IT Support Analyst, Irvine

IT Analyst/Administrator for Service Alliance

Technical Skills

• Strong analytical skills
• Ability to write basic SQL queries in Microsoft SQL Server
• Ability to perform in depth application troubleshooting and analysis and differentiate between application errors and user process errors
• Ability to perform basic application administration

Communication Skills

• Effectively communicate (written and oral) with end users, application vendors, and various IT personnel
• Ability to document change requests and communicate in laymen’s terms the issues and resolution

Application Specific Skills

• Perform User Account Management and provide reporting
• Monitor request queue for new requests and manage each to closure
• Analyze reported issues to determine root cause
• Escalate issues to vendor as required and manage each to closure
• Communicate issue resolution status to users
• Develop test cases and orchestrate user testing
• Coordinate bug fix implementation
• Document corrective actions and change management
• Document user interactions and issue resolution in issue tracking application

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