Heather Feinman
Elmwood Park,NJ
Summary
Experienced and dedicated Technical Support/Configuration/Implementation Specialist with over 15 years of experience in technical support and client-facing roles. Skilled in delivering complex data integration solutions and providing exceptional customer service. Proficient in a variety of APIs, cloud platforms, and web technologies. Adept at troubleshooting, documentation, and collaboration, with a strong commitment to enhancing customer satisfaction and fostering relationship management. Passionate about innovative financial technology and the democratization of financial services. _____________________________________________________________________________________
Overview
16
16
years of professional experience
Work History
Senior Configuration Engineer/Tier 2 Technical Support Specialist
Vodori
Chicago, IL
11.2021 - 08.2024
- Delivered technical support and managed troubleshooting for integrations with clients and partners.
- Managed first-level support inquiries to address technical challenges effectively.
- Delivered prompt customer responses and solutions using multiple communication platforms.
- Achieved expertise in Vodori's product to provide outstanding support.
- Collaborated with Product team to assess and improve software functionality.
- Developed reproducible test cases to streamline testing process.
- Engaged in troubleshooting sessions and team meetings.
- Documented all aspects of the configuration process including changes made, results obtained.
- Maintained system configurations and documented changes in accordance with established standards.
Client Support Consultant /Project Manager /Implementation Consultant
MPP Global Solutions
New York, NY
06.2018 - 03.2020
- Assisted and supported around 250 customers per month, prioritizing their best interests and ensuring high satisfaction
- Acted as the first line of contact for all technical issues submitted to Support
- Delivered complex data integration solutions utilizing proprietary technologies and third-party APIs
- Analyzed and resolved B2B support requests, enhancing client satisfaction and retention
- Compiled and presented client service reports and metrics to management
- Collaborated with the Customers Team to refine systems and ensure continuous improvement
- Engaged in cross-departmental collaboration to amplify the customer’s voice and improve support processes
Solutions Engineer
Relayware Inc. /Zift Solutions
Jersey City, NJ
04.2015 - 06.2018
- Led client kick-off calls, defining project objective, and ensured successful project execution
- Configured, tested, and launched PRM and CMM products, enhancing customer capabilities
- Integrated CRM connectors and Market Development Funds, improving efficiency
- Provided guidance on Implementation processes and proactively identified project risks
- Facilitated and advocated issue resolution with technology partners
IT Implementation Specialist
Groundwidgets
Paramus, NJ
03.2014 - 04.2015
- Provided technical support and configured software products for users both on-site and remotely
- Developed dynamic work plans and ensured up-to-date training documents for users
- Managed multiple projects, ensuring on-schedule completion and high client satisfaction
Senior Implementation Specialist
Millennium Systems International
Parsippany, NJ
11.2008 - 03.2014
- Supervised execution of implementation processes.
- Mentored and guided new Implementation Specialists to ensure seamless onboarding.
- Facilitated clear dialogue between project sponsors and executive team.
- Assisted customers with post-implementation support needs.
- Resolved many calls daily by solving problems and providing customer care.
Education
Liberal Arts/Nursing -
Bergen Community College
Stenography -
Stenotech
Skills
- API Integrations: SOAP/REST API, JSON, XML
- Cloud Platforms: AWS, Docker, Kubernetes
- Technical Skills:
- JavaScript, Clojure, edn, HTML5, CSS3, ElasticSearch, JQuery, Bootstrap, ColdFusion/CMFL, SQL Database Management, UNIX,LINUX, Windows, SSO
- Compliance Knowledge: PII, PCI Compliance, GDPR
- Tools: MS Tools, Salesforce (SFDC), JIRA, Confluence, Zendesk, GitHub, IntelliJ, Freshdesk, NewRelic, Sentry, Stackify, JasperReports, Mondaycom, ProcessStreet, Postman
- Documentation: Creating and maintaining internal and external documentation and knowledge bases
Timeline
Senior Configuration Engineer/Tier 2 Technical Support Specialist
Vodori
11.2021 - 08.2024
Client Support Consultant /Project Manager /Implementation Consultant
MPP Global Solutions
06.2018 - 03.2020
Solutions Engineer
Relayware Inc. /Zift Solutions
04.2015 - 06.2018
IT Implementation Specialist
Groundwidgets
03.2014 - 04.2015
Senior Implementation Specialist
Millennium Systems International
11.2008 - 03.2014
Stenography -
Stenotech
Liberal Arts/Nursing -
Bergen Community College
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