Customer and tech support as well as scheduling and billing the broadband wireless industry.

Customer and tech support in the construction software industry.

Provide daily support, troubleshooting and problem resolution for help desk tickets on a web-based application used by banks and broker dealers. Monitor queue and assign tickets as appropriate. Follow up on overdue tickets; facilitate meetings if necessary to move forward with resolution. Hold monthly ticket review meetings for customers. Perform analysis on help desk tickets to determine issue patterns and trends. Work closely with colleagues to try and identify data related problems and solve them. Conduct research and collect data which will help in continual product development that will meet client needs. Ensure collection of high quality data. Process data requests into customer reports. Use SQL to create ad hoc reports as requested. Manage customer preferences/access. Manage products and concession rates. File analysis for missing accounts and analysis of data sent. Contact DTCC/NSCC mutual fund and annuity companies regarding file/account issues and initial setup of files. Compile monthly ticket statistics (count, time spent, average time spent per ticket). Function as Project Manager for small projects, both external clients and internal clients. Perform QA and system testing as needed. Participate in/facilitate other projects as requested.

Business Systems Analyst II – Third Party Distribution (7/04 – 7/05)Production Support and Enhancements for Reporting systemsBusiness Analyst II – Third Party Distribution (6/02 – 7/04)Project Management OfficeSr. Business Systems Analyst – Retirement Services (10/00 – 6/02)BlueStar project (UAT team) Sr. Business Systems Analyst – Retirement Services (10/98 – 10/00)Production Support for IVR and WEB systems Business Systems Analyst – Retirement Services (1/97 – 10/98)BSA support and testing for Y2K project; Lotus Notes administration and development. Administrative Assistant – Various departments (6/90 – 12/96)