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Web Technology Manager, Enterprise Support Resume

Santa Clara, CA

SUMMARY:

Enthusiastic, results - driven professional with extensive experience in IT, business analysis and customer support. Highly effective communicator, skilled in building strong relationships and collaborating across multiple business units. Expert at working with globally distributed teams, bringing people together to solve complex problems and integrate systems for a stellar customer experience.

CORE COMPETENCIES:

  • Business Analysis
  • Project Management
  • SCRUM / Agile
  • Requirements Gathering
  • Jira
  • Customer Relationship Management (CRM)
  • Digital Asset Management (DAM)
  • User Stories
  • Adobe Experience Manager (AEM)
  • Salesforce for Support
  • Oracle Service Cloud

EXPERIENCE:

Confidential, Santa Clara, CA

Web Technology Manager, Enterprise Support

Responsibilities:

  • Guaranteed support customers’ ability to connect with crucial data by managing daily operation of a multi-language support website on AEM with multiple system integrations, vendors and stakeholders.
  • Implemented a dynamic case management solution for creation and management of support cases and chat by communicating with technical and non-technical stakeholders, team members at multiple levels and leadership to identify, prioritize and document all requirements and ensure they were delivered.
  • Dramatically improved search capability for customers by partnering with IT, consultants and stakeholders from multiple business units to implement Solr search technology for the support website.
  • Elicited requirements, prioritized defects, developed go-live criteria, and test plans and scripts.

Confidential, Eugene, OR

Principal Business Analyst, Enterprise Support

Responsibilities:

  • Drove strategic projects to enable the support organization to provide excellent customer service.
  • Coordinated cross-functional teams to deliver technology and process solutions to enhance the customer experience.
  • Focused on requirements gathering, solution design, delivery and validation.
  • Delivered a project that enabled secure file transfer of case data, dramatically improving security and organization of files within cases by advocating for stakeholder’s needs, managing competing priorities and keeping focus on business value as the Agile Product Owner.
  • Developed and delivered training and documentation for support web authors to support AEM content migration.

Confidential, Eugene, OR

Principal Operations Specialist, IT

Responsibilities:

  • Identified and implemented strategic opportunities for enterprise support to improve technologies and processes to better serve customers.
  • Primary contact for Problem Management for Enterprise Support.
  • Liaison between Technical Support and IT on Root Cause Analysis and Corrective Actions driving strategic decisions.
  • Improved operational efficiency through business process analysis on technical support processes.
  • Led a cross-departmental, global Salesforce.com Super User governance taskforce to enable customers to request, manage and validate super user access.
  • Developed Executive Dashboard reports to demonstrate impacts of outages on Customer Satisfaction and Enterprise Support productivity.

Confidential, Eugene, OR

Senior Principal Business Analyst, IT

Responsibilities:

  • Supported the Export Compliance team by identifying, prioritizing and resolving technology and process issues.
  • Project manager for quarterly enhancement releases in Oracle ERP and TradeSphere while maintaining regulatory compliance.
  • IT Leader for Export Compliance Business on maintenance and enhancement planning and prioritization.
  • Lead Business Analyst for TradeSphere upgrade. Provided technical support and used SQL to verify data from Oracle and TradeSphere to pinpoint issues and validate testing.
  • Managed the implementation of a process to archive over 6 million inactive customer records from TradeSphere for dramatic application performance improvement.

Confidential, Eugene, OR

Senior Principal Business Analyst, IT

Responsibilities:

  • Leader of the North American Business Analyst Forum with over 50 active members.
  • Provided technical support, and implemented enhancements to trade compliance tools required for screening over 380,000 customers and 160,000 orders a month to ensure secure and compliant sales transactions.
  • Directed a cross-functional team to consolidate over 500 support and self-service documents from 12 different databases into one web interface for improved search capability and performance.
  • Lead business analyst for a project that combined and consolidated incident categorization in Remedy for over 80 services, 250 applications and 200 IT groups for the Confidential -Veritas merger.

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