Harrison Vaughan Email & Phone Number

Cary, North Carolina, United States

• Apply knowledge of business rules to better define requirements for both UI and web services functionality.
• Drive agile software development efforts by acting as a voice for industry committees and customers to define andclarify user stories with development teams
• Work with developers, managers, and other business analysts transforming customer requirements into epics anduser stories
• Conduct Ad-hoc data analysis and reports to drive decision making and reach project goals
• Perform stakeholder user acceptance testing providing changes in a timely manner
• Collaborate with key stakeholders and project managers to produce project charters and detailed industryrequirements

Cary, North Carolina, United States

• Apply knowledge of business rules to better define requirements for both UI and web services functionality.
• Drive agile software development efforts by acting as a voice for industry committees and customers to define andclarify user stories with development teams
• Work with developers, managers, and other business analysts transforming customer requirements into epics anduser stories
• Conduct Ad-hoc data analysis and reports to drive decision making and reach project goals
• Perform stakeholder user acceptance testing providing changes in a timely manner
• Collaborate with key stakeholders and project managers to produce project charters and detailed industryrequirements

Cary, North Carolina, United States

• Create and deliver in-depth support sessions and webinars for customers to provide them with the knowledge and tools needed to use our products
• Managed the tracking and reporting of customer incidents, requests, and problems, and facilitated Railinc’s response to critical customer issues.
• Escalate business critical issues to product managers, business analysts, and engineers in order to facilitate troubleshooting and customer communication to resolution
• Perform application, FTP, and web service testing during outages and planned maintenance
• Maintain a deep understanding of the freight rail industry and form strong relationships with Railinc’s critical customers
• Led training sessions for new hires on Product Support and CSC to transfer product and industry knowledge

Cary, North Carolina, United States

• Managed the tracking and reporting of all service requests, processed all external communications, and facilitated Railinc’s response to critical customer issues
• Supported all Railinc product groups, and identified changes that can improve our products and processes
• Achieved a 100% satisfaction rate on all customer service requests
• Trained new hires on the team and served as a mentor to transfer industry and product knowledge
• Collaborated with product support, business analysts, and software engineers so that customer questions, application issues, and outages were escalated and resolved in a timely and effective manner

Tampa, Florida, United States

• Demonstrated analytical and problem-solving skills to provide solutions to management for everyday tasks
• Assisted and advised customers regarding questions for products and provided services
• Ensured a high level of service and productivity to develop positive customer relationships and increase revenue
• Managed multiple administrative functions, including accounting store revenue, training new employees, and producing product reports