Customer Service Training

ROBERT W LIPPERT

( ***@*******.*** ( 404-***-****

IMPLEMENTATION & TRAINING SPECIALIST

Seasoned Implementation/Application Specialist skilled in ERP and in

providing sound support to previously implemented ERP applications;

participating in new ERP roll-outs, assisting process owners in the

relationship to ERP and their own business processes; able to gather and

analyze facts, conduct informational interviews, draw conclusions, develop

solutions, and change strategies and maintain good working relations with

clients and officials..

RELATED ACCOMPLISHMENTS

. Possess a strong focus on accounting, business and management

principles, including supply-chain execution and how these principles

relate to ERP.

. Proficient in Point of Sale (POS) and Automated Clearing House (ACH)

operations for the use in various retail applications.

. Proven ability in effective verbal and written communications to all

levels. Providing effective communication of ideas through training of

both technical and process content in an informative manner.

. Experienced Trainer capable of developing training programs increasing

job knowledge, skills development, and managerial/leadership

development.

. Effective in analyzing user needs in the development and design of

educational materials and curriculums

. Skilled in order/supplier management and product data modules within

ERP applications. Able to advise in development of change strategy

plan, assist in the execution and monitoring of change processes

. Proven abilities in the creation of software/application testing

criteria, policy evaluation and procedure alignment

. Proficient in database interface, able to create queries, reports, and

forms. Knowledge of processes necessary to implement records

management program for filing, protection, and retrieval of records.

SOFTWARE PROFICIENCIES

Microsoft Office, Office XP, Word, Excel, PowerPoint, Access, Project,

Visio, IE, and Outlook

PROFESSIONAL EXPERIENCE

INDEPENDENT CONSULTANT 2009 -

Present

ERP Functional Consultant

Assist users to diagnose and solve data communication problems.

. Interviewed personnel and conducted on-site observations to ascertain

unit functions, work performed, and methods, equipment, and personnel

used for the purpose of recommending and advising in ERP solutions

. Advised and established credibility to clientele in defining product

and service expectations. Gathered and organized information on

problems or procedures and analyzed data gathered to develop solutions

or alternative methods for processes. Conferred with appropriate

personnel to ensure successful functioning of newly implemented Lawson

M3 systems or to document findings of study and prepare

recommendations for implementing Lawson M3.

. Reviewed forms and reports and conferred with management and users

about format, distribution, and purpose, and to identify problems and

improvements.

. Prepared manuals to educate managers and potential users in the use of

new forms, reports, procedures or equipment, according to

organizational policy.

OLDCASTLE ARCHITECTURAL PRODUCTS GROUP, Atlanta, GA 2008-2009

Lawson M3/Movex Senior ERP Implementation Specialist

* Implemented, tested, and instructed others in the use of Lawson M3

specializing in the Financial, Sales & Distribution, Cash Order

Management, Procurement, Manufacturing modules. Interacted with

technical support and development teams as a functional consultant to

test and verify proper operation by comparing LBI reports to the

system tables to ensure accuracy.

* Analytically tested M3 modules to ensure data integrity, set-up cash

desk functions and taught Point of Sale (POS) for retail operations.

Worked with Lawson M3's Learning Accelerator training modules and

wrote various technical documents. Tracked the training status of

personnel using Learning Manager. Provided telephone support while in

between implementations to provide a helpdesk-like environment.

* Constantly managed and evaluated priorities to ensure the meeting of

training goals and deadlines while travelling up to 95%, while

adapting to constant changes in the work environment and product

modifications.

* Provided analytical testing of accounting functionality; entered data

into M3's accounting modules (APS100, GLS100, ARS200, etc.) to verify

proper process flow check for errors in the module operation and to

ensure data integrity with final system calculations. Resolved issues

that potentially affected service delivery timelines and ensured

quality delivery practices.

SOUTHEASTERN DATA COOPERATIVE, Tucker, GA 2007-2008

ERP Field Implementation Specialist/Trainer

* Trained clients in a proprietary ERP accounting and billing solution

(named Utility Power Net) for Electric Membership Cooperatives (EMC's)

through effective personal and project management. Used SQL to

manipulate data and run reports to control accounting and statistical

data. Set up Cash Desk Operations to support Point of Sale (POS) and

Automated Clearing House (ACH) transactions.

* Created web-based training curriculum for the implementation and

support teams to provide quick and easy access to documentation as the

entire team constantly worked under pressure and rolled-out multiple

implementations.

* Collaborated in multiple implementations and solutions to mid-market

companies involving installation of HP 9000 systems and provided

analytical testing.

* Resolved issues that potentially affected service delivery timelines

and ensured quality delivery practices.

* Developed many user guides and technical manuals while still meeting

personal and work deadlines

* Processed weekly expense reports, while traveling nationally 75 to 80%

BANK OF AMERICA, Tucker, GA 2005-2007

Implementation Specialist / Team Leader Trainer

* Served as liaison between the company and the customer to assist and

train tellers on using financial software.

* Exhibited efficient training and customer service skills, while

prioritizing multiple projects and leading fast-paced implementations

in an organized fashion.

* Successfully completed efficient data conversions to Proprietary ERP

application while providing effective customer training and problem-

solving skills.

* Developed written specifications, installed software applications,

converted financial data, and trained customers in accounting software

applications.

PRIVATE CONTRACTOR-AUDITING/ACCOUNTING, Lilburn, GA 2002-2005

Auditing / Accounting Assistant

. Assisted a CPA in auditing public housing authority property by

interviewing potential candidates, reviewing public property, and

completing Section 8 audit reports.

. Examined balance sheets, income statement, retained earnings and cash

flows statements for errors. Advised CPA of discrepancies in the data.

. Created multimedia projects using professional audio and video

software to create interactive CD's for business promotions and

computer-based training..

. Duplicated high volumes of silk-screen printed CD's while meeting

customer deliverables. Created television commercials for local

stations using Matrox Technology and a variety of DVD recording

applications and media.

TYCO ELECTRONICS POWER SYSTEMS, Kennesaw, GA 1998-2002

Technical Support Manager

. Interacted with all levels of internal technical and sales team

support for a major engineering center by troubleshooting and advising

in areas of upgrades.

. Worked with CISCO routers, Telephone/Avaya Audix/Conversant

Administration.

. Created various scripts for downloading corporate software images to

notebook PCs for engineering support providing application information

and industry standards.

EDUCATION

Art Institute of Atlanta

3D Modeling, Animation, and Effects

Bob Jones University

Broadcast Engineering

Dekalb Community College

Business Management Curriculum

ADDITIONAL INFORMATION

. 5 Years strong experience in ERP applications

. 8 years working with MS Excel, MS Word, and MS Access

. 5 Years experience working with Data Files

. 4 Years of Banking/Accounting Industry experience (Implementation and

Training)

. 1 Year experience working with SQL, and UNIX

Contact this candidate