Technical Support Customer Service

Melissa S. Birkhimer

Fuquay-Varina, North Carolina 27526

LinkedIn.com/in/melissa-birkhimer-0633747 • 919-***-**** • *******.*********@*****.*** Software Administrator

Building technical solutions to support product lifecycle management. Accomplished software administrator with 15+ years' experience improving efficiencies and workflow on a global basis. Skilled in software installation, support, and customization. Excellent communication skills result in quality customer service interactions. Time and project management skills lead to projects that are on-time and in budget. Teamcenter Enterprise & Engineering • Product Lifecycle Management Global Workflow Optimization • User Acceptance Testing • Customer Satisfaction TECHNICAL PROFICIENCIES

PROFESSIONAL EXPERIENCE

Teamcenter Enterprise, Product Lifecycle Management, Technical Support Gather requirements and application customization needs utilizing proprietary MoDel code. Manage customization installations to improve functionality. Efficiently manage version upgrades including testing, validation plans, and user acceptance testing. Resolve issues with basic Oracle monitoring. Create and administer a global business workflow.

Key Achievements:

Application administrator for an application serving approximately 1,000 global users.

Effectively led team members through 2 successful upgrades of Teamcenter Enterprise including user training.

Teamcenter Enterprise, Technical Support

Provided technical support and Teamcenter Enterprise service for clients including Caterpillar, Inc. Conducted on- site installations and installed application patches. Directed testing, analyzed solution options, and made recommendations for optimal performance.

Key Achievements:

Recognized for strong customer support skills and sense of urgency to resolve issues.

Demonstrated exceptional teamwork skills working Caterpillar Information Systems staff. Additional experience as PDM Technical Support Engineer at Structural Dynamics Research Corporation. EDUCATION & CREDENTIALS

Bachelor of Science, Computer Engineering

University of Cincinnati, Cincinnati, OH

Platforms Windows, Unix

Software Teamcenter Enterprise, Teamcenter Engineering, Oracle, SQL Server, Tableau Programming HTML, C++, C

Senior IT Analyst (November 2004 - Present) Caterpillar, Inc, Cary, North Carolina Consultant (December 2001 - October 2004) Modis, Inc, Cary, North Carolina Melissa S. Birkhimer

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Technical Training

Teamcenter Enterprise Administration and Customization Teamcenter Engineering Administration

Scrum Fundamentals Certified (SFCTM)

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