Business Analyst | Project Manager | Senior Product Support Specialist | Trainer
Eagleville, Pa, Us
• Up-sold customization and software support contracts, additional software applications, and PCs and servers during problem resolution calls, resulting in $100,000 of increased sales• Organized internal knowledge base, reducing client support problem resolution response time by 70%• Developed, tested and implemented several utility programs, used for both data analysis and correction, reducing problem resolution time by 30%• Provided software customer support of municipal enterprise (ERP) applications to over 200 customers including requirements gathering, analysis, specifications writing, business process design, test plans creation, software testing, prototyping, and software implementation with customization of reports. Worked remotely during major snowstorms and, later, daily from 2016-2017. • Conducted web and on-site training delivery• Project Coordination - led planning meetings, analysis, development, test inspections, and other project meetings throughout software development life cycle• Expanded business by recommending that standard products also be offered on a subscription basis as Software as a Service (SaaS), making it affordable to smaller municipalities, and opening up a previously untapped market • Created self-service portal, reducing annual inbound call volume by 10% and call time by 70%• Developed software documentation and training guides that decreased customer call volume by 80% and call times by 70% • Initiated standard utility bill copy methodology, saving $2,500 per year of custom, non-billable programming