jennifer brown

system analyst

About

10+ years providing technical support, advice, and assistance to customers with technical, hardware, and software system problems. 3 years of planning, executing and evaluating Projects scope, schedule and budget 3 years Requirements Analysis * analyzing requirements for consistency, comprehensibility, traceability and adaptability and recording conflicts, contradictions, errors and omissions for Stakeholder review 2 years planning, conducting, and evaluating Lottery and Player training 1 year National Response Center Quality Assurance * ensuring quality, customer service, and adherence to the policies and procedures. 2 years Field Service Dispatch * coordinating technicians workload, updating work schedules, analyzing and escalating site penalties 2 years National Response Center Hotline Troubleshooting * resolving customer problems and clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; documenting calls and escalating unresolved problems

Country

united states

City

austin

Industry

information technology and services

Skill

process improvement, vendor management, software documentation, training, call centers, project planning, business analysis, quality assurance, troubleshooting, integration, program management, team leadership, resource management, it management, sdlc, pmp, outsourcing, analysis, it service management, itil, visio, requirements analysis, team building, leadership, management, talent management, performance management, recruiting, business process improvement, security, team management, telecommunications, service delivery, crm, operations management, erp, six sigma, customer experience, information technology, business intelligence, system administration, cross functional team leadership, sap, it operations, business process, networking, it strategy, pmo, customer satisfaction, change management

Experience

system analyst

igt

2017-10 - Present · 9 yrs

Provide support, advice, and assistance to customers with technical, hardware, and software system problems. Monitor, analyze and test software during development in order to ensure quality. Bridge business problems with software system solutions; ultimately resolving the issue(s) with the help of our software application.

call center associate ii

igt

2006-1 - 2008-1 · 2 yrs 1 mo

* Serve customers by resolving problems and clarifying issues * researching and exploring answers and alternative solutions * implementing solutions * documenting calls and escalating unresolved problems.

trainer i

igt

2012-1 - 2014-1 · 2 yrs 1 mo

Prepare employees to accomplish job results by planning, conducting, and evaluating training. Designed course materials and other documents, such as handouts, manuals and exercises.

quality analyst

igt

2010-1 - 2011-1 · 1 yr 1 mo

Screen incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures. Provided feedback to assist in the creation of performance improvement goals and the development of training programs.

dispatcher

igt

2008-1 - 2010-1 · 2 yrs 1 mo

Create, update and close cases for field service installations, startup, repairs and maintenance of lottery equipment; as well as escalate penalties to the site. Coordinate technicians workload and update work schedules.

project manager

igt

2014-1 - 2017-1 · 3 yrs 1 mo

Defining and communicating project objectives. Procuring the project requirements like workforce, required information, various agreements and material or technology needed to accomplish project objectives. Managing the constraints of the project management triangle: cost, time, scope and quality.