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I am an ambitious Technical Business Analyst with over fifteen years of experience supporting software, hardware, project management, and e-commerce. I am a highly motivated IT Product Support Analyst focused on delivering excellent service and customer satisfaction, applying my expertise to technology services provided to employees and optimizing efficiency across organizations. I have demonstrated strengths in project management and coordination, building business processes and procedures, and driving efficiency through process improvements and automation. I thrive in collaborative environments, value knowledge sharing, and am committed to delivering high-quality outcomes and sustainable solutions.…I am an ambitious Technical Business Analyst with over fifteen years of experience supporting software, hardware, project management, and e-commerce. I am a highly motivated IT Product Support Analyst focused on delivering excellent service and customer satisfaction, applying my expertise to technology services provided to employees and optimizing efficiency across organizations. I have demonstrated strengths in project management and coordination, building business processes and procedures, and driving efficiency through process improvements and automation. I thrive in collaborative environments, value knowledge sharing, and am committed to delivering high-quality outcomes and sustainable solutions.

Tanicia Prioleau

Project Manager, Web Developer, Data Analyst, +6

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I am an ambitious Technical Business Analyst with over fifteen years of experience supporting software, hardware, project management, and e-commerce. I am a highly motivated IT Product Support Analyst focused on delivering excellent service and customer satisfaction, applying my expertise to technology services provided to employees and optimizing efficiency across organizations. I have demonstrated strengths in project management and coordination, building business processes and procedures, and driving efficiency through process improvements and automation. I thrive in collaborative environments, value knowledge sharing, and am committed to delivering high-quality outcomes and sustainable solutions.…I am an ambitious Technical Business Analyst with over fifteen years of experience supporting software, hardware, project management, and e-commerce. I am a highly motivated IT Product Support Analyst focused on delivering excellent service and customer satisfaction, applying my expertise to technology services provided to employees and optimizing efficiency across organizations. I have demonstrated strengths in project management and coordination, building business processes and procedures, and driving efficiency through process improvements and automation. I thrive in collaborative environments, value knowledge sharing, and am committed to delivering high-quality outcomes and sustainable solutions.

Available to hire

I am an ambitious Technical Business Analyst with over fifteen years of experience supporting software, hardware, project management, and e-commerce. I am a highly motivated IT Product Support Analyst focused on delivering excellent service and customer satisfaction, applying my expertise to technology services provided to employees and optimizing efficiency across organizations.
I have demonstrated strengths in project management and coordination, building business processes and procedures, and driving efficiency through process improvements and automation. I thrive in collaborative environments, value knowledge sharing, and am committed to delivering high-quality outcomes and sustainable solutions.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Technical Business Analyst at YUM Brands

May 1, 2025 - October 14, 2025

Provide first and second-level support for incidents and requests related to AIS US and AIS International, collaborating with domestic and international business units, local development teams, vendors, and ITSS partners. Research, analyze, and test support tickets, recommending corrective actions to efficiently resolve technical and functional issues. Facilitate communication between vendor and Yum’s business/technical teams, ensuring alignment and prompt issue resolution. Participate in weekly support calls with vendor teams to track and prioritize support issues, ensuring timely resolution and business alignment. Escalate unresolved issues to the Global Applications team leader for proper handling and follow-up. Create and maintain documentation for new requirements and process changes implemented during the assignment. Proactively identify and recommend process improvements, automation tasks, and training opportunities to eliminate recurring issues and improve operational efficie

E-Commerce Product Support Analyst III at YUM Brands

August 1, 2024 - October 14, 2025

As a Product Support Analyst III, I provide comprehensive support for our e-commerce platform, including brands such as Pizza Hut, KFC, and Taco Bell. Technical Process Implementation: Implemented Level 4 technical processes for new markets to enable rapid onboarding of new stores; developed technical onboarding processes to maintain consistency and reduce redundancy. Created and managed technical documentation in Confluence; established monthly corrective action processes to identify root causes and ensure root cause remediation; facilitated vendor interactions and weekly sync meetings to support onboarding and issue resolution.

Service Delivery Manager / Project Coordinator, Data & Analytics Technology Services at AIG (Insurance)

March 1, 2017 - Present

Build relationships with platform and support teams; manage change details, change management, change approvals, incident resolutions, and platform-specific tailoring of operations. Oversee vulnerability management—daily planning with platform owners, SLA calculations, remediation support, and reporting. Represent the team in internal client meetings and provide data for planning. Collaborate with Application Security, Application Development, and Vulnerability Management to track resolution. Act as Change Approver to review changes for readiness. Act as Project Coordinator for SharePoint scheduling, patching, and process documentation; coordinate patch cycles; manage CMDB/CI data in ServiceNow; produce weekly status reports and outage meetings. Support release management coordinating upcoming releases and weekend deployments.

