Business Analyst, Project Manager, Help Desk Manager, Systems Analyst

Carolyn S. Gowins, PBA

817-***-**** • ***************@*****.***

PROFESSIONAL EXPERIENCE

Senior Business Application Analyst 2011 – Present

Advanced Technology Group King of Prussia, PA

Provide professional training, product support, and business analysis to over 50 locations company-wide

Develop and integrate software using Agile project management methodology

Responsible for technical writing of user guides and training materials

Teach classes on Complete Control for Communities (C3) as a Subject Matter Expert on the software

Work with present and future clients to deploy C3

Train and support existing clients to maximize their productivity through the usage of C3 and C3 Mobile

Business Analyst 2009 – 2011

Associa Dallas, TX

Led deployment of both C3 and Yardi software applications

Collaborated with external and internal customers to analyze information needs and functional requirements

Applied knowledge of enterprise-wide requirements definition and management systems and methodologies

Worked independently with users to define concepts and under direction of project managers

Coordinated software implementations and deployments

Deployed and administered company-wide SharePoint CRM for marketing, lead tracking and sales

Network Administrator/Technical Writer 2005 – 2009

Associa Schaumburg, IL

Supported over 100 local users and 150 around the Midwest region

Handled troubleshooting, migrations, deployments, LAN/WAN administration, network, server and desktop support

Managed ticket queues, escalations and service level agreements

Administered user training programs, knowledge base and support documentation

Traveled nationally as part of a company-wide information technology support initiative to migrate branch offices over to Associa's national data network

Help Desk Manager 2003 – 2004

Culligan International Northbrook, IL

Managed out-sourced help desk and local support staff for over 1000 remote and local users

Initiated employee training that increased efficiency, production and customer satisfaction

Served as primary resource for overflow tickets and top-priority issues

Managed all PeopleSoft queues, which decreased response time and point-of-call resolution numbers

Improved vendor relations, resulting in the resigning of contracts for additional 3 years

Provided back-up support to LAN admin and AS/400 teams to ensure continuous coverage

Managed new and terminated users in Active Directory and Exchange to ensure security Blackberry support lead

Technical Analyst 1998 – 2002

Liberty Mutual Insurance Group Itasca, IL

Led a team of two associate technical analysts responsible for the execution of infrastructure projects

Served as end-user support to over 200 local and remotes users, providing quality personalized customer service after initial user calls to help desk could not be resolved

Performed backup, restores, software installations and configurations, security requests, upgrades and repairs

Provided Telecom back-up support to ensure continuous operation and immediate response

Managed various vendors including Dell, IMB, HP and Cisco and managed hardware orders, resulting in decreased costs while enhancing solid relationships

Conducted successful user training seminars and developed various technical documents that resulted in improved user efficiency

EDUCATION

Bachelor of Arts in Journalism, Arizona State University

Business Analysis Professional, Project Management Institute

LinkedIn Profile: https://www.linkedin.com/in/carolyn-gowins-999b486

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