Alexandra Freire

Experience

• 

  Altice Portugal

  Feb 2006 - Sept 2012

  Application Support Analyst

  - Provided tier 2 technical support for Siebel CRM and other in-house company applications.Managed application user provisioning and security models.- Performed root cause analysis on complex application issues. Liaised with the development team to deploy fixes where applicable.- Collaborated with key business stakeholders to transform enhancement requests into functional requirements.- Contributed to the development and maintenance of the systems' functional documentation and user-facing knowledge bases.Software: Siebel CRM, SAP, Citrix, Toad for Oracle, VMware, Microsoft Office Show less

• 

  Voxpro

  Oct 2012 - May 2013

  Technical support Google Apps for Business

  - Provided outstanding technical support to clients for Google Apps for Business applications.- Performed root cause analysis on complex application issues and escalated them to other functional areas and development teams where applicable.- Contributed to the creation and maintenance of user-facing knowledge bases.Software: Google Apps for Business, Google Analytics, Salesforce CRM

• 

  Xilinx

  Jun 2013 - Feb 2022

  - Manage a team of six analysts responsible for implementing and testing new business systems and changes to current systems, all while enabling effective user adoption and outstanding customer service.- Monitor SLAs (Service Level Agreements) and end-user satisfaction metrics.- Identify gaps in the customer support process and amend them accordingly. Monitor SOX compliance.- Report on case workload and identify trends resulting from incident analysis.- Implement automated solutions using RPA to maximize team productivity and improve end-user support.- Perform root cause analysis on complex system problems and collaborate with the development team to plan fixes.- Responsible for project management and end-to-end deployment of new CRM system solutions using a hybrid Agile methodology and for the timely delivery of high-quality technical solutions that drive key business strategies. A big achievement was the implementation of Salesforce CRM in June 2020. - Participate in change management and training activities to ensure users effectively adopt new features.- Product Owner for Siebel CPQ CRM and Salesforce Partner Portal - Facilitate meetings with appropriate stakeholders and subject-matter experts (SMEs) to identify, document, and secure approval of functional and technical requirements for Salesforce and Siebel CRM enhancements. - Create users’ stories based on information retrieved from the requirements gathering process and prioritize the backlog with the development team based on the story’s ranking and release availability.- Manage Release deployments of new product changes: planning, creation of test plans, testing, and communication.Software: Siebel CRM, Salesforce CRM, ALM, HP Quality Center, Toad for Oracle, Microsft Office, MS Visio, ServiceNow, Smartsheet Show less - Worked with appropriate stakeholders and subject-matter experts to identify, document, and secure approval of functional and technical requirements for new systems implementations and enhancement requests. - Successfully gathered and documented the project's business requirements for stakeholder approval and distribution to the technical teams, including creating current and future state diagrams to better represent the impact on systems and business processes.- Participated in change management and training efforts to ensure that newly implemented features were properly adopted by the system's users.- Collaborated with business stakeholders, subject matter experts, project, and technical teams to identify and resolve systems and process issues.- Analyzed processes to improve best systems practices and met regularly with business stakeholders to evaluate recommendations for improvements.- Developed and executed test plans and testing activities to ensure that requirements were implemented appropriately. Cooperated with team members, the development team, and other resources to ensure that system changes were timely implemented.- Performed system testing, regression testing, validation, and quality control on projects' implementations and software releases.Software: Siebel CRM, ALM, HP Quality Center, Toad for Oracle, Microsft Office, ServiceNow Show less - Collaborated with business stakeholders and end-users to evaluate enhancement requests and project requirements. - Performed gap analysis against business and technical requirements documentation.- Provided production tier 2 technical support by monitoring, effectively troubleshooting system issues, and conducting root cause analysis. - Reviewed solution designs and system issues with the development team. - Siebel CRM CPQ application module subject matter expert.- Managed CRM application access and security models.- Contributed to the creation and maintenance of systems' functional documentation and user-facing knowledge bases.- Created test plans and test cases prior to testing execution.- Coordinated and executed manual testing for the implementation of system enhancements for monthly releases and projects' implementation.Software: Siebel CRM, ALM, HP Quality Center, Toad for Oracle, Microsft Office, ServiceNow Show less

  • Business Systems Analysis Manager

    Jan 2018 - Feb 2022

  • Senior Business Systems Analyst

    Jan 2017 - Jan 2018

  • Business Systems Analyst

    Jun 2013 - Jan 2017
• 

  AMD

  Feb 2022 - now

  Business Planning Manager