Rachel Patton Email & Phone Number

Indianapolis, In, Us

Indianapolis, Indiana

• Analyzed business processes, elicited requirements and wrote user stories to for a variety of company projects resulting in increased revenue and decreased expenses.• Worked with all areas of the business, vendors and IT throughout project lifecycle to ensure all needs were met.• Triaged support tickets resolving many and troubleshooting others to provide developers additional information to narrow the problem and work more efficiently.• Worked in both Kanban and Scrum environments.• Managed several projects• Tested user stories and wrote user documentation.

Washington, Il

• Analyzed needs for technology upgrades and selected products. • Updated infrastructure and systems resulting in increased efficiency, access and security. • Implemented multiple web sites. • Provided general technical support and training.

Lansing, Michigan

System Administrator• Assisted business divisions in determining needs and translating those into system requirements. • Ensured requirements were usable across divisions in a leveraged environment. • Mapped new customers’ business processes to existing data model. • Interfaced between customers, developers, and operations support throughout the development life cycle. • Wrote and executed implementation test cases. • Subject Matter Expert in the Problem and Profile Management system. • Troubleshot third level system issues. GRM Focus Team Lead• Coordinated Customer Relationship Management software issues across multiple helpdesks and customers. • Increased communications throughout organization. • Improved relationships with support community. • Developed and completed user acceptance test cases. • Developed end user documentation on releases. • Provided feedback on changes through design walk-throughs and communications with developers. • Represented organization’s interests to the User Community GroupKnowledge Base Administrator 1996-1998• Designed and administrated Lotus Notes database as central repository for helpdesk resolutions resulting in faster problem resolution. • Reviewed cases for inclusion and added to Knowledge Base. • Part of team that migrated Knowledge Base to a web solution for use across multiple helpdesk locations. Team Leader• Supervised a team of 12 helpdesk agents. • Performed performance appraisals and mentored agents in developing career objectives. • Provided input into operational issues. • Part of initial quality assurance team for Vantive call tracking system customization and early releasesHelpdesk Analyst• Troubleshot software, hardware, and LAN problems for a variety of customers over the phone. • Provided customer support specializing in Microsoft Office applications.

Battle Creek, Michigan

• Designed, developed, implemented, and statistically analyzed a variety of marketing research studies. • Supervised telephone interviewers. • Wrote reports for customers summarizing results.

Okemos, Michigan

• Taught computer classes in wide variety of software packages such as Windows, Word, Excel, and WordPerfect. • Developed and evaluated curriculum.

Sunnyvale, California

• Guidance, Navigation, and Control Analyst for the Inertial Upper Stage Rocket. • Analyzed rocket and satellite data in a real time setting. • Recommended actions to Flight Director based current data• Developed contingency plans for use in case of failures.

Applied Math, Emphasis In Statistics

Some Graduate level courses toward degree

Ba, Math, Religious Studies

Summa Cum Laude