18
years of professional experience
Results-driven Business Analyst and Project Manager with a strong focus on client satisfaction and a proven track record in the financial services, institutional investment, and association sectors. Expertise in end-to-end project management, client onboarding, data analysis, stakeholder engagement, and risk mitigation ensuring successful project delivery.
Work History
Technical Solutions Analyst (BA)
4 Years 1 Month- Provided technical guidance and tailored solutions for association management software to meet specific client needs.
- Gathered project requirements, provided work estimates, protected scope integrity, and set timelines for on-time project delivery.
- Resolved technical and functional customer issues within Agile workflows to meet user acceptance criteria.
- Worked closely with key stakeholders to capture business requirements accurately and support effective solutions.
- Led large data migration across project phases from implementation through go-live, maintaining data integrity.
Implementation Project Manager
11 Months- Managed diverse software implementation projects, ensuring timely delivery and adherence to client requirements.
- Led cross-functional project planning, client coordination, and milestones to meet timeline expectations.
- Configured software, standardized, loaded, and reconciled quantitative and qualitative data to ensure accurate implementation.
- Led end-user training and configuration workshops.
- Improved client satisfaction by identifying needs and recommending tailored product solutions reaching highest record of client satisfaction surveys of professional services history.
- Met monthly and annual utilization targets for billable hours through effective project management.
Senior Technical Support Specialist (Tier III)
2 Years 3 Months- Handled Tier III escalations for Intapp/DealCloud applications, SSO, and API integrations.
- Validated product issues to provide actionable insights for engineering, ensuring alignment with QA standards.
- Assisted clients and key stakeholders with configuration and technical guidance for platform optimization.
- Collaborated with development and product management to incorporate client feedback into the product roadmap, enhancing user experience and product relevance.
- Led SSO initiatives for Tier I & II teams, improving troubleshooting efficiency through enhanced documentation and direct support.
Customer Care Team Coach
3 Years 1 Month- Addressed customer de-escalations promptly, improving customer satisfaction and retention.
- Managed day-to-day operations of technical support teams, ensuring effective service delivery for multiple direct reports.
- Led interviewing, onboarding, and ongoing training for new hires.
- Monitored support queues, QA results, and customer feedback trends to pinpoint improvement opportunities.
- Provided operational metrics and reporting to senior leadership, informing strategic decision-making.
- Represented Customer Care in organizational projects, new initiatives, and stakeholder meetings.
Technical Support Analyst
7 Years 3 Months- Resolved software support tickets for ACS Technologies users.
- Setup, configured, and troubleshot desktop and web application software for client organizations.
- Performed analysis of system settings, logs, and user reports to find software errors and improve performance.
- Reproduced and reported product issues to internal engineering and product teams.
- Added solutions to knowledge base to support ACS Technologies workflows.
Education
Bachelor's - Business Administration, Management
Certificate - SQL Database Fundamentals
Skills
Project lifecycle management
Client consultation
Agile methodologies
Data analysis and migration
API integrations (SSO)
Application support
SQL (MS and Oracle)
AI enhanced solution delivery
Timeline
Technical Solutions Analyst (BA)
ACGI Software
10.2022 - CurrentRead More
Implementation Project Manager
Backstop Solutions
11.2021 - 10.2022Read More
Senior Technical Support Specialist (Tier III)
Intapp/DealCloud
08.2019 - 11.2021Read More
Customer Care Team Coach
AvidXChange
07.2016 - 08.2019Read More
Technical Support Analyst
ACS Technologies
04.2009 - 07.2016Read More
Central Piedmont Community College
Certificate from SQL Database Fundamentals
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Francis Marion University
Bachelor's from Business Administration, Management
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