Shawnda Tiernan
Madison
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Dynamic individual with hands-on experience in [Area of expertise] and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Application Support Analyst II
Trean Corp.
07.2024 - 12.2025
- Conducted system testing and validation to ensure application functionality met business requirements.
- Coordinated software updates and maintenance efforts to minimize disruptions to business processes throughout implementation.
- Performed comprehensive root cause analysis on recurring incidents to identify and implement improvements in application design and support processes.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
- Oversaw and assisted in the execution of implementation delivery, ensuring alignment between client needs and internal departmental objectives.
- Executed comprehensive application testing, pinpointing defects and partnering with developers to ensure timely resolutions ahead of release.
- Conducted thorough analysis and troubleshooting of technical issues, resulting in improved application performance and reliability.
- Conducted analysis and troubleshooting of integration challenges to enhance system configuration and workflow efficiency.
- Analyzed and improved support procedures, resulting in a more efficient end-user experience and quicker resolution times.
- Assessed vendor solutions against business requirements to ensure optimal product selection based on functionality alignment.
- Developed and implemented change management protocols to enhance stability during software updates and migrations.
- Analyzed client requirements during on-site sessions to accurately determine and document project scope.
- Collaborated with project teams to implement best practices in application support, driving project success and efficiency.
- Managed ongoing configuration management for [number] custom applications to enhance system reliability.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Analyzed and adapted strategies to accommodate unique delivery challenges inherent to SaaS environments.
- Developed and communicated strategic system solutions and timelines to address business needs and technical challenges.
Associate Project Manager
Southern New Hampshire University
05.2022 - 11.2023
- Oversaw coordination of project schedules and timelines, ensuring alignment with university initiative deadlines.
- Contributed to the formulation of project plans and strategies designed to improve operational efficiency across various departments.
- Managed project timelines and proactively resolved issues to maintain strategic alignment with goals.
- Engaged with cross-functional teams to refine communication strategies and elevate workflow effectiveness.
- Nurtured strong partnerships with clients and stakeholders to promote a cooperative work atmosphere.
- Performed risk assessments to enhance project continuity and facilitate seamless transitions between phases.
- Championed continuous improvement initiatives by proposing process enhancements derived from insights gained in previous projects.
- Managed client relationships by serving as the main liaison during project execution, ensuring timely responses to inquiries and consistent updates on status.
- Analyzed change requests for potential impacts on project scope, timeline, budget, and resources, ensuring seamless integration into existing schedules.
- Streamlined project management processes by implementing best practices, resulting in improved performance outcomes.
- Collaborated with stakeholders to gather requirements, define project scope, and establish clear goals for successful execution.
- Reduced project completion time by implementing effective task prioritization and resource allocation strategies.
- Facilitated effective communication among team members by conducting regular meetings and promoting a collaborative working environment.
- Monitored progress of projects through regular status updates, identifying potential issues and taking corrective actions when necessary.
- Improved project efficiency by streamlining communication and collaboration between team members.
- Created and updated project documentation to support consistent project tracking and communication.
- Monitored and tracked project metrics and collected data to share with project members.
- Led team meetings to assess project progress and plan appropriately to meet delivery targets.
- Partnered with project team members to identify and quickly address problems.
- Identified and resolved risks to minimize project disruption.
- Documented project progress to fulfill project requirements and establish traceability.
- Monitored project milestones, assessed potential risks, and executed timely corrective measures to ensure project success.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Analyzed project performance data to identify areas of improvement.
Application Support Analyst Team Lead
Formlabs Inc
11.2021 - 11.2022
- Collaborated with development teams to troubleshoot and enhance software functionality.
- Conducted training sessions for new team members on application systems and tools.
- Implemented troubleshooting protocols that reduced resolution times for common issues.
- Monitored application performance metrics to ensure optimal user experience.
- Facilitated cross-departmental communication to align technical solutions with business needs.
- Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
- Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
- Conducted and supported implementation delivery with client and internal departments.
- Contributed to application testing efforts, identifying defects and collaborating with developers on fixes prior to release.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Streamlined support processes for improved end-user experience and reduced resolution times.
