Aras Abdulla

SYSTEM ANALYST
214.709.7711 | arasomar93@yahoo.com | linkedin.com/in/arasabdulla

Analytical Information Technology professional with experience in leveraging data-driven insights to drive
efficiency and enhance operations. Proficient in System Administration, Zendesk, and Project Management, with
a Bachelor of Science in Business Administration.

Professional Experience

Guild Mortgage | Sales Systems Analyst 2023-2024

 Administered Zendesk, effectively troubleshooting problem tickets and tracking issues with applications
flowing through Roostify, creating a 20% reduction in average ticket resolution time.
 Utilized Jira to update the progress on assigned projects and accurately estimate the time required for
completion, leading to a 15% improvement in project delivery timelines.
 Accelerated exceptional efficiency by successfully completing three projects within a single workweek,
while maintaining effective communication with Business Analysts and Developers to address any
identified bugs, bringing a 10% increase in overall project throughput.
 Conducted thorough assessments of new enhancements during post-production hours, providing
valuable feedback to our developers and business analysts through a comprehensive Pass or Fail
evaluation, leading to a 25% reduction in post-production defects.
 Discovered bugs or defects by evaluating our application system with Roostify, ensuring the continuous
improvement of our systems, and contributing to a 30% decrease in overall system downtime.

Service First Mortgage | Systems Specialist 2021-2023

 Demonstrated exceptional proficiency in operating Zendesk, effectively resolving an average of 400
tickets per month submitted by internal employees, generating significant improvements in workflow
efficiency and a high level of user satisfaction.
 Provided comprehensive IT support to a user base of 300 individuals, encompassing tasks such as
password resets, diagnosing computer issues, changing VPN IP addresses, installing new Windows
updates, and deploying new applications, translating into seamless operations and minimal downtime.
 Leveraged Automate to remotely access and diagnose users' computers, efficiently identifying the root
cause of issues and providing effective solutions to resolve errors, leading to reduced response times
and increased productivity.
 Assisted the Executive Team by evaluating the CRM System "Daily AI" and successfully creating 300
user accounts, ensuring seamless integration and optimal functionality, enabling the team to effectively
manage customer relationships and drive business growth.
 Significantly enhanced productivity by streamlining IT workflows, causing a twenty percent reduction in
helpdesk requests and increased overall efficiency, enabling the team to focus on strategic initiatives
and deliver exceptional support to end-users.

Zillow Group | Seller Support Specialist 2019-2020

 Developed and implemented Standard Operating Procedures (SOPs) to significantly enhance efficiency
and effectiveness for a team of 400 sales representatives.
 Successfully managed a project, initiated by the Regional Manager, to measure Sales Advisors' platform
usage time and integrated enhancements to Salesforce, resulting in a notable 10% improvement in
overall efficiency.
 Executed projects aimed at optimizing the utilization of Salesforce for sales advisors, streamlining their
daily tasks, and improving overall efficiency.
 Consistently achieved daily goals by efficiently assigning 70 cases per day to sales advisors, while also
serving as a reliable point of contact for homeowners and real estate agents.

Skills & abilities

 System Support  End-User Support

 Regression Testing  Resource Management
 Jira  System Upgrades
 Loan Origination Systems  Troubleshooting
  Application Support  Software Testing
 User Acceptance Testing  Project Management

Education

Tarleton State University 2021

Applied Science, Business Administration