Jennifer Duwall Email & Phone Number

Bradenville, PA, US

Grafton, West Virginia, United States

Pittsbugh, PA

• Managed multiple projects from kick-off to go-live concurrently, including statewide implementations
• Created, managed, and distributed project documents, such as meeting agendas, note templates, risk registers, project plans, project schedules, and communication plans
• Served as a liaison between the business and technical teams
• Successfully balanced customer and user needs with business requirements, budgetary restrictions, and logistical considerations to develop project deliverablesKey Contributions
• Maintained client satisfaction rates over 94.5% across all projects
• Designed custom communication protocols for each product to ensure seamless information exchange

Reston, VA

• Developed strong business partnerships with clients across 17 states
• Advocated for client needs to ensure success at the executive, system admin, and user levels
• Acted as the key point person for escalation of client issues and concerns as neededKey Contributions
• Proposed and implemented a nationwide annual event for clients to develop loyal, lucrative relationships, which continues to have high rates of attendance
• Recognized by leadership for extensive technical expertise and high customer retention

Pittsburgh, PA

• Served as the database administrator for SAMS (Social Assistance Management System), including installation, support, and training of the SAMS suite of products for more than 500 users
• Supervised the SAMS Help Desk, including creating Service Level Agreements (SLAs)
• Designed, developed, and delivered the SAMS training program and curriculum
• Reported directly to the Deputy Director and worked closely with the executive staff to establish and maintain standards of service regarding the data integrity of the SAMS databaseKey Contributions
• Established a regional SAMS user group for southeastern Pennsylvania, which is still utilized today
• Created the SAMS training program from scratch, including creation of the help desk and all product and process documentation

Greensburg, PA

• Organized all aspects of coordinating the Enterprise Architecture Component reviews, including scheduling meetings with multiple attendees, conducting follow-ups, running and facilitating meetings, updating the modeler.
• Identified workflow/process improvements to increase project efficiency and ensure continuityKey Contributions
• Served as the Project Lead for several projects, including IT 2005 Business plan and Develop IS Scorecard and worked closely with the Director, Enterprise Architecture and Policy to prioritize projects

• Actively engaged clients to ensure the completeness of all submitted tickets, taking ownership of call from initial contact to closure
• Followed-up with clients to confirm satisfaction of all stages of supportKey Contributions
• Increased total issues resolved from 51% to 71% over 2 years

• Managed targeted internal IT projects and provided training on all new software Key Contributions
• Developed an ongoing training program for internal clients, including creating documentation and establishing a training database and help desk