Translated high-level business requirements into detailed user stories, including acceptance criteria, for prioritization in Agile backlogs.Collaborated with Development, QA, and Field teams to ensure a clear understanding and feasibility of user stories.Maintained comprehensive documentation of requirements, user stories, and acceptance criteria through Azure DevOps, ensuring a clear and accessible knowledge base for the team.

Successfully implemented over one hundred Profit Center Managers and their customers on the company’s “Customer Portal” website using project management, planning, configuration, technical support, and training.Supplied ongoing technical support, adoption guidance, and thought leadership for customer-facing technologies.Trained Profit Center management and sales engineers to aid customers in adopting the technologies. This includes one-on-one assistance or campaign/event planning and execution.Generated and escalated support cases to product development teams through the Fresh Service ticketing system.Reduced support ticket volume by 40% by implementing new SLA criteria for ticket response and closure.Supplied ongoing consultation and thought leadership to Profit Center management on assigned technologies.

Managed 60-70 customer inquiries via phone & email. Managed and resolved customer and store-related complaints.Provided customers with product and service information.Documented all call information according to standard operating procedures, and escalated priority issues to proper teams.

Acted as liaison between the Verizon project team and ClientMonitored ongoing service management to ensure compliance with SLAs and performance commitmentsEnsured that all contracted program deliverables are completedEstablished periodic status meetings with Client, Verizon, and any Third-Party Vendors to discuss status of contractual relationshipEnsured Client utilization and knowledge of Verizon client Portal for web-based, self-service network management tools, including providing client training as necessary Develop and project manage service improvement plans for chronic/critical Client issues.

Provide first level support under the Treasury Web Application Infrastructure (TWAI) account of the Federal Reserve System of the Bank of DallasResponds to customer calls and emails for Service Requests and Incidents and creates them via the Remedy ticketing systemCoordinate crisis conference callsContact on-calls and escalate as neededComplete basic support functions such as: password resets and moving/ touching files using basic UNIX commandsRespond quickly to system alerts generated through the automated monitoring system and escalate as neededApprove Emergency Privileged Access Controls (EPAC) to AI's, SME's, or groups for SUDO access