Software Implementation/Support Analyst

Highly accomplished, results-driven, seasoned professional with in-depth

experience in Software Implementation; equipped with proven ability to lead

various teams through design and development; adept at conducting user

trainings; able to resolve client issues leading to more efficient business

solutions; possesses excellent presentation, business development and

communication skills; has broad knowledge in Microsoft SQL and Excel.

Key Strengths

Software Implementation Training and Mentoring

Software and Hardware Client Support Time & Attendance/HR/Payroll

Excellent organizational skills MS Excel Expert

Professional Work History

Easychoice time & Attendance . Louisville, KY

2010-2013

Software implementation/trainer/Support

analyst

. Responsible for basic to complex Time and Labor software and hardware

implementation.

. Performed analysis of existing client databases and took the

appropriate course of action as needed to address issues or problems

identified after implementation during Quality Control or due to

client customization changes.

. Independently managed multiple priorities, customer meetings, follow-

up with clients and internal/external support while maintaining a high-

level of service and customer friendly manner.

. Attended client and internal meetings to provide mentoring to new

staff to facilitate a faster integration into the department.

. Provided recommendations and consultations to management on areas for

departmental or implementation process improvements based on utilizing

software and real world experience working with the client base, while

providing action plans to resolve customer implementation issues.

Accucode Incorporated . Louisville, KY

2008-2010

Lead Technical Engineer

. Managed team of 13 technicians involving the testing, imaging and

quality control of Symbol, LXE and Intermec handheld and mobile

computers.

. Created and maintained documentation for all testing and imaging

procedures.

. Provided training and HR support for all Louisville location

employees.

. Created Microsoft Excel macros and other scripts for automation of

testing/imaging procedures, as well as automated spreadsheets for

daily activities such as time and attendance and call logging.

. Responsible for purchasing, installation and maintenance of server

room equipment, technician stations and internal VOIP phone system.

Ceridian Corporation . Louisville, KY

1999-2008

Senior Product/ Hardware Implementation

Analyst

. Spearheaded all implementations, upgrades, sales and escalations

related to communication devices.

. Coordinated with the Escalation, Development and QA lead as well as

clients to guarantee that all software patches are operational in both

the Promo and Production environments.

. Directed and participated in client conference sessions; interfaced

with clients at user group conferences and training sessions.

. Performed weekly calls with the data collection device manufacturers

to report software interface issues and hardware problems.

. Subject Matter Expert to the development of online software training

designed to provide support analysts with troubleshooting techniques

involved in Data Collection Terminals and the Communication Software

Package.

. Promoted positive working relationships between Senior Analysts and

the Development Group.

. Provided in-depth clock/hardware troubleshooting for clients on site

and in call centers.

. Rendered in-house support for Account Executives and Product Support

Analysts.

. Monitored all polling servers and corrected issues when needed.

. Generated scripts to draw information used in monitoring live database

servers.

. Utilized scripts to verify upgrades and patches implemented by Hosted

Services.

Creative Computing Incorporated . Clarkson, KY

1995-1999

Senior Support Technician

. Repaired PC systems and diagnosed client hardware and connection

issues at a custom computer/ISP store.

. Rendered telephone technical support for over 1000 users.

. Conducted Microsoft Application/Internet training classes.

United States Army . Fort Devens, MA; Wiesbaden, GE

1992-1995

Electronic Aviation Technician

. Maintained electronic aviation information intercept systems on Army

Reconnaissance Aircraft.

. Performed troubleshooting and maintenance of information gathering

systems.

Certifications

Information Systems Analyst Certification . U.S. Military

Intelligence School . Fort Devens, MA . 1993

A+ Certification . CompTIA . Louisville, KY . 1998

Epson POS Certification . Epson Incorporated, Indianapolis, IN . 2010

LXE Hardware Technician . LXE Incorporated, Norcross, GA . 2010

Mid-Continent University . Mayfield, KY - currently enrolled - Associate of

Business degree program

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