Rachelle Robinson
Richmond
Summary
Results-driven Application Support Analyst with 10+ years of experience in enterprise software support, business process optimization, and technical analysis. Adept at troubleshooting, SQL-based data analysis, and IT Service Management (ITSM). Strong background in Microsoft NAV, ServiceNow, JIRA, and Agile methodologies, ensuring seamless application performance and operational efficiency. Proven track record of reducing system downtime, enhancing end-user satisfaction, and implementing scalable IT solutions.
Overview
11
11
years of professional experience
Work History
BUSINESS MANAGER
Best LLC
11.2020 - Current
- Lead a team of eight, driving a 12% revenue increase through optimized workflows and resource allocation.
- Implemented a CRM system, increasing sales productivity by 48%.
- Develop forecasting models with 95% accuracy, improving strategic planning.
- Conduct market research to identify growth opportunities, and refine business strategies.
- Design HR dashboards via Sharepoint and Excel for data-driven workforce management decisions.
SOFTWARE SUPPORT ENGINEER
IQE Inc.
09.2023 - 01.2025
- Troubleshot and resolved complex software issues, reducing ticket resolution time, and improving user experience.
- Utilized SQL, Visual Studio and ITSM tools (ServiceNow, JIRA) for root cause analysis and tracking incidents.
- Optimized system performance by analyzing trends and implementing data-driven improvements.
- Collaborated with business units to align IT solutions with company goals, ensuring seamless operations.
- Implemented ITIL best practices, enhancing incident resolution and service delivery processes.
- Utilized Microsoft Teams to coordinate and lead virtual meetings and presentations, ensuring clear communication and collaboration across teams.
SR SENIOR SYSTEM AND DATA ANALYST
The Boeing Company
12.2013 - 02.2023
- Managed IT operations for over 2,000 users, achieving a 46% reduction in support tickets.
- Led enterprise-level projects worth $5M+, ensuring on-time, cost-effective implementations.
- Drove ITSM adoption to enhance operational efficiency and compliance.
- Designed and optimized ServiceNow workflows, leading to measurable efficiency gains.
- Analyzed system performance using SQL, Tableau, and Power BI, generating actionable insights.
- Automated manual processes reduce workload and improve response times.
- Developed and maintained technical and operational expertise for the company's enterprise tools.
- Demonstrated strong interpersonal skills, with good verbal and written communication, to clearly and concisely communicate the appropriate level of instruction to users, leadership, and vendors.
Education
MASTER OF SCIENCE - CYBERSECURITY
University of Maryland
College Park, MDBACHELOR OF SCIENCE - COMPUTER INFORMATION SYSTEMS
Clark Atlanta University
Atlanta, GASkills
- Agile
- Root cause analysis
- User account management
- Cross-functional collaboration
- Team leadership
- Average typing speed: 72 WPM
- Incident management
- Root cause analysis
- Reporting and documentation
- Project coordination
- Customer service expert
- Continuous improvement
- Requirements definition
- Data entry
- Software knowledge and implementation
- Active Directory
- Technical issues analysis and resolution
Timeline
SOFTWARE SUPPORT ENGINEER
IQE Inc.
09.2023 - 01.2025
BUSINESS MANAGER
Best LLC
11.2020 - Current
SR SENIOR SYSTEM AND DATA ANALYST
The Boeing Company
12.2013 - 02.2023
MASTER OF SCIENCE - CYBERSECURITY
University of Maryland
BACHELOR OF SCIENCE - COMPUTER INFORMATION SYSTEMS
Clark Atlanta University