Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Shane Richer

Palm Bay

Summary

Application Support Analyst with over 8 years of experience in technical support and application testing/troubleshooting, leveraging skills in SQL and data analysis to enhance system performance and user satisfaction. Proven track record in diagnosing and resolving complex issues, collaborating with cross-functional teams, and implementing effective solutions that drive operational efficiency. Committed to continuous improvement and delivering measurable results in fast-paced environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Application Support Analyst

Booz Allen Hamilton
02.2023 - 05.2025
  • Delivered technical support for applications, boosting system uptime by 20% and ensuring seamless operations for 1,500+ end-users.
  • Diagnosed and resolved application issues through detailed analysis, leading to noticeable improvements in end-user satisfaction.
  • Partnered with 5+ cross-functional teams to roll out innovative software updates, enhancing user functionality and increasing overall system performance by 20%.
  • Efficiently logged, documented, and resolved Tier 3 incidents and service requests related to VBMS, consistently meeting targeted SLAs and enhancing customer satisfaction through prompt resolutions.
  • Optimized UI testing processes by using SQL to extract crucial data from the database, leading to more targeted and efficient testing outcomes.
  • Delivered on-call support for lower environment and Production releases each month, effectively troubleshooting issues to reduce downtime and enhance overall system stability.
  • Conducted in-depth analyses of application performance metrics, identifying key areas for optimization and implementing solutions that yielded substantial improvements.
  • Diagnosed and resolved advanced IT issues within operating systems, leading to a 30% reduction in downtime for 1,000+ users and enhanced system performance.

Systems Analyst

University of Pittsburgh Medical Center
03.2022 - 04.2024
  • Documented all phases of User Acceptance Testing process including test planning, execution, reporting, and closure activities.
  • Executed comprehensive testing protocols to identify software defects, ensuring high-quality releases and reducing post-launch issues.
  • Developed detailed test cases based on user requirements, facilitating precise validation and contributing to improved user satisfaction.
  • Collaborated with 3 development teams to troubleshoot complex issues, boosting project timelines by 22% and fostering a positive culture of shared accountability.
  • Maintained thorough documentation of test results, which streamlined future testing cycles and supported compliance with industry standards.
  • Conducted root cause analysis on recurring defects, driving initiatives that significantly reduced error rates in software releases.
  • Mentored junior testers, fostering skill development and team cohesion, resulting in a more empowered and effective testing group.

Applications Analyst

Christian Care Ministry
08.2016 - 04.2023
  • Engineered and optimized IT infrastructure systems, including servers, storage, networks, and virtualization platforms, resulting in improved efficiency and reduced downtime.
  • Partnered with cross-functional teams to streamline complaint resolution, resulting in quicker response times and enhanced customer trust.
  • Oversee and enhance critical infrastructure components, including firewalls, load balancers, and DNS/DHCP services, leading to improved system performance and reduced downtime.
  • Spearheaded the management of cloud infrastructure across AWS and Azure, driving provisioning, scaling, and monitoring efforts that enhanced system reliability and reduced operational costs by 17.64%.
  • Monitored system performance across critical applications to identify and troubleshoot issues, achieving roughly 96% uptime and enhancing overall reliability.

Education

Associates in Arts -

Eastern Gateway Community College
09.2021

Skills

  • Data Analysis and SQL
  • Quality Assurance and Testing
  • Process Improvement Strategies
  • Agile Methodology and SAFe
  • Jira Project Management
  • Root Cause Analysis Techniques
  • Azure Cloud Services
  • Excel Data Manipulation
  • SQL Querying
  • Systems Optimizations

Certification

  • LEAN SIX SIGMA - YELLOW BELT
  • ISTQB FUNDAMENTALS

Timeline

Application Support Analyst

Booz Allen Hamilton
02.2023 - 05.2025

Systems Analyst

University of Pittsburgh Medical Center
03.2022 - 04.2024

Applications Analyst

Christian Care Ministry
08.2016 - 04.2023

Associates in Arts -

Eastern Gateway Community College

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