Customer Technology Systems Supervisor Resume Liam Wells Customer Technology Systems Supervisor 253-555-6428 liam.wells@example.com linkedin.com/example/liamwells Tacoma, WA 98406 STRENGTHS People leadership Balanced analyst workloads during competing releases. Team members gained clearer priorities and more space for quality work. Requirements translation Turned service team concerns into usable specifications. A simple process map often helped technical partners move faster. Testing discipline Built evidence around releases and defects. Project teams relied on clear records when production decisions became urgent. Vendor coordination Kept shared commitments visible across vendors and IT. Small follow ups prevented larger delivery surprises later. Customer focus Investigated issues through workflows and SQL. That direct approach helped service teams explain answers with confidence. SKILLS Functional leadership Customer technology Utility systems CRM Requirements analysis System design SDLC System testing SQL Relational databases System workflows Robotic process automation UiPath Vendor management Emergency response LANGUAGES English Native 40 Spanish Intermediate 20 MY CAREER 0 Months SUMMARY Customer technology systems supervisor with eight years supporting utility customer platforms, enterprise applications, functional analysis, system delivery, and business process improvement. Leads functional analysts while remaining hands on with requirements, workflow design, SQL analysis, system testing, SDLC delivery, vendor coordination, and small technology projects. Builds practical connections among customer operations, architects, developers, data teams, vendors, and public agency partners . Experience includes CRM, utility assistance, energy efficiency services , customer engineering workflows , robotic process automation , annual work planning, contractual commitments, and emergency response readiness. Clear communication helps teams make sound decisions, protect service reliability, and support community trust. Ready to bring steady people leadership, thoughtful system design, and direct delivery ownership to Cascade Harbor Electric Utility. EXPERIENCE Customer Technology Supervisor North Sound Utility Solutions January 2024 to Present Tacoma, WA Supervises functional analysts supporting CRM, customer assistance, engineering, and energy efficiency workflows. Owns small system delivery , work planning, vendor coordination, testing, and emergency response readiness across regulated utility operations. Balanced analyst assignments across CRM and assistance workflows, improving workload clarity and delivery focus. Led requirements through release readiness using SDLC practices, giving operations teams dependable handoffs. Used SQL and workflow analysis to isolate customer issues and clarify solution options for technical teams. Coordinated vendors and IT resources across shared systems, resolving dependencies and protecting contractual commitments . Coached analysts on testing evidence and documentation, strengthening quality across concurrent customer technology projects. Maintained emergency response readiness for customer services, supporting reliable communication during regulated utility operations. Senior Functional Analyst Rainier Customer Systems March 2022 to December 2023 Olympia, WA Led functional analysis for enterprise customer applications supporting billing assistance, customer service, workflow automation, and release delivery. Connected business owners with architects, developers, vendors, and technical project teams. Converted assistance program needs into requirements and workflow diagrams that developers could implement confidently. Designed system tests and acceptance criteria, helping teams validate fixes before production release. Built SQL queries to reconcile workflow results, giving operations leaders clearer data for decisions. Mapped repetitive business steps into UiPath automation designs, reducing manual effort and exception confusion. Coordinated enhancement priorities with vendors and business owners, keeping delivery status visible across teams. Documented defects and test evidence, enabling practical release decisions with shared accountability. Functional Systems Analyst Cedar Point Public Technology June 2020 to February 2022 Bellevue, WA Supported public sector customer applications through requirements analysis , database research, testing, vendor coordination, and user communication. Helped technical and service teams turn operational needs into usable system changes. Facilitated requirements sessions for public service workflows, producing functional specifications for delivery teams. Maintained test scripts and execution records, giving project leads traceable evidence for scheduled releases. Queried relational databases with SQL, isolating data conditions behind reported application problems. Coordinated vendor support cases and follow up items, keeping commitments visible for project leads. Explained system changes through process maps, helping service teams adopt new workflows with confidence. Documented release notes and workflow updates, supporting consistent guidance across customer facing teams. Business Systems Analyst Harborline Service Applications September 2018 to May 2020 Seattle, WA Analyzed customer service procedures and enterprise application workflows for front line teams. Supported requirements, configuration, testing, data validation, issue research, and communication under senior analyst guidance. Mapped current state procedures, clarifying ownership across customer service handoffs and application workflows. Prepared functional requirements for developers, creating a clearer path from business need to configuration. Created SQL queries for data validation, helping senior analysts research application issues with reliable evidence. Organized test evidence and issue logs, supporting release decisions with traceable project records. Presented workflow changes to mixed audiences, building confidence through practical examples and clear explanations. Supported user acceptance activities, helping front line teams confirm system behavior before release. PROJECTS Utility Assistance Workflow Modernization 2024 A recurring customer handoff exposed gaps in workflow ownership. Mapped requirements, test scenarios, SQL validation, and release steps into a clearer delivery path for assistance operations. Customer Automation Design Review 2023 Manual exceptions were slowing service work. Translated business steps into UiPath automation designs, documented exception handling, and gave stakeholders a practical basis for implementation decisions. LEADERSHIP & AWARDS Recognized by utility operations leaders for dependable customer technology delivery and clear release communication. Selected as a trusted mentor in the Puget Sound Public Technology Mentoring Circle, 2025 to Present. EDUCATION Bachelor of Science in Business Information Systems University of Washington Tacoma GPA: 3.5 2018 Tacoma, WA Coursework: Database systems, business process analysis, systems design, project management CERTIFICATIONS Certified ScrumMaster 2021 UiPath Automation Business Analyst Associate 2023 TECHNICAL SKILLS Customer Platforms: CRM, customer assistance systems, customer engineering workflows Utility Technology: Energy efficiency services, utility assistance programs, regulated operations Analysis Methods: Requirements analysis, business process analysis, workflow mapping Database Technologies: SQL, relational databases, data validation Automation Tools: UiPath, robotic process automation, exception handling Delivery Methods: SDLC, release management, operational handoff Quality Practices: System testing, acceptance criteria, defect documentation Project Planning: Annual workplans, project prioritization, delivery scheduling Vendor Management: Contract commitments, vendor coordination, support cases Communication Tools: Process maps, workflow diagrams, release notes Leadership Practices: Staff supervision, workload assignment, analyst coaching SKILLS Functional leadership Customer technology Utility systems CRM Requirements analysis System design SDLC System testing SQL Relational databases System workflows Robotic process automation UiPath Vendor management Emergency response PROFESSIONAL AFFILIATIONS Puget Sound Public Technology Mentoring Circle, Volunteer Mentor, 2025 to Present. Utility customer technology community, participant in peer discussions on systems delivery and service reliability. LANGUAGES English (Native) Spanish (Intermediate) ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. REFERENCES AVAILABLE ON REQUEST
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