LENFORD FORBES
DELRAY BEACH
Summary
Results-driven Technical Support Project Analyst at Mobilehelp with expertise in project analysis and quality assurance management. Proven track record in enhancing customer satisfaction through effective communication and root-cause analysis. Successfully developed project plans that improved milestone tracking, reducing missed deadlines by 20%. Strong interpersonal skills foster collaboration across teams.
Detail-oriented Project Analyst with 6 years discovering and eliminating unforeseen pitfalls that derail projects and ruin budgets. Trained to quickly switch between projects' macro views and specific details to discover and correct specific problems while maintaining holistic project health. Dedicated to finding and eliminating inherent flaws in project planning that hurt both employees and finances.
Dynamic individual with hands-on experience in technical support and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Project Analyst
Mobilehelp / Medical Guardian
06.2021 - 11.2024
- Assisted in the development of comprehensive project plans, setting realistic timelines and milestones.
- Contributed to successful project outcomes by providing accurate forecasts and risk assessments.
- Determined root cause of problems and issues to implement courses of action required to implement solutions.
- Tracked ongoing project advancement towards predefined milestones, reducing instances of missed deadlines.
Quality and Regulatory Analyst
Mobilehelp
04.2018 - 06.2021
- Contributed to the development of new products or services by ensuring they met all applicable regulations before launch.
- Served as an expert resource within the company on matters pertaining to licensing, permitting, certifications, or other required documents necessary for business operations.
- Prepared timely and accurate reports for submission to regulatory agencies, ensuring proper documentation and recordkeeping.
- Developed training programs for employees on relevant regulatory topics, fostering a culture of compliance within the organization.
- Assisted in risk assessment and mitigation efforts, identifying potential areas of noncompliance.
Technical Support Team Leader
Mobilehelp
09.2015 - 04.2018
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Developed comprehensive troubleshooting guides for faster issue resolution and enhanced team efficiency.
- Created clear escalation procedures for complex issues, ensuring efficient collaboration between support tiers and departments.
- Analyzed customer feedback data to identify trends in product performance, working closely with development teams to address concerns.
- Mentored junior team members, helping them develop critical problem-solving skills and technical expertise.
- Maintained up-to-date knowledge of industry developments to provide informed recommendations on technology improvements.
- Managed workload distribution among team members, ensuring timely response to high-priority tickets.
- Fostered strong relationships with key stakeholders through transparent communication practices and consistent followups.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - Electronic Engineering
ITT Technical Institute
Davie, FL03-2000
Skills
- Project analysis
- Scope definition
- Quality assurance management
- Root-cause analysis
- Attention to detail
- Effective communication
- Task prioritization
- Self motivation
- Interpersonal skills
- Analytical thinking
- Data collection
- Issue tracking
Certification
QMS Training for Medical Devices: ISO 13485:2016 and FDA QMSR.
Timeline
Technical Support Project Analyst
Mobilehelp / Medical Guardian
06.2021 - 11.2024
Quality and Regulatory Analyst
Mobilehelp
04.2018 - 06.2021
Technical Support Team Leader
Mobilehelp
09.2015 - 04.2018
Bachelor of Science - Electronic Engineering
ITT Technical Institute
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