Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline

Shawnda Tiernan

Manchester,TN

Summary

Dedicated technical analyst professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Application Analyst Team Lead

Formlabs, Inc
Somerville, TX
11.2021 - 11.2022
  • Supported daily operations and system maintenance procedures, worked on user reported issues and requests.
  • Retrieved and analyzed data by writing SQL queries to extract data from SQL databases
  • Performed troubleshooting, maintenance and optimization of CRM, ERP, and core business system applications.
  • Assisted in identifying gaps between business requirements and application capabilities and recommend action steps.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Collaborated closely with upper management to drive strategy through development and implementation of new processes.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Applied knowledge of application components in conjunction with query tools to achieve business objectives and perform root-cause analysis when necessary.
  • Developed flowcharts and diagrams to describe and lay out logical operational steps.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Analyzed existing systems and data and recommended enhancements to solve business needs.
  • Devised solutions to operations issues related to core business systems working closely with cross-functional technical teams like developers and analysts.
  • Performed system analysis, documentation, testing, and user support for platform transitions.
  • Developed team communications and information for meetings
  • Improved operations through consistent hard work and dedication
  • Conducted research, gathered information from multiple sources and presented results
  • Led projects and analyzed data to identify opportunities for improvement
  • Identified issues, analyzed information and provided solutions to problems
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement
  • Developed and maintained courteous and effective working relationships

Application Support Analyst Team Lead

Centauri Health Solutions
Brentwood, TN
03.2019 - 05.2021
  • Analyzed data by writing SQL queries to extract data from SQL databases.
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
  • Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Interacted with clients to resolve issues and answer software-related questions.
  • Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Devised solutions to operations issues related to core business systems working closely with cross-functional technical teams like developers and analysts.
  • Developed flowcharts and diagrams to describe and lay out logical operational steps.
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Collaborated with team members to achieve target results
  • Improved operations through consistent hard work and dedication
  • Exceeded goals through effective task prioritization and great work ethic
  • Created plans and communicated deadlines to complete projects on time
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Led projects and analyzed data to identify opportunities for improvement

Sr. IT Analyst

HCA - HealthTrust PG
Nashville, TN
11.2014 - 02.2018
  • Resolved malfunctions with systems and programs through troubleshooting.
  • Investigated and addressed system issues to enhance usability and improve functionality.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Participated in internal audits regarding quality management system and security.
  • Assessed business needs and problem areas to create focused solutions.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Collaborated closely with upper management to drive strategy through development and implementation of new processes.
  • Discovered root causes of problems and identified appropriate solutions
  • Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals
  • Optimized core processes to improve business performance and operational agility
  • Investigated system issues and implemented resolutions to reduce downtime
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges

IT Administrator

Underwriters Laboratories
Franklin, TN
07.2013 - 09.2014
  • Configured hardware, devices and software to set up work stations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Analyzed user reported technical issues to identify troubleshooting methods needed for quick remediation.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees
  • Patched software and installed new versions to eliminate security problems and protect data
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
  • Used ticketing systems to manage and process support actions and requests
  • Submitted service tickets for equipment maintenance requests
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and VPN
  • Configured hardware and granted system permissions to new employees
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues

Education

Master of Science - Information Technology

Southern New Hampshire University, Manchester, NH
04.2023

Bachelor of Science - Liberal Studies

Athens State University, Athens, AL
08.2013

Associate of Applied Science - Computer Information Systems

Calhoun Community College, Decatur, AL
08.2009

Skills

  • Business Processes and Procedures
  • Requirements Specifications
  • User Acceptance Testing (UAT)
  • Business Application Quality Testing
  • Complex Problem-Solving
  • Intermediate SQL Queries
  • Application Analysis
  • Workflow and Process flow Diagrams
  • Application Procedures
  • Root-Cause Analysis, Troubleshooting and Resolution
  • Best Practices and Methodologies
  • Test and Optimize Systems
  • Data Extraction and Retrieval
  • Troubleshoot Malfunctions
  • Project Requirements and methodologies

Affiliations

  • Toastmasters
  • Project Management Institute

Certification

  • CAPM Training / certification - 2023

Timeline

Application Analyst Team Lead - Formlabs, Inc
11.2021 - 11.2022
Application Support Analyst Team Lead - Centauri Health Solutions
03.2019 - 05.2021
Sr. IT Analyst - HCA - HealthTrust PG
11.2014 - 02.2018
IT Administrator - Underwriters Laboratories
07.2013 - 09.2014
Southern New Hampshire University - Master of Science, Information Technology
Athens State University - Bachelor of Science, Liberal Studies
Calhoun Community College - Associate of Applied Science, Computer Information Systems

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Shawnda Tiernan