Dawn Solberg
Carver,MN
Summary
Dynamic and motivated professional with 30+ years in the IT industry, serving in roles as Programmer, Application Specialist, Business Analyst, and Project Manager. Extensive experience in managing projects from concept to successful completion, building and maintaining strong internal and external client relationships, working in cross-functional teams, demonstrating exceptional communication skills, and making critical decisions, during unexpected challenges and barriers. Possesses a strong work ethic, works well independently or with a team, and performs skillfully and professionally under extreme pressure. Learns new concepts and technology quickly and is fully committed to continuous learning and professional skill development.
Overview
41
41
years of professional experience
Work History
IT Business Analyst
HMH
04.2023 - 10.2023
- Work directly with team members as well as client to elicit business needs and document business requirements
- Analyze business processes to identify opportunities for improving efficiency and effectiveness
- Analyze system updates to understand current functionality and impact of potential changes
- Document internal business processes
IT Client Business Analyst
NWEA
02.2022 - 04.2023
- Work directly with team members as well as client to elicit business needs and document business requirements
- Analyze business processes to identify opportunities for improving efficiency and effectiveness
- Analyze system updates to understand current functionality and impact of potential changes
- Document internal business processes
IT Client Business Analyst
Questar Assessment Inc.
01.2021 - 01.2022
- Work directly with team members as well as client to elicit business needs and document business requirements
- Analyze business processes to identify opportunities for improving efficiency and effectiveness
- Analyze system updates to understand current functionality and impact of potential changes
- Document internal business processes
Business Analyst
Navitaire, An Amadeus Company
08.2015 - 01.2021
- Support daily client operating issues and requests
- Understand, define and document business requirements for client enhancements and change requests
- Document best practices and maintain team documentation
- Provide training for new carriers to be successful in using the product
- Serve as Product Business Analyst on the Scrum team writing user stories and attending all meetings prepping for each Sprint
IT Project Manager
Accenture
06.2012 - 08.2015
- Develop and execute activities related to end-to-end IT project management, from scoping and estimates through implementation and deployment
- Proactively monitor, manage, and report on execution of deliverables
- Manage builds and implementation of back-end IT infrastructure to support Accenture-developed software and client operations
- Coordinate work among infrastructure teams (data center, network, storage, database, Windows, UNIX, VMware, monitoring, application management and change management)
- Engage resources to assist in resolving issues and conflicts resulting from changes in scope, priorities, unique client demands and/or deadlines
- Manage projects to build, upgrade, and migrate client environments within the organization's five global data centers.
Project Manager/Consultant
Insite Software
09.2011 - 05.2012
- Responsible for establishing an ongoing professional, engaging relationship with all members of the client team assigned to the project, especially with client management
- Responsible for managing client expectations and their understanding of web architecture
- Responsible for developing comprehensive site requirements, including design, function, and ERP integration
- Establishes and ensures adherence to timelines and budget for the project plan
- Capable of managing negotiations with the client on scope changes and corresponding budget and timeline requirements
- Provides site support, as needed
- Follows standards for internal documentation requirements
- Provides management with project status updates, as requested
- Other tasks and functions as assigned by management.
Client Services Case Manager
Kroll Ontrack
10.2008 - 09.2011
- Supported the software application and assisted users with searches, productions, and general application questions
- Planned, coordinated and delivered client projects while serving as the primary point of contact throughout the project life cycle
- Managed multiple concurrent fast paced projects for highly demanding clients under considerable time pressure
- Participated in project scoping and creation of project plans
- Managed customer relations and expectations
- Demonstrated a strong technical aptitude and the ability to act as the liaison between technical resources and the customer
- Showed confidence and solid decision making abilities
- Responsible for communicating project progress to the customers
- Managed and communicated all changes for the project
- While being primarily an execution role, competency in educating customers on our services and product offerings as well as working with development to design and implement custom solutions as necessary.
Project Analyst/Technical Support Analyst
Epicor Software Corporation
06.1999 - 07.2008
- Project Analyst: Analyzed user enhancement and customization requests, and applied knowledge of manufacturing system capability to complete project design and quoting
- Performed Requirement Analysis and Design Summaries to ensure accurate solutions
- Managed and Supported Custom Projects to ensure clear communication and prompt response to individual projects
- Managed issue escalations, developed resolution plans, and coordinated the required resources and customer communications to ensure satisfactory resolution
- Technical Application Specialist: Researched and resolved technical issues in a timely manner to keep customers functioning and productive
- Assisted customers with software installs, printer issues, and system down issues to ensure customer satisfaction.
