Jennifer Sanchez

• Developed comprehensive documentation to maintain transparency and facilitate stakeholder buy-in on project goals.
• Wrote technical narratives to document processes and design changes for 4 business departments.
• Designing streamlined process and operational forms using JotForm, enhancing organizational efficiency and user experience
• Proficient in project management and collaboration tools, including Asana, for efficient team coordination and workflow management
• Contributed to development and enhancement of educational content for Learning Management System, utilizing collaborative tools like Chameleon Creator and instructional design principles to improve user engagement and learning outcomes
• Enhanced project efficiency by implementing agile methodologies and streamlining communication channels like design and create internal web page with project information using IMIS

Defined software configuration, testing and implementation of platform integration for 128 retail clients

• Engaged with clients and assisted customers with software configuration
• Interviewed business users and stakeholders to understand existing processes and gathered requirements
• Recommend optimum solutions to improve client's productivity
• Run and facilitated requirement-gathering workshops
• Assisted customers with software configuration to ensure best practices and to meet changing customer's needs
• Scoped, devised, and delivered new customer, new user, and refresher module training
• Software implementation timeframes set by implementation guidelines
• Engaged sales team, project managers, and support for larger and more complex customers
• Developed and reviewing process utilised to configure and collect requirements for product range
• Worked as Business Analysts to make sure that, scope and documentation align as per project quality standards
• Managed status reports advising management including functional analysis
• Recognised for having meeting deliverables under tight deadlines which enhanced understanding of existing complex business process.

• Transformed needs of business stakeholders into functional and technical requirements
• Documented 15 business requirements, functional requirements, and non-functional requirements
• Worked with developers on system design, build and implementation
• Worked with third party vendor for system integration and design
• Updating CRM system with all client communications including calls, emails, and meetings
• Maintained and updated CRM system of all practice staff and contact details.

Led internal project meetings and provide status on progress of activities and deliverables

• Guided and oversee development of SQL database scripts and XML transformers for integrations and interfaces for logistics platforms
• Conducted peer reviews and other internal project quality assurance activities
• Supported team in validation of customer's business requirements and mapping to logistic software functionality.
• Communicated effectively with third-party personnel involved in implementation efforts, coordinating activities to maximize progress.

• Responsible for implementation, set up and onsite training of banking software suite
• Focused on training banking software from small to large sizes business
• Engaged with clients to understand their business processes
• Drive banking software implementation from start to 'go live'
• Delivered targeted training (onsite, face-to-face, group & online)
• Around 200 banking software installations and configurations implemented.
• Ensured solution meets specifications and functions per customer specific operational workflow.
• Performed preventative maintenance to keep tools and equipment functional.

Help solve technically complex, strategic, high-profile, or long-running customer cases that may require interaction with Software Engineering

• Responsible for customer support experience with Microsoft
• Own, troubleshoot and solve customer technical issues
• Identify cases that require escalation (either technically or strategically)
• Create and maintain incident management requests to product group or engineering group
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience
• Provide ramp activities, knowledge sharing, technical coaching, and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions).
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.

• Professional Development Studies: Website Development