Brice-Ian Rayford
Experienced Technical Support Analyst
Phoenix,AZ
Summary
Versatile and results-oriented professional with a diverse background spanning IT support, system configuration, and client-focused solutions. Adept at troubleshooting complex technical issues, quickly adapting to unfamiliar scenarios, and implementing innovative problem-solving strategies. Experienced in B2B SaaS technical support, ensuring seamless operations and customer satisfaction. Known for a personable and collaborative approach, excelling in fast-paced environments that require adaptability and strong communication. Skilled in mentoring team members, managing technical challenges, and driving efficient outcomes across various industries.
Overview
9
9
years of professional experience
Work History
Configuration Analyst
MedImpact Healthcare Systems Inc.
07.2024 - 02.2025
- Configured, implemented, and tested benefit plan adjudication rules to ensure compliance with client specifications and regulatory requirements.
- Performed testing to verify system configuration, ensuring accuracy and proper functionality.
- Conducted root cause analyses to troubleshoot and resolve complex claims processing issues, enhancing system reliability.
- Provided client support and technical troubleshooting to improve system performance and user experience.
Collaborated with cross-functional teams to optimize healthcare system operations, reducing processing errors and improving efficiency.
Assistant General Manager
Baileys' Restaurants Group
10.2022 - 01.2024
- Led technology-driven initiatives to streamline restaurant operations, enhancing workflow efficiency and reducing operational downtime
- Managed POS systems, payment processing, pricing, and promotions, ensuring seamless and secure transactions
- Analyzed sales trends and inventory data to optimize pricing strategies, improve cost-effectiveness, and maximize revenue
- Trained, mentored, and scheduled staff to improve operational efficiency, customer service, and employee retention
- Provided technical support for restaurant software and digital ordering systems, resolving issues promptly to maintain business continuity
- Assisted in vendor management and procurement, ensuring the timely acquisition of essential supplies and equipment
- Developed and enforced operational policies to maintain compliance with health, safety, and business regulations
Technical Client Experience Manager
Zelis Healthcare
10.2017 - 10.2020
- Provided B2B SaaS technical support, troubleshooting complex software issues for enterprise clients
- Demonstrated a strong ability to resolve unfamiliar and challenging technical issues by leveraging research and problem-solving skills
- Developed inventive workarounds and proactive solutions to minimize downtime and improve client satisfaction
- Optimized workflows and system performance through SaaS tools and cross-functional collaboration
- Created standardized documentation and training materials, improving team productivity
- Translated business requirements into functional system implementations
Mutual Fund Specialist
Edward Jones Investments
01.2016 - 08.2017
- Provided technical and administrative support for financial systems, ensuring operational accuracy
- Resolved client inquiries with well-researched solutions, strengthening relationships
- Conducted thorough verifications for account adjustments, ensuring compliance
Education
Associate of Arts - Information Technology
Southern New Hampshire University
Manchester, NHSkills
IT Service Management & System Configuration
Benefit Plan Implementation & Claims Processing
B2B SaaS Technical Support & Troubleshooting
Client Support & Technical Troubleshooting
undefinedTimeline
Configuration Analyst
MedImpact Healthcare Systems Inc.
07.2024 - 02.2025
Assistant General Manager
Baileys' Restaurants Group
10.2022 - 01.2024
Technical Client Experience Manager
Zelis Healthcare
10.2017 - 10.2020
Mutual Fund Specialist
Edward Jones Investments
01.2016 - 08.2017
Associate of Arts - Information Technology
Southern New Hampshire University
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