Software Implementation and Training

Judy Leuenberger

***** ******* ***, ** ***** . 512-***-**** . ************@*****.***

EXPERIENCE

XcelHR - Systems Implementation and Training Specialist

Rockville, MD 2013 - 2014

. Project managed multiple third party web-based software as service

applications by providing implementation, training and client

relationship services to create and maintain client attraction and

retention.

. Served as the technical escalation point of contact to manage

sensitive client relationships to resolve product/business issues and

provide product and best practice training on web-based applications

. Coordinated meetings with resolved marketing issues by coordinating

with internal team to drive client and business issues to resolution.

. Created user guides, video tutorials standard operating procedures for

the roll-out of new graphical user interfaces and web conferencing

software.

. Trained Product Demonstrators on effective selling techniques and

Client Relations on effective communication with non-technical users.

First Data Corporation/FundsXpress - Product Implementation Engineer

Austin, TX, 2007 - 2009

. Increased revenue by managing the technical implementation of online

banking software from sales through go-live.

. Trained new-hires on software implementation new processes.

. Trained client end-users on new software, processes and best

practices.

. Coordinated in-house and client resources for requirements gathering,

system configuration and testing to meet business specifications.

. Led the migration of internal product from previous system to XML/.NET

interface.

. Analyzed, converted and tested data files to migrate from previous

vendors' systems.

Hart Intercivic - Training Specialist

Austin, TX, 2006

. Managed the implementation process by gathering requirements,

installing software, acceptance testing, and configuration of deployed

devices.

. Provided on-site training to end users including applications, devices

and train the trainer.

. Coordinated between Account Managers and clients in order to generate

and distributed internal status reports post training and go-live.

Red Cheetah Software - Trainer/Implementation Manager

Austin, TX, 2005 - 2006

. Increased revenue by managing 90% of accounts post-sales through go-

live by performing requirements gathering, system integration,

configuration, deployment and training.

. Trained new hires on the implementation, configuration and deployment

of new client sites.

. Analyzed trainee comprehension, identified needs and provided follow

up solutions.

. Created training documentation for the entire system.

. Facilitated initial and weekly implementation meetings with clients to

gather requirements and data for configuration.

. Led data migration development from clients CRM to our proprietary

order processing system by analyzing requirements and generating input

file specifications.

. Acted as main point of contact for engineering documentation review

for system overhaul.

. Identified, escalated and tracked system issues for new features.

Public Power Pool, Non Profit (P3) and Association Power, LLC (AP) -

Program Assistant

Austin, TX, 2005

. Coordinated with senior staff, members and retail electric providers

to document processes and create deliverables.

. Primary liaison between Retail Electric Providers, Transmission and

Distribution Service Providers, and members.

. Responsible for updating web content management system and escalating

issues.

. Responsible for generating Ad hoc reports from customer relationship

management software.

. Participated in conference calls, staff meetings, and briefings with

General Counsel.

. Responsible for the aggregation program's databases and physical and

electronic files, including organization, maintenance, and updating

the records.

. Administered governmental and non-governmental membership agreements

and supplier contracts.

Apple Computer/Volt - Customer Relations Admin/iPod Service Admin

Austin, TX, 2003 - 2004

. Coordinated with senior staff and technical support to identify

training needs. Created and presented training materials to technical

support teams in a call center environment concerning procedures and

applications related to admin functions.

. Identified, analyzed and documented system issues with iPods and the

iPod repair process, involving feed issues, agreement, and dispatch

creation issues, to escalate for resolution.

. Primary liaison between the iPod repair facility and AppleCare contact

center for issue escalation and resolution.

. Tested beta versions of internal software applications for AppleCare

Operations.

EDUCATION

University of Iowa, Bachelor of Arts in Anthropology 2000

COMPUTER SKILLS

Mac OSX, Windows XP, MS Office and MS Project, Visio, MS Access,

Microsoft Dynamics SAP, People Soft, FileMaker, Web Applications, Web

Conferencing Systems, Content Management System (GoClub), Goldmine, MTA

(sales contract writer), QuickBooks. Familiar with SQL, XML, HTML and

Linux.

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