Matthew Rosenhahn
Highlands Ranch,CO
Summary
Detail-oriented Operations Analyst experienced in Telecommunications and knowledgeable about software release cycles using the Agile process. Passionate about business optimization and workflow improvements. Ready to take on new professional challenges with growth-oriented company.
Overview
10
10
years of professional experience
Work History
Operations Analyst
DISH Network - Technical Operations
Englewood, CO
06.2017 - Current
- Prepared user impact reports for executive summaries and presentations
- Worked with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws
- Bug and defect validation for production software
- Defect tracking and regression testing for Engineering
- Supported multiple lines of business
- Participated in reducing invalid technical reports by 20% through process improvement
Case Manager
Dish Network
Littleton, CO
01.2014 - 06.2017
- Partnered with Technical Operations to monitor ongoing software issues
- Researched and provided resolutions for recurring technical issues
- Improved and maintained relationships with high value customers
- Managed caseload of 50-100 customers at any given time
Customer Service Representative
DISH Network
Littleton, CO
11.2012 - 01.2014
- Maintained customer satisfaction with expert troubleshooting for technical issues.
- Offered assistance to customers, paying attention to special needs or wants.
- Assisted training department as SME for internet and phone services
- Managed and resolved over 50 customer calls per day
Education
Business Management
Metropolitan State University of Denver
Denver, COHigh School Diploma -
Highlands Ranch High School
Highlands Ranch, CO05.2007
Skills
- Process Improvement
- Business Analytics
- Project Management
- Conflict Resolution
- Data Analysis
- Critical Thinking
- Customer Experience
- Strong Communication
- Software Testing
Timeline
Operations Analyst
DISH Network - Technical Operations
06.2017 - Current
Case Manager
Dish Network
01.2014 - 06.2017
Customer Service Representative
DISH Network
11.2012 - 01.2014
Business Management
Metropolitan State University of Denver
High School Diploma -
Highlands Ranch High School
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