KELLI BROBERG

**** * ********** **** **** • Reno, NV 89512

775-***-**** • Email: ad3idm@r.postjobfree.com

SENIOR SOFTWARE SUPPORT SPECIALIST

Client Relations, Installation, Training, and Support Systems Integration

Solution-oriented Support Technician with a wide range of abilities to provide customer service and troubleshooting remotely and on-site. Over 25 years of Customer Service and increasing hands-on Technical Support knowledge and responsibilities in various environments, platforms, and industries. Immediately available for all Proprietary Software Support – able to analyze and resolve issues within hours of encountering new software.

— CORE COMPETENCIES —

• Customer Relations • Client Need Analysis • Documentation • Product Knowledge

• Internal/External Communications • Procedural Alignment • Installation and Training

• Software Support • Application Management • Troubleshooting • Hardware Support

— SELECTED ACCOMPLISHMENTS —

Skilled at managing end-user expectations: Effectively identify and translate customization requirements and end-user needs to internal development staff and communicate clients’ ideas and feedback from across a wide range of skill levels and hierarchies.

Expert on applications and management of all software integration aspects: Configuration, customization, onsite and remote hardware/software installations, training, and support.

Documentation: Clarify processes, troubleshooting, and Customer-facing information to allow for a clear understanding of internal and external information.

Team Management: Ran Support Desk for 3 months while Manager was on leave.

Coordinate Data Interface processes to set up & maintain the transfer of data between systems.

Quality Control: Perform diagnostics, assist in testing new applications and/or upgrades to existing applications, and document results.

Flexibility: Integrating last-minute changes while providing the client with a smooth installation or upgrade experience.

Customer Satisfaction: Maintained 4.8 out of 5 rating by customers.

—PROFESSIONAL HISTORY —

PHOCAS SOFTWARE – Reno, Nevada

Data analytics software for distribution, manufacturing, retail, and construction

Senior Customer Support Consultant 2021-2023

Ensures exceptional service and effective delivery of technical consultancy services to Phocas customers and partners. In addition, provide 2nd tier technical assistance and training to Support Analyst/Graduate team members to provide ongoing deployment and use of the Phocas suite of products.

Customer Support Consultant 2018-2021

Responsible for working closely with customers to troubleshoot and deliver technical solutions to issues they are experiencing with the Phocas software (at times complex), with an emphasis on permanent root cause solutions. In every interaction attempt to provide our customers with a 'wow that was good' experience by emphasizing customer happiness, communication, and success.

KELLI BROBERG • ad3idm@r.postjobfree.com • PAGE TWO

—PROFESSIONAL HISTORY (cont.) —

EXPRESSPROS – On Assignment at Spinetti Machinery, Reno, Nevada 2017-2018

Distributor of Swiss Style CNC Centers and Lathes, parts, accessories, and tooling.

Parts Coordinator

Strove daily to meet the company mission of ‘TECHNOLOGY WITH COMMITMENT.’ Responded to quote requests via phone and email, researching machine and tooling requirements when necessary. Placed orders. Followed up on orders and communicated status and tracking information to customers. Handled RMA and Warranty paperwork. Coordinated with Engineers for Service/Parts needs.

WALGREENS, Sparks, Nevada 2016

Serving America’s needs for prescriptions, health & wellness products, health information and photo services.

Customer Service Associate

Helped fulfill the company mission of making people's lives a little easier. Provided friendly, courteous, and efficient service to customers. Responsible for cash register operations, customer service, merchandising, s tore inventory, and maintaining store signage and displays.

NUGGET CASINO RESORT, Sparks, Nevada 2014-2015

One of the Reno/Tahoe region's most fun and affordable vacation and convention destinations.

Database Analyst III

Created interfaces between SQL and other databases. Completed complex queries as requested to provide data for HR or Marketing departmental analysis. Supported Player’s club by designing graphics and programming kiosk rewards and drawing results using HTML, Javascript, and C# for web design. Supported HMS as needed for Hotel Management.

PRODUCTIVE SOLUTIONS, Reno, Nevada 2001-2014

An industry leader in providing both basic and advanced custom applications and system integration services.

Senior Technician

Responsible for all phases of software integration for HR and badging and public transit POS including badge/pass design, custom configuration of proprietary Windows and web browser-based software, and creation of interfaces with other software, including Johnson Controls RFID Access Control systems for McCarran Intl and other Airports.

— SOFTWARE EXPERIENCE —

SQL/TSQL/MySQL FTP SQL Server Administration Jira Service Desk

API Interfaces Microsoft Office/365 Windows 2000-Windows11 IIS

ASP.NET Windows Server 2000-2024 VPN Remote Access Adobe Suite

Devolutions HTML Screen Capture Tools Maximizer Security Software

2FA Sabre/Apollo ID/Access Card Management

— CERTIFICATIONS —

CompTIA Project+ Gives business professionals – inside and outside of IT – the basic concepts to successfully manage small- to medium-sized projects.

Series 7/66 FINRA exams are designed to qualify candidates as both securities agents and investment advisor representatives.

Contact this candidate