Christy Mogg
Tillsonburg,Canada
Summary
Experienced professional with a solid background in application support, consistently delivering successful outcomes and adapting seamlessly to evolving requirements. Proficient in problem-solving, troubleshooting, and providing technical assistance, ensuring efficient resolution of issues. Recognized for exceptional teamwork and dependability, fostering effective collaboration within teams. Equipped with expertise in system analysis, user training, and software maintenance, enabling seamless operations and optimal user experience.
Overview
10
10
years of professional experience
Work History
Enterprise Application Support Analyst II
Mosaic Sales and Solutions
05.2021 - 08.2024
- Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
- Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Optimized system performance through routine maintenance tasks such as database backups, log file reviews, and server health checks.
- 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.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
- Provided comprehensive training for users to ensure smooth adoption of new applications and features.
- Supported end-users in navigating complex applications, guiding them through features and functions while troubleshooting issues as needed.
- 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.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Used Service Now to track, maintain and update trouble tickets.
- Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
- Participated in on-site requirements gathering sessions.
- Assisted in the development of user guides and knowledge base articles for increased self-service capabilities.
- Evaluated vendor-provided solutions against business requirements ensuring optimal product selection based on functionality fitment.
- Collaborated with cross-functional teams to develop, test, and implement software updates and patches.
- Translated client requirements into configuration requirements.
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
- Collaborated with upper management to drive strategy and implement new processes.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Offered input for complex documents to support client-ready final versions.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
Business System Analyst II
Mosaic Sales and Solution
05.2019 - 05.2021
- Supported the integration of new software applications by liaising between development teams and end users throughout all stages of the project lifecycle.
- Assisted in the selection of appropriate technology solutions by conducting thorough research and feasibility analysis based on organizational goals.
- Evaluated vendor proposals to select the most suitable solutions for business needs while maximizing cost efficiency.
- Maintained system security protocols by implementing stringent access controls, vulnerability assessments, and regular monitoring procedures.
- Promoted a culture of continuous improvement by regularly reviewing system performance, identifying areas for enhancement, and implementing necessary changes.
- Trained business personnel in use of systems.
- Collected, defined and analyzed business requirements.
- Implemented ITIL best practices to optimize service delivery and drive continuous process improvement initiatives.
Senior Business Systems Coordinator
Mosaic Sales and Solutions
05.2018 - 05.2019
- Analyzed data to identify trends, making informed recommendations for improved business strategies.
- Improved interdepartmental communication by establishing clear guidelines and protocols.
- Conducted regular audits of business systems to identify areas for improvement or potential risks.
- Served as a liaison between technical teams and non-technical staff members, translating complex concepts into understandable terms for all parties involved.
- Facilitated change management processes during major system upgrades, minimizing disruption to daily operations.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated with upper management to drive strategy and implement new processes.
- Created comprehensive reports detailing project progress, providing transparency and accountability throughout all phases.
- Coordinated efforts between IT teams and end-users, fostering collaboration for successful system implementations.
Business System Coordinator
Mosaic Sales and Solutions
05.2016 - 05.2017
- Improved interdepartmental communication by establishing clear guidelines and protocols.
- Reduced costs through the implementation of efficient software and streamlined workflows.
- Analyzed data to identify trends, making informed recommendations for improved business strategies.
- Facilitated change management processes during major system upgrades, minimizing disruption to daily operations.
- Optimized system performance for enhanced productivity with regular maintenance and updates.
- Conducted regular audits of business systems to identify areas for improvement or potential risks.
- Implemented security measures to protect sensitive data from unauthorized access, mitigating potential threats before they could impact operations.
- Collaborated with stakeholders to gather requirements, resulting in tailored solutions that met specific needs.
Business System Analyst
Mosaic Sale and Solutions
05.2015 - 05.2016
- Supported the integration of new software applications by liaising between development teams and end users throughout all stages of the project lifecycle.
- Assisted in the selection of appropriate technology solutions by conducting thorough research and feasibility analysis based on organizational goals.
- Maintained system security protocols by implementing stringent access controls, vulnerability assessments, and regular monitoring procedures.
- Evaluated vendor proposals to select the most suitable solutions for business needs while maximizing cost efficiency.
- Promoted a culture of continuous improvement by regularly reviewing system performance, identifying areas for enhancement, and implementing necessary changes.
