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Click here or scroll down to respond to this candidate2665 Tribble Cove CtLawrenceville GA Street Address
Cell: PHONE NUMBER AVAILABLEEMAIL AVAILABLESummary:Enthusiastic and accomplished business analyst; skilled at detail oriented tracking of numbers and accounts, as well as technical documentation, testing, configuration and development. Adept at conveying technical and complex information to people at all skill levels. Excellent customer service, technical support and business analyst skills. More than 15 years of experience in a variety of technology, with proficiency in software, support, development and training. Possess excellent oral and written communication skills with strong problem solving abilities. Lead generation was one of top priorities. Customer Service focusedTechnical Skills:SQL (running and writing basic queries) Siebel, ADP Works, WorkFoce Now, Sales Force, Clarify, Microsoft SQL, SharePoint, JIRA, wiki, MS: Windows, Outlook, Access, Excel, Power Point, Word; Paint Shop Pro, HTML, and various Telephony applications; Electric billing, PUC and ERCOT regulations, BPCS, ADP Payroll system, CRM. Lead Generation, Google Docs, Kronos. ServiceNowProfessional Experience:GuidePoint July 2023 January 2024Application LeadWorked with internal development and operations to create and escalate but tickets via Jira.Troubleshooting client issues via CRMReproduced errors or questions in Client support copy or SandboxUsed DataDog to understand solve email/blocked ticketsWorked tickets that came into queue using HelpDesk and categorizing ticketsWrote up/created Jira tickets and followed until completionRemote Support via phone, email etc.Service Now ticketing. (ERP)Beginning ERP- enterprise resource planning/SAPMortgage Cadence/Accenture, Atlanta, GA July 2021 January 2023Application Support Senior Analyst Cl9/10Data Export Management-- Monitor the status of connections that have been moved to a production status. Investigate and resolve issues/bugs with existing code. Work with Account Managers, Engineers, and customers to determine best practices for connection design.Customer Service and tech support for internal systemsCommunicate extensively via Footprints (internal notes includedTroubleshooting client issues via MCP/ELC.Reproduced errors or questions in Client support copy or SandboxRan/Wrote SQL queriesWorked Directly with Client ManagersRotated on Pager Duty, ticket checkWorked Critical tickets which were updated every 20/30 mins.Wrote up/created ADOsService Now ticketing. (ERP)Worked extensively with Azure, MCP, MC Cloud, Remote Desktop(s), SQL, mc-co-visualstudio for ADO creation,Worked with Service Now CRM ticketing system to streamline the workflowsAssisted with the SLAs and KPIs formatted with in the clients Service Now systemADP, Atlanta, GA November 2016 2021BTS Connections Support Specialist (previous Contractor with Futurewave)Data Export Management-- Monitor the status of connections that have been moved to a production status. Investigate and resolve issues/bugs with existing code. Work with Account Managers, Engineers, and customers to determine best practices for connection design.Customer Service and tech support for internal systemsCommunicate extensively via emailPM and Business Analyst duties as required Connection Support-- Serve as technical resource for Account Managers and Customer Service Representatives with questions regarding active connections. Participate in conference calls with customers or prospects with connection questions.Point of Contact with Third Party Vendors-- Maintain primary contact information for each third party vendor whom we have a connection. Work with these contacts to track new release dates for their systems, obtain updated file specifications, and identify the impact of any changes on existing connections. Maintain a library of file specifications.Make modifications to existing connection code as requested by clientTest connections to ensure accuracy of transmission of dataOpen Enrollment SpecialistC&O Recovery, Winder, GA April 2016 November 2016Business Analyst/Project ManagerCustomer Service and tech support for internal systemsCommunicate extensively via emailBackend Billing and payrollSQL basic queries writing and running scriptsAssisting with marketing of businessPM and Business Analyst duties as requiredAssist with Lead GenerationZero2Ten, Alpharetta, GA January 2016 April 2016CRM ConsultantCRM Black belt (including blue, purple and brown belt)Customer Service for clientsTechnical support on CRM customer databasesCommunicate extensively via emailTrain customers on workflows, updating user information and other CRM questions.Cloud10 Support (Sherweb)Primary Account Consultant for all CRM issuesClick DimensionsITKProfessional Development training courses completed:SQL training at ista North AmericaGeneva Training (Billing System)MS Project 98 & Project Management: EstimatingCCP/Excel: Surveillance & Reporting / ProvisioningCRMJIRASalesforce |
