Business Analyst Resume Profile

Summary

Technical Customer Support and Relationship Management Professional
Technical Customer Support - Relationship Management
Technical customer support professional with over 17 years of experience in technology organizations. Results driven individual with a dynamic career in a customer-care environment. Articulate communicator with strong relationship, technical, management, and analytical skills.

Technical Knowledge

Professional Experience

Confidential

Cloud Computing Business Analyst

Responsible for onboarding IBM Brands onto bridge component to sync support tickets between ticketing systems.
Assist with new IBM Brand acquisition migrations from existing CRM into IBM approved CRM Parature
Create documentation for processes and procedures surrounding Software as a Service SaaS
Create best practice documentation relating to Software as a Service SaaS
Maintain monthly reporting on product usage across multiple IBM brand organizations.

Confidential

Minimized customer downtime by providing technical problem resolution to IBM customers and customer facing support staff troubleshooting issues by phone or via email as required.
Resolved problems by applying technical expertise determined what diagnostic information is required to resolve customer problems. Escalates issues to appropriate technical development groups with the necessary supporting documentation
Ensured customer satisfaction with timely follow-up approached problem solving from an overall solution perspective resolved issues in a timely, respectful, considerate, and concerned manner
Increased customer and support staff technical skills through daily interactions
Completed tasks with minimal supervision or managerial intervention

Applied analytical, problem solving, and troubleshooting skills on a daily basis
Defined problems, collected data, established facts, and drew conclusions read and interpreted technical drawings and documentation.
Expressed complex technical concepts in layman's terms, both verbally and in writing
Developed an understanding of new data formats, protocols and systems with little training.
Assisted with troubleshooting translation and data issues pertaining to EDI, XML, Flat File and other data formats.

Assisted in the implementation and use of new and existing maps: used developed skills to troubleshoot mapping related issues.
Awarded Excellence Eminence Award in 2011

Confidential

Provided support to the 100 top revenue-generating customers for EDI-related issues in a call-center environment.
Managed customer relationships from both a technical and business perspective.
Maintained 95 customer satisfaction statistic.
Researched and resolved communication issues acted as liaison when escalation was necessary.
Demonstrated team leadership responsibilities by mentoring co-workers.
Provided after-hours support on a rotating basis for designated Key Accounts.
Performed work-related tasks with minimal supervision, and handled ambiguous situations with little supervisory assistance.

Confidential

Provided customers with timely and accurate resolution via telephone for software- and network-related technical problems.
Maintained excellent customer and internal employee relationships.

Confidential

Responsible for collection of past-due accounts drafted and processed collection paperwork.

Confidential

Performed corporate collections worked with customers to resolve invoice problems.
Processed and distributed invoices on a daily basis, balanced daily receipts, and reconciled bank statements.