MARLENE D. TATE

**** ****** ***** *** ** Cell: 616-***-****

Kentwood, Michigan 49508 Email: acpznv@r.postjobfree.com

PROFESSIONAL PROFILE

Information technology professional with 20 years experience in application training and end-user support. Highly

committed to identifying and assessing the needs in a business environment, and providing rapid solutions to the client.

Solid team player with leadership experience, as well as a strong individual contributor. Skilled in business research and

analysis, system documentation and maintenance, business process improvement, and project management.

PROFESSIONAL EXPERIENCE

OTTERBASE, INC., Grand Rapids, Michigan (Contracted W-2)

EDI Analyst, Middleville Tool & Die October 2013 – December 2014

Managed day to day project tasks for implementing e-commerce solutions.

Communicated directly with third party vendors and trading partner(s) throughout the implementation process.

Responsible for communicating project status updates and resolving technical or business related issues during

Implementation to ensure high customer satisfaction.

Communicated retailer electronic production and testing requirements to customers.

Worked closely with Customer Development to create the hub testing platform, and to clarify vendor inquiries on hub

EDI guidelines. Initiated changes to retailer specs that were out of synch with the production environment, and initiated

changes to the platform as encountered during the testing process.

Acted as subject matter expert for training other team members and departments.

CORETEK SERVICES, INC., Farmington Hills, Michigan (Contracted W-2)

User Acceptance Testing Coordinator, Mercy Health Saint Mary’s August 2012 – June 2013

Work closely with the client on their conversion from Windows XP to Windows 7.

Loaded various applications on test workstations and pretested them in Windows 7.

Scheduled UAT with users for over 700 applications.

Maintain the DCI database.

TEKSYSTEMS, INC., Grand Rapids, Michigan (Contracted W-2)

Technical Support Analyst, Rutherford & Associates February 2012 – August 2012

Provide technical support for all Rutherford (eoStar) software via phone and email.

Troubleshoot issues and resolve them in a timely fashion.

Escalate critical issues to appropriate individuals.

Assist customers in working with hardware issues.

Create and utilize detail analytical reports.

Assist in implementation projects.

Test Beta versions of software prior to public distribution.

OPEN SOLUTIONS INC., Glastonbury, Connecticut

Client Care Support Analyst, Digital Document Systems (DDS) Client Care November 2008 – October 2011

Resolved technical issues for clients who use the DDS software. These clients are system administrators who provide

critical services to systems users within a financial institution.

Troubleshoot and provided performance tuning of the DDS products.

Provided superior client support through excellent communications, responsive follow through, and advocacy for client

issues within internal departments.

Worked closely with internal departments to resolve client issues.

Prioritized issues based on severity and managed the resolution of the issues within established expectations – this

includes ownership of data entered into the tracking system and providing timely updates to clients.

Performed DDS system upgrades.

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HARRIS CORPORATION, Grand Rapids, Michigan

Technical Support Engineer II, Broadcast Communications Division April 2004 – June 2008

Managed the daily operations of the Spotdata Electronic Invoice (EDI) processing system and provide technical

support for 1500 broadcast stations and 500 advertising agencies. Average monthly invoice count is more than

100,000.

Streamlined the daily operations of Spotdata so that the service could be supported remotely and in a “paperless”

environment.

Performed the corporate quarterly billing for 2,000 clients.

Provided sales support, new client setup and training to agencies and broadcast stations on an average of 20 per

month.

March 2002 – March 2004

TEMPORARY WORK ASSIGNMENTS

CU*ANSWERS, Grand Rapids, Michigan

Client Service Representative

Provided technical support for credit unions that used CU*Answers data processing

software.

ALTICOR, Ada, Michigan

Order Entry Specialist

Provided excellent customer service for distributors. Assisted clients with placing their orders as well as giving

alternative solutions for back order and out of stock items.

OTTERBASE TECHNICAL SERVICES, INC., Grand Rapids, Michigan

Business Analyst

Assessed and documented the functionality of 4 business applications.

Defined business requirements and functional specifications for the applications being converted from Lotus

Notes to Microsoft C-sharp.

Developed functional test plans

Provided user acceptance testing of business application development.

FIFTH THIRD BANK, Grand Rapids, Michigan

Business Systems Analyst II, Corporate Information Technology May 2000 – October 2001

Conducted ongoing user training and support for two consumer loan software systems.

Worked closely with the business unit to find the right solutions to business problems.

Provided quality assurance testing of results from programming changes.

Communicated relevant system changes to the client and made recommendations to promote operational profitability.

Coordinated the Department of Justice branch sale project for consumer loans.

NATIONAL CITY CORPORATION, Kalamazoo, Michigan

Business Systems Analyst Senior, Project Services October 1998 – April 2000

Assessed the size and complexity of the year 2000 PC readiness challenge.

Set priorities and developed contingency plans for remediation, testing, and implementation phases.

Interacted with software vendors to determine when new code or software versions would be available.

Wrote test scripts, provided unit, system and integrated testing.

Business Analyst Senior, Mortgage Company May 1996 – September 1998

Conducted complex quality assurance testing of results from programming changes.

Resolved trouble logs for questions and problems reported to the mortgage loan help desk.

Worked with business unit representatives to translate business requirements into project goals and system

specifications. Provided daily system maintenance for various consumer loan and mortgage application systems.

Served on the project team to install a new release of ACAPS for consumer loans.

Migrated three system-training manuals to the Preference/Phoenix system, allowing users to view training

documentation online, and minimizing the need for paper copy.

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Business Analyst Senior, Retail Application Development March 1992 – April 1996

Designed a new data entry screen for the automated credit application processing system, streamlining indirect loan

processing.

Developed business designs, requirements definitions, and gross sizing for 2 minor business application systems.

Worked directly with the business unit to find the right solutions to business problems.

Identified training needs and created training materials used for application training.

Provided user training and support for consumer lending application systems including

ACAPS. IL5500, and GRS.

COMPUTER/TECHNOLOGY

Microsoft Office Products (Word, Excel, Access, PowerPoint, Outlook)

W indows XP, Vista, W indows 7

Global Shop Solutions EDI

DataTrans WebEDI

MS Internet Explorer, Google Chrome, Mozilla Firefox, Google Apps, Groupwise, Lawson, Peoplesoft

Introduction to HTML, Basic SQL, EDI, EI Maintenance

Knowledge of various issue tracking systems, NETMAN, Compass. Verisign digital certificates

EDUCATION/TRAINING

Western Michigan University, Kalamazoo, Michigan (1986-1991, 1995-1997)

Train the Trainer Seminar

Assertive Communication and Effective Presentation

Corporate Communication in the Workplace

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