Tier 2 Escalation Support

Kevin Pedersen

ac1s61@r.postjobfree.com • 206-***-****

PROFESSIONAL EXPERIENCE

Client Technical Analyst III - Escalation Technical Support 4/2016 - Present Client Technical Analyst II - Escalation Technical Support 8/2013 - 4/2016 CDK Global (Formerly ADP Dealer Services/Cobalt)

x Cross functional resource for internal and external customer escalations for CDK’s digital marketing CMS websites platform, which spans eight major automotive OEMs and five countries and consists of over 10,000 automotive dealership websites. x Escalation resource for 70 person Tier I support organization distributed between two contact centers. Handling technical escalations regarding client websites, inventory data integration, and domain and email products.

x Vendor escalation for over 500 automotive inventory aggregation providers. x Manage high volume telephone and CRM ticket queues with a high degree of efficiency. x Consistently meeting Service Level Agreements for internal and external customers. x SME and UAT tester for monthly General Motors promotions. Order Specialist II, Tier I Oracle Support, Oracle Product Management 3/2008-8/2013 CDK Global (Formerly ADP Dealer Services/Cobalt)

x Review all incoming contracts and orders to ensure compliance with our contract and ordering process and guidelines, manage and track any exceptions, and verify billing accuracy. x Performed monthly departmental audits to check for adherence to Sarbanes Oxley (SOX) guidelines and reporting results and analysis to senior management. x Performed required Oracle support activities to ensure timely customer updates, order error processing, and support requests.

x Performed Oracle Product Inventory Management support. Responsibilities include consulting with internal clientele to produce desired outcome, auditing incoming product request forms, setting up bundle components, requesting tax rulings, creation and updates of Items, Bill of Materials, Price Lists, Promotion Codes, fulfillment of data requests, pricing, and requesting catalog codes. Information Security Analyst 2005-2007

Washington Mutual

x Responsible for establishing, maintaining, revoking, and reviewing access accounts and rights to corporate and departmental systems on Washington Mutual servers running on platforms including but not limited to: Active Directory, Oracle, OS/2, mainframe, and Novell. x Provide Tier II/III security access support for vendor and bank applications, network shares, database, and VPN.

x Maintain auditing/regulatory requirements for bank systems specified by SOX compliancy. x Create and publish standard procedure articles for end-user and technical community research. x Work with business unit managers to establish access profiles for users. x Work with technology groups to establish service accounts and security configurations for new platforms, servers, and applications.

x Generate reports and provide analysis on access rights and privileges for individuals and/or departments.

Technology Agent II 2002–2005

Washington Mutual

x Support a wide range of Washington Mutual applications including but not limited to: Host, Siebel, VPN, Pointsec, Visual Banker, etc.

x Utilize business-writing skills to effectively communicate troubleshooting steps with internal users. x Provide technical assistance to internal users, contractors, and brokers. x Maintain a deep understanding of programs and functions as well as hardware issues involving printers, PC’s, and a variety of Washington Mutual equipment. TECHNICAL SKILLS

Strong working knowledge of SQL, Oracle, Perl, data aggregation methods, Active Directory, domain management, Remote Access/VPN, Microsoft Office (Access, Excel, Outlook, Word, PowerPoint etc.), operating systems, Confluence, Salesforce, Remedy, SOX Compliancy Processes, Putty, Verint Impact 360, Linux, Firewall/Security

EDUCATION AND TRAINING

Currently Enrolled in Integrated Social Science Program at the University of Washington North Seattle College – President’s List 2014 (Cumulative GPA 3.86) Business Writing Training (2006), Situational Leadership Training (2005), Washington Mutual

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