Summary
Overview
Work History
Skills
Timeline
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Jenna Pirotina

Cypress,TX

Summary

Results-driven Business Analyst with a proven track record of over 11 years in operational excellence, product management, and customer support. Highly skilled in analyzing complex business processes, identifying opportunities for improvement, and implementing effective solutions. Committed to delivering exceptional results by fostering collaboration with cross-functional teams and leveraging strong analytical skills. Known for driving efficiency, enhancing productivity, and optimizing business performance through data-driven insights.

Overview

12
12
years of professional experience

Work History

Senior Product Configuration Specialist (Business Analyst)

Rackspace Technology
03.2018 - Current
  • Engage in cross-functional collaboration with teams including Legal, Finance, Supply Chain, Product, Implementation, and Development to develop and deliver accurate product content across multiple systems such as Product Catalog, Quote Management, Raptor, Oracle, and Core (SKUniverse). Work closely with stakeholders to understand their requirements and build items, offerings, and solutions that meet their needs effectively.
  • Played integral support role throughout pre-sales, customer implementation, and inventory tracking stages of product launches. Assisted in ensuring smooth transitions from sales to implementation by providing valuable support and coordination. Collaborated closely with cross-functional teams to ensure successful product launches and efficient inventory management.
  • Responsible for creating, reviewing, and demonstrating new and existing item, offering, and solution configurations within catalog for Product and Sales teams. This involves close coordination with Product team to ensure timely catalog updates that result in an engaging and relevant experience for our Sales team.
  • Highly proficient in gathering requirements, identifying UI faults, and driving enhancements for catalog UI in collaboration with Developer stakeholders. Skilled at understanding business needs to optimize user experience.
  • Competent in drafting comprehensive reports using Qlik Sense or Product Catalog to support data-driven decision-making by product managers. Exceptional data analysis capabilities for extracting insights and delivering actionable recommendations that drive effective strategies.
  • Responsible for recruiting, interviewing, and training new product configuration specialist team members. Additionally, responsible for publishing internal documentation via Confluence to facilitate onboarding process and ensure smooth integration into the team.
  • Promoted to Senior Product Configuration Specialist in April 2022, recognizing exceptional performance and expertise in product configuration.

Backup Administrator

Rackspace Technology
12.2015 - 03.2018
  • Engaged in collaborative efforts with Account Managers, System Administrators, Solution Architects, Sales teams, and Customers to assess and determine onsite/offsite backup requirements. Actively participated in discussions and consultations to understand specific needs and tailor backup solutions accordingly.
  • Ensured highest level of data integrity and uninterrupted business continuity by diligently performing backups of customer data to both onsite (disk) and offsite (tape) environments. Regularly conducted thorough restores from these backup sources to validate their effectiveness, thereby guaranteeing availability of critical information whenever required.
  • Utilized advanced problem-solving skills to expertly diagnose, troubleshoot, and resolve complex issues related to software, servers, firewalls, antivirus systems, and other factors that may impact proper functioning of the Commvault application.
  • Created and published comprehensive internal backup support documentation on Confluence, serving as a valuable resource for training entry-level personnel in performing day-to-day data backup tasks. Ensured that documentation was clear, concise, and easily accessible, enabling smooth onboarding and empowering team members to effectively carry out their backup responsibilities.

Backup Technician I

Rackspace Technology
08.2013 - 12.2015
  • Collaborated with customers to provide support for their backup solution utilizing Jungle Disk, ensuring prompt and effective resolution for critical product application and configuration issues through phone, ticket, and chat support channels (Zendesk).
  • I provided support to customers by answering their billing inquiries, resolving disputes or discrepancies, and assisting with payment processing.
  • Conducted an evaluation of customers' current backup and file sharing capabilities to determine their existing state. Collected customer requirements and leveraged Rackspace-Jungle Disk technologies to assess their future state options.
  • Created and published comprehensive articles on product knowledge and billing, catering to both internal and customer-facing audiences. These articles were designed to provide easy access to information and enhance understanding of our products and billing processes.

Customer Service Technician II

Rackspace Technology
01.2012 - 08.2013
  • Delivered technical support for Email Hosting, Email Client, and Data backup/File Sharing applications through phone, ticketing system, and chat channels.
  • Consistently provided timely updates, promptly responded to inquiries, effectively addressed customer concerns, and offered expert guidance on the latest technological advancements relevant to their email service. This ensured customers stayed informed, empowered, and able to make informed decisions.
  • Was recognized for exceptional performance and promoted to the position of Level II Customer Service Technician.
  • In the role of CST II, served as point of escalation for technical issues, offering expertise and guidance to resolve complex challenges. Conducted onboarding training for new team members and provided support to existing team members in their professional growth and advancement within their roles.

Skills

  • Business process analysis
  • Requirements gathering
  • Data analysis and reporting
  • Project management
  • User acceptance testing (UAT)
  • Cross-functional collaboration
  • Strong analytical skills

Timeline

Senior Product Configuration Specialist (Business Analyst)

Rackspace Technology
03.2018 - Current

Backup Administrator

Rackspace Technology
12.2015 - 03.2018

Backup Technician I

Rackspace Technology
08.2013 - 12.2015

Customer Service Technician II

Rackspace Technology
01.2012 - 08.2013

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Jenna Pirotina