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Implementation Specialist Resume Example

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IMPLEMENTATION SPECIALIST
Professional Summary

Experienced system analyst with over 10 years of experience providing technical support with in the hospitality industry. Excellent reputation for attention to details, creative thinker, resolving problems, improving customer satisfaction, and driving overall operational improvements. Proven history of being well disciplined; team player; able to master multiple disciplines and challenges while maintaining an even keel; able to motivate and inspire others to work towards the betterment of the organization.

Skills
  • Data collection and analysis
  • High attention to detail
  • Excellent communication abilities
  • Database maintenance
  • Documentation management
  • Troubleshooting
  • Project management
  • System analysis
  • Technical issue analysis
  • Application installations
  • Debugging
  • Application support
  • Troubleshooting and diagnostics
  • Customer service expert
  • Data backups
  • Analysis and critical thinking
  • Network repairs and maintenance
  • Servers expertise
Work History
Implementation Specialist, 10/2008 to 10/2009
Company Name – City, State
  • Travelled to clients location to install, configure and train in how to use OPERA (Property Management System).
  • Configured, installed and handled troubleshooting tasks for variety of different applications.
  • Analyzed centrally developed customer specific database, reports, documentation, and related applications with Senior Implementation Specialist as required to ensure that all customer requirements are met prior to system installation.
  • Prepared documentation, including preparation of training outlines of customer specific databases and report packages, based on customer specifications and established standards.
  • Modified computer database, and related reports and documentation as required further preparing and readying the Customers system for installation.
  • Consulted with Customers to determine and review hardware, software, or system functional specifications and obtain initial Customer sign-offs prior to system installation.
  • Conducted end user and managers training which includes staging and set up/breakdown of equipment, to ensure a smooth installation process and minimize post-installation support requirements.
  • Provided live support coverage at Customer sites on and after the system live date as budgeted and required by the Customer to ensure a smooth transition to their new system and minimize post-installation support requirements.
  • Addressed Customer issues; list and obtain final Customer sign-offs to validate their satisfaction with the new system.
  • Prepared expense and trip reports, transmitted documents, organized revisions and tracked changes and provided to managers in a timely manner.
System Analyst, 10/2009 to 09/2014
Company Name – City, State
  • Answered Inbound calls and log service requests using tracking software and made outbound calls to work on assigned service requests and provide solution on timely manner.
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
  • Installed, configured and provided ongoing configuration management for different custom applications.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
  • Oversawed installation of software programs and hardware systems to meet system requirements.
  • Provided technical support to troubleshoot hardware and software issues on Server Computers and workstations and elevate to the development team when necessary;.
  • Conducted analyses and coordination of technical requirements and provide information to end users and managers on proprietary software and applications.
  • Provided instructions to end users how to use proprietary software and applications such as how end users can use system efficiently and effectively to manage revenue and cash flows.
  • Used discretion and judgment to ensure customer satisfaction and utilization of all available resources in timely manner.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Used Clarify to track, maintain and update 100 trouble tickets per week.
System Analyst II, 10/2014 to 08/2019
Company Name – City, State
  • Assisted customers by answering questions, responding to inquiries and handling telephone and email requests. Engaged end users and answered questions via email and phone.
  • Analysed different historical, current and future financial and revenue reports generated by Opera PMS and provide explanation.
  • Conducted analyses and coordination of technical requirements and provide information to end users and different level managers.
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Rebuilt databases and table structures to fix system corruption.
  • Walked clients and internal staff through troubleshooting steps to resolve common software issues.
  • Analyzed and troubleshot integration issues related to system configuration and data export.
  • Adjusted software parameters to boost performance and incorporate new features and inspected system setting, assessed functionality and optimized controls.
  • Worked closely with clients to establish problem specifications and translated technical concepts and information into terms all parties could easily comprehend.
  • Used interpersonal and communication skills in all interactions, enriching team collaboration, customer relationships.
  • Consulted with engineering team members to determine system loads and develop improvement plans.
  • Gathered and defined customer requirements to develop clear specifications for creating well-organized troubleshooting plan.
  • Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with manager escalation.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Application Support Specialist, 09/2019 to Current
Company Name – City, State
  • Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
  • Provided training and support to end users on new and updated systems and software.
  • Installed, configured and provided ongoing configuration management for custom applications.
  • Managed system-wide operating system and software deployments, as well as any related upgrade problems.
  • Developed and maintained effective client communications to guarantee client satisfaction and improve client retention.
  • Answered and triaged requests for assistance in order to provide top-notch support.
  • Provided solutions to operations issues for users of OPERA PMS working closely via phone, email, live chat and web teleconference with end users.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
Education
Bachelor of Arts: Economics, 05/2008
University of Maryland - College Park - City, State
  • Minored in GIS
Master of Science: Information Technology Project Management, 05/2012
University of Maryland - University College - City, State
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Resume Overview

School Attended

  • University of Maryland - College Park
  • University of Maryland - University College

Job Titles Held:

  • Implementation Specialist
  • System Analyst
  • System Analyst II
  • Application Support Specialist

Degrees

  • Bachelor of Arts : Economics , 05/2008
    Master of Science : Information Technology Project Management , 05/2012

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