Motivated professional with more than 18 years experience providing technical expertise and business knowledge necessary to translate business requirements and objectives. Quickly grasps business priorities to implement optimal IT solutions. Skills Excellent problem-solving abilities Team player Multi-tasking Microsoft Outlook, Word and Excel Gap analysis Exceptional telephone etiquette Test case scenarios Adherence to high customer service standards Data mapping Customer-focused SQL and databases Effective problem solver Release planning Exceptional interpersonal communication Business process improvement Change management Requirements gathering Results-oriented Strategic planning
Business process improvement
Superb communication skills
User acceptance testing
Advanced problem solving abilities
Conceptualized and Implemented Ohio customer user group (OMAC) resulting in improved customer relationships and a unified user community to facilitate open communication and customer collaboration.
Managed Company wide collaborative to implement a strategy that clearly defined workflow between external clients, application teams, and infrastructure team and facilitate initiation of call tickets, escalation of issues to resolution and closeure of software bugs and enhancements.
January 2014 to CurrentVana Solutions
Interview end users and SME's to gather detailed requirements for implementation of new warehousing software.
Coordinate, Schedule and Process Client Move Procedures for closing warehouses to consolodate multiple platform legacy software users to one company solution.
Third Tier Support to Internal SRC Staff to become familar with company procedures, forms industry business rules and end user use of software to be upgraded to one company solution.
Review, analyze, discuss and document comparisons of 3 warehousing software packages to communicate recommendations to corporate management for 'go forward' solution.
Work with engineering group to identify and document requirements for areas of improvement to increase speed, ease of use and reliability of software solutions.
Appointed project lead for all NFM software modifications and enhancements in effort to interface with multiple 3rd party systems.
Business Analyst II / Technical Analyst II January 2010 to November 2013Thomson Reuters － Beavercreek, OH
Implemented user acceptance testing with a focus on documenting defects and executing test cases.
Identified process inefficiencies through GAP analysis.
Managed testing cycles, including test plan creation, development of scripts and co-ordination of user acceptance testing.
Mapped process activities to desired outcomes to rectify operational inefficiencies.
Conducted interviews with key business users to collect information on business processes and user requirements.
Researched and resolved issues regarding the integrity of data flow into databases.
Documented business processes and analyzed procedures to see that they would meet changing business needs.
Assessed the impact of current business processes on users and stakeholders.
Mapped current processes and offered recommendations for improvement.
Monitored timelines and flagged potential issues to be addressed.
Assessed vendor products and maintained positive vendor relations.
Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.
Clearly communicated objectives for all lessons, units and projects to all participants.
Support and QA Manager October 2001 to January 2010Manatron － Beavercreek, OH
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross trained and backed up other customer service and QA staff.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Promptly responded to inquiries and requests from prospective customers, sales and market team and 3rd party vendors.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer support staff.
Facilitated inter-departmental communication to effectively provide customer support.
Provided accurate, specific and timely performance feedback for support and QA teams.
Identified individual development needs for customers and interdepartmental staff with appropriate training.
Followed-through on all escalations to increase customer retention rates and ensure customer delight.
Fostered an environment which encouraged knowledge sharing and continual process improvements.
Effective liaison between customers and internal departments.
Devised and published metrics to measure the organization's success in delivering world class customer service.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Translated business goals, feature concepts and customer needs into prioritized product requirements and use cases.
Collaborated with the sales, marketing and support teams to launch products on time and within budget.
Gathered detailed use cases and requirements through regular on-site visits, virtual meetings and customer advisory board sessions.
Led weekly planning meetings to develop team strategies and define project goals.
Tested and implemented new technologybased global projects such as web based customer training.
Interviewed, hired, coached and mentored 22 support and QA staff members, including conducting performance reviews and taking disciplinary action when necessary.
Established and maintained vendor partnerships.
Established operational objectives, work plans and delegated assignments to subordinate team leaders.
Conducted performance reviews semi-annually, offering praise and recommendations for improvement and promotion.
Sr. Support Analyst April 1995 to October 2001BASS Inc － Dayton, OH
Diagnose and troubleshoot UNIX and Windows processing problems and applied solutions to increase company efficiency.
Trained junior members of IT team regarding proprietary software and troubleshooting of customer support issues.
Determined customer needs by asking relevant questions and listening actively to the responses.
Actively pursued personal learning and development opportunities.
Worked with the management team to implement the proper division of responsibilities.
Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Met or exceeded service and quality standards every review period.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Accurately documented, researched and resolved customer service issues.
Defused volatile customer situations calmly and courteously.
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Companies Worked For:
Job Titles Held:
Business Analyst II / Technical Analyst II
Support and QA Manager
Sr. Support Analyst
High School Diploma : General , 1984
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