Business Solutions Architect
Resume:
Nia Wardlaw
Senior Business Solutions Architect
Carrollton, TX 75010
******************@*****.***
FOREWORD
Experienced Sr. Business Solutions Architect with 13 years in executive IT/Ops support roles, seeking an executive position in administration and/or operations. Proven expertise in project management, business and system administration—with a strong background in procurement, logistics, security monitoring and risk management. Specializes in process analysis and optimization. Equipped with above average interpersonal and analytical skills. Outstanding attention to detail; adept at managing shifting priorities and customer needs within deadlines.
PROFICIENCIES
Business Administration • System Administration • Project Management/Coordination • Tech & software efficiency ( including technical Support and software Troubleshooting) • Process and workflow optimization • Data entry • Interpersonal skills • Problem-Solving & critical thinking • Leadership & team management • Cross-Functional Collaboration • Data analysis • Risk Management • Writing • Proof-reading • Planning and organization • Budget & financial management • Adaptability • Resilience • Soft Coding • AI • AnyDesk • Active Directory • Microsoft Office • PagerDuty • Tableau • Google Workspace • Windows Server • MacOS/iOS • SQL • POS • SaaS • SEO tools • SurveyMonkey • Adobe Creative Suite • Salesforce • JIRA • Trello • DAW software (FL Studio, Protools) • E-Commerce EXPERIENCE
CommerceHub Technologies Inc., NY - Senior Technical Consultant AUGUST 2023 - PRESENT
● Assess software integration options for clients, optimizing product utilization based on specific business models and needs.
● Provide product demonstrations and lead testing for new offerings, contributing to client success and retention.
● Manage system permissions, user accounts, and maintain network file systems, ensuring security compliance and smooth operations.
● Identified and resolved failed file transmissions (EDI), maintaining integrity of client and company data.
● Coordinated with internal teams to analyze datasets, outline project objectives and respective research methodologies–overall ensuring accuracy in data collection, analysis and reporting.
● Contributed to the drafting of clear, detailed research reports and visualizations to be presented to internal external stakeholders by the company’s executives.
● Research databases were maintained with emphasis on data quality, integrity and compliance.
● Reduced support ticket resolution time by 30%:
- Streamlined troubleshooting processes and improved knowledge base documentation, leading to faster issue resolution and increased customer satisfaction.
● Provided in-depth training on common technical issues and best practices, reducing the need for multiple follow-ups and enhancing First-Call Resolution Rate.
● Developed and introduced a structured ticket prioritization system to categorize and prioritize support tickets, ensuring critical issues were addressed promptly and improving overall workflow.
● Achieved a 98% Performance Satisfaction Score:
- Consistently delivered high-quality technical support, effectively resolving software issues and earning positive feedback internally and externally.
Vivant Corp. - Executive VP of Operations
MARCH 2020 - MAY 2023
● Optimized onboarding process for clients by pre-programming handsets/VoIP phones, smartwatches, tablets and switches, ensuring a seamless integration process for clients.
● Provisioned, tested and shipped telecom equipment to be installed at various client locations based on turnover dates and client demands.
● Programmed company devices (i.e. phones, tablets, POS) with company-specific software, providing field sales representatives with real-time access to resources while in the field.
● Refurbished devices, making them readily available for resale or donation.
● Facilitated security training guaranteeing team is equipped with knowledge of safety procedures as well as identifying threats/tampered devices.
● Logged billing information and processed payments online in compliance with PCI and company policies.
● Managed and troubleshooted technical support requests via Teams/AnyDesk, assisting clients in determining source of issue within equipment or network system.
● Implemented a training process for clients integrating our VoIP/PCI products, POS and credit card terminal systems showing them how to fully utilize and benefit from the products.
● Optimized inventory tracking and improved stock replenishment processes through MS Office tools, ensuring faster product flow and reducing warehouse inventory turnaround time.
● Supported the transition to a new WMS, improving real-time tracking, reducing errors, and speeding up order fulfillment.
● Processed RMAs in a timely fashion to receive credit or replacement equipment, reducing financial loss to the company.
