Project Management User Experience

Kelly Felz *********@*****.*** • 720-***-****

https://www.linkedin.com/in/kellyfelz

Tech savvy and results-driven professional with remarkable background in resolving intricate application challenges and providing top-tier user assistance. Credible history in troubleshooting, diagnosing issues, and performing maintenance to ensure uninterrupted application performance. Well-versed in collaborating with cross-functional teams, identifying system requirements, and implementing enhancements to align applications for evolving business needs. Skilled in optimizing user experience, delivering end-user training, and documenting processes. Adept at collecting client feedback regarding new features and improvements for submission to development. Expertise in delivering outstanding client tech support and contributing to the success of cutting-edge software applications. Skilled in serving multiple levels of engagement for clients and troubleshooting unexpected results and error messages within applications.

Technical Proficiencies

Power Platform, Salesforce, Multiple ERP Systems, Oracle, SQL, Microsoft Office, AWS, Infrastructure, Project Management, Programming languages

Areas of Expertise

Application Troubleshooting & Support

Project Management

Team Building & Leadership

Vendor Management

Reporting & Analysis

End-User Training & Support

System Requirements Gathering

Application Enhancements Implementation

Process Documentation & Standardization

Continuous Process Improvement

Cross-Functional Collaboration

Business Documentation

User Experience Optimization

SLAs & Regulatory Compliance

System Monitoring

Career Experience

Ardent Mills, Denver, CO 2018 –2023

Application Support Analyst

Steer the full spectrum of activities associated with smooth operation and optimization of critical applications for business operations. Provide timely and expert support to end users, addressing inquiries, resolving issues, and ensuring seamless application functionality. Amplify capabilities within multiple applications to enhance efficiency and effectiveness in business operations by delivering configuration, administration, and end user assistance. Collaborate with clients and vendors to provide support for all operations.

Contributed to successful implementation of new ERP system (Dynamics 365) by implementing streamlined processes.

Diagnosed and resolved issues in legacy systems by offering effective solutions to ensure optimal performance.

Ensured refined system functionalities and optimized business processes by collecting comprehensive enhancement and modification requests from Business Owners pertaining to ERP system.

Monitored performance and diagnosed issues using AWS Integrations and Insights to help determine root cause on issues.

Open Technology Solutions, Denver, CO 2016 – 2018

Applications Analyst

Conducted thorough analysis of application performance and user experience to identify areas for improvement and implement necessary updates. Provide comprehensive application support for financial institutions, ensuring seamless operations by documenting issues, conducting root cause analysis, escalating concerns, and effectively communicating resolutions to end users.

Played an integral role in business success by providing extensive support for multiple financial systems.

Performed thorough testing of bug fixes and enhancements, ensuring successful delivery while providing training to internal customers and staff, equipping with essential information to optimize system utilization.

Contributed to refining testing procedures that ensure system reliability and functionality by collaborating in shaping acceptance tests for new and modified systems.

Developed and oversaw production metrics to gauge efficiency across various business units, evaluating adherence to service level agreements (SLAs) and ensuring accurate reporting.

RK Mechanical, Denver, CO 2015 – 2016

Business Analyst

Aggregated essential business requisites for both new and existing systems, ensuring alignment between the current system design and the needs of both the business and end-users. Illustrated comprehensive end-to-end processes and procedures to pinpoint gaps and streamline efforts, thereby minimizing duplication. Monitored application systems to proactively identify potential problems, optimize performance, and minimize downtime.

Served as primary liaison for CRM, undertaking numerous customizations to align CRM system with evolving business requirements.

Designed and delivered captivating training initiatives for novel and existing applications, catering to needs of business personnel.

Identified potential areas for enhancement and drive improvements in business processes by partnering with essential stakeholders.

Insightsoftware.com, Denver, CO 2014 – 2015

EBS Senior Business Analyst

Acted as liaison between clients and developers to identify problem areas, establish necessary enhancements, and prioritize areas of opportunity. Crafted technical documentation detailing new functionalities for product releases, while communicating enhancements in new products to clients. Contributed to design, testing, and deployment of system upgrades, enhancements, and new functionalities, ensuring smooth integration with existing processes.

Generated and wrote several reports that effectively reduced unnecessary expenditures.

Developed and educated staff members about issue resolution and productivity optimization best practices.

Played an integral role in informed decision-making by compiling and reporting on business requirements.

Served as a liaison between clients and developers, identifying problem areas, establishing necessary enhancements, and prioritizing areas of opportunity.

Education

Bachelor of Computer Science

CSU-Global Campus

IT Training & Certification

Windows Power Platform

Oracle Financial Functional Training

SQL Certification

Implementing a Windows 2000 Network Infrastructure

ITIL Foundations

Microsoft Office Applications Certification

Project Management

Salesforce Administrator

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