Remote Resolution Analyst at AIG

March 1, 2017 - October 14, 2025

Remote Resolution Technician performing level 1 and 2 troubleshooting; log in remoting to user machines via Bomgar; handle moderate to complex issues with minimal supervision; create knowledge base documentation; assist users with AirWatch enrollment, RSA tokens, VPN setup, Citrix, and device management; monitor Citrix issues; provide in-depth IT troubleshooting and escalate as needed.

ITS Support Analyst II / Queue Coordinator & SME at AIG

March 1, 2017 - October 14, 2025

Run daily SLA and breached ticket reports; assist level 1 agents with escalations, questions and end-user support; coach agents on call triage; monitor queues in ServiceNow; develop faster solutions and train new hires; assist with onboarding and provisioning; document processes; manage knowledge resources on SharePoint.

Desktop Engineer II at Exco Resources (Oil and Gas)

November 1, 2015 - October 14, 2025

Provide end-user support for over 400 internal clients; moves/adds/changes; Active Directory management; configure Cisco IP phones; manage Footprints ticketing; image desktops and laptops; assist with Citrix and remote access; document knowledge base; onboard and train users; provide telecom support; patch and vulnerability management; maintain documentation.

IT Service Desk Analyst / Desktop Engineer at Homeward Residential

May 1, 2013 - October 14, 2025

Provide technical assistance for laptop, desktop, and PDA connectivity; first and second level support; RSA tokens, VPN, AD management; track and manage tickets; onboarding and provisioning; document solutions in knowledge base.

Technical Business Analyst at YUM Brands

May 1, 2025 - October 14, 2025

Provided first and second-level support for incidents and requests related to AIS US and AIS International, collaborating with domestic and international business units, local development teams, vendors, and ITSS partners. Analyzed and tested support tickets, recommending corrective actions to resolve technical and functional issues. Facilitated communication between vendor and Yum’s business/technical teams, ensuring alignment and prompt issue resolution. Participated in weekly support calls with vendor teams to track and prioritize issues, ensuring timely resolution and business alignment. Escalated unresolved issues to the Global Applications team leader for proper handling and follow-up. Created and maintained documentation for new requirements and process changes implemented during the assignment. Proactively identified and recommended process improvements, automation tasks, and training opportunities to eliminate recurring issues and improve operational efficiency.

E-Commerce Product Support Analyst III at YUM Brands

August 1, 2024 - October 14, 2025

Provided product support for brands such as Pizza Hut, KFC, and Taco Bell. Implemented Level 4 technical processes for new markets, created and managed Confluence documentation for internal/external processes, developed monthly corrective action processes to identify root causes, and coordinated vendor interactions with weekly syncs to ensure timely issue resolution and knowledge sharing.

Service Delivery Manager/ Project Coordinator, Data & Analytics Technology Services at AIG (Insurance)

March 1, 2017 - Present

Build relationships with platform and support teams; focus on change details, change management, change approvals, incident resolutions, and tailored support for each platform. Coordinate vulnerability management with platform owners, track SLAs, oversee remediation, and provide reports to leadership. Lead release coordination, CMDB data accuracy, and governance across multiple client engagements; collaborate with End Users, Platform Administrators, and License Provisioning Analysts to facilitate requests within defined processes.

Remote Resolution Analyst at AIG

March 1, 2017 - October 14, 2025

Remote desktop support technician handling level 1 and 2 troubleshooting, ticket resolution, and knowledge repository maintenance. Assisted with AirWatch enrollment, RSA token management, VPN setup, Citrix access, and device troubleshooting, while creating and updating documentation for internal knowledge bases.

ITS Support Analyst II/Queue Coordinator & SME at AIG

March 1, 2017 - October 14, 2025

Run SLA/breached ticket reports, assist Level 1 agents with escalations, coach call triage and ticket QA, monitor queues and daily performance metrics, and contribute to onboarding and knowledge base improvements.

Desktop Engineer II at Exco Resources (Oil and Gas)

November 1, 2015 - October 14, 2025

Provided end-user support for over 400 internal clients via phone, email, and desk side. Handled moves/adds/changes, Active Directory user profiles, Cisco IP phones, and documentation for knowledge base. Image desktops, configure software, and support VPN/Wi-Fi; prepared documentation for end-users.

IT Service Desk Analyst/Desktop Engineer at Homeward Residential

May 1, 2013 - October 14, 2025

Delivered first and second-level IT support for laptops, desktops, and mobile devices; assisted with RSA tokens, VPN, Wi-Fi, and Active Directory management; tracked tickets, contributed to documentation, onboarding, and knowledge base improvements.