Summary of Career

1. Experience with each phase of project life cycle including end-user meetings, design, specifications, build-up, customization, testing, implementation and go live support

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2. Develop a thorough understanding of organizational processes relative to specific program workflows

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3. Deliver exceptional remote customer service and improve overall user experience by intuitive analytical ability to attain system and application level support and solutions

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4. Contribute to organization’s mission of utilizing information technology to improve client care

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5. Responsive to requests and concerns from users in troubleshooting application issues

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6. Collaborate with organizational management to facilitate change management processes

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7. Prepare detailed requirements and specification through technical expertise in identifying, evaluation and developing systems and procedures to meet organizational enterprise

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8. Worked with CCM team, a Federal Incentive Program, as the lead point of contact to assist clients with application navigation and inquiries through ownership of project from start to completion in providing supervision and oversight

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9. Liaise between client and cross functional internal teams to ensure timely and successful delivery of solutions in accordance with client specifications

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10. Accountability for resolving client issues of high urgency, proposing solutions and escalating to appropriate internal queue for resolution through the creation of help desk tickets

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