Business Support Analyst

JUDITH E ROBLES 10507 MT IDA SAN ANTONIO, TX 78213 Summary of Qualifications Provided support for basic and complex technical incident resolution and requests reported to the division help desk. My responsibilities included the initial assessment, triage, research and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. I also provided support for other service desk analysts. I am detail oriented and learn quickly. My interpersonal, excellent communication and technical skills. would make me an excellent candidate for this position. I attained the previous qualifications while holding the following positions. Information and Communication Services Senior Help Desk Analyst Training instructor for SAP and Work Management Business Information Systems Project team member for the implementation of SAP and Work Management Business Information Systems Subdivision planner for the installation of Gas and Electric utilities Utility planning verifier Customer Service Call Center Representative Work History Mar 12, 2006 - Nov 10, 2010 CPS Energy - San Antonio, Texas Business Support Analyst 3 Senior Analyst for the IT Service Desk. Provided Tier 1 support for all Information Technology issues. Oct 05, 2004 - Mar 11, 2006 CPS Energy - San Antonio, Texas Business Support Analyst 2 Provided Tier 1 support for all Information Technology issues Oct 22, 2002 - Oct 04, 2004 CPS Energy - San Antonio, Texas BIS Support Specialist Service Analyst 2 Provided support for the implementation of the Business Information Systems. May 13, 2002 - Oct 21, 2002 CPS Energy - San Antonio, Texas Technical Support Trainer for the BIS project Provided training to the Transmission and Distribution planning staff for the rollout of the newly implemented Business Information System Software. Aug 06, 2001 - May 12, 2002 CPS Energy - San Antonio, Texas T & D BIS Work Management planner Worked on the creation of processes for the Transmission and Distribution areas for the Implementation of the new Business Information Systems project. May 13, 2001 - Aug 05, 2001 CPS Energy - San Antonio, Texas Senior Transmission and Distribution planner Verification of all Subdivision plans, drawings, materials prior to construction for other planners. Oct 30, 2000 - May 12, 2001 CPS Energy - San Antonio, Texas Planner III Planned overhead and underground electric and gas facilities including streetlights and all night security lights for subdivisions. Apr 20, 1997 - Oct 29, 2000 CPS Energy - San Antonio, Texas Planner II Designed and planned streetlight and All night security light facilities May 15, 1995 - Apr 19, 1997 CPS Energy - San Antonio, Texas Contact Clerk II Address assignments and creations outside of municipalities. Mar 10, 1986 - May 14, 1995 CPS Energy - San Antonio, Texas Customer Call Center Representative Assisted and/or resolved billing inquiries and/or disputes, payment arrangements, move-ins and move-outs, new construction inquiries, electric and gas outages. Assisted less experienced agents. Education Sep 1979 - May 1984 Kenedy High School - Kenedy, Texas Education Level: High School Diploma/GED Graduated: Yes Occupational License/Certification CPS Energy - San Antonio, Texas ArcFM Lite/Planned Outage Certification Issued: Oct 19, 2006 New Horizons - San Antonio, Texas Microsoft Certified Desktop Support Technician Certification Issued: Jun 20, 2008 CPS Energy - San Antonio, Texas HP Service Manager 7.01 Certification Issued: Apr 23, 2008 San Antonio College - San Antonio, Texas Microstation Certification HDI - San Antonio, Texas Support Center Analyst Certification Issued: Oct 20, 2006 Computer Skills Microsoft Office (Word, Excel, Powerpoint, etc.) Data Entry Terminal (PDT, Mainframe Terminal, etc) EMail Software (Outlook, Thunderbird, etc) Internet Browser (Internet Explorer, Firefox, etc) Peripheral Devices (Scanners, Printers, etc) Personal Computers Additional Computer Skills: SAP, WMIS, Microstation, HEAT, Geographic Information Systems and HP Knowledge software. Language Skills English - Excellent ( Read Write Speak ) Driver's License Class C - Standard Driver's License

Help Desk Specialist

San Antonio, TX