Courtney Roach
IT BUSINESS ANALYST
Hampton Roads, VA • courtneyroach286@gmail.com • (757) 633-3058
Areas of Expertise
Customer Success | Startups | Integrations | Business Analytics & Solutions
Technical: SQL, Zendesk, CRM Tools, Tableau, Jira, Agile Methodologies, Scrum, Power BI, XML, Confluence, SDLC, Hubspot
Soft Skills: Requirements Gathering, User Story Creation, Stakeholder Communication, Problem-Solving, Analysis, Project
Management, Continuous Improvement, Ability to communicate with C/VP Level Suite
Certifications: Comptia Security+
Summary
Highly motivated and detail-oriented Business Analyst with 10+ years of experience in customer success,
process improvement, and data analysis. Proven ability to bridge the gap between business needs and IT
solutions through effective stakeholder communication and project management. Skilled in Agile methodologies,
requirements gathering, and data visualization tools (e.g., Tableau). Eager to leverage experience to optimize
business processes and drive results.
IT Business Analyst, Digital Systems
LA County 2-1-1 -(40-45 hrs/week)
May 2024 – Present
KEY CONTRIBUTIONS: At 211LA, I supported the Los Angeles community during the California wildfires in
2025 by collaborating with executives and Airbnb to develop workflows enabling 24/7 resource coordination
for displaced residents and responders. I also helped create a provider portal to maintain accurate data for
over 54,000 resources and managed digital systems for 15+ programs, enhancing services for 3.82 million Los
Angeles residents.
Collaborated with stakeholders to document processes and identify areas for optimization within the 211LA
systems.
Created user stories and process flows to align business needs and IT solutions.
Designed IT solutions within Agile environments to address complex operational challenges.
Bridged the gap between business and IT needs through effective stakeholder communication and
engagement.
Integrated new customers into the 211LA system while documenting detailed specifications to ensure
seamless onboarding.
Executed comprehensive test plans to verify alignment with business requirements and maintain high-quality
service delivery.
Assessed the impact of proposed changes and implemented strategies to ensure smooth transitions.
Supported project planning and tracking activities, ensuring timely completion of milestones.
Identified opportunities for process enhancements and implemented solutions to improve efficiency and user
satisfaction
Service Analyst, Customer Success
Hippo Software -(40-45 hrs/week)
Jan 2023 - May 2024
● Remote troubleshooting and diagnosis of potential Hippo Manager Software issues
● Making outgoing calls to clients for information gathering in response to support tickets
● Receiving and resolving incoming calls, tickets and emails from users
● Understanding the varying needs of our users, from veterinarians to technicians to practice managers
● Monitor Support trends and issues to provide actionable information for Technical Operations team
● Willing to field support calls during weekends and off hours on as-needed basis
Service Analyst Director, Customer Success
InfiniteWorld- (40 hrs/week)
Apr 2022 - October 2022
● Prioritize, organize, and perform multiple tasks and manage multiple processes simultaneously within a
dynamic and changing environment, proactively keeping management informed of possible roadblocks
to success
● Manage ticket queues and shared mailboxes to ensure timely responses and escalations across various
InfiniteWorld initiatives, such as: SLAs, SOPs, process automation, fraud intervention
● Strategize and communicate cross-functionally with Operations, Sales, and Support teams to develop and
strengthen shared processes and systems in Jira
● Monitor the effectiveness of processes and systems and aim to continuously improve them
● Effectively utilize HubSpot to manage external customer communication
● Communicate with C-suite to ensure stakeholder alignment and deliverables
Global Helpdesk Software Engineer
Swisslog- (50 hrs/week)
May 2021 - Apr 2022 (1 year)
● Provide application, robotics, and technical troubleshooting assistance
● Identify and resolve issues within Warehouse Management Systems (WMS) and Databases.
● Identify issues that are mechanical and/or logical in nature and escalate to the appropriate team for
resolution.
● Daily use of the following tools to extract and manipulate data from customer databases: Microsoft SQL
Server Management Studio, TOAD Server, and MySQL
● Ensuring timely incident resolutions in accordance to provided SLA time frame
● Maintain great client communication and satisfaction
● Open collaboration under Scrum guided projects, strong understanding of Agile
Client Success Manager (Contract)
ADP- (35-40 hrs/week)
Oct 2020 - Mar 2021 (6 months)
● Provide express support and respond to inquiries regarding ADP products via phone and email
● Payroll-centered maintenance for several small businesses (50-150): between 1-150 employees
● Prepared different tax documents for small business such as 941, 940
● Determining the correct tax jurisdictions for small businesses and individual employees
● Use Interpersonal skills in product knowledge to communicate with customers, resolve issues, and assist
and use of ADP products and systems
● Follow up and follow throughout new projects, request, and cases
● Ask relevant questions to find the root cause of problem, generate solutions, decide on a course of action,
and be accountable for her actions and decisions
Technical Proctor (Contract)
The Robert Joseph Group – (30
hours/week)
Jul 2020 - Oct 2020 (4 months)
● Help students with connectivity and login issues to school website
● Provides assistance with technical-connectivity issues on site
● Checks for dangerous conditions and notify supervisor in difficult situations
● Assist in administration of test instructions for candidates
● Assure students pay attention while class is in session
● Provide tutor services related to technical or mathematical topics
Dispute Analyst III
Portfolio Recovery Associates, LLC- (40 hrs/week)
Feb 2018 - Jul 2020 (2 years 6 months)
● Oversee the daily performance of a team of 14-20 employees
● Answer user inquiries regarding credit bureau related questions
● Confer with staff, users, and management to establish requirements for new systems or modifications to
protocols
● Auditing inbound/outbound calls for quality assurance
● Coaching employees to optimize auditing results and customer satisfaction
● Assisting customers via the phone, with Federal Disputes in compliance with FDCPA regulations.
● Modify and update accounts with proprietary software
● Corresponding with customers via inbound calls and assisting them with Federal regulated disputes
Sales Manager
Cricket Wireless- (40-60 hrs/week)
Mar 2016 - Feb 2018 (2 years)
● Finding and sourcing new employees for customer representatives/sales employees
● Coaching employees to have successful customer interactions and how to maximize sales
● Source and recruit candidates by using databases, social media etc
● Screen candidates resumes and job applications
● Conduct interviews using various reliable recruiting and selection tools/methods to filter candidates
within schedule
● Assess applicants’ relevant knowledge, skills, soft skills, experience and aptitudes
● Onboard new employees in order to become fully integrated
● Monitor and apply HR recruiting best practices
● Coaching new hires and training them to successfully reach KPI’s and sales goals
Education
Old Dominion University
Bachelor of Science - BS, Cybersecurity I.D.S.
