Business Analyst/Implementation Resume DALLAS, TX - Hire IT People

SUMMARY:

Integral leader who offers a proven background in client implementation, project management and strategic analysis / planning, including developing and implementing operational initiatives to achieve continued profits and meet objectives.
Out - of-the-box thinker who demonstrates superior attention-to-detail and sharp analytical talents, including identifying and resolving multiple project issues with an ability to see the “big picture” in high-pressure business environments.
Excellent communicator who responds to rapid change while liaising among senior management, teams, and clients.

PROFESSIONAL EXPERIENCE:

Business Analyst/Implementation

Confidential, DALLAS, TX

Manage project plan initiatives, milestones and deliverables to ensure successful implementation.
Collaborate with project management team to document and implement standardized process work flows.
Effectively manage implementation lifecycle, including gathering business requirements, configuration and testing before project go-live.
Evaluate business processes and design solutions to address any gaps and present recommendations for project success
Build out as-is and to-be process maps for departmental/organizational changes.
Partner with key stakeholders in the design, build and delivery of project schedules for on time delivery.
Facilitate post implementation client training to internal and external users on all processes and product releases.
Liaise with Change Management and Training teams to bridge interdepartmental gaps and manage risks with newly implemented learning initiatives.

Implementation Consultant

Confidential, Dallas, TX

Served as primary customer contact during account implementation to ensure complete customer satisfaction by meeting account plan goals set by client and organization.
Established effective, strong relationships with key client stakeholders and managed cross-functional teams across various phases of account assessment, defining scope of work, implementation and facilitated client training.
Recommended tactical solutions throughout account on-boarding phase, product upgrades and new releases to ensure customer satisfaction and account growth.
Functioned as key support resource and customer advocate, effectively managing incidents and providing solutions to client requests.
Managed requirements gathering, testing, system functionality, and resource allocation to ensure client success during implementation phase of account.

Support Account Manager

Confidential, Irving, TX

Utilized a broad scope of industry knowledge toward managing a portfolio of enterprise and federal government accounts.
Successfully project managed client infrastructure migrations, version upgrades and adoption of the latest mobility solutions.
Served as customer advisor regarding technical issues, contract renewals, and product inquiry.
Drove business growth by capitalizing on opportunities to promote value-added client-customized product solutions.
Led a project to improve the SLA of Blackberry case management, which led to quicker resolution of customer ticketed issues.
Coordinated the involvement of Technical Support and Sales in effort to meet account objectives and customer satisfaction.
Facilitated training sessions which enhanced client knowledge of products and system functionality.
Managed renewals of client contracts and assisted account executives with cross-selling opportunities to increase key sales.

Client Support Manager

Confidential, Dallas, TX

Strategically managed post-sales relationships of $2-million assigned account base revenue, including meeting account plan goals set by client and organization, as well as delivering account reviews, handling billing/contract inquiries, and identifying risks .
Improved contract processes and presented solutions to increase renewals by 35% from prior year, along with improving customer support efficiency by 20% serving as training resource on contract standardization.
Collaborated with Technical Support and Sales to ensure successful product upgrades and integrations while recommending solutions during rollouts and releases.
Consulted with client decision makers to understand business and technical priorities to leverage solutions in effort to maximize contract potential.
Played a vital role in acquiring and negotiating contract renewals and pricing, including initiating quarterly billing audits to remain in compliance with corporate goals and objectives of the client base.