Support Manager

Sandra Gail Kaiser

***** ******** ****, *****, ** 38004 Phone: 901-***-**** ****************@*******.***

Summary

Seeking a full- time position with a reputable company that offers opportunities to learn and enhance my knowledge while contributing to the organization.

Experience

Current: Senior Customer Support Analyst with Land O’ Lakes, Inc. (12 years)

First contact support for business related issues and problem solving with ERP systems and basic computer support.

Responsibilities: Field calls for the Customer Support Center for the Ag2Ag queue, Business Application Support queue, CSC queue, CSC Mexico queue, and the Password reset queue. Initiate incident ticket or request for caller. Troubleshoot for first call resolution. Enter troubleshooting steps taken during call in the incident ticket for proper escalation to level two support teams if not resolved during initial call.

Typical calls would include performing the following: Grant administration privileges, push software to user’s pc, grant admin rights for user for approved equipment or software installation, run support administrative tasks for gp update on pc for known issues, assist customers with accessing and registration for business portals, multiple application tasks as clearing grid override, unlocking buyer templates, clearing record locks, branch plant updates. In addition to the call queues, updating templates, creating templates in ITSM, writing or revising knowledge articles.

Previous: Supply and Operations Manager with a division of Land O’ Lakes, Inc. (13 years)

Managed the supply group responsible for procurement for retail agricultural division.

Responsibilities: Rebate tracking and distribution, program incentives disbursement, purchasing, forecasting, inventory reconciliation for vendor owned products. Managed supply coordinators for making stock purchases for warehouses and monitor distribution and logistics of inventory. Meet with suppliers and work towards achieving program goals for maximum profitability for products. This position and department were relocated from the Memphis, TN office to the corporate office in Minnesota. I chose not to relocate and was severed from the company until I was rehired as a contractor the JDE application support for the agricultural division. I was rehired and included my years of service.

Previous: Accounting Analyst with a division of Land O’ Lakes, Inc. (6 years)

Journal entry for financial reconciliation, balance accounts for month end closing, reconciliation of physical inventory taken at retail facilities, fixed asset movement tracking and depreciation, budget and general ledger maintenance, and inventory adjustments.

Education: High School Graduate – Jonesboro High School

Attended Arkansas State University for one year, no degree earned.

My current employer is outsourcing jobs to an offshore company, mine included. I am looking for employment opportunities and hope that you find my qualifications are a good fit for your company.

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