Nicholas Ahern
Phoenix,AZ
Summary
Accomplished IT Business Analyst with a proven track record at Best Western Hotels & Resorts, enhancing operational efficiency and hotel revenue through expert integration projects and process optimization. Skilled in technical writing and client relations, adept at identifying process bottlenecks and implementing strategic solutions. Successfully managed SSL certificate installations and credit card reader integrations, demonstrating both technical acumen and problem-solving prowess.
Overview
5
5
years of professional experience
Work History
IT Business Analyst
Best Western Hotels & Resorts
01.2020 - Current
- Managed integration projects aimed at increasing efficiency.
- Address bottlenecks related to on-boarding processes and make process improvement recommendations.
- Create both internal and external materials to improve on-boarding process flow.
- Increase hotel revenue through diligent troubleshooting and ensuring the timely resolution of technical issues.
- Integrate credit card readers with AutoClerk Cloud.
- New system installations.
- SSL certificate management for new properties.
Tier 2 Technical Support Specialist
Iridium Satellite Communications
05.2019 - 12.2019
- Delivered exceptional customer service while addressing user inquiries via phone, email, or live chat channels promptly.
- Demonstrated expertise in troubleshooting software and hardware issues, ensuring minimal downtime for customers and maintaining high satisfaction levels.
- Served as a resource to Tier 1 support technicians, providing guidance and advice on complex issues to ensure seamless escalation of cases when needed.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
Education
Bachelor of Science - Business Management
Northern Arizona University
Flagstaff, AZ12.2012
Skills
- Technical Writing
- Requirements Gathering
- Performance Optimization
- Client Relations
Timeline
IT Business Analyst
Best Western Hotels & Resorts
01.2020 - Current
Tier 2 Technical Support Specialist
Iridium Satellite Communications
05.2019 - 12.2019
Bachelor of Science - Business Management
Northern Arizona University
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