Elizabeth Woltmann
New Port Richey,FL
Summary
Transformational information technology professional with deep experience in product, program and project management for large, international companies. Consistently drives continuous improvement through cost-effective, efficient processes, people and project management. Known decision maker with ability to take quick action with high-level responsiveness and creative problem solving. Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
33
33
years of professional experience
Work History
Sr. Enterprise System Analyst – BMC Remedy ITSM Suite
Syniverse
12.2012 - 07.2023
- Responsible to provide 24/7 support for full application suite and infrastructure
- Proactively collaborated with stakeholders and developers to deliver product enhancements, integrations, fixes, etc
- Led strategic internal and external projects, conferring with project stakeholders to capture system requirements and technology enablement for business initiatives
- Conducted analysis, design, evaluation, modification, testing and implementation of enterprise-wide system(s) across functional areas
- Analyzed potential systems; developed design proposals to reflect estimated cost, timeline, resources and risks
- Trained user personnel in the conversion and implementation of systems.
Lead Sr. Systems Engineer – Wireless Local Number Portability (WLNP) Suite
Syniverse
02.2005 - 12.2012
- Managed nationwide system, providing 24/7 support for WLNP products for domestic and international customers
- Collaborated with stakeholders on technology enablement of business strategies
- Responsible for product testing and enhancements, including test result diagnosis and product defect documentation
- Conducted training for internal product customers and associated support staff
- Specifically selected to present to high-value customers regarding product adoption.
Sr. Process Workflow Administrator – Wireless Local Number Portability Suite
Syniverse
04.2002 - 02.2005
- Cultivated provider relationships and assisted with contract renewal
- Partnered with project stakeholders to capture system requirements
- Performed unit, system, and end-user testing, oversight of enhancements and fixes
- Conducted project communication and training for internal and external customers.
Client Manager – Sales
Syniverse
09.2001 - 04.2002
- Coordinated internal support teams to resolve complex customer issues, ensuring customer expectations are met
- Anticipated customer needs based on past issues and communications; suggested new/updated products and services as a result
- Updated CRM, completed new contacts, proactively sought renewal contracts.
Customer Service Specialist, Select Accounts
Syniverse
02.1998 - 09.2001
- For top 20% revenue-producing carriers (Select Accounts)
- Answered inbound calls, e-mails, voicemails, and tickets
- Monitored issues across all products and services
- Proactively escalated issues internally as needed
- Assisted with use of products/services to best serve these carriers and the needs of their subscribers
- Anticipated these carriers’ needs/issues based on knowledge of past issues
- Tracked issues and followed ticketing procedures
- Supported 24/7 coverage, requiring knowledge of 400+ products and services
- Analyzed and addressed reported production issues and service requests from external customers and internal support teams
- Proactively ensured timely follow-up and resolution
- Effectively worked with various internal teams for ticket resolution
- Supported management by completing daily, weekly and monthly special projects
- Played an integral role in new customer and product implementations
- Participated on product/project teams, responsible for written communication and dissemination of all updates within department.
Technical Support Associate
Verizon (GTE Wireless)
07.1994 - 02.1998
- Answered inbound calls from wireless customers, agents, and other wireless carriers to resolve issues with network, roaming, billing and answer equipment questions
- Supervised 30 Technical Support Associates during evenings and weekends
- Coordinated scheduling
- Training & continued education of new hires.
Customer Service Representative
TCS - Time Customer Service
04.1990 - 07.1994
- Answered inbound calls from Time Magazine customers to place orders for new subscriptions, renew existing subscriptions, upsell other publications based on current subscription(s), address delivery issues, and answer invoice questions.
Education
High School Diploma -
Penn Yan Academy
Penn Yan, NY06.1988
Skills
- Project Documentation
- Project Management
- Resource Management
- Organizational Change Management
- Application Support
- Contract Management
- System Upgrades
- Requirements Gathering
- Diagnostic Tools
- Vendor Management
- Customer Support
- Conflict Management
Additional Leadership
2008, Current, Lakeview Church, Tarpon Springs, FL, Board of Elders/Secretary, Deacon Board, Navigate Team, Strategic Action Team
Professional References
- Noemi Sinos, Syniverse Technologies, VP Technology, 813-368-6228, noemi.sinos@syniverse.com
- Sam Rudkin, Alvarez & Marsal, Managing Director - Operations Strategy, Digital Transformation & Technology, 813-335-0522, sam.rudkin@gmail.com
- Joel Silvares, Syniverse Technologies, Senior Enterprise Systems Analyst, 813-233-7865, joel.silvares@syniverse.com
Education Certifications
- CyberTrain, Inc., Centennial, CO, BMC Remedy Version 8.x Asset Management Course
- CyberTrain, Inc., Centennial, CO, BMC Remedy Atrium CMDB Version 8.X
- George Washington University School of Business, Tampa, FL, Associates Certificate - Project Management
- University of South Florida, Tampa, FL, UNIX Basics/Intermediate Certification
- ITT Technical Institute, Tampa, FL, Administrative Office Technology Certification
- Multiple technical and project management-related classes, seminars, workshops, and online learning courses
Timeline
Sr. Enterprise System Analyst – BMC Remedy ITSM Suite
Syniverse
12.2012 - 07.2023
Lead Sr. Systems Engineer – Wireless Local Number Portability (WLNP) Suite
Syniverse
02.2005 - 12.2012
Sr. Process Workflow Administrator – Wireless Local Number Portability Suite
Syniverse
04.2002 - 02.2005
Client Manager – Sales
Syniverse
09.2001 - 04.2002
Customer Service Specialist, Select Accounts
Syniverse
02.1998 - 09.2001
Technical Support Associate
Verizon (GTE Wireless)
07.1994 - 02.1998
Customer Service Representative
TCS - Time Customer Service
04.1990 - 07.1994
High School Diploma -
Penn Yan Academy
Similar Profiles
Roxana AriasRoxana Arias
Customer Success Manager at SyniverseCustomer Success Manager at Syniverse
Bibiana ZunigaBibiana Zuniga
Product Manager at SyniverseProduct Manager at Syniverse
Venkateswarlu DhankulaVenkateswarlu Dhankula
Network Operations Analyst at SyniverseNetwork Operations Analyst at Syniverse