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Click here or scroll down to respond to this candidateCandidate's Name
Chicago, IL. Phone: PHONE NUMBER AVAILABLE email: EMAIL AVAILABLECustomer Success ManagementI am focused on building loyalty to ensure long-term client retention. My priority is to manage customer expectations & experience, while ensuring optimal performance of assigned platforms. Interpersonal strengths include team building, conflict resolution, relationship management and effective questioning. Areas of Expertise Customer Success Specialist Project Management Vendor Management Implementation Specialist Deployment/Risk/Release Management Change Management Business Analyst SLAs/ SOPs On-Boarding Field-Technical Support Technical Account Management Data Analyst: Software Dev Life Cycle (SDLC) SASS / APIs & Infrastructure SupportEducation Technical ProficiencyColumbia College Chicago, IL Field of Study: English/Journalism 1992-1995 Prairie State College Chicago Heights, IL Field of Study: Journalism 1991-1992 AWS / WAN/ Wireless TCP/IP, DNS, DHCP, Proxy Web service APIs Slack Telephony & SMS Support Salesforce / SharePoint / Serena / Jira POS hardware, App & Infrastructure Splunk Microsoft Office Google Apps Windows Workstation/ Windows ServerProfessional ExperiencePAYFONE PROVE Chicago, IL. 9/2020 - CurrentSystem Engineer / Customer On-boarding & Support Participates in after-hours on call rotation and coordinates on-call backup scheduling A client advocate, responsible for responding to and resolving client authentication inquiries. Provide triage management and Root Cause Analysis. Liaison between Clients, Client Supporting Staff, Product Development and Software Development, and Vendors for high level, complex production and release issues Manage Service Level Agreements Leads the development and modification of written procedures and knowledge base articles. Support Web service APIs including XML protocol. Troubleshoot production outages and incidents while providing root cause analysis and recommending remediation actions by either business or customers. Support and uphold business requirements and functional specifications for stakeholders Subject Matter Expert (SME), interfacing with internal departments, as well as external vendors and clients for voice and SMS authentication. Works with Development /Quality Assurance and Implementation team to understand new application functionality and features throughout the Software Development Life Cycle (SDLC) Monitors systems for availability, error conditions, and scheduled job status Broadcasts timely client notifications relating to service issues, enhancements or maintenance Candidate's Name Continued. Page 2Early Warning Services, LLC - Chicago, IL 6/2018- 9/2020 Delivery Manager Manage the front-end platform that provides the orchestration layer for Multi-Factor Authentication applications for financial institutions Help launch the platform for ZelleTM and supported its growth Provide leadership and direction in partnering and collaborating with teams to ensure 100% availability, reliability, and integrity of all financial services and data traversing the orchestration layer platform. These activities include;Work with Program Management, Engineering, Security, Governance and Compliance, Business Continuity Management, Incident Management, Change Control Management, DevOps, and Product Management through Agile sprint cycles. Lead platforms Corp. Governance initiatives, security and controls, incident response and mitigation, pen test planning, product setup and monitoring, Business Continuity Planning and Disaster Recovery execution, vulnerability remediation, and performance for an increasing number of services, APIs, and data flows. Lead new project initiatives, deployments, and customer on-boarding Develop and execute change control Method of Procedure plans (MOPs). Authentify INC. / Early Warning Services Chicago, IL. 03/2015 - 6/2018 Senior Technical Client Support Analyst A client advocate, responsible for responding to and resolving client authentication inquiries. Provide triage management and Root Cause Analysis. Manage Service Level Agreements Leads the development and modification of written procedures and knowledge base articles. Support Web service APIs including XML protocol. Troubleshoot production outages and incidents while providing root cause analysis and recommending remediation actions by either business or client. Support and uphold business requirements and functional specifications for stakeholders Liaison between Clients, Sales, Client Support Staff, Product Development and Vendors for high level, complex production and release issues. Acts as a Subject Matter Expert (SME), interfacing with internal departments, as well as external vendors and clients for voice and SMS authentication. Works with Development /Quality Assurance and Implementation team to understand new application functionality and features throughout the Software Development Life Cycle (SDLC) Track and report statistical trend analysis reports for national and international Out-Of-Band Authentication.Golf Channel/NBC Universal/Comcast- Burr Ridge, IL 10/2013 11/2014 Core Product Support / Implementation Specialist 2 Provide technical support to golf courses on GolfNow Reservations/ POS application and architecture. Environment: Wireless, LAN, TCP/IP, Windows Servers, (basic SQL & .NET) Consult clients, vendors and implementation specialists on networking, hardware specifications and application support for POS deployment and modifications (Food & Beverage/Retail). Investigate reported issues and document defects for bug tracking. Support data communication from POS to Opera, Micros & Quickbooks (Accounting, POS and Hotel Management applications).Comcast/ NBCUniversal - Tinley Park, IL 01/2013 9/2013 CAE Solutions Specialist (Customer Relationship Management) Decrease customer management costs to ensure goals are completed within budget Serve as liaison between the company and client in order to ensure that all SLAs are met Ensure billable projects are completed on schedule and within budget Provides retention scalability to insure customer satisfaction & business Candidate's Name Continued. Page 3Hyatt Hotel Corp. - Chicago, IL. 7/2012- 10/2012Business Analyst / Project Manager (contract) Business Analyst for national/international hotel point of sales systems. Primary point of contact for POS (point of sale) escalations for hotels. Managed vendors to ensure respective SLAs are maintained. Managed test & product releases for (POS) point of sale deliverables and objectives. Conduct RCA (root cause analysis) to determine any specific causes for service interruption. SME (subject matter expert) for product line and development of new processes and applications with development team. Liaison for the services team and development team during group billing product lifecycle. Roomlinx - Broomfield, CO. 10/2010 4/2011Technical Account Manager & Field Service Engineer (Contract) Managed hardware installations and GUI testing for 600 plus hotel rooms & supported network infrastructure. SME (subject matter expert) for Chicago hotels business objects & data analysis studies. Trained & supported executives, engineers & client service on overall application and infrastructure functionality. Provided product demos to potential clients.Fresenius Medical Services- Columbus, OH. 2007 - 2010 Field System Trainer- Deployment Project Manager Managed installations and training for dialysis centers throughout the Central Business Unit Managed 8 - 16 week project planning of wireless network & Application distribution. Implemented software release versions, fixes & upgrades for product deployments. Developed and executed training processes for doctors, nurses and technicians. Archipelago / NYSE - Chicago, IL 2000 - 2006Technical Analyst / Operations Support Supported Traders & Sales Team on Real Tick Market Data Analysis Software. Conducted root cause analysis relating to the lifespan of a buy/sell transaction & data integrity. Developed short and long term strategies for product/project releases, as it relates to priority, budget & business strategy. Project manager for customer implementation & infrastructure changes. Created & managed all content, troubleshooting manuals, release notes & web content. Liaison between client/sales, as well as development team (vendor) for product enhancements.+ References Available Upon Request |
