vanessa zamarripa

business analyst

About

Customer Service More than eleven years dedicated to software training, quality assurance testing, software integration, and providing customer service within a Point of Sale system servicing the College Bookstore industry. Solid web based and onsite training for new and current customers in addition to level 1 and 2 team member support training. Experienced in creating and maintaining training documentation, resource articles and videos. Management Over 5+ years of departmental managerial experience, for a team of 25+ employees, servicing Universities of 20,000 - 50,000 faculty and students. Excellent planning and organizational skills with proven interpersonal and motivational ability to ensure a strong team approach to achieve maximum performance levels.

Country

united states

City

raleigh

Industry

computer software

Skill

customer service, technical support, training, windows, team leadership, databases, troubleshooting, html, windows server, inventory management, software installation, pos, event planning, powerpoint, windows 7, system administration, sharepoint, social networking, e commerce, microsoft office, microsoft excel, social media, strategic planning, integration

Experience

product owner

blackboard

2016-6 - 2019-4 · 2 yrs 11 mos

* Work directly with Product Managers to create and manage user stories for QuadPoint and Course Materials systems using Jira * Maintain a backlog using Jira for future system features * Assist Product Management in backlog grooming, providing feature acceptance criteria, and regression test criteria

business analyst

transact campus inc

2019-4 - Present · 7 yrs 6 mos

* Support an Agile Software Development process in working with Product Managers, Product Owners, and Development team members * Prioritize epics and stories using Jira software based on product roadmap and vision * Provide acceptance criteria based on feature requirements and end user system experience * Assist in driving backlog grooming, sprint review, planning, and retrospective team meetings

textbook manager

university cooperative societey

1998-11 - 2003-12 · 5 yrs 2 mos

* Supervised a team of 25+ employees full time and seasonal employees servicing the textbook department * Lead direct customer support training * Motivated teams in achieving all departmental goals pertaining to seasonal expectations. * Determined textbook order quantities for students attending the University of Texas, Austin. * Managed textbook department semi-annual inventory

client services technician ll and training speicalist ll

sequoia retail systems

2004-1 - 2016-6 · 12 yrs 6 mos

* Provide outstanding customer service * Create and manage customer support cases within Sequoia’s helpdesk * Escalation path for level 2 and 3 support cases * Provide the best resolutions for optimum customer satisfaction * Zealous customer advocate on the subject of system enhancements * Assist customers in integrating software within Sequoia’s Textbook/Point of Sale system * Rafter EasyRent and ordering * BookVolume * Ingram Dynamic Buyback and ordering * Verba Technologies * Provide Software training for College Bookstore Textbook Managers and Internal Support Staff * Online web based training * Onsite training * Seminars and group training sessions * Sequoia employee system training * Create internal and customer facing knowledge base articles. * Project lead for Sequoia BookShare module * QA testing on system enhancements and software fixes for Linux, Windows and web based software * Software Regression Testing * Software Feature Testing