Summary
Overview
Work History
Education
Skills
Certification
Languages
Websites
Timeline
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Alex Meltzer

Ashburn,VA

Summary

Versatile Senior Business Analyst with 14+ years of experience spanning IT service management, data analysis, process improvement, and stakeholder engagement across federal and private sectors. A proven jack-of-all-trades, having contributed to various business functions, including QA testing, bookkeeping, sales, contract renewals, and leadership reporting. Known for attention to detail, adaptability, and the ability to wear multiple hats, seamlessly bridging business and technology to optimize workflows, drive efficiency, and deliver high-impact solutions. Expertise in strategic planning, risk assessment, and cross-functional collaboration to enhance service delivery and align technology with business goals.

Overview

14
14
years of professional experience
1
1
Certification

Work History

IT Project Analyst & Client Services Manager

MetaPhase Consulting
Reston, VA
12.2020 - Current
  • Managed the Client Services module for USAID, handling 650+ IT-business process requests annually. Led a team to assess whether existing tools or processes could resolve requests or if escalation to project status was necessary. Only 25% of requests were escalated, while the remaining were resolved through existing solutions, driving cost savings and resource efficiencies.
  • Improved IT support operations for global missions by designing two intake modules to separate standard IT service requests from IT-business gap requests, streamlining processing, reducing misrouted tickets, and ensuring faster SLA-aligned resolution.
  • Optimized AI-driven case management and workflow automation by developing an enhanced requirements-gathering process with refined documentation and a structured intake for AI-related requests, ensuring clearer scope and efficient implementation.
  • Led and mentored a team of three to manage ServiceNow enhancements, blanket purchase agreements for licenses, and workflow automation, promoting best practices in service delivery, client management, and cross-functional collaboration.
  • Optimized resource allocation by coordinating stakeholder meetings to review project requests, collect requirements, ensure proper handoff to security review teams, and facilitate smooth implementation.
  • Enhanced project transparency by securing leadership buy-in and collaborating to transition manual processes into a centralized system, providing real-time visibility and improving decision-making.
  • Streamlined support operations by creating a centralized knowledge base process and layout, improving response times and consistency for both routine and ad-hoc client requests.
  • Drove continuous improvement by creating reports and implementing weekly dashboards with tools like ServiceNow and Google Suite, offering leadership and project managers real-time insights into global initiatives.

Senior Business Analyst

Ntrepid
Herndon, VA
06.2018 - 09.2020
  • Core responsibility included producing non-biased, data-driven reports directly under leadership. This involved cleansing and reviewing data with department heads for accuracy, and creating detailed reports to provide leadership with reliable insights for strategic decision-making.
  • Advocated for stakeholder needs, collecting feedback from department heads on desired metrics related to product usage and procurement. Maintained ongoing communication to refine and adjust reporting requirements weekly, ensuring actionable business intelligence and project solutions.
  • Strengthened stakeholder relationships through proactive communication and expectation management, facilitating regular meetings to gather feedback, address concerns, and identify gaps for continuous process improvements.
  • Designed data-driven reports and dashboards to provide leadership with insights into key project performance metrics. Fostered collaboration with data science teams, product owners, and division chiefs to understand business needs and offer data-based recommendations on product success and areas for improvement.
  • Developed and implemented tailored solutions to drive program adoption and success. Led weekly meetings with solutioning teams to review product usage, analyze license decline, and address customer concerns through data-driven action plans.

Systems Support & Customer Service Oversight

SightLine Systems
Fairfax, VA
09.2010 - 06.2018
  • Independently managed frontline IT support operations, overseeing the resolution of hardware, software, and peripheral issues to ensure seamless service delivery and minimize downtime.
  • Led contract renewals and price negotiations, optimizing service agreements to align with project goals and client needs. Assisted with the implementation of ZOHO, a CRM system that leveraged automation to improve operational efficiency.
  • Developed customer onboarding frameworks, streamlining integration processes and enhancing long-term stakeholder engagement.
  • Directed configuration management processes, ensuring strict compliance with industry best practices and regulatory standards.
  • Designed and executed strategies to improve customer experience, fostering client loyalty and driving program success.
  • Improved service resolution times by 30-50% through knowledge management initiatives and workflow optimization, accelerating issue resolution and enhancing customer satisfaction.
  • Developed and implemented customer success frameworks, driving technology adoption and significantly increasing stakeholder satisfaction.

Education

Bachelor of Science - Business Administration

Strayer University
Ashburn, VA
08-2015

Skills

  • Customer Success and Client Engagement
  • IT Service Management and Support
  • Stakeholder Communication and Relationship Management
  • Process Improvement and Business Analytics
  • Program Maturity and Platform Expertise
  • Project and Compliance Management
  • Predictive Analytics
  • Requirements Gathering
  • Project Management
  • Business Intelligence
  • Regulatory compliance
  • Data Management
  • Fluent in German

Certification

  • CSA (Certified System Administrator) ServiceNow
  • ITIL 4 Foundation in ITSM
  • CSM (Certified Scrum Master) ScrumAlliance

Languages

German
Native/ Bilingual

Timeline

IT Project Analyst & Client Services Manager

MetaPhase Consulting
12.2020 - Current

Senior Business Analyst

Ntrepid
06.2018 - 09.2020

Systems Support & Customer Service Oversight

SightLine Systems
09.2010 - 06.2018

Bachelor of Science - Business Administration

Strayer University

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Alex Meltzer