Roland Phongsavath Email & Phone Number

Richardson, Texas, United States

Richardson, Texas, United States

Plano, Texas, United States

Dallas/Fort Worth Area

Monitor, analyze, and improve processes that directly impact the software development and delivery of release. I was point of contact for escalation from front line support to resolve bug discoveries reported in existing product, balancing capacity of work between new development and bug fixes. • Working with onshore and offshore developers as well as internal and external stake holders, delivered new development projects within the projected delivery date within budget. • Assist with… Show more Monitor, analyze, and improve processes that directly impact the software development and delivery of release. I was point of contact for escalation from front line support to resolve bug discoveries reported in existing product, balancing capacity of work between new development and bug fixes. • Working with onshore and offshore developers as well as internal and external stake holders, delivered new development projects within the projected delivery date within budget. • Assist with business process design for product development writing user stories and planning schedule of work• Use of SQL query to troubleshoot client issues with products to reduce turnaround time to resolution.• Developing working relationship with clients helped to reduce reported client issues with existing produce while working to develop new project. • Troubleshooting client issues helps to reduce callback and develop client trust.• Working in Agile process moving from waterfall style development, lead development in daily and iteration meetings to re-align and monitor progress. • I managed all the written requirements and training material for user guides of developed products. Show less

Work with clients to resolve their software inquiries daily. Became subject matter expert (SME) quickly and developed rapport with clients. • Product knowledge quickly acquired to become the team subject matter expert relating to system and excel related issues resulting in quicker resolutions to client inquiries.• Train and improve support team product knowledge for both onshore and offshore agents improving overall resolution turnaround time.• Respond to customers with accurate… Show more Work with clients to resolve their software inquiries daily. Became subject matter expert (SME) quickly and developed rapport with clients. • Product knowledge quickly acquired to become the team subject matter expert relating to system and excel related issues resulting in quicker resolutions to client inquiries.• Train and improve support team product knowledge for both onshore and offshore agents improving overall resolution turnaround time.• Respond to customers with accurate application and tech related information while assisting them with various support requests.• Handle escalated situations with the goal of making the customer happy and ensuring they feel positive about their experience.• Liaison with development to ensure customer concerns are reproduceable and are ticketed to be resolved by development• Support representative for application functionality of Thomson Reuters ONESOURCE products including: Workflow, FileRoom, DataFlow, General Ledger Manager and Tax Calendar Show less