Project Manager
Moore Data Management Systems
08.1998 - 06.1999
- Lead Project Teams and drove critical decisions to release products on time
- Acted as liaison between MDMS and third party vendor for all open projects to keep lines of communication open
- Worked with sales and project managers to resolve issues between customers and vendor in a timely manner
- Escalated issues and prioritized projects to maintain customer satisfaction
- Orchestrated weekly status meetings between vendor and MDMS to keep abreast of any open issues.
Application Specialist
Dataworks Corporation
01.1993 - 08.1998
- Senior Vantage Application Specialist: In addition to services provided by the Application Specialist, also acted as main resource for other Application Specialists and Account Managers to address any questions or issues
- Documented procedures for department as well as inter-departmental training to keep employees knowledgeable and informed
- Vantage Application Specialist: Offered customer telephone support for a variety of software operational questions to assist customers with their day to day operations
- Researched questions and reported issues in order to provide customers with reliable and accurate solutions
- Participated in meetings with development to determine future software releases as well as software fixes
- Modification Specialist: Handled requests for software custom solutions and acted as the liaison between customers and development
- Prepared formal quotes as well as any initial design necessary in preparing quotes
- Worked closely with development and the customer to ensure the most cost efficient and viable solutions
- Tested all modifications prior to shipping to ensure accuracy of all delivered solutions
- Classic Application Specialist: Offered customer telephone support for a variety of operational questions to assist customers with their day to day operations
- Participated in Software Enhancement meetings to prepare for software updates
- Researched hardware and software issues, efficiently utilizing available resources for prompt customer solutions.
Programmer/MIS Directory
BACP Inc
08.1989 - 01.1993
- MIS Director: Maintained IBM System 36 mainframe
- Worked with end users to meet their needs by running month end and year end reports as well as update programs
- Researched hardware and software programs when issues were raised
- Installed a Novell network to replace the System 36, with applications running in Foxpro
- Programmer: Modified BPCS programs as well as created custom programs based on internal customer requirements
- Conducted training sessions to internal customers in writing reports using Query.
Computer Operator/Programmer
Perkin Elmer
01.1983 - 08.1989
- Computer Programmer: Modified Mapics programs as well as internal custom programs based on internal customers requirements
- Participated in various committees, including participation as a Quality instructor
- Computer Operator: Provided all forms of computer operation functions including data entry, running reports, and processing month end procedures
- Conducted training for new operators as needed
- Attended self learning programming classes through IBM to increase knowledge and allow room for advancement.
Education
Associate of Arts - Liberal Arts And General Studies
Normandale Community College
Bloomington, MN06.1989
Dunedin Senior High School
01.1978
Skills
- Microsoft Word
- Organization and Time Management
- MS Office
- Data Entry
- Teamwork and Collaboration
- Self-Directed
- Problem-Solving
- Dependable and Responsible
- Good Telephone Etiquette
- Customer Relations
- Remote Office Availability
- Task Prioritization
Affiliations
- Volunteered for Hospice
Timeline
IT Business Analyst
HMH
04.2023 - 10.2023
IT Client Business Analyst
NWEA
02.2022 - 04.2023
IT Client Business Analyst
Questar Assessment Inc.
01.2021 - 01.2022
Business Analyst
Navitaire, An Amadeus Company
08.2015 - 01.2021
IT Project Manager
Accenture
06.2012 - 08.2015
Project Manager/Consultant
Insite Software
09.2011 - 05.2012
Client Services Case Manager
Kroll Ontrack
10.2008 - 09.2011
Project Analyst/Technical Support Analyst
Epicor Software Corporation
06.1999 - 07.2008
Project Manager
Moore Data Management Systems
08.1998 - 06.1999
Application Specialist
Dataworks Corporation
01.1993 - 08.1998
Programmer/MIS Directory
BACP Inc
08.1989 - 01.1993
Computer Operator/Programmer
Perkin Elmer
01.1983 - 08.1989
Associate of Arts - Liberal Arts And General Studies
Normandale Community College
Dunedin Senior High School