● Coordinated procurement of office supplies, and logistics for all client sites through various accounts (i.e. UPS/FedEX), maintaining carrier relationships and meeting project deliverables.
● Streamlined operations processes by creating a live production calendar for cross-collaborating teams to utilize as one, including a structured purchase order process–improving overall accuracy, communication and time management.
● Maintained and reconciled financial records (i.e. company purchases from Amazon, ADI, Ubiquity, etc.), ensuring precision in financial reporting and contributing to improved cash flow management.
● Proactively managed office and lobby inventory, ensuring essential supplies were consistently stocked, which enhanced operational efficiency and fostered a professional workplace environment.
● Facilitated seamless interdepartmental communication by managing mail distribution and serving as a centralized liaison, improving workflow coordination and responsiveness.
● Provided executive-level administrative support, optimizing leadership effectiveness by managing complex scheduling, high-priority correspondence, and daily operational needs.
● Coordinated intricate travel logistics, expense reporting, and corporate events, enhancing executive productivity and ensuring seamless business engagements.
● Demonstrated agility in managing dynamic priorities, successfully executing ad-hoc administrative and project management responsibilities to support evolving business objectives.
● Facilitated monthly warehouse performance reviews:
- Coordinated performance reviews, identified bottlenecks, and suggested process improvements that led to a 15% increase in warehouse operational efficiency.
● Assisted in reducing warehouse costs by 10%:
- Identified areas of cost inefficiency, such as excess packaging or mismanagement of stock, and proposed solutions that cut operational expenses.
● Supported the expansion of warehouse space by optimizing storage systems:
- Assisted in the design and implementation of a new storage solution, increasing capacity by 20% without requiring additional square footage.
● Technical/IT support POC for internal staff
Teladoc Health, Inc., TX - Senior Technical Operations DIrector AUGUST 2016 - MARCH 2020
● Monitored and resolved approximately 462 consults and tickets monthly, surpassing organizational expectations for successful transmission flow.
● Coordinated with internal departments to ensure emergency consult protocols are being implemented based on the organization's policies and procedures, safeguarding the organization from any penalties.
● Led a 29% reduction in escalated support cases:
- Developed advanced troubleshooting guides and trained junior tech support staff, reducing the need for Tier 2 escalations and improving response efficiency.
● Implemented proactive monitoring tools to detect and resolve telehealth platform issues before they impacted providers and patients, decreasing system downtime by 40%.
● Collaborated with engineering teams to troubleshoot API connectivity and electronic health record (EHR) system integrations, reducing onboarding time for new providers by 50%.
● Led initiatives to strengthen HIPAA-compliant data handling practices in technical support operations, reducing security-related incidents by 42%.
● Successfully resolved critical technical issues for top-tier healthcare clients, ensuring seamless virtual consultations and minimizing disruptions for patients and doctors.
● Coached junior tech support associates, conducted training sessions, and created documentation to enhance team performance.
● Worked closely with engineering, IT security, and product teams to address platform-wide issues and implement long-term fixes.
● Handled urgent, high-impact technical issues affecting providers and patients, ensuring fast resolutions with minimal service disruptions.
● Promoted from Manager to Director within 1 year as a result of leadership and initiative in transitioning and rebuilding our technical support department.
UniTherm Insulation Systems, TX - Director of Operations MAY 2015 - DECEMBER 2016
● Enhanced and developed training materials, streamlining the onboarding process for improved efficiency and effectiveness.
● Improved the existing procurement process, immensely reducing monthly costs to the company.
● Managed AR and AP workload, overseeing high-volume transactions while ensuring timely and accurate payments.
● Collaborated closely with our Manufacturing and Engineering Teams making certain that production expectations are clear, and vendor requirements are met for each project.
● Processed secured transactions for major vendors, while maintaining compliance with security standards.
● Collaborated with our Engineering and Manufacturing teams day-to-day certifying that projects are completed on time and within budget.
● Utilized QuickBooks to optimize financial workflows, reducing invoice processing time and enhancing reporting accuracy.
