My experience:

•Application Support: Provide second-level support for enterprise applications, diagnosing and resolving issues, ensuring system availability, and minimizing downtime. Collaborate with cross-functional teams to resolve technical issues effectively.

•System Analysis & Optimization: Conduct in-depth analysis of existing applications and identify opportunities for performance improvement, optimization, and cost savings. Suggest and implement application upgrades and patches.

•Project Management: Participate in or lead application projects, including new implementations, migrations, or enhancements. Coordinate with stakeholders to gather requirements, develop solutions, and ensure project timelines and budgets are met.

•User Training & Documentation: Develop and deliver user training programs to ensure smooth onboarding and adoption of new applications or upgrades. Create and maintain detailed documentation, including user manuals and troubleshooting guides.

•Vendor Liaison: Act as the primary contact for third-party vendors, ensuring timely support and overseeing contracts and service level agreements (SLAs). Evaluate new software solutions from vendors and provide recommendations based on organizational needs.

•Data Integrity & Reporting: Monitor data integrity across systems and applications, ensuring consistency and accuracy. Generate and analyze reports to support decision-making and track system performance.

•Process Improvement: Identify and implement process improvements to streamline workflows and improve operational efficiency. Collaborate with business units to align technology solutions with their goals and objectives.

Key Accomplishments:

•Led the successful implementation of integration of new billing systems and mediation.

•Streamlined support processes, improving issue resolution time by 90%.

•Reduced application errors by 95% through thorough analysis and optimization efforts.

•Improved user adoption by developing and delivering targeted training programs to over 20 employees.