Johna M.
IT & Procurement pro with 20+ yrs in IT ops, support, purchasing, project delivery & program mgmt. Skilled in translating needs into solutions, leading migrations, training, troubleshooting & enhancing UX.
- Role
- IT Support Analyst Sr at City Of Austin - Austin Water Utility
- Location
- Austin, TX, US
- LinkedIn followers
- 500 followers
About Johna M.
With over 20 years of experience in city and state government roles, I currently serve as an Information Application Analyst at the City of Austin. My work focuses on technical support, user training, and documentation for critical software systems. Recently, I’ve collaborated with teams to design and create SharePoint pages, conduct user testing, and produce training videos, ensuring seamless technology adoption across departments. My expertise lies in delivering tailored solutions by explaining complex technical issues in accessible ways and enhancing operational efficiency through meticulous documentation and peer reviews. Passionate about problem-solving, I am committed to improving user experiences through innovative tools and data-driven insights, contributing to the organization’s mission of streamlined IT systems and customer service excellence.
Experience
IT Support Analyst Sr
City Of Austin - Austin Water Utility
Jul 2021 — Present · Austin, TX, US
Design & create SharePoint pages in Classic & Modern experience.*User testing with Team on various technical software.*Create training videos in OSB Video.*Training staff how to navigate asset management software.*Peer review on colleagues Standard Operating Procedure documentation.*Resolved 77 priority 3 and priority 4 Service Now tickets within 90 days in the AW_IPS_SUPPORT & AW_EAM_SUPPORT queue for the software applications at 100% on time resolution with superior customer service. Successful on 90 day performance review.*Proven ability to explain technical issues to non-technical field staff to resolve issues.*Researched & produced an analysis and proposal to team leads for combining team support inboxes from two to one inbox and using Single Sign On for IPS software reducing the number of Service Now tickets in the hundreds for password resets. This integration will reduce security issues throughout the organization & streamline business processes.*Researched, gathered requirements for new SharePoint site.*Troubleshooting & training on Teams with Austin Water field techs for the Field Inspector software application & problem solving. Documented solutions in knowledge base document & on Team Wiki.*Contributed to determine troubleshooting methods to ensure information in INFOR/GraniteNet Inspection application is valid & accurate. Added details to the Teams WIKI for staff to use when troubleshooting with staff.*Creating COGNOS reports & using SQL Management Studio to run reports on IPS software.*Documenting & training colleagues on the IPS Software using Power Point (how to enter new accounts, reset passwords, & expire employees from the system).*Peer review colleagues Standard Operating Procedures for single source of processes.*IPS, EAM, MAXIMO Interface, CCB Interface, GraniteNet Database, Interface, & Software Clients; IPS Field Inspector, Cognos BI Reporting, Azure Data Studio; Power BI; Active Directory; Visio; CSS Cloud; TimeClock
Education
Concordia University Texas
Bachelor of Business Administration (B.B.A.), Business, Management, Marketing, and Related Support Services
1996 — 1999
COA LEAPS
Leadership Program
University of Phoenix
Master's degree, Organizational Leadership
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