● Supervised and developed staff:
- Managed and mentored a team of 9 operations and sales professionals – improving productivity and fostering a positive, results-driven work environment.
● Maintained high-volume order accuracy:
- Consistently processed 50+ work orders per month with a 98.6% accuracy rate, demonstrating strong attention to detail and deadline adherence.
● Improved vendor relationship management by establishing efficient communication channels with vendors, enhancing relationships and ensuring timely resolution of payment inquiries.
● Developed and maintained Excel-based financial reports, providing senior management with insights for strategic decision-making and enhancing reporting/analysis.
● Acted as a key point of contact for internal and external stakeholders, addressing inquiries with professionalism and efficiency, delivering exceptional customer service.
● Balanced multiple priorities including payment processing, vendor communication, procurement, operations and reporting – while consistently meeting deadlines and maintaining organizational efficiency in a fast-paced environment.
Netflix, Inc., TX - Sr. Technical Support Manager
JANUARY 2015 - APRIL 2015
● Validated account setups are accurate through required testing protocols.
● Troubleshooted devices and network connections, determining error sources between company servers and customer devices or internet connections.
● Managed billing information and processed online payments with attention to detail, ensuring accuracy and maintaining security of customer and company data.
● Escalated fraudulent accounts and blacklisted relevant payment details, safeguarding company and customer data.
● Surpassed weekly and monthly case goals by consistently making over 100 calls per day, contributing significantly to the team's achievement of performance bonuses.
● Developed advanced troubleshooting protocols and provided in-depth training, enabling agents to resolve streaming and account issues more efficiently.
● Reduced customer escalations by 40%:
- Implemented a tiered support structure, ensuring frontline agents could handle more complex cases before requiring escalation to senior support.
● Analyzed support trends and collaborated with engineering teams to identify and resolve regional connectivity issues.
● Maintained a 98% team-wide customer satisfaction score:
- Ensured high service standards by coaching agents, refining call scripts, and optimizing troubleshooting workflows.
● Led initiatives on enhanced fraud detection and educated customers on multi-factor authentication best practices, strengthening account security and awareness.
● Strategized workforce planning and real-time support escalation during major Netflix premieres and high-traffic streaming events, guaranteeing service without disruption.
● Increased agent retention through mentorship programs, ongoing training, and performance incentives.
● Implemented proactive billing support strategies and trained agents on resolving common subscription concerns, reducing refund and subscription cancellation requests by 25%.
● Developed cross-department collaboration Initiatives:
- Worked closely with product, engineering, and marketing teams to relay user experience insights, contributing to app performance improvements and new feature rollouts.
Pier 1 Imports, VA/TX - Operations Coordinator II
SEPTEMBER 2010 - OCTOBER 2014
● Oversaw the organization and categorization of stock areas in alignment with company standards
● Ensured compliance with OSHA safety procedures.
● Managed the distribution and receipt of products, ensuring the accuracy of shipment documentation and processing secure transactions to protect customer and company data.
● Streamlined inventory processes and improved product tracking, reducing the time it took to replenish stock on the sales floor and keeping shelves well-stocked during peak seasons.
● Analyzed sales patterns and coordinated with suppliers to ensure high-demand products were always available, improving customer satisfaction and reducing lost sales.
● Led monthly cycle counts and audits, identifying discrepancies and implementing corrective measures, resulting in more accurate inventory records.
● Restructured stockroom organization by categorizing inventory more effectively, reducing time spent searching for products and increasing overall efficiency for the team.
● Played a key role in inventory turnover improvement:
- Collaborated with management to implement a rotating inventory system, improving product turnover and ensuring older stock was cleared to make room for new arrivals.
EDUCATION
South Lakes High School, VA - Business & Marketing SEPTEMBER 2007 - JULY 2011
AWARDS
Certificate of Appreciation
October 12th, 2018
In recognition of outstanding service and continued commitment to supporting the mission of providing nourishment and care to the community through Minnie’s Food Pantry located in Plano, TX.
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