Tommy Knopf Email & Phone Number

Maple Valley, WA, US

• Contribute end-to-end support for migration from legacy systems to MS Dynamics 365 Field Services application.
• Collect business requirements, create user stories, create process flows, supply logic for business rules and event triggers.
• Address system and cross-functional mistranslations via curating a system relationship to the business lexicon; eliminate multiplicity and gain buy-in for new language model.
• Utilize PPT/Golden Triangle methodology to advise leadership on multilayered approach to trim and consolidate applications and streamline business processes.
• Gain deep understanding of legacy systems and data interactions required to complete post-merger data migrations without losing critical customer data.
• Reduce operational expense by minimizing human/system interaction via intersystem data transfers, process correction, or intervention handled with automation.

• Progressed through positions of increasing responsibility, due to innovative leadership and outstanding performance, in system sustainability, risk reduction, solution development, process improvement, and user.
• Designed and developed the Integration Command Center (ICC), leveraging existing tools to minimize costs, with a specialized team efficiently solving B2B integration questions and issues.
• Created an innovative ticketing system and reporting structure used to ensure adequate staff coverage, measure results, and pinpoint trends, achieving nearly 98% SLA compliance for over 1,800 tickets in just a few.
• Strategically developed and presented ICC goals and plans to align executives and the organization to ensure success and business partner satisfaction.

• Redesigned, transformed and automated reports using SQL queries/data techniques, while enhancing readability and clear presentation to enable data-based leadership business decisions.
• Collected extensive historical data to successfully mark and identify opportunities for improvement.
• Assessed and resolved backend issues for customer and employee user interfaces, including explaining system functionality and limitations to help prevent future usage problems.
• Effectively documented and ranked system issues, User Story creation, and iteration planning for IT releases in an Agile Development environment, to deliver system defect and enhancement support.

• Liaised between business partners and engineering/technical teams, to translate business needs into requirements to aptly inform and direct the development of technical solutions.
• Provided backend support for T-Mobile Billing System (CSM/Samson) for internal business partners.
• Meticulously monitored system issues and effectively communicated outages/issues to employees.

• Closed a $500,000 per year fraud risk by effectively partnering across teams to conduct root cause analysis to identify gaps and launch remediation projects.
• Co-led the Risk Council, a cross-functional Enterprise Risk Management team conducting root cause analysis to track, reduce or mitigate business risk throughout the organization.
• Conducted thorough assessments of vendor partners’ general business, data and security practices to analyze and rate risk levels, while providing mitigation recommendations.

• Conducted in depth analysis of fraud schemes and offered mitigating solutions to reduce losses associated with fraud.
• Subject Matter Expert for fraud and gaming techniques for enterprise level projects and active member of the Enterprise Vendor Fraud Assessment team.
• Conducted 3rd party supplier reviews based on suppliers’ general business practices.

• Co-created the Business Fraud Team based on detailed analyses that revealed the need for a team specifically focused on the investigation of business accounts fraud.
• Worked with interdepartmental teams on the termination of several accounts that had previously exploited/harmed the T-Mobile network.
• Effectively liaised between Executive Customer Relations Department and Risk Assessment Team.
• Consistently exceeded goals as one of the top five analysts out of 50 (based on departmental Key Performance Indicators), for three straight years, 2005 to 2008.

• Investigated accounts for possible fraudulent activity.
• Exceeded department metrics for cancellation of fraudulent accounts and call quality.
• Conducted work flow analysis and restructured department task schedules.
• Collaborated with coworkers and management on issues to increase productivity.
• Delivered outstanding customers service by corresponding with fraud victims to provide protections and settle credit discrepancies due to identity theft.
• Worked with the three major Credit Bureaus to successfully resolve credit issues for fraud victims.

• Managed four employees and over 15 volunteers.
• Conducted case reviews and bookkeeping for over 6,000 clients, to ensure basic needs of individuals/ families were met.
• Advocated for houseless and low-income clients to provide essential resources.

Master Of Science - Ms, Information Management, Business Intelligence/Information Consulting

Bachelor Of Criminal Justice, Criminal Justice, Spanish