COSSIO HAWK
Smyrna
Summary
Business focused IT Analyst with experience bridging technical systems and operational needs across financial services environments. Proven ability to analyze workflows, document repeatable solutions, and collaborate cross-functionally to improve system reliability, process efficiency, and user experience. Background spans service desk operations, system access management, digital adoption, and organizational training, supported by ongoing Bachelor’s studies in Business Administration. Seeking an IT Business Analyst or Business Systems Analyst role with opportunities for analytical impact and growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Ascend Federal Credit Union
Murfreesboro, TN
04.2025 - Current
- - Analyzed incidents and service requests within the ITSM platform to ensure accurate categorization, escalation, and SLA compliance, supporting continuous improvement of IT service operations.
- - Investigated system access and application issues across platforms including Verint/VidCenter, MeridianLink MFA, LastPass, and core banking tools, identifying root causes and coordinating resolutions with application owners, Desktop, and Security teams.
- - Documented repeatable workflows and known fixes for core banking and third-party applications, reducing escalations and improving first-line resolution efficiency.
- - Partnered with cross-functional teams (CTS, Security, BAS) to translate user-reported issues into actionable technical requirements, ensuring accurate resolution and stakeholder alignment.
- - Provided consistent, professional communication throughout the issue lifecycle, improving user confidence and satisfaction.
Financial Service Officer
Ascend Federal Credit Union
Smyrna, TN
12.2019 - 04.2025
- - Supported complex financial account servicing across multiple product types while ensuring regulatory compliance and accurate system documentation.
- - Promoted adoption of digital banking tools including ITM, online banking, and mobile platforms, improving self-service utilization and operational efficiency.
- - Resolved complex member issues through effective system navigation and problem analysis, consistently achieving high customer satisfaction scores.
- - Identified process improvement opportunities and modeled best practices for peers and new employees.
Culture & Leadership Training Facilitator
Redstone Federal Credit Union
Huntsville, AL
11.2016 - 12.2019
- - Designed and implemented enterprise-wide training and engagement initiatives, requiring stakeholder analysis, requirements gathering, and coordination across departments.
- - Led workshops and facilitated change initiatives focused on leadership development, communication, and process alignment.
- - Implemented the eMentor virtual learning platform to improve employee engagement and knowledge retention.
- - Developed and launched a Culture Ambassador program, establishing representatives across departments to reinforce organizational values and collaboration.
Training Supervisor
McDonald's
Huntsville, AL
01.2011 - 11.2016
- - Developed and implemented structured management training programs focused on leadership, operational efficiency, and performance improvement.
- - Collaborated with leadership to align training initiatives with organizational goals and operational standards.
- - Improved manager readiness, retention, and promotion outcomes through coaching and continuous development.
Education
Bachelor of Business Administration -
Middle Tennessee State University
01.2027
Associate of Applied Science - Business Administration
Motlow State Community College
Skills
- Requirements Gathering & Documentation
- Business Process Mapping
- ITSM & ITIL Practices
- Stakeholder Communication
- Systems Analysis
- Application Support
- Root Cause Analysis
- Workflow Optimization
- Agile & Scrum (CSM)
- Change Management
- Cross-Functional Collaboration
Certification
- - Certified Scrum Master (CSM) – Scrum Alliance
- - Google IT Support Professional Certificate
- - Lean Six Sigma White Belt Certification
- - CourseCareers IT Certification
- - General Manager Business Leadership Capstone (ACE)
Timeline
Service Desk Analyst
Ascend Federal Credit Union
04.2025 - Current
Financial Service Officer
Ascend Federal Credit Union
12.2019 - 04.2025
Culture & Leadership Training Facilitator
Redstone Federal Credit Union
11.2016 - 12.2019
Training Supervisor
McDonald's
01.2011 - 11.2016
Associate of Applied Science - Business Administration
Motlow State Community College
Bachelor of Business Administration -
Middle Tennessee State University