Rebecca Sosanya
Sr. IT Business Analyst at Lumark Technologies, Inc.- Claim this Profile
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Topline Score
Bio
Credentials
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CompTIA A+ ce
CompTIADec, 2016- Oct, 2024
Experience
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Lumark Technologies, Inc.
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United States
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Business Consulting and Services
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1 - 100 Employee
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Sr. IT Business Analyst
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Jul 2019 - Present
• Conducted root cause analysis for identified incidents and published summary report with findings upon management request. • Identified risks and made suggestions for addressing or mitigating • Created and presented quarterly PowerPoint presentation that conveyed key performance indicators against targeted benchmarks: Average time to resolve, open case aging by severity, and days since updated. • Documented and published standard operating procedures for Defect and Change Management on a regular basis. • Performed extensive work around targeting. Pre-empting, and preventing undesirable incidents • Provided detailed oral and written presentations to senior management and all related stakeholders. • Developed, implemented, and leveraged help performance metrics to meet users service targeted outcomes through continuous help desk improvements • Documented all change management process and procedures and kept the documents current. • Monitored program development, tested enhancements, participated in go-live activities and supported production, ensuring software wave requirements were met and customers' approval obtained. • Analyzed internal process and provided input on intelligent solutions to improve proficiency. • Delivered project specific training for internal staff detailing support protocol and project direction. • Worked with multiple teams to solidify automation processes using ServiceNow and various scripting technologies. • Documented processes for future references; implemented changed using ServiceNow Change Management Process • Wrote and developed SOPs to help facilitate training for on boarding team members and new users Show less
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NTT DATA
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Japan
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IT Services and IT Consulting
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700 & Above Employee
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VIP IT Operation Analyst Specialist
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Apr 2019 - Jul 2019
• Primary point of contact on all matters related to hardware, software, and communications support for the department. • Worked closely with other IT support elements (such as ITS IT Client Services, IT Service Desk, and Mobile Kiosk). • Assisted in the decision making/planning process of IT needs at the beginning/end of each fiscal year. • Maintained a proper inventory of all IT related equipment and software, which is reported to CIT on a quarterly basis. • Collaborated with customers and employees, to troubleshoot problems as part of the IT process for internal and external customers associated with effective systems operations. • Participated in the evaluation and piloting of new products and services (both hardware and software). Identify and propose IT applications that support the Department's work to CIT and assist in the development and implementation of the application. • Provided IT training for staff members, particularly for newly hired staff. • Administered information security standards, including requesting IT accounts (Notes and Windows), SecurIDs, and remote connectivity accounts (as applicable). • Provided expertise on all Standard Software and Corporate applications. • Followed up on all fixes and repairs on IT products in the department. • Setup video conference, audio-visual equipment, and other electronic devices for presentations or conferences. • Disseminated IT information to departmental staff. • Assisted in departmental moves of IT hardware and communications. • Assisted staff in procurement of cell phones and Blackberry devices. • Ensured that the integrity and security of organizational Systems are not compromised from within or outside the corporation. • Used the 'Service Now’ call tracking system to track work and analyze reports to identify problem areas and training opportunities. • Assisted staff in use of scanners, digital senders, and Bloomberg terminals • Served as the Department's Software Asset Management (SAM) Custodian Show less
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HumanTouch,LLC
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Lead Tier II Help Desk Specialist – (Office 2016 and Office 365 cloud migration)
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Jan 2017 - Jul 2019
• Provided customer services and technical support through analysis and problem solving. • Lead the IT ASKITNOW kiosk techs in helping resolve issues for end users. • Provided oversight of multiple tiered help desk support through infrastructure and platform • Assisted with the deployment and troubleshooting of Office 2016 and Outlook 365 for about 22,000 users. • Provided system and application diagnoses to remediate issues while engaging other teams as needed. • Installed software and troubleshoot users software malfunctions. • Managed and collaborated with customers and employees, to troubleshoot problems as part of the IT process for internal and external customers associated with effective systems operations. • Used administrative credentials to unlock and add users into necessary groups in active directory • Ran system updates and patches to laptops and computers on the network using SCCM. • Worked with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue. • Developed and implemented help desk support performance metrics in order to reach user service agreements by always improving help desk service • Worked with other team members to complete special projects and achieve project deadlines • Supported/ monitor migrating user from office 2010 to office 2016: help user establish an email account in outlook 2016 help with the migration process for outlook 365 in pushing user to the cloud. Help troubleshoot if outlook 2016 would not open for the user, as well as troubleshooting various office programs like Microsoft Office Word and Excel etc. • Assisted new hires with learning IT systems, how to do software installations and troubleshooting, how to diagnose hardware issues, and how to setup up mobile devices for users • Provided detailed notes using ServiceNow ticketing system on technical problem and the steps taken to fix the issue. Show less
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Carolina Kitchen
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United States
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Primary and Secondary Education
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1 - 100 Employee
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Culinary Manager/ Expeditor
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Jul 2011 - Jun 2017
Led team members to ensure effective communication between guests and culinary staff. Communicated with guest to ensure satisfaction of customer service. Served as a staff liaison to upper management to resolve late breaking challenges any issues regarding staff and patrons. Led team members to ensure effective communication between guests and culinary staff. Communicated with guest to ensure satisfaction of customer service. Served as a staff liaison to upper management to resolve late breaking challenges any issues regarding staff and patrons.
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Linac Services
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United Kingdom
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Engineering Services
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1 - 100 Employee
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Tier II Support Analyst
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Jan 2015 - Dec 2016
• Provided level 2 end-user technical support for Windows 7, Microsoft Office, Network connection • Installed software, modified and repaired hardware and resolve technical issues • Displayed courtesy and strong interpersonal skills with all customer interactions • Developed quick reference guides to assist end-users with challenging software application features • Created/ presented quarterly PowerPoint, presentation that convey quarterly key performance indicators against targeted bench marks • Developed new solutions to frequently occurring problems for inclusion into the Knowledgebase • Researched issues on various computer systems and databases to resolve complaints and answer inquiries • Informed customers about issue resolution progress • Utilized and monitored Office 365 email queue to respond to customers • Monitored software lifecycle and IT equipment for office and help with the purchasing of equipment and software. Show less
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Expeditor
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Jan 2015 - Jul 2016
Assisted the servers in identifying and delivering dishes to the correct table and guest upon chef orders Skillful in remembering the information of each guests’ seating order, table numbers and food detail Assisted the servers in identifying and delivering dishes to the correct table and guest upon chef orders Skillful in remembering the information of each guests’ seating order, table numbers and food detail
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Home Depot
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Construction
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700 & Above Employee
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Cashier
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Feb 2011 - Aug 2011
Provided prompt and friendly customer service Delivered a high level of accuracy and attention to detail to customers. Managed monetary transactions for large- scale orders and projects Provided prompt and friendly customer service Delivered a high level of accuracy and attention to detail to customers. Managed monetary transactions for large- scale orders and projects
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Education
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2012 - 2015
Towson University
Bachelor’s Degree, Human Biology -
2010 - 2011
Prince George's Community College
Biology/Biological Sciences, General -
2009 - 2010
Virginia Commonwealth University
Biology/Biological Sciences, General -
2005 - 2009
St. Elizabeth Ann Seton
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2016 - 2016
Per Scholas
CompTIA A+ Information Technology
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