Stephanie Sims

**** ******* *** ****** ****, MO *4132 816-***-****

ad0uus@r.postjobfree.com

Energetic, technical-minded professional seeking a position where I can use my customer service experience, knowledge of software, high technical aptitude, and unyielding commitment to work effectively to contribute to the success and profitable operation of the company.

07/2020-Current

Application Analyst, PSI

•Provide technical guidance for evaluation of software application.

•Support application programming, computer operations and data communications associates.

•Create functional design document and other relevant documents for end users.

•Provide training assistance for users, applications programming team and other staff.

•Analyze and review enhancements for compatibility, adhere to operating guidelines and perform integration testing.

•Analyze system capacity and modify procedures to solve interface problems.

•Provide technical expertise and assistance in designing, testing and developing applications.

•Prepare and present status reports, ad hoc reports, records and training material to customers and staff.

•Collaborate with QA team to create test plans, analyze test cases, identify issues and escalate them to appropriate teams.

•Monitor application for compliance to IT standards and policies.

•Manage allocation and implementation of tasks and aid with project plan development.

•Organize and conduct conference calls and prepare document based on status meetings.

•Provide on-call coverage support as directed by the supervisor.

•Collaborate with cross functional teams to maintain efficiency, consistency and achieve successful implementation of application.

•Manage development of applications and information systems.

•Participate in all phases of project development life cycle.

3/2018-07/2020

Help Desk Associate, WellSky

•Serve as the first point of contact for customers seeking technical assistance over the phone or email.

•Perform remote troubleshooting through diagnostic techniques and pertinent questions.

•Determine the best solution based on the issue and details provided by customers.

•Walk the customer through the problem-solving process.

•Direct unresolved issues to the next level of support personnel.

•Provide accurate information on IT products or services.

•Record events and problems and their resolution in logs.

•Follow-up and update customer status and information.

•Pass on any feedback or suggestions by customers to the appropriate internal team.

•Identify and suggest possible improvements on procedures.

•Admin for salesforce, Microsoft 365, sumo logic, new relic, ADP workforce, Zoom, GitHub, Crowd strike, Jira, Plantronics, SAP, CRM an, softphones.

•Resolve technical problems with local area networks (LAN), Wide area networks (WAN), and other systems.

•You have a basic understanding of SQL and can pull data directly out of a database.

•Maintain inventory of all equipment, software and software licenses.

•Assist with for ordering, acquisition, inventorying and disposition of hardware and software.

•Provides support for network hardware and software including updates, upgrades and maintenance.

•Assist with onboarding of new users and new hire orientation.

•Maintain inventory of all equipment, software and software licenses.

•Assist users and computers to proper groups in Active Directory.

•Perform timely workstation hardware and software upgrades as require.

•Provides customer service information in a courteous manner.

10/2010 – 11/2019

RAIL OPERATIONS SUPPORT REP, Kansas City Southern railroad

•Provide timely information to internal business partners to ensure a quality transportation product is delivered in line with external customer expectations.

•Provides coaching and mentoring of both Collective Bargaining Agreement and professional workforce in a 24 x 7 x 365 operation.

•Interface with mid- and upper-management personnel in Transportation, and Marketing departments to track, monitor and influence cross-functional impacts.

•Interface with all levels of US & MX regulatory personnel in the Kansas City, MO region in an effort to ensure that KCSR and KCSM remain compliant with all regulations. Work with those same groups to increase border fluidity through process improvement while maintaining border security.

•Maintains promotional database by inputting invoice and bill-back data.

•Updates managers by consolidating, analyzing, and forwarding daily action summaries.

•Resolves order and inventory problems by investigating data and history; identifying alternate means for filling orders; notifying managers and customers.

•Provides product, promotion, and pricing information by clarifying customer request; selecting appropriate information; forwarding information; answering questions.

•Forwards samples by entering request; arranging shipment; notifying customer.

•Prepares sales presentations by compiling data, developing presentation formats and materials.

•Tracks sales expenses by tracking, consolidating, analyzing, and summarizing expenses; forwarding for reimbursement.

•Weekly Customer Portal Update.

•Managers Coverage - Calls, Emails.

•Handle LTL and truck load carriers

•Handle intermodal drivers

•Daily Action Plans.

•Organize Managers.

•Help track individual customer quality and delivery ratings.

•Comply with all customer quality requirements.

•Ensure compliance with company code of conduct and all applicable laws, regulations, rules and policies.

•Provide Technical support to train crew.

04/2000– 10/2010

ACCOUNT MANAGER, Corbion

•Cover help desk to assist customers and CSR's with item number questions, add-ons to food orders, or other customer issues.

•Process orders received daily from customers.

•Assist customer with scheduling and tracking shipments.

•Issuing credits and performing re-bills due to invoice issues.

•Maintaining customer database.

•Collecting and analyzing data.

•Practicing excellent communication with internal and external customers.

•Provide customers with product and item number information.

•Manage inbound/outbound documentation requests.

•Provide support for the team with technical assistance needed to satisfy customer’s requests.

•Maintain a high level of customer service.

•Make sure deadlines for each individual Distribution Center are met and each customer has had appropriate attempts to secure their food order.

•Be able to read and comprehend labels, instructions, and bills of lading.

•Be able to perform mathematical calculations involving addition, subtraction, multiplication, and division to verify quantities of product.

•Be able to apply understanding of problems involving some variables.

•Possess strong problem-solving skills and excellent time management skills.

•Assisting with troubleshooting systems and programs for customer.

PASEO ACADEMY OF FINE ARTS

HIGH SCHOOL DIPLOMA, paseo academy of fine arts school, 3.56

•National Honor Society for Two years.

•Senior Board Member

KEY QUALIFICATIONS

•Excellent time management skills.

•Excellent ability to focus on working efficiently across a multitude of tasks.

•Excellent communication and organizational skills.

•Demonstrated ability to work in a team-fostered environment with minimal supervision.

•Strong mathematical skills.

•Skilled in basic computer operations including warehouse software and MS Word, Excel.

•Well versed in creating logs and maintaining documents.

•Highly skilled in providing information regarding products and services of the company.

•In-depth knowledge of taking orders, compute charges, and administer billing or payments.

•Hands-on experience in reviewing, updating or making changes to customer accounts.

•Track record of listening and responding to customers’ needs and concerns.

•Demonstrated ability to record details of client contacts and service history.

•Proven ability to determine answers and solutions quickly.

•Special talent for handling irate and angry customers.

Contact this candidate