Looking for a job

Aletha Cross

@alethacross

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I support enterprise financial applications through analysis, SQL, and incident resolution.

United States

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What I'm looking for

I'm looking to support enterprise applications and operational improvements through business analysis, SQL-based troubleshooting, incident resolution, UAT, and collaboration with business and technology teams.

I've supported Citibank's enterprise financial applications through production incidents, SQL analysis, risk reconciliations, UAT, releases, and compliance-focused operational processes.

I translate technical issues into practical solutions for business and technology stakeholders, drawing on experience in application support, requirements documentation, root-cause analysis, and team training at Citibank and AT&T.

Experience

Work history, roles, and key accomplishments

Business Analyst / Application Support Analyst

Citibank

Apr 2025 - May 2026 (1 year 1 month)

Provided production support for enterprise applications, ensuring system stability and performance. Managed incident and problem management processes, resolving issues within SLA timelines.

SQL ServiceNow Jira SharePoint Online CRM Platforms Glassbox Microsoft Office Microsoft Teams Webex Zoom Interwoven Rumba Microsoft Visio Google Workspace Agile ITIL TSYS

Business Analyst / Production Support Analyst

Citibank

Jul 2019 - Apr 2025 (5 years 9 months)

Delivered application and production support for financial systems in a fast-paced environment. Conducted root cause analysis for recurring system issues and implemented long-term solutions.

SQL ServiceNow Jira SharePoint Online CRM Platforms Glassbox Microsoft Office Microsoft Teams Webex Zoom Interwoven Rumba Microsoft Visio Google Workspace Agile ITIL TSYS

Technical Support Analyst

Citibank

Jul 2016 - Jul 2019 (3 years)

Delivered end-user technical support for Citi's web-based platforms, assisting with login issues, system errors, and usability concerns. Investigated operational issues affecting customer accounts and escalated complex problems to technology teams.

SQL ServiceNow Jira SharePoint Online CRM Platforms Glassbox Microsoft Office Microsoft Teams Webex Zoom Interwoven Rumba Microsoft Visio Google Workspace Agile ITIL TSYS

Service Lead / Technical Trainer

AT&T

Feb 2013 - Jul 2016 (3 years 5 months)

Provided second-level support for customer service representatives on complex operational and technical issues. Trained and mentored new hires and team members on troubleshooting techniques and system navigation.

Customer Service Technical Support Training Mentorship Escalation Management Ticketing Systems

Relieving Manager

AT&T

Oct 2013 - Aug 2014 (10 months)

Supervised a team of 8–16 representatives, ensuring service quality and operational performance. Managed escalations and supported resolution of technical and customer issues.

Team Leadership Performance Management Escalation Management Data Analysis Customer Satisfaction