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Information Systems Technical Support

Location:
Winston-Salem, North Carolina, United States
Posted:
November 27, 2017

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Resume:

Bryan Thomas Kloha, M.S.

**** ********** ****

Clemmons, NC 27012

(336) 749–0918

Email: ac3hxh@r.postjobfree.com

SUMMARY:

I have over 15 years of experience in the IT industry working with clients ranging from small businesses to large enterprises. My work has been very diverse and has included industries ranging from soft drinks (Pepsi) to payroll (ADP). Across settings, I have often served in an implementation role between product development engineers and end users. I have thrived on facilitating integrations and implementations to help clients achieve their goals.

EDUCATION:

Master of Science, Computer Information Systems, University of Phoenix (October 2006). Graduated Summa Cum Laude (GPA: 3.75).

Bachelor of Science, Computer Information Systems, High Point University (May 2000). Graduated Magna Cum Laude (GPA: 3.70).

TECHNICAL EXPERIENCE HIGHLIGHTS:

SQL Server 2016

Visual Basic (VB.NET)

Crystal Reports

Microsoft Visio

PeopleSoft

Kronos

Raindance Web Conferencing

Windchill

Freshdesk

Panaya

EMPLOYMENT HISTORY:

Software Quality Assurance Strategist and Testing Coordinator, Ettain Group (Contracted to Hanes Brands, Inc.), 1000 East Hanes Mill Road, Winston-Salem, NC 27105 (May 2017 – present)

Design and document test plans, scenarios, scripts or procedures that encompass the business requirements specific to each application.

Identify, analyze, and document problems with program function, output, online screen, or content.

Organize and record detailed test results; generate reports.

Work with project teams through the design and test stages to ensure strict adherence to business requirements.

Log detailed and accurate defect reports and follow the defects through to resolution and closure.

Assist in the identification and design of automated processes to increase testing efficiency and reliability.

Assist and review other team members' test procedures and offshore testing execution results.

Serve as a resource to the team in the resolution of complex business or technical issues.

Work within IT to improve the quality of project documents and systems documentation.

Installation Technician, Bus Safety Solutions, Ashley Lake Drive, Lewisville, NC 27023 (March 2017 – May 2017)

Program motherboard for Extended Stop Arm

Assemble components for Extended Stop Arm

Install Extended Stop Arm on school busses in multiple states

Perform maintenance and upgrades to installed product

Senior Implementation Consultant, Apex Analytix, 1501 Highwoods Blvd., Suite 200–A, Greensboro, NC 27410 (July 2013 – November 2016).

Overall management of multiple, complex software implementation projects for the company’s duplicate invoice detection and fraud detection solutions.

Project planning, management and status reporting to clients.

Followed company implementation methodologies and best practices to ensure successful product implementation.

Presented overview of technical requirements to clients when planning implementations and upgrades.

Managed the technical environment setup for hosted clients. Provide assistance to clients when designing interfaces from their ERP systems into FirstStrike.

Served as a primary contact for our client’s IT department.

Troubleshoot network, database, and software problems for our client implementations.

Conducted technical training for designated client IT owners of the software.

Supervised support personnel.

Implementation Consultant, ADP, 10407 Centurion Pkwy N, Jacksonville, FL 32256 (November 2012 – July 2013).

Responsible for overall management of multiple, complex software implementation projects for their Vantage Time Tracking Solution.

Conducted requirement analysis with all clients and configured system to meet client needs.

Managed data conversions, validations, system QA, UAT, and Go Live testing.

Supported clients during their initial go live period following the product launch and facilitated the transition of the client relationship to the technical support team.

Implementation Consultant, SilkRoad, 102 West Third Street, Winston–Salem, NC 27101 (June 2008 – November 2012).

Responsible for overall management of multiple, complex software implementation projects.

Provided project planning, management and status reporting to clients.

Managed data conversions, validations, and system testing.

Interfaced with clients directly through scheduled status calls to advise and address client concerns.

Training and Support Coordinator, RF Micro Devices (now QorVo following merger), 7628 Thorndike Road, Greensboro, NC 27409 (February 2007 – May 2008).

Provided global user support for the company’s Windchill software package.

Created and implemented training programs for all organization levels in one on one, classroom, and web settings.

Developed and maintained Engineering Process Services Intranet site using HTML, DHTML, CSS, and JavaScript.

Analyzed and documented user requirements for issue resolution and system updates.

Created project scope documentation, process and workflow diagrams (Visio), and testing.

Process Analyst/Advocate, Pepsi Bottling Group, 1100 Reynolds Blvd, Winston–Salem, NC 27105 (September 2005 – February 2007).

Facilitated process changes through communication and relationship building with external and internal business partners.

Ensured Employee Service Center and field process compliance by guaranteeing that partnership agreements and service level agreements were met.

Led and supported internal projects integrating process, technology and analysis.

Trained employees and field staff across the country via web–conferencing and by in–person training classes.

Won two teamwork awards for my contributions in rollout of our new Kronos training and various projects.

Business Analyst, Pepsi Bottling Group, 1100 Reynolds Blvd, Winston–Salem, NC (August 2000 – September 2005).

Handled database administration for tables, users, roles, backups and data integrity and security.

Created queries, views, stored procedures, user defined functions, cursors, triggers and DTS packages.

Wrote advanced Crystal Reports with parameters, formulas, conditional formatting, sub–reports and drill–downs.

Handled work flow automation and project management.

Won an Entrepreneurial Service Award and five teamwork awards.

Food Service Director, Aramark Business Services, 500 West Fifth St.,

Winston–Salem, NC 27101 (January 1997 – July 2000).

Responsible for all managerial aspects of company employee cafeteria, including employee scheduling, production schedules, ordering, employee training, menu planning and supervision of sanitation adherence and quality control.

Worked directly with corporate client to ensure customer satisfaction and budgetary obligations.

Manager, Carvers Creek Restaurant (now closed), 480 Hanes Mall Blvd., Winston–Salem, NC 27103 (April 1995 – January 1997).

Managed all back-office operations, including employee development through continuous training and testing programs, and maintaining the highest standards in food quality, cleanliness and guest satisfaction.

Monitored daily and weekly ordering and preparation levels to control costs.

REFERENCES

1. Paul Blaser

336-***-****

2. Jacqueline Jones

336-***-****

3. David Banks

336-***-****



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