- Evaluated vendor-provided solutions against business requirements ensuring optimal product selection based on functionality fitment.
- Implemented effective change management processes to minimize disruption during software updates or migrations.
- Demonstrated advanced knowledge of software delivery lifecycle and varied delivery methodology.
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention by [Number]%.
- 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.
- Mentored team members, fostering skill development and promoting a collaborative work environment.
- Implemented process improvements that enhanced workflow efficiency and reduced bottlenecks.
- Analyzed operational metrics to identify trends, leading to proactive decision-making and adjustments.
- Led weekly team meetings, promoting transparency and addressing challenges promptly.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Application Support Analyst Team Lead
Centauri Health Solutions
03.2019 - 05.2021
- Developed and implemented team policies and procedures from ground up to build out a support model based on the ITIL framework
- Improved customer support efficiency and satisfaction 65% by streamlining all support activities and standardizing team responses to common questions and reported issues.
- Achieved 35% increase in data integrity and accuracy and system functionality post-deployment by designing a release management plan i collaboration with developers, DevOps, and data teams
- performed and led root-cause analysis of system outages and major incidents by utilizing and analyzing system logs and queries to retrieve and review data for identification of solutions
- Developed and implemented a incident release management plan that saw an improvement in response and solutions by 45%
Sr IT Analyst
Healthtrust Purchasing Group
11.2014 - 05.2018
- Founded and developed new support team of application support analysts responsible for managing applications, user access, security measures, and process improvements
- Acted as liaison between technical teams, business users, and stakeholders to provide cross-collaboration on project tasks and responsibiilities, enhancement requests and all project related initiatives to ensure deliverables were on track
- Collaborated with cross-functional teams to implement new technology solutions and improve user experience.
- Identified security vulnerabilities and implemented strategies to protect sensitive data and systems.
- Led initiatives to streamline IT processes, resulting in improved service delivery outcomes.
- Participated in internal audits regarding quality management system.
- Led a successful migration from legacy systems to modern platforms with minimal disruption, streamlining operations across departments.
- Evaluated emerging technologies to identify potential opportunities for business expansion or process improvement.
- Collaborated with cross-functional teams to develop innovative IT strategies and drive business growth.
- Established effective communication channels between IT teams and stakeholders for seamless project execution.
- Enhanced system efficiency by implementing advanced IT solutions and optimizing workflow processes.
- Implemented robust security measures to safeguard sensitive information and protect against cyber threats.
- Collaborated with upper management to drive strategy and implement new processes.
Education
Master of Science - Project Management And Operations
Southern New Hampshire University
Manchester, NH11-2026
Skills
- System analysis
- UAT support
- Incident management
- Data analysis
- API integration
- Performance optimization
- Configuration management
- Application evaluation
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Organizational skills
- Agile methodologies
- Change management
- Analytical skills
- Workflow improvement
Accomplishments
- Achieved 45% increase in data access security by introducing newly designed processes onboarding new hires for CRM and ERP systems.
- Collaborated with team members and cross-collaborated with developers, data engineers, and business stakeholders to design and implement improved processes for major incidents to integrated systems and data flows
Certification
- IBM System Analyst Professional Certification - 11/2025
- IBM Business Analyst Professional Certification - 01/2026
Timeline
Application Support Analyst II
Trean Corp.
07.2024 - 12.2025
Associate Project Manager
Southern New Hampshire University
05.2022 - 11.2023
Application Support Analyst Team Lead
Formlabs Inc
11.2021 - 11.2022
Application Support Analyst Team Lead
Centauri Health Solutions
03.2019 - 05.2021
Sr IT Analyst
Healthtrust Purchasing Group
11.2014 - 05.2018
Master of Science - Project Management And Operations
Southern New Hampshire University
Technical Tools
- Jira / Confluence
- Salesforce (CRM)
- NetSuite (ERP)
- MS Visio / Lucidchart
- SQL Queries
- HTML, CSS, JS
- Low-Code / No-Code Applications
- System / Application Configuration
- System / Application Administration
- User Access Management and Security
- Enterprise / SaaS Environments and Platforms
Methodologies
- Agile
- Waterfall
- Hybrid