Amna Saeed Email & Phone Number

Arlington, Virginia, United States

Alexandria, Va

Luminate SupportBBCRMCampBrainSkillsoft Oracle

Alexandria, Va

Provide first tier support and administration for offline CRM database of record (Team Approach) and general support for other software solutions including on-line Fundraising Tool (Luminate - a customized version of Blackbaud’s Content Management System, CMS), Auction management software (AuctionMaestro), and Camp Management software (Camp Brain). This position helped organization migrate to operating at an enterprise level by proactively using project management and process analysis skills while assisting with requirements definitions, design development, system setup and maintenance, and implementation. Effectively, worked with key related departments in the organization to resolve their issues and document and learn their business processes to help offer improvements that tightly integrate with the systems.RESPONSIBILITIES * Perform daily processes to facilitate completion of scheduled and unscheduled business operations in multiple software solutions* Act as first level of support responding to stakeholder inquiries received through e-mail, telephone, or other communication and escalate to Tier 2 support as necessary * Manage support emails and ticketing system in addition to serving as liaison to end users and other stakeholders* Monitor and analyze the data flow between offline CRM and on-line Fundraising Tool* Act as a backup for the general needs of the department including assisting with on-line help desk support tickets, testing upgrades, project support, etc. * Continually update documentation* Learn “the business” and understand the roles of the key users of the system, make recommendations of best practices, and make sure documented best practices are being followed

Pro-active contributor to the success of the Business Support Group and Service Center team. I provide cure support through CUREHELP top field, service center & National office staff. Log all issues/communications with the field staff in appropriate database systems, this includes helping to record and report errors generated by the Data Services Staff. Share equal load of all support needs from the event support, CureHelp calls and General customer service line calls. Provide effective support to the field and national office staff responding accurately, efficiently to all internal/external partners in a timely manner. •CRM database.•Direct Support to the Field Staff•Eastern Market Events Handling & Process•Convio (Blackbaud) •Team Approach Database Expert•Call Logging ( heat ticket support) •Accounts receivable entry for event and non-event income•Matching Gift Process•Specialized in coding camp income for accounts receivables

Alexandria, Va

Alexandria, Va