Customer Service Support

Core Strengths:

. Over **+ years of customer service experience and over 8

years of EDI experience

. Inovis Trusted Link Enterprise 5.2 - 6.1

. Inovis Trusted Link Enterprise Mapping Workbench 5.2 - 6.1

. Inovis BizManager

. Inovis Catalyst mapper

. ANSI x12 EDI document standards, including the 856 (ASN),

850 (Purchase Order), 810 (Invoice)

. Familiar with both Oracle and SAP flat files

Professional Experience:

09/10 - 01/11 Deckers Outdoor (through Staff IT) - Camarillo, CA

EDI Consultant

. Checked for failed operations in BizLink to find failed

documents and made necessary corrections to get the data to

process if possible.

. Monitored e-mails to make sure that the overnight EDI

processing completed without any problems.

. Added mapping in Inovis Catalyst Mapper for new trading

partners and tested the maps with data files to confirm

correct mapping.

. Setup new EDI trading partners in BizLink and added the

corresponding document processing profiles.

. Responded to e-mails from the customer service managers and

trading partners regarding issues with EDI files and made

corrections where necessary

. Tracked inbound and outbound data files to confirm receipt

when necessary

. Assisted with updating the Catalogue application with

updated product information when required

10/04 - 7/10 Inovis Inc. - Alpharetta, GA

Tech Support Spec III- Managed Services

. Helped establish the Second level Managed Services help

desk team

. Provided both first and second-level support to our 100+

Managed Services customers for all their hosted EDI issues

. Troubleshot EDI translation issues for our translation

environments in Trusted Link Enterprise and BizManager

. Resolved customer requests submitted via e-mail and

telephone

. Troubleshot system generated errors due to data content or

data mapping problems within translations to determine the

root cause of the error and provided steps how our customer

can fix the data to get it to translate properly

. Helped create new documentation and revise old procedures

to assist the support team

. Provided training on new environments and customers who had

nonstandard setups and required specialized support

. Often provided 1-on-1 assistance for other teammates to

help bolster their EDI knowledge

04/02 - 10/04 Inovis Inc. - Alpharetta, GA

Senior Technical Consultant - Network Services

. Helped create a second-level network support team with

several colleagues

. Troubleshot customer connection issues to determine root

cause

. Traced EDI documents across multiple platforms to resolve

data issues

. Troubleshot problems on various systems including UNIX and

Tandem machines

. Provided assistance to customers wishing to migrate from

their existing network to ours

. Created new documentation and revise old procedures for

customer support team

12/00 - 04/02 Inovis Inc. - Alpharetta, GA

Network Analyst - Network Implementations

. Implemented network setups for new customers both large and

small to trade EDI documents on the VAN, i.e. async/bisync

dialup connections, ftp, and direct connection utilizing

our software packages

. Provided second level support for the network support team

for customers having difficulty connecting to the VAN to

send/receive their data

. Assisted with correcting existing setups to resolve

communication problems.

12/99 - 12/00 Harbinger Corporation (now Inovis) Atlanta, GA

Helpdesk Analyst

. Provided first-level technical assistance over the phone to

local and remote users, including executives and their

assistants

. Assisted in providing desktop support when the desktop

support team were busy

. Supported desktops and laptops running Windows 2000,

Windows 95 and Windows NT, Microsoft Office 97/2000 suite,

and printers including local and networked

. Managed setting up new employees with network logins and

Microsoft Exchange accounts and assisted in administering

users home-drives using Quota Manager

. Set up new workstations and laptops with standardized

images using Norton Ghost

. Administered remote access accounts with the SecurID system

and handled support issues involving the CompuServe PAL

software for remote connectivity

. Provided training to end users on how to use our remote

access solution

. Assisted with keeping track of the IT inventory and orders

for new hardware

. Helped create documentation for training end users

11/98 - 12/99 STI Knowledge - Dunwoody, GA

Certified Help Desk Professional

. Provided technical assistance over the phone for multiple

clients with issues dealing with Windows NT workstations,

laptops, Microsoft Office 97 suite, and printers including

local and networked

. Provided support for issues with Lucent phones and

voicemail

. Provided support on the internal helpdesk for desktop,

server and phone issues

. Entered the ticket information into the McAfee call

tracking system

12/97 - 11/98 NCR Corporation - Norcross, GA

Lead Analyst

. Was an integral part of a support team that was created for

a large new customer

. Answered phones and entered the calls into the Remedy

tracking system

. Performed troubleshooting for issues on IBM and NCR point

of sale technology

. Dialed into stores and performed file manipulation on the

in-store computers when required

. Assisted other analysts with their troubleshooting

Certifications:

SSPA - Certified Support Professional, 2003

Helpdesk 2000 - Certified Helpdesk Professional, 1999

Education:

9/96 - 6/00 Kennesaw State University, Kennesaw, Georgia

Have not finished Information Systems program yet

9/94 - 12/95 University Of West Georgia, Carrolton, Georgia

Completed several core curriculum courses

Contact this candidate