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Skills

  • Performance optimization
  • Risk assessment and mitigation
  • Data-driven decision making
  • Change Management
  • Systems configuration
  • Business operations
  • Conflict resolution
  • First Aid/CPR
  • Business operations enhancement
  • Technical writing

Work Experiences

  • Aligned internal resources.
  • Achieved a 20% improvement in NPS score.
  • Collaborated with the product management team.
  • Completed within 6 months.
  • Collaborated with cross-functional teams.
  • Collaborated with the implementation team to define project goals and align internal resources, driving a 18% decrease in project delivery time.
  • Assessed client workflows and system requirements, recommending solutions that improved overall business operations by 20% efficiency.
  • Analyzed feedback from post-live reviews.
  • Collaborated with clients to gather requirements.
  • Collaborated with clients to gather requirements, reducing customization costs by $8 after completing a comprehensive systems gap analysis.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Built an actionable roadmap.
  • Implementation Associate with extensive experience setting up hardware and software components for system users.
  • Assesses roadmaps for optimal functions by balancing critical business and IT needs against computer system and procedural limitations.
  • Conducted gap analysis to minimize customization costs.
  • Boosted operational performance.
  • Over 14 end-users were taught new hardware and software tips.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Implementation Associate who is rational, critical-thinking, and has 16 years of experience enhancing organizational operations through information systems solutions.

Accomplishments

  • Documented and resolved system which led to process.
  • Collaborated with cross-functional teams to complete 4 high-priority implementation projects, delivering each within 18 months and under budget.
  • Played a key role in the deployment of ServiceNow, resulting in a 83% reduction in client support tickets post go-live.
  • Developed a continuous improvement framework for early-stage client feedback, which improved client retention by 26% after system handovers.
  • Orchestrated the smooth transition of newly implemented systems, leading to a decrease in client churn by 40% over three years.
  • Implemented risk assessment protocols for installations, allowing early identification of potential obstacles and reducing overall project delays by 65%.
  • Achieved 24% improvement in time to value for customers by optimizing onboarding processes and reducing lead times in project handoffs.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monitored project workflows using agile methodologies, resulting in the timely delivery of 6 implementation projects within one year.
  • Partnered with product teams to incorporate customer feedback into development cycles, reducing feature backlog by 19%.

Affiliations

  • International Council of Nurses
  • Jaycees
  • International Association of Software Architects (IASA)
  • Toastmasters
  • Society for Technical Communication (STC)
  • PMI - Disciplined Agile Scrum Master (DASM)
  • Digital Project Management Association (DPMA)
  • Association of Change Management Professionals (ACMP)
  • Society for Customer Experience (SCE)
  • International Institute of Business Analysis (IIBA)

Certifications

  • Microsoft Azure Fundamentals (AZ-900)
  • CompTIA A+ Certification
  • Lean Six Sigma Green Belt Certification
  • ServSafe
  • IT Infrastructure Library (ITIL) v4 Certification
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Certified Public Accountant
  • Certified Business Analysis Professional (CBAP)
  • Google Certified Professional Cloud Architect
  • First Aid/CPR Certified

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