Results oriented team leader with success in analyzing unfamiliar systems and documenting impacts to meet technical requirements. Ability to lead and collaborate across businesses, communicate status issues and risk to a diverse audience and develop various solution options.
Customer service skills
Flexible & Adaptable
Policies and procedures
Verbal and written communication
Testing and Conversion Plans
Disaster Recovery Methodologies
Software Development Lifecycle
Functional & Business Requirements
Sr. Analyst, 01/2005 to 12/2018 Company Name – City, State
Project managed voice portal application for self service functionality
Oversaw installation of software programs and hardware systems to meet requirements.
Investigated and addressed system issues to enhance usability and improve functionality.
Identified and resolved problems through root cause analysis and research.
Analyzed program data to provide input for key decision making and strategic planning.
Documented procedures and business processes and shared information with appropriate stakeholders.
Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
Improved Remote Control and Battery Backup system by adding new features and infrastructure. Adding 2.2 million in monthly revenue.
Managed customer relations by developing effective communications process.
Collaborated with Retail Markets team for analysis of all production voice portal call flows.
SPECIALIST -TECHNICAL SUPPORT, 03/2001 to 01/2005 Company Name – City, State
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Patched software and installed new versions to eliminate security problems and protect data.
Analyzed telephony issues to identify troubleshooting methods needed for quick remediation.
Responded to support requests from over 35,000 end users and patiently walked individuals through basic troubleshooting tasks.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Monitored systems in operation and input commands to troubleshoot areas.
Helped streamline repair processes and update procedures for support action consistency.
Resolved system, hardware and telephone issues within 24 hours, improving efficiency among all departments.
Collaborated with vendors to locate replacement components and resolve advanced problems.
SOFTWARE ENGINEER, 01/1999 to 01/2001 Company Name – City, State
Applied software engineering tools including configuration management systems, SOAC and LiveWire for software development for telephony systems.
Created 100 test cases and test scripts to maintain cohesive team approach to product development.
Coordinated with software developers to evaluate new technological tools, alternate processes and new designs to improve functionality and quality.
Worked as part of development team participating in complete product development life cycle and launch of telephony applications.
Led regression testing using creative approaches for SOAC and LiveWire software applications.
Supported product managers and development teams across all phases of testing from planning to execution, troubleshooting and reporting within high-volume, agile environment.
Participated in peer code reviews to provide suggestions for improvement in processes and design.
Participated on Project Team for CMMI (Carnegie Melon Institute Capability Maturity Model)level II certification.
CONSUMER CONSULTANT, 01/1995 to 01/1999 Company Name – City, State
Analyzed customer requirements and evaluating service configurations using legacy order processing systems.
Recommended products to customers, thoroughly explaining details.
Answered 1,200 of customer calls daily with minimal wait times.
Assisted customers with setting appointments, and special order requests.
Regularly exceeded daily sales and product add-on quotas.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
BS: Information Systems Management, 05/2010 University of Maryland - College Park - City, State
Masters: 04/2005 George Washington University School of Business - City
Certified Genesys Engineer –: 11/2000 Genesys University - City
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University of Maryland - College Park
George Washington University School of Business
Job Titles Held:
SPECIALIST -TECHNICAL SUPPORT
BS : Information Systems Management , 05/2010 Masters : 04/2005 Certified Genesys Engineer – : 11/2000
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