Customer Support

MS Project

UML

PM/PERT project analysis

Advanced Excel

SQL/Data Visualization

Visio

Business Process Modeling

Information Architecture

Heuristic Evaluation

Salesforce/Salesforce recording

Quantitative analysis/ decision tree analysis

408-***-**** adefy1@r.postjobfree.com https://bit.ly/ShruthiLinkedin I’m an insatiable story hunter. As a customer communications analyst, I find myself crafting stories anchored by compelling hard data. Technical documentation and human

communication has been my best friend combatting

departmental silos. I would love to merge my knowledge in business process modeling with my support communications representative experience in a SaaS environment to artfully break down, solve, and explain complex issues.

PROJECTS

Conducted a scholarly research report, briefing and a 10 minute executive presentation of the factors of using Microsoft Dynamics 365 successfully in an inter-organizational information system Solved the company Innovation Strategy: Develop New product vs Consolidate Existing Product by using a decision tree evaluation process and addressed the benefits and shortcomings of using a network and transportation model

Project Access Capstone Project Project Manager

CAREER EXPERIENCE

Serving as a point of contact for high value customers before and during impactful technical maintenance activities of the ServiceNow platform

Communicating with customers via Cases/ Incidents on ServiceNow infrastructure changes Responsible for technical documentation of the change process Collaborating with Technical Support Engineers, Project Managers and Senior Support Account Manages to provide customer relief and success during P2,P3,P4 incidents Knowledge of ServiceNow’s user interface to navigate through tables and fields for reporting purposes

Customer Communications Analyst ServiceNow

Oct. 2019 - present

TA for Professor Richard Sessions' BUS 110A Fundamentals of Information Systems class Oversaw Scrum meetings for each group, graded Python Modules, gave feedback for design, implementation for their project

• Guided students with tools such as Anaconda Python, SQLite Browser (database software), MS Word, PowerPoint and MS Excel

Teacher Assistant San José State University

Aug. 2019 - Dec. 2019

Shruthi Annamaneni

CUSTOMER COMMUNICATIONS

ANALYST

Hired by Dr. Leslie Albert on a grant allowing for the creation of Data Science Seminars for interested students

Designed digital badges using sketch tailored for seminars such as: Python, Artificial Intelligence, Jupyter Notebooks, Statistics, and Neo4j

Utilized the open badges standard for digital badges introduced by Mozilla Research Assistant San José State University Research Foundation Feb. 2019 -July 2019

Designed Infographics using sketch, and illustrator Used SEA/ SEO marketing techniques

Part of the UI/UX design team

Presented Gratis at SJSU's IDEAS lab to attract a large user base Marketing Assistant IDEAS Lab Gratis

April 2018 - Aug.2018

EDUCTATION

San José State University

Bachelor Of Science In Business - Management Information Systems (MIS), Aug. 2015- Dec. 2019

Technical Briefing: Solution Adoption Expert

As PM ensured team followed SDLC: Defined Scope, Planned Resources and Activities, Estimated Time, Mitigated and Managed Risk using MS Project

Assessed user pain points by creating user journey maps Utilized Wix to centralize the resident’s contact information, and streamlined the attendance and waiver/intake collection COURSE WORK

Business Strategy and Information Systems

Human Factors

Project Management- MIS Practicum

Database Management Systems

Big Data

Systems Analysis and Design

Treasurer

UXA was a destination for aspiring UX designers, graphic designers, HCI majors to discuss opportunities in the UX field

Coordinated seminars held by graduate HCI students who served as mentors for aspiring UX undergrad designers seeking guidance creating portfolios Managed the flow of money into the club and allocated and recorded how that money is spent for each company tour and seminar

June 2018 - June 2019 User Experience Association (UXA) CORE COMPETENCIES

BRIEF BIOGRAPHY

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