System Technician/Analyst Resume Frisco/Dallas, TX - Hire IT People

SUMMARY:

Certified Scrum Master and Product Owner
Experienced Trainer - Recognized Technical SME
Highly adaptable business/system analyst and Agile practitioner who works collaboratively with business, development teams, and other stakeholders to deliver optimized business solutions and processes.
Skillful manager of complex development priorities and motivational team-builder who works effectively across all levels of the organization.

EXPERTISE IN:

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Frisco/Dallas, TX

System Technician/Analyst

Responsibilities:

Delivers real-time system support and centralized data/alert analysis to field engineering/maintenance teams using proprietary MAX elevator monitoring system.
Acts as SME on MAX system hardware and software components and provides technical training to Service Desk personnel
Selected to fill newly created position to develop operational processes, procedures, and standardized reporting for recently deployed MAX system.

Business Analyst/Product Owner

Confidential

Responsibilities:

Coordinated across business, engineering, and development teams to define and prioritize business requirements, perform quality assurance, and provide training in support of system development.
Acted as Product Owner in fast-paced Agile environment to deploy multiple value-added business solutions.
Managed business requirements and provided QA support for development of proprietary time and job management system that decreased field maintenance administrative time by an average of 80%.
Helped significantly increase productivity for 2,200 employees as Product Owner for innovative mobile and desktop chat application used by field staff to communicate with home office support during maintenance calls.
Presented training to 113 branches and over 2,000 staff, contributing to the successful national roll-out of multiple systems.
Recruited as SME for team customizing major dispatch software upgrade. Developed over 800 testing routines and coordinated testing team efforts to ensure solution met all business requirements.

Dispatch Lead/Dispatcher

Confidential

Responsibilities:

Assisted regional Dispatch Contact Center Manager in ensuring that dispatching team delivered best-in-class customer service and met Key Performance Indicators (KPIs).
Assigned maintenance jobs to appropriate field staff and provided status updates to customers.
Handled calls originating from elevators and followed protocols to address emergency situations and support passengers.
Selected as national dispatching SME to support change management during multiple rounds of Contact Center restructuring and process improvement.