JARRAAD BENJAMIN

Dallas, TX 75235 JT.Benjamin@yahoo.com (469) 258-3528

APPLICATION SYSTEMS ANALYST
Summary of Qualifications
Innovative IT Professional with extensive experience integrating information technologies to improve
business processes into to support technology and business. Proven ability to analyze problems,
identify solutions, and propose best course of action to meet objectives. Effective communicator that
interfaces between technical and non-technical environments with combining strong analytical skills
with business knowledge to contribute to an organization's mission.
Experience
Application and hardware implementation
Consulting Services
Quality Control

People Management; Leadership Service; Process Improvement User Training &

Support
Testing; Troubleshooting OneNote; Visio; Outlook Software &
Hardware Configuration
Technical Writing; Documentation Business Process Management (BPM) System
Analysis & Solutions

Hardware: PCs, Laptops, Printers, Cisco IP Phones, Modems

Operating Systems: Windows 7/8.1/10, Server 2003/2008, Mac OS X
Applications: Silverlake 20/20, Synergy, AS/400, FiServ Signature UI, Nautilus, Lotus Notes, ADP, MS
Office Suites, Lync,
LaserPro, Odyssey Case Manager, GoToAssist, HEAT Helpdesk, Faronics DeepFreeze,
Provisio SiteKiosk,
Familiarity: SQL, C#, OnBase, SDLC, Kronos, MS SharePoint
 Professional Experience
DALLAS COUNTY Dallas, TX
February 2016 September 2016
IT Technical Support Analyst / Trainer
Reviewed, analyzed, and evaluated Information technology operations for the Dallas
County courts. Defined system configurations to include code tables, new user
accounts and security groups, workflow and approval processes.
Configured, deployed, and maintained 10 touchscreen kiosk stations improving self-
represented case filing processes
Saved county courts $35,000 annually designing the automation framework for
electronic notices software upgrade
Developed and facilitated User Acceptance Testing (UAT) sessions; Authored end
user guides and IT configuration manuals consisting of application policies and
guidelines to support applications
o Developed and facilitated User Acceptance Testing (UAT) sessions
with end user guides and IT configuration manuals
Provided direction in project planning and technical leadership as a technical
resource in researching, installing and troubleshooting applications, desktops
workstations, and peripherals
Installed, configured, tested, and implemented new applications and upgrades
based on departmental workflow needs

LEGACYTEXAS BANK (F.K.A VIEWPOINT BANK) Plano, TX

July 2008 April 2015
Consumer Loan Support Analyst, May 2010 April 2015
Developed new solutions and provided application support to automate loan
origination and loan servicing processes.
Provided functional and technical support for 8 applications hands on and remotely
to 52 branch locations, resulting in frequent positive survey feedback.
Led User Acceptance Testing (UAT) for 700+ users to evaluate new system
functionality and User Interface (UI) solutions
Improved employee development and productivity consolidating 300+ business
processes by half and managing continuous updates of the departments
knowledge base

Improved employee development utilizing Microsoft OneNote to design and deploy a

new knowledge base with interactive capabilities, updated policies, procedures,
and detail service desk resolutions

Enhanced employee development and productivity by maintaining and updating

departments knowledge base with detailed notations of closed helpdesk
resolutions
Managed internal Loan Helpdesk averaging 50 user request daily to support
application issues within SLA guidelines

Managed 70+ ticket request daily in departments internal Loan Servicing Helpdesk
ticketing system by creating and maintaining activities, tasks, and SLA definitions
 Conducted user interviews and project planning meetings to document business
and technical requirements; Performed and presented gap analysis in identifying
opportunities of improvement to execute innovative UI solutions
Collaborated with QA teams to ensure requirements are translated into technical
specifications, review recommendations, and answer user questions
Liaised with business users and technical teams in translating system processing
into user friendly processes and procedures
Liaised with business users and technical teams to translate requirements into
technical requirements and use case diagrams, ensuring continuity of business
requirements throughout project development and implementation
Provided direction and technical leadership as a technical resource in all system
mergers and implementation processes
Provided direction in project planning and technical leadership as a technical
resource, advocating software needs while ensuring compliance in all processes,
procedures, and business standards

Assisted IT teams coordinate implementation support plans by developing

test cases, integration testing, end user training and IT support documentation for
user requirement specifications
Assisted IT team in consolidating 300+ processes by half and developing training
documentation for each project implementation on hardware components, multi-
platform products, software installation, and application support
Analyzed production issues by recreating errors in test environments and
performing root cause analysis; Presented analysis to define learning opportunities
and develop innovative solutions
Improved SLAs and accuracy for codependent processes by conducting user
interviews and focus groups utilizing use case diagrams to elicit business
requirements and identify areas for process improvements
Lead Client Services Representative, Jul 2008 May 2010
Provided quality customer service to all incoming callers needing assistance on
account inquiries to online troubleshooting.
Provided online and phone assistance to customers with troubleshooting their
systems, password resets, browser updates, and other general account questions
to improve their banking experiences
Collaborated with other IT groups to perform diagnostic testing on system
integrations and network connectivity
Mentored team members customer satisfaction by coaching and working with their
strengths
Analyzed and researched system issues to gain awareness of application and
product knowledge
Education
Master of Business Administration / Information Management
UNIVERSITY OF TEXAS AT ARLINGTON, 2014 - Current
Bachelors of Science, Information Systems
UNIVERSITY OF PHOENIX
Associates of Arts, Business Administration
COLLIN COLLEGE