Business Analyst Customer Service
Resume:
Lawrenceville GA *****
Cell: 770-***-****
ad9rq1@r.postjobfree.com
Summary:
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 focused
Technical 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. ServiceNow
Professional Experience:
GuidePoint July 2023 – January 2024
Application Lead
Worked with internal development and operations to create and escalate but tickets via Jira.
Troubleshooting client issues via CRM
Reproduced errors or questions in Client support copy or Sandbox
Used DataDog to understand solve email/blocked tickets
Worked tickets that came into queue using HelpDesk and categorizing tickets
Wrote up/created Jira tickets and followed until completion
Remote Support via phone, email etc.
Service Now ticketing. (ERP)
Beginning ERP- enterprise resource planning/SAP
Mortgage Cadence/Accenture, Atlanta, GA July 2021 – January 2023
Application Support Senior Analyst Cl9/10
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 systems
Communicate extensively via Footprints (internal notes included
Troubleshooting client issues via MCP/ELC.
Reproduced errors or questions in Client support copy or Sandbox
Ran/Wrote SQL queries
Worked Directly with Client Managers
Rotated on Pager Duty, ticket check
Worked Critical tickets which were updated every 20/30 mins.
Wrote up/created ADO’s
Service 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 workflows
Assisted with the SLA’s and KPIs formatted with in the clients Service Now system
ADP, Atlanta, GA November 2016 – 2021
BTS 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 systems
Communicate extensively via email
PM 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 client
Test connections to ensure accuracy of transmission of data
Open Enrollment Specialist
C&O Recovery, Winder, GA April 2016 – November 2016
Business Analyst/Project Manager
Customer Service and tech support for internal systems
Communicate extensively via email
Backend Billing and payroll
SQL – basic queries writing and running scripts
Assisting with marketing of business
PM and Business Analyst duties as required
Assist with Lead Generation
Zero2Ten, Alpharetta, GA January 2016 – April 2016
CRM Consultant
CRM Black belt (including blue, purple and brown belt)
Customer Service for clients
Technical support on CRM customer databases
Communicate extensively via email
Train customers on workflows, updating user information and other CRM questions.
Cloud10 Support (Sherweb)
Primary Account Consultant for all CRM issues
Click Dimensions
ITK
Professional Development training courses completed:
SQL training at ista North America
Geneva Training (Billing System)
MS Project ’98 & Project Management: Estimating
CCP/Excel: Surveillance & Reporting / Provisioning
CRM
JIRA
Salesforce
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