Senior Implementation Manager/Team Lead Resume Example
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SENIOR IMPLEMENTATION MANAGER/TEAM LEAD
Summary
Experienced in consulting with customers and other stakeholders to gather requirements, define scopes and set project plans. Capability of managing complex, high-visibility technical projects. Effective at technical support, inventory management and customer relationship development.
Skills
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Experience
Senior Implementation Manager/Team Lead | 07/2017 to Current
Ebix, Inc. - Johns Creek , GA
Ebix, Inc. - Johns Creek , GA
- Defined scopes, managed resources and oversaw schedules in line with stakeholder and project owner specifications.
- Analyzed client's business operations and needs, and provided implementation and business consulting in order to successfully implement software.
- Managed projects and accounts by taking ownership in the deliverable's and driving the projects through to completion.
- Provided analysis and conversion of customer's data files and ensured smooth data migration from their existing system(s) to Jazva.
- Lead training sessions with clients on Jazva's functionality and processes.
- Collaborated with Product Manager and Development team to prepare specs on custom solutions and to ensure the timely and successful delivery of custom solutions to clients.
- Resolved customer inquiries by clarifying issues; researching answers and alternative solutions; implementing solutions; escalating issues as needed.
- Identified and recommended product enhancements, features, and changes to improve the system.
- Devised implementation plans, including cost-benefit and ROI analyses.
Co-Owner/COO | 01/2019 to Current
Primepay - San Jose , CA
Primepay - San Jose , CA
- Directed business-wide changes to modernize procedures and organization.
- Recommend and Implement solutions for business pain points.
- Managed company key accounts to promote ongoing project profitability and superior customer satisfaction.
- Collaborated with company partners to develop and actualize strategic plans to advance company's mission and objectives and promote revenue, profitability and growth.
- Administered day-to-day operations, including accounting and budget management, business development, performance metrics and customer service.
Technical Support Representative | 11/2016 to 07/2017
IPayment Inc - City , STATE
IPayment Inc - City , STATE
- Answer and resolve incoming merchant and agent inquires by providing product information, troubleshoot and diagnostic steps related to the point-of-sale equipment.
- Developed the ability to quickly and accurately improve the process of assessing and providing a solution for merchant's point-of-sale system.
- Developed strong problem solving skills by maintaining good working knowledge of the industry while working in a fast paced environment.
- Learn download procedures, functions, and how to edit/download files for all supported point-of-sales systems.
Implementation Consultant/Project Manager | 06/2014 to 10/2016
DuCharme, McMillen & Associates - City , STATE
DuCharme, McMillen & Associates - City , STATE
- Gained experience in implementing and supporting an array of tax technology solutions as well as integrating solutions with ERP, Billing, POS, and ECommerce systems.
- Analyze client's products, services, and tax landscape in order to provide them with a solution.
- Develop a thorough understanding of best practices applied in the client service field.
- Create requirements, solutions, project plans, and other documentation to assist in implementation projects and other internal projects when necessary.
- Successfully served as a project manager by implementing 9 projects while utilizing a 6 phase project plan methodology.
- Developed strong quantitative, analytical, problem solving, and leadership skills while working in a fast-paced team environment.
- Manage Jira ticket queue and provide 1st tier support for external clients on production environment tax solutions and business systems.
- Trouble shoot and provide support on client's web tool kit and SQL databases.
- If the solution is not functional, investigate the issue, meet with client and provide a fix.
- Manage tickets in Jira for bug fixes and upgrades to our tax solution software.
- Manually test new bug fixes and upgrades.
Education and Training
The Ohio State University - City, State
Bachelors of Science
Finance, 2012
Member of The Ohio State Bhangra Team, GPA: 3.1University of Akron - City, State
Information Technology, 2014
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School Attended
- The Ohio State University
- University of Akron
Job Titles Held:
- Senior Implementation Manager/Team Lead
- Co-Owner/COO
- Technical Support Representative
- Implementation Consultant/Project Manager
Degrees
- Bachelors of Science
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