Technical Support Business Analyst
Resume:
CHICAGO. IL • *********.******@*****.*** •
CHRISTIAN HACKWORTH
Customer Support & Success Professional
PROFESSIONAL SUMMARY
Customer Support & Success professional with experience resolving technical issues and increasing customer confidence. My expertise includes incident management, customer engagement & process improvement. Proficient in technical troubleshooting and vendor management. I pride myself on providing solutions to improve the customer experience. EMPLOYMENT HISTORY
IT PHARMACY SUPPORT TECHNICIAN Oct 2024 - Apr 2025 BestRX / Red Sail Technologies Oak Brook, IL
SYSTEM ENGINEER/CUSTOMER ON-BOARDING & SUPPORT Sep 2020 - Apr 2024 PROVE Chicago, IL
DELIVERY MANAGER Jun 2018 - Sep 2020
Early Warning Services, LLC Chicago, IL
SENIOR TECHNICAL CLIENT SUPPORT ANALYST Mar 2015 - Jun 2018 Authentify INC. / Early Warning Services Chicago, IL CORE PRODUCT SUPPORT/IMPLEMENTATION SPECIALIST 2 Oct 2013 - Nov 2014 Golf Channel Burr Ridge, IL
CAE SOLUTIONS SPECIALIST (CUSTOMER ACCOUNT EXECUTIVE) Jan 2013 - Sep 2013 Comcast/NBCUniversal Tinley Park, IL
• Retention and Sales: Proactively contacting customers at risk of churning, offering solutions to meet their needs, and expanding their product mix with Comcast.
• Customer Service: Addressing customer inquiries and issues related to billing, service, and technical difficulties.
• Relationship Building: Maintaining and building customer relationships to drive retention and satisfaction.
• Problem Solving: Identifying and resolving customer problems by collaborating with internal teams and using various resources.
• Product Knowledge: Staying up-to-date on Comcast's current and emerging products and services, as well as those of their competitors.
• Communication: Effectively communicating with customers, both verbally and in writing, to explain complex information and solutions.
• Meeting Sales Goals: Achieving or exceeding assigned sales and retention targets. Resolve complex hardware, software & device issues, ensuring seamless pharmacy operations nationwide. Troubleshoot, resolve and document issues within the CRM System Collaborate with developers to improve software stability and user experience. Document technical issues and create standardized resolution procedures. Analyze feedback to refine troubleshooting methods and develop knowledge base articles. Implement advanced troubleshooting protocols for pharmacy systems, reducing resolution time and optimizing operational workflow across multiple locations.
Conducted root cause analysis and remediation during production outages, minimizing downtime. Supported & resolved client authentication inquiries Collaborated with internal departments and external vendors for voice and SMS authentication. Monitored system availability, error conditions, and job status, enhancing operational efficiency. Led cross-functional teams to optimize voice and SMS authentication systems, resulting in measurable improvements in system reliability and user satisfaction.
Supported Multi-Factor Authentication platform for financial institutions, ensuring 100% service reliability. Led cross-functional teams to maintain platform integrity, boosting operational efficiency. Coordinated Agile sprint cycles with Change Control, enhancing project delivery timelines. Supported & trained customer support team.
Executed Disaster Recovery plans to minimize downtime. Resolved client authentication inquiries, enhancing customer satisfaction and retention. Conducted Root Cause Analysis, reducing repeat issues and improving service reliability. Developed and updated procedures, ensuring consistency and accuracy in client support. Acted as SME for voice and SMS authentication, streamlining communication with customers and vendors. Pioneered improvements in technical support processes, streamlining issue resolution and significantly reducing response times for authentication queries.
Optimized client support strategies, leading to measurable improvements in first-contact resolution rates and customer retention metrics.
Provided technical support for GolfNow Reservations/POS, ensuring seamless golf course operations. Consulted clients, vendors, and specialists on networking and hardware for effective POS deployment. Resolved technical issues in wireless, LAN, TCP/IP, and Windows Servers, enhancing system reliability. BUSINESS ANALYST/PROJECT MANAGER (CONTRACT) Jul 2012 - Oct 2012 Hyatt Hotel Corp. Chicago, IL
TECHNICAL ACCOUNT MANAGER & FIELD SERVICE ENGINEER (CONTRACT) Oct 2010 - Apr 2011 Roomlinx Broomfield, CO
FIELD SYSTEM TRAINER-DEPLOYMENT PROJECT MANAGER 2007 - 2010 Fresenius Medical Services Columbus, OH
TECHNICAL ANALYST/OPERATIONS SUPPORT 2000 - 2006
Archipelago/NYSE Chicago, IL
EDUCATION
ENGLISH
Columbia College Chicago Chicago, IL
JOURNALISM
Prairie State College Chicago Heights, IL
COURSES
PMP Jan 2015
MicroTrain
SKILLS
Support Documentation, Process Improvement, Root Cause Analysis, Project Management, Vendor Management, WAN, Slack, Salesforce, Serena, Jira, POS Systems, Splunk, Microsoft Office, Google Apps, Windows, Customer Advocacy, System Monitoring, Team Collaboration, Technical Troubleshooting, Incident Management, Customer Engagement, Business Analysis.
LINKS
LinkedIn: www.linkedin.com.
Analyzed hotel POS systems, resolving escalations and ensuring SLA compliance, enhancing efficiency. Coordinated vendor management, maintaining service levels, achieving measurable improvements. Oversaw testing and product releases for POS deliverables, ensuring timely and successful rollouts. Implemented in-room media and POS services for 600+ hotel rooms, enhancing guest experience and operational efficiency.
Conducted comprehensive training for engineers and client service teams, fostering proficiency in application GUI and improving overall support quality
Delivered compelling product demonstrations to potential clients, effectively showcasing system capabilities and driving new business opportunities
Facilitated cross-functional communication between technical teams and hotel management, ensuring alignment on project goals and timelines
Managed installations and training on Chair-side access to patient information for dialysis centers across the Midwest Developed comprehensive training programs for doctors, nurses, and technicians, improving procedural efficiency. Led project planning initiatives, optimizing communication between dialysis systems and wireless networks to enhance operational efficiency.
Facilitated knowledge transfer across multidisciplinary teams, bridging gaps between technical systems and medical practitioners.
Spearheaded deployment strategies, aligning technological advancements with healthcare needs to improve patient care delivery.
Supported traders and sales reps on Real Tick Market Data Analysis Software Managed customer onboarding and application deployment, ensuring seamless integration and user satisfaction. Conducted thorough root cause analysis on buy/sell transactions, identifying and resolving data integrity issues to improve overall system reliability.
Partnered with sales team to provide technical insights, facilitating client relationship management and driving business growth.
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