Information Systems Analyst, Sacramento, Ca

Statement of Qualifications I have worked for the State of California in Information Technology for over 14 years. I have a proven track record of providing technical solutions quickly and explaining them in a verbiage that the customer or end user’s level of understanding. As a Staff Information Systems Analyst (SISA) for The Board of Equalization, I was responsible for issuing security access to employees within Sales and Use Tax (SUTD). It was time critical that access be granted as soon as an employee was approved and was issued rights to maintain taxation and audit access to audit documentation thru the Internet, Intranet or case files and internal software programs. It required a high level of security access as this was sensitive and confidential documentation. This system generates revenue for State of California and could cost the State of California billions in revenue. Working for CALFIRE, I was responsible for the upgrade of the Computer Aided Dispatch System (CAD) that was “mission critical”. It was a high priority and a very high dollar contracted project for first responders (Dispatchers) in the Emergency Command Centers (ECC). I was one of three on my team to implement the new software, determine the requirements needed and work with Incident Battalion Chiefs and Firefighters within the 22 Emergency Command Centers throughout California. I worked closely with Gartner Consulting, Department IT staff, software vendors to design, develop, and execute a system replacement and provide the best practices and manage expectations for upgrading both the software for 911incident response times and the updating of the GPS mapping software to enable an enhanced geographical interface. This was one of the most challenging and crucial team projects that CALFIRE has taken on as its implementation needed to be upgraded seamlessly, diligently and without any interruption. I am very proud that we completed the project on time and under budget. When the CALFIRE (CAD) project was accomplished, I was assigned to first level “tier” of the Customer Service Helpdesk. This position required me to prioritize my work tasks and work under very fast paced and demanding circumstances. I responded to over 80 tickets/calls per day and needed to solve most issues at the first contact level. I achieved that responsibility 95% of the time. Working with Firefighters, Department IT staff, and vendors, I needed to keep my technical skill level sharp and explain concepts in a simplistic manner and communicate effectively and timely as it was necessary to insure fire incidents help calls were tracked in the Helpdesk software program during an emergency incident and necessary hardware and software was provided. I granted security access and permissions as well as setup, configuration and implementation via remote access to Mobile Incident Command Posts. I am easy going, fun loving, consistent and conscientious with my attendance. I take this very seriously. I expect it of myself and my team members.

Help Desk Specialist

Roseville, CA