Business Analyst

• Feb 2001 - Present

Specialist - Technical Support

• Jan 2001 - Present

Technical Support Analyst I, Client Success

• Mar 2020 - May 2020

• Provide technical, product and business knowledge to support Client Success • Manage issue resolution to triage, escalate and ensure timely and consistent customer communication• Manage the customer ticket lifecycle process through initiation to closure• Engage in customer meetings and document issue to engage L1, L2, L3 for resolution• Handle technical subjects and connect multiple underlying issue to target and resolve• Work with cross-functional and external partners, along with varying levels within the company• Coach critical thinking approaches to resolve issues, identify root cause, address questions, and alternative approaches• Excellent written and verbal communication skills with the ability to focus and clarify concepts

Systems Integration Senior Analyst

• Dec 2014 - Feb 2020

Guide Operations Team through identifying, analyzing and execution of improved workflow processesDeveloped test scripts scenarios, execution of test scripts, utilization of test tracking systems to report results, triage and assign defectsPerformed unit, parallel and regression testing, documenting test resultsCommunication with customers to assist with satisfactory outcomesTraining and knowledge transfer to team membersAlerted senior level personnel when system failures occurredIdentified escalation process, application failures and participated in identifying cause