- Improved decision-making capabilities with accurate reporting tools that provided valuable insights into key performance metrics.
- Streamlined business processes by analyzing system requirements and implementing improvements.
- Collaborated with stakeholders to define project scope, objectives, and deliverables for successful implementation.
- Championed change management initiatives to facilitate seamless adoption of new technology systems across all departments within the organization.
- Enhanced user experience by designing intuitive system interfaces and providing training materials for endusers.
- Conducted thorough risk assessments, mitigating potential issues through strategic planning and problem-solving skills.
- Gathered, reviewed and reported on findings.
- Trained business personnel in use of systems.
- Collected, defined and analyzed business requirements.
- Helped deploy system enhancements to improve field operations.
- Created and maintained standard operating procedures governing system functions and features.
- Assessed business requirements to create focused solutions.
- Improved systems with addition of new features and infrastructure.
- Coordinated data migration and consolidation efforts.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Offered input for complex documents to support client-ready final versions.
Information Analyst Intern
Guelph General Hospital
01.2015 - 12.2015
- Used database to research, gather, analyze and present data.
- Organized information by studying, analyzing, interpreting and classifying data.
- Researched and analyzed information into briefing papers, reports and project papers.
- Maintained historical records by documenting system changes and revisions.
- Prepared reports by collecting, analyzing, and summarizing information.
- Identified project requirements by establishing personal rapport with potential and existing clients.
- Resolved retrieval problems by customizing design to meet requirements.
- Achieved client confidence and protected operations by keeping information confidential.
- Collected data by identifying information sources and designing survey and collection methods.
- Established and revised database by conferring with analysts and programmers to code and retrieve data.
- Streamlined incident response times related to system outages by developing and implementing a comprehensive disaster recovery plan.
- Improved access to critical information by creating user-friendly documentation outlining key database structures and relationships.
- Assisted in the development of comprehensive reports that enabled informed decision making across the organization.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Leveraged machine learning algorithms for predictive analytics applications, enhancing forecasting capabilities within the organization.
- Increased efficiency in data processing by implementing robust data validation procedures during ingestion stages.
- Enhanced data accuracy by streamlining information collection and analysis processes.
- Optimized reporting processes by automating routine tasks, increasing efficiency and reducing manual errors.
- Identified trends in data sets, providing actionable recommendations for management to drive strategic growth.
- Enhanced security measures surrounding sensitive information through regular audits of system access controls.
- Analyzed problems and worked with teams to develop solutions.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Participated in workshops and presentations related to projects to gain knowledge.
Education
Bachelor of Applied Health Information Sciences - Information Technology
Conestoga College Institute of Technology And Advanced Learning
Kitchener, None10-2017
Skills
- Customer-facing presentation skills
- Log analysis
- Training documentation development
- ITIL framework
- Server maintenance
- Network administration
- Security protocols
- System analysis
- Customer support
- Ticket management
- UAT support
- Software installation
- Defect identification
- Incident management
- Data analysis
- User training
- Software debugging
- Application development
- Performance tuning
- Performance optimization
- Hardware integration
- Configuration management
- Document configuration
- Application monitoring
- Troubleshooting documentation
- SQL report creation
- Trouble ticket maintenance
- Application evaluation
- Application upgrades
- Client service requests
- Client relations
- Scripting languages
- Teamwork and collaboration
- Problem-solving
- Decision-making
- Analytical thinking
- Network configuration
- System testing
- Quality assurance
- System maintenance
- Agile methodologies
- Information systems
- Data management
- Network security
- Project documentation
- Technical analysis
- Database administration
- Systems analysis
- Change management
- Analytical skills
- Information security
- Business intelligence
- Troubleshooting
- Product development
Timeline
Enterprise Application Support Analyst II
Mosaic Sales and Solutions
05.2021 - 08.2024
Business System Analyst II
Mosaic Sales and Solution
05.2019 - 05.2021
Senior Business Systems Coordinator
Mosaic Sales and Solutions
05.2018 - 05.2019
Business System Coordinator
Mosaic Sales and Solutions
05.2016 - 05.2017
Business System Analyst
Mosaic Sale and Solutions
05.2015 - 05.2016
Information Analyst Intern
Guelph General Hospital
01.2015 - 12.2015
Bachelor of Applied Health Information Sciences - Information Technology
Conestoga College Institute of Technology And Advanced Learning
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