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● Managed multiple applications and projects coordinating internal development with external committees andstakeholders

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● Managed multiple applications and projects coordinating internal development with external committees andstakeholders

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• Update and maintain internal and customer-facing support documents and processes after application updates or new product releases

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