel & Applications
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
  • Entered accurate customer information, problem descriptions and call details into corporate ticketing system
  • Remotely encrypted Windows Server 2003, 2008 & 2012 using McAfee, Symantec & Bitblocker to avoid health data breaches
  • Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
  • Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Completed desktop support functions as required by Tier 1 and corporate headquarters requirements using Microsoft System Center 2012 R2 Service Manager SCM (Service Manager Console) and standard operating procedures
  • Troubleshot and identified network configuration and/or client access problems remotely and forwarded to Tier 2 when appropriate.

Messaging/Global Onboarding Analyst

Randstad Technologies
San Antonio
02.2013 - 10.2014
  • Global customer service rep analyzed daily average of 78 Citibank's onboarding automation failures
  • Investigated and fixed tasks that fail due to server performance
  • Restarted automation and ensured expedient/accurate resolution
  • Created incidents/tickets with Service Now 2.0 software and coordinated fix solutions with global help desk technicians
  • Provided exceptional call support to internal customers on a rotational basis, supported Tier 2 function & advised T1 helpdesk techs with troubleshooting MS Outlook issues
  • Proficient navigator of ResolveIT 4.0, Service Now 2.0, & Remedy 6.0 ticketing system, filters, exports, & advanced searches
  • Implemented trend analysis when automation failures peaked, coordinates with production teams and/or server management teams
  • Executed messaging orders to increases/decreases storage, adds/removes restrictions, modified out of office replies, public folder/distribution lists owner name, member send As rights, hide/unhide mailbox items, created DL/PF/shared /user mailboxes using EMC, AD, Voyager, MSE Mgmt Shell, and Configuration Mgmt Tools found in MSE Toolbox (PFMC, PFDAVAdmin)
  • Used Remote Desktop Connection to connect to Exchange Management Consoles 2007/2010, & Exchange Management Shell
  • Provided Active Directory account management by adding/removing group assignments by scripting in PowerShell
  • Utilized MS Exchange PowerShell scripts in day to day operations to automate monitoring/modifications of Exchange sub-systems and simplifying random daily tasks
  • Operated Microsoft Management Console to manage Public Folder Management Console Public Folder Administrator, and to access Active Directory Domains and Trusts
  • Utilized Spanish and English via instant messaging, electronic mail and/or telephone in support of global onboarding; single point of contact for Citibank until IBM's offshore team received contract to work.
  • Identified trends and patterns in large datasets, leading to actionable insights for business growth.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Conducted regular reviews of operations and identified areas for improvement.

Client Systems

UNITED STATES AIR FORCE
Washington, DC
08.2009 - 03.2012
  • Provided communication expertise to deploy, sustain, troubleshoot, and repair standard and secure voice, data, video network, radio, TV and cryptographic client devices in fixed and deployed environments in support of presidential nuclear weapon warning, air line no-fly zone warning and missile launch detection
  • Provided information technology support functions, disaster recovery plans, and maintenance oversight of space communication systems in support of NMCC Deputy Director of Operations
  • Investigated, troubleshot, assessed, coordinated and reported impact on military and commercial Emergency Actions systems faults and user operating systems
  • Expert technician; ensured integrity of communication systems for Emergency Action Operations.

Enterprise Service Desk

UNITED STATES AIR FORCE
Lackland AFB
09.2002 - 08.2009
  • Provided technical advice/solutions; expeditiously escalated transfer to Tier II and pacified difficult customers
  • Implemented service restoral plans according to matrices and verified service restoral to customers
  • Monitored and tracked Help Desk Automated Call Distributor software
  • Categorized and isolated network problems
  • Processed trouble calls and coordinated problem resolution using Remedy Trouble Ticketing System
  • Monitored Help Desk e-mail accounts & coordinated tasks to higher headquarters
  • Processed and coordinated scheduled network and equipment outages
  • Managed in/out processing of all assigned personnel, SF 312, SFs 86, Security Awareness Trng & Ed
  • Managed Joint Personnel Adjudication System (JPAS) rosters; coordinated SIFs w/AFCAF
  • Identified mismatched clearances on unit personnel manning roster and outdated clearances
  • Processed/managed security clearance packages for personnel; eliminated lapse in clearances & errors
  • Developed and implemented operating instruction for special compartmented information facility
  • Generated weekly security slide with unit statistics for government leadership
  • Experienced with DoD 5200.1R, DoD 5200.2R and JPAS.
  • Boosted first-call resolution rates with thorough problem analysis and efficient troubleshooting techniques
  • Collaborated with team members to drive continuous improvement of service desk operations, resulting in increased productivity
  • Managed high-priority incidents, ensuring timely resolution and minimal business impact
  • Delivered exceptional customer support through clear communication, empathy, and active listening skills
  • Served as a key resource for junior technicians, providing mentorship and guidance on complex technical matters
  • Coordinated effectively with cross-functional teams to address systemic issues affecting multiple departments or business units
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
  • Engaged in user support interactions via telephone, chat and email platforms
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
  • Diagnosed and troubleshot hardware, software and network issues
  • Configured hardware, devices, and software to set up work stations for employees

Protocol Officer/Executive Assistant/System Administrator

UNITED STATES AIR FORCE
Lackland AFB
01.1999 - 07.2002
  • Provided assistance to users; categorized and isolated network problems according to matrices
  • Records manager, updated file plans, filed, disposed, archived, and staged records for 8 offices of record
  • Reviewed/edited official correspondence to include policy and informational memorandums
  • Managed correspondence to include daily filing, disposition, and archiving
  • Utilized, safeguarded and destroyed communication security documents as prescribed by Federal Regulations
  • Maintained unit commander's schedule, meetings, incoming calls, mail, and correspondence
  • Installed, configured and upgraded software, antivirus signature files and security patches
  • Skillful system administrator; directed migration upgrade of Windows operating system
  • Managed Active Directory to unlocked/reset acct passwords, posted/managed data on SharePoint Portal
  • Utilized Remedy Trouble Ticketing System to initiate and track trouble tickets
  • Ran queries using Crystal Reports to find trends/solutions to common trouble calls
  • Ran UNIX scripts to perform tape backups
  • Inventoried, managed, prepared and/or coordinated repair on communications equipment to include, copier, scanner, facsimile, and phones.
  • Enhanced diplomatic relations by coordinating high-level visits and hosting foreign dignitaries
  • Ensured protocol compliance during official events, maintaining a professional atmosphere conducive to successful discussions
  • Facilitated smooth interactions between high-ranking officials by providing language interpretation services when necessary
  • Organized state dinners, receptions, and other ceremonies that showcased the host country''s culture and values in a positive light
  • Conducted research on foreign customs and practices, allowing for culturally appropriate planning and execution of events
  • Handled sensitive information with discretion, maintaining confidentiality when dealing with matters of national importance
  • Coordinated travel itineraries for visiting delegations, balancing competing priorities while adhering to strict deadlines
  • Provided guidance to event staff on proper etiquette during formal occasions, ensuring seamless interactions among attendees
  • Reviewed invitations from foreign governments or organizations to determine appropriateness based on established guidelines before forwarding them up the chain of command
  • Created and maintained a database of contact information for foreign dignitaries, ensuring accurate and up-to-date records for easy reference
  • Optimized customer experience by delivering superior services and effectively managing itinerary timeline
  • Helped meet changing demands by recommending improvements to business systems or procedures
  • Streamlined executive communication by managing emails, phone calls, and scheduling appointments
  • Prepared and edited presentations on behalf of executives for both internal meetings and external conferences
  • Collaborated on special projects to improve overall business operations within the organization efficiently
  • Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties
  • Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time
  • Answered high volume of phone calls and email inquiries
  • Screened calls and emails and responded accordingly to support executive correspondence
  • Filed paperwork and organized computer-based information
  • Worked with senior management to initiate new projects and assist in various processes
  • Managed mail and both incoming and outgoing correspondence, mail, email and faxes
  • Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president
  • Coordinated events and worked on ad hoc projects

Education

Associate of Applied Science - Information Technology

Community College of The Air Force
Montgomery, AL
04.2008

Affiliations

  • Retired AF MSgt

Languages

Spanish
Native or Bilingual

Overview

25
25
years of professional experience

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Julissa VasquezIT Business Analyst