Customer Service Support Specialist

Joel C. Adams

Colorado Springs, Colorado 267-***-**** *********@*****.***

LinkedIn: www.linkedin.com/in/joel-adams-cmms

SUMMARY

I am an experienced analyst with a diverse skill set including technical support, Quality Assurance, Software Development and Administration of Computerized Maintenance Management Software and Integrated Workplace Management Software. I have a proven track record of maintaining and advancing enterprise software products. I am distinctively positioned to apply my wide-ranging background to improving the value of applied software products within your organization.

EXPERIENCE

Life Insurance Producer 7/2023-1/2024 World Financial Group, Colorado Springs, CO

Offering life insurance products to families in need. Including fixed annuities, fixed indexed annuities, indexed universal life policies and other insurance products.

Web & Database Analyst 3/2022-1/2023 University of Colorado, Colorado Springs, CO

WebTMA Application Administrator for all University Facilities shops; provided application configuration support, security, customized reports, training, PM scheduling and work control.

Successfully promoted the setup of WebTMA Custodial Module.

Completed iPhone roll-out for Facilities staff managed with JAMF hardware management products.

Updated department webpages with timely information for external contractors and staff.

Provided department primary technical support and upgrade support for hardware and software.

Facilities Data Analyst 09/2015-3/2022 West Chester University of Pennsylvania, West Chester, PA

WebTMA Application Administrator for all University Facilities shops; provided application configuration support, data import, security, customized reports, dashboards, training, and PM scheduling.

Updated department webpages with timely information for faculty, students, and staff.

Provided department primary technical support and upgrade support for hardware and software.

Secondary Facilities Work Control Technician, providing telephone, email and, text message issue request clarification and routing to augment issue resolution.

Tririga Analyst 07/201*-**-**** Mindtree Ltd., West Chester, PA for American Express, Phoenix, AZ

Analyzed requirements, continued development, testing, implementation and training of TRIRIGA Portfolio and Operations and Maintenance application modules.

Created training presentations and facilitated the training of a small team of colleagues.

Collaborated with Service Desk Supervisor and Business Analysts on the development of a TRIRIGA Troubleshooting and Support Guide for Service Desk staff.

Application Analyst 02/2011-12/2012 Oaktree Software Inc., Tulsa, OK (Phillips 66, Bartlesville, OK)

Analyzed requirements and continued development, implementation and training of a TRIRIGA Real Estate application.

Coordinated the implementation of changes between several TRIRIGA environments.

Worked with vendors and internal support groups to upgrade or resolve problems for over 30 facility applications.

Assisted various corporate technology support groups to transition several facility applications to the new Phillips 66 domain using Quality Center.

Successfully upgraded critical facility applications to new Windows version incurring minimal downtime.

Application Developer 10/2005-06/2008 IBM Tririga Inc., Trevose PA

Analyzed requirements and created custom applications using TRIRIGA and Crystal Reports.

Performed unit module UI testing to ensure application met client UI expectations, made adjustments where required.

Uploaded client data to TRIRIGA using Data Junction and application methods and Performed application configuration maintenance.

Consultant 01/2003-10/2005 Adams Business Ventures, West Chester PA

Analyzed requirements and prototyped solutions to clients. Created training manual and trained users.

Developed a database application for a local merchants’ inventory tracking using Visual Basic, MS Access and Crystal Reports. Performed ongoing table, query and report configuration maintenance.

Software Engineer 01/1996-11/2002 Cotelligent Inc., Broomall PA

Solved high priority customer software problems and provided quick turnaround of effective solutions.

Analyzed client requirements, created project estimates, and implemented cost effective sales force automation (CRM) solutions for Fortune 500 clients.

Quality Assurance Engineer 10/1994-01/1996 Cotelligent Inc., Broomall PA

Created and performed both automated and manual test cases to determine system performance, capacity, and limitations, documented results for management.

EDUCATION

University of Phoenix, Online

Master of Science, Computer Information Systems

Pennsylvania State University at Erie, The Behrend College

Bachelor of Science, Management Information Systems

SKILLS

Database: Access, SQL Server

Programming Languages: Visual Basic, XML, HTML, C++, C, Perl

Software: WebTMA 5, Omