Amy Smith
New Bern,United States
Summary
Results-driven professional with a strong passion for public safety and quality assurance. Demonstrates exceptional organizational skills and a proven ability to efficiently solve complex tasks under pressure. Recognized for making sound, quick decisions in high-stakes environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Solutions Architect
CentralSquare Technologies
02.2020 - Current
- Manages change order processing for Strategic and Global projects, ensuring timely and accurate execution
- Works collaboratively with the Sales, Finance and Legal teams to process client Change Orders
- Leads vendor management efforts for Third-party vendors, strengthening relationships and ensuring compliance with SLAs
- Performs in-depth process analysis and documents workflows for the Change Order processes
- Influences change order processes by advocating for key process improvements
- Ability to learn proficiency with new technologies such as Salesforce, Microsoft Office, and various collaboration platforms such as Teams, Jira, Zoom, Confluence, and Slack
- Responds to Sales Requests in SalesForce
Resource Planner
CentralSquare Technologies
09.2018 - 02.2020
- Coordinated with multiple teams to assign resources to tasks based on skillset, location, etc to ensure performance targets were met
- Worked to ensure that the backlog of unplanned hours is kept at the desired level through the Capacity vs Demand initiative
- Collaborated with management on process improvements such as new scheduling processes
Business Analyst
CentralSquare Technologies (Formerly TriTech Software)
05.2017 - 09.2018
- Assisted clients in defining operational requirements. Worked as required with engineering staff during software development to clarify requirements and expectations of our clients
- Created Requirement Documents and Use Cases for enhancements included in the Statement of Work
- Conducted System Orientation courses and Demonstration of Licensed Functionality (DOLF) for clients, and assist with training as necessary
- Prepared and maintained client-specific reports detailing the system set-up
CAD Administrator
South Metro Fire Rescue
05.2016 - 05.2017
- Same duties as CAD Services Supervisor @Charleston County Consolidated 9-1-1 Center, SC
Business Analyst
CentralSquare Technologies (Formerly TriTech Software)
10.2013 - 04.2016
- Same BA position with CentralSquare Technologies
CAD Services Supervisor
Charleston County Consolidated 9-1-1 Center
05.2010 - 09.2013
- Oversaw the Consolidated 9-1-1 Center’s Computer Aided Dispatch functionality; configured and implemented software applications; managed, organized, protected, documented and fine-tuned the computer, security and file management systems; troubleshot software; provided technical support to system end-users; provided end-user training; prepared and submitted routine and custom reports for management and user agencies; managed CAD System databases to ensure data accuracy; evaluated proposed changes and make recommendations based on system functions
- Directed and supervised staff in preparing system changes based on the needs of the department, defining, and implementing User’s Accounts and providing support to users of the application software. Performed, coordinated, and managed service calls. Kept informed of current developments in technology, which involves contacting vendors, attending seminars, and contacting other government agencies
- Coordinated public safety emergency communication and dispatch program activities and operations with the agencies supported by the center; coordinated assigned activities with other divisions, outside agencies, and the public; and provided highly responsible and complex staff assistance to the Communications Manager
Quality Assurance Lead
Fidelity National Information Services
10.2007 - 01.2010
QA Specialist
Fidelity National Information Services
10.2006 - 10.2007
Education
GED -
Craven Community College
New Bern, NC05.1994
Skills
- Problem-solving & Troubleshooting
- Teamwork
- Analytical Thinking & Creativity
- Research
- Data Analysis
- Quality Assurance
- Collaboration
- Organization
- Salesforce
- Microsoft Office, Word, Excel, Teams
- Computer-aided Dispatch Software (CAD)
Certification
Private Investigator Certification, 09/01/08, Clayton State University
Technologies & Software
- Salesforce
- Microsoft Teams
- Mercury Quality Center 9.0(Test Director)
- Microsoft SQL Server
- Microsoft Query Analyzer
- Microsoft Enterprise Manager
- Office
- Word
- Excel
- Crystal Reports
- TriTech/Enterprise CAD
Timeline
Solutions Architect
CentralSquare Technologies
02.2020 - Current
Resource Planner
CentralSquare Technologies
09.2018 - 02.2020
Business Analyst
CentralSquare Technologies (Formerly TriTech Software)
05.2017 - 09.2018
CAD Administrator
South Metro Fire Rescue
05.2016 - 05.2017
Business Analyst
CentralSquare Technologies (Formerly TriTech Software)
10.2013 - 04.2016
CAD Services Supervisor
Charleston County Consolidated 9-1-1 Center
05.2010 - 09.2013
Quality Assurance Lead
Fidelity National Information Services
10.2007 - 01.2010
QA Specialist
Fidelity National Information Services
10.2006 - 10.2007
GED -
Craven Community College
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