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Customer Service Software

Location:
Laveen, Arizona, 85339, United States
Posted:
May 24, 2010

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Summary of Qualifications

Solutions-focused; team oriented with 10 years of broad-based experience

and hands-on skills in the successful implementation of highly effective

help desk operations and the cost-effective management of innovative

customer and technical support strategies, with an emphasis in Human

Resource Management Systems. Proven ability to successfully analyze an

organization's critical support requirements, identify deficiencies and

potential opportunities and develop innovative solutions for increasing

reliability and improving productivity. A broad understanding of computer

hardware and software including: installation, configuration,

troubleshooting and support. Leveraging technology for solutions by

analyzing business processes including application design, development and

implementation through excellent written and verbal communication skills.

Technical Capsule

PeopleSoft People Tools I/II 8.44 Microsoft Office Pro

PeopleSoft Security 8.44 Administration Quest Studio Application 7.0

PeopleSoft HRMS Systems VB 6.0, HTML

PeopleSoft ELM 9.0 Case Wise Corporate Modeler

People Tools I & II Taleo Version 9.0 HRIS Application

Hp Open View Service Desk 4.5 Client Lawson Insight II

Education & Credentials

Remington College AAS - CIS (Deans Honors), Tempe, AZ

AAS-Computer Info Sys

Glendale Community College - Business Technology, Glendale, AZ

General Studies

Experience

HRIS- ANALYST/ASSOCIATE

APS, Phoenix, AZ

April/09-Current

Participates in the definition, development, and implementation of HR

technology solutions for proposed and ongoing systems. Provides

administrative support and customer service to the Sr. Vice President,

Payroll, Benefits, Accounting and HR department as needed.

. Perform technical analysis of software problems and the resources needed

to resolve them

. Perform coding, testing and documentation duties to implement

modifications and repairs to existing production software.

. Documents and analyzes business rules and processes.

. Generation of company reports and summaries for HR clients and leadership

. Work in parallel with Information Services in analysis of new technology

and system integration's to meet business needs and/or streamline process

. Creation and maintenance of moderate to complex data storage and user

interface tools

Performs technical analysis of software problems and the resources

needed to resolve them.

. Prepare of EEO reporting, selected projects related to system changes,

upgrades, or conversions.

. Provides end-user training and creation of training materials

associated with various software.

. Provides administrative support to the Sr. Vice President, HR and HR

department as needed.

BUSINESS TECHNOLOGY ANALYST I

APS, Phoenix, AZ

October/04 -January/09

Perform system support and maintenance in alignment of assuredness of HR

System reliability. Provide consultation, development, analysis, and

administration to broad range of customers.

. Provide web design and maintenance of existing intranet sites to meet

client expectations

. Serve as HR PeopleSoft Security expert and administrator

. Provide systems support, planning, and maintenance of Health Services

applications and databases

. Analyze business scope in development of HR queries and reports in

PeopleSoft

. Utilization of data integrity principles in creation of system auditing

tools to maintain accountability

. Generation of company reports and summaries for HR clients and leadership

. Work in parallel with Information Services in analysis of new technology

and system integration's to meet business needs and/or streamline process

. Serve on project team as a vital asset in PeopleSoft reporting and

development in conjunction with implementation of Enterprise Learning

ERP module

Center for Process Excellence (Intern)

APS, Phoenix, AZ October/04

- April/05

Meet with leaders and subject experts to map and analysis processes for

system implementation and application design throughout organization.

. Analyze and convert existing Visio map information into Case Wise

Corporate Modeler format.

. Utilize Excel spreadsheet, Microsoft Word, and Corporate Modeler in

preparing specific reports

. Analyze and transform process oriented information for entry into Case

Corporate Modeler

. Analyze process information for model creation

. Create process models and follow modeling standards

. Scribe for processes in modeling sessions

. Create reports by specification

. Perform logistics tasks

Help Desk/IT Campus Support Assistant Phoenix Union High

School District, Phoenix AZ

May/00 - October/04

Work in conjunction with Campus Lab Technician to provide software support,

including software and hardware upgrades.

. Download programs from master to remote systems.

. Perform routine maintenance of LAN and WAN networking system.

. Troubleshoot, identify, and repair basic network hardware and software

problems.

. Configure and install various software products and peripheral hardware

related to LAN and WAN

. Utilize Microsoft office software in a Novell environment for clerical,

scheduling, report writing, investigations and other duties as assigned

5734 W Ardmore. ( Phoenix, AZ 85339 ( 602-***-**** (

*************@*****.***

D

ante ******



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