Technical Support Specialist
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Technical Support Specialist

ANA MOREEN

------------ | ------------ | Centennial, CO | ------------/in/anamoreen


Customer Experience | Operations Management | Bilingual (English/Spanish)

Bilingual team-player with 10+ years of experience delivering exceptional internal and external operations, customer service support, and product knowledge for a startup to mid-size organizations. Adaptable, detail-oriented, organized, problem-solver poised to contribute to company growth by leveraging strengths in business acumen, customer experience, cross-functional teams, project management, and technical skills.


SKILLS & STRENGTHS

• Solutions-Oriented
• Collaborative
• Entrepreneurial
• Energetic & Resourceful


• Cross-functional teams
• Technical
• Project Management
• Planning & Organizing


• Business Acumen
• Strategic &Tactical
• Change Management
• Self-starter/motivated

PROFESSIONAL EXPERIENCE

SelectHub | Director of Program Delivery | Denver, CO | 2015-2018
• Maintained 95% customer satisfaction scores through executing initiatives for the delivery of software subscriptions, packages, and remote technical services/support to clients.
• Increased product usage by >50% by developing and launching VILT software training tools.
• Anticipated and resolved client issues and served as primary point-of-contact for client services and projects.
• Partnered with product management and engineering teams on product enhancements and customer-impacting issues. Reproduced bugs and identified solutions to enhance the customer experience.

Keller Graduate School of Management | Higher Education Student | 2012-2014
• Pursued and received a Master Degree in Project Management

Capgemini | Sr. Change Management Lead | Chicago, IL | 2009-2012
• Provided technical support to >1,200 end-users spanning >60 countries
• Maintained 95% client satisfaction ratings while managing projects within a $3 million budget.
• Lead global teams in executing stakeholder analysis, alignment interviews, SAP End-user Roll Mapping, Training Logistics, GTS Support Model, Identify Change Agents and Networks.
• Orchestrated bilingual communication plans, impact-analysis and leadership presentations for Supply Chain, Finance and Order Fulfillment.

BearingPoint USA | Sr. Technical Project Consultant, Change Management | Denver CO | 2006-2009
• Lead project teams in the development and delivery of change management protocols and training materials for SAP FICO and Oracle’s PeopleSoft HR across US and European teams for a mass media company.
• Managed project budgets and timelines and delivered weekly status updates to C-Suite stakeholders.

StorePerform Technologies | Product Training Manager | Denver, CO | 2004-2006
• Increased software utilization and sales by 25% by launching training programs, policies and procedures for internal and external customers.
• Collaborated with product development, marketing and sales teams within the application development lifecycle to ensure a successful and timely course rollout of the product

Aimco | Senior Analyst | Denver CO | 2003-2004
• Collaborated with SME’s and served as liaison for business units and IT for delivery of software training.
• Conducted business needs analysis and provided recommendations leading to a 20% reduction in costs.


EDUCATION

Master Degree, Project Management | Keller Graduate School of Management
Bachelor of Science Degree, Business Administration, Statistics | University of Denver