Holly Davis
Gilbertsville,PA
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes business continuity, business impact analysis, disaster recovery, exercising, incident management, database management, education specialist, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
22
22
years of professional experience
Work History
BC Incident Management Coordinator
WSFS Bank
Berwyn, PA
11.2023 - Current
- Utilized knowledge base articles, troubleshooting guides, and other reference materials to resolve incidents quickly and efficiently.
- Developed processes and procedures related to incident management operations.
- Created reports on incident trends and metrics for senior management review.
- Enhanced the detailed documentation on all incidents including root cause analysis findings.
- Conducted post-incident reviews with relevant stakeholders in order to determine areas for improvement.
- Established excellent communication channels between various departments within the organization in order to facilitate timely collaboration during major incidents.
- Trained team members on best practices related to incident management operations.
- Identified, documented, and tracked incident tickets using Microsoft Teams.
- Provided technical guidance for incident resolution activities.
Senior Project Specialist
Infinite Blue
Audubon, Pa.
11.2022 - 08.2023
- Completed and enhanced implementation projects for premier customers
- Conducted database reviews to assist in health checks for future enhancements of product and customers programs.
- Evaluated and defined internal and external customer needs, implementing processes to address requirements for BCP program
- Collaborated closely with upper management to drive strategy through development and implementation of new processes
- Conduct interviews and product analysis to gather user requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods.
BC Education Specialist
Castellan Solutions
Audubon, Pa.
10.2020 - 09.2022
- Evaluated and tested multiple LMS systems and was instrumental in final purchasing decision
- Scripted and created videos for new LMS system for multiple product offerings
- Created certification exam for Assurance CM BCP Software
- Assessed needs to create lesson plans with all product releases while fostering development and growth
- Created and enhanced documentation used for training and support on software portal for multiple products
- Conducted and completed implementation projects for premier customers.
Senior Implementation Consultant/Analyst
Sungard Availability Services / Assurance Software
Audubon, PA
01.2015 - 10.2020
- Developed and led custom product training and deployment to meet organizational goals
- Cultivated project timelines, documentation, processes and updates to develop and manage Business Continuity Plans
- Documented specialized data and requirements to address business demands
- Customized, developed and managed individualized deployments to assist utilization
- Collaborated closely with upper management to drive strategy through development and implementation of new processes
- Communicated and explained business requirements to team members to understand and implement functional demands
- Applied knowledge of application components in conjunction with query tools to achieve business objectives
- Developed flowcharts and diagrams to describe and lay out logical operational steps
- Offered input for complex documents to support client-ready final versions
- Conduct interviews and product analysis to gather user requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods
Senior Application Support Specialist
SunGard Availability Service
King of Prussia, PA
01.2009 - 01.2015
- Provide premier technical support to customers with regard to the function and usage of various software products and installation types in a timely and efficient manner
- Manage and assist customers with issues in plan building, BIA assessments and implementation of BCP tools
- Manage and track all customer defects and enhancements and advocate product changes for customer
- Escalation point for all new software issues and defects
- Evaluate and recommend hardware requirements for existing and new perpetual license customers
- Serve as a dedicated support representative for enterprise customers such as Liberty Mutual Insurance, Wells Fargo, HCA Inc., Shaw Industries and dedicated back up to other customers
- Document all customer interactions in the Support Call Tracking Database including the details of problems reported, research and testing of issue reported, and contributing to adding content for knowledge base
- Recreate customer technical environments to research, identify, and resolve a variety of product issues
- Perform pre-installation technical conference calls with the customer's sales representative, technical team, and project manager
- Provide resolution expectations and timeframes based on the support Service Levels Agreements (SLAs).
Customer Relationship Management Supervisor
Strohl Systems / Sungard Availability Services
King of Prussia, PA
01.2006 - 01.2009
- Maintain a high level of customer service answering both Software and BCP related questions following best practices in Business Continuity Planning Handle product Renewals, software upgrades and Consulting Services Advanced knowledge of the capabilities of the software
- Ability to answer customer questions referring to the functionality of the software as well as walk them through the steps
- Create awareness making sure customers are aware of all of the services included in their subscription of the software
- Handle minor support calls and also work with the support department to make sure customers' needs are being met and problems are resolved in a timely matter Contact customers attending Trade Shows and create traffic to the booth
- Attend Annual User Group Conference as well as find qualified speakers.
Inside Sales and Customer Service
Watson McDaniel Company
Limerick, PA
01.2002 - 01.2006
- Maintain and coordinate sales to 8 outside representative agencies, 3 regional managers and 81 distributors
- Provide stock levels, pricing, discounts and expediting in house and vendor orders Order entry, tracking inventory through all phases of production
- Engineering specification comparisons, take offs, in house quotations, acquiring quotations from manufactures and spreadsheets
- Coordinating trade shows and joint marketing seminars
- Administrating and processing of companywide returns in accordance with ISO 9001
- Cross reference products from competitor's equivalents
- Coordinate training seminars in house and arrange travel accommodations for various attendees
- Travel to customer's facilities to conduct training and attend various events as a company representative
- Answer
Skills
- Online education instructor
- Phone and Email Etiquette
- Deadline Driven
- Verbal and Written Communication
- Scope Implementation
- Team Collaboration
- Detail Oriented
- Customer Relationship Management
- Requirements Writing
- Team Leadership
- DRII ABCP
- Documentation and Reporting
- Technical Presentations
- Project Management
- Work Planning and Prioritization
- Agile Methodologies
Timeline
BC Incident Management Coordinator
WSFS Bank
11.2023 - Current
Senior Project Specialist
Infinite Blue
11.2022 - 08.2023
BC Education Specialist
Castellan Solutions
10.2020 - 09.2022
Senior Implementation Consultant/Analyst
Sungard Availability Services / Assurance Software
01.2015 - 10.2020
Senior Application Support Specialist
SunGard Availability Service
01.2009 - 01.2015
Customer Relationship Management Supervisor
Strohl Systems / Sungard Availability Services
01.2006 - 01.2009
Inside Sales and Customer Service
Watson McDaniel Company
01.2002 - 01.2006
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