Shawnda Tiernan

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

Summary

Overview

Work History

Application Analyst Team Lead

Application Support Analyst Team Lead

Sr. IT Analyst

IT Administrator

Education

Master of Science - Information Technology

Bachelor of Science - Liberal Studies

Associate of Applied Science - Computer Information Systems

Skills

Affiliations

Certification

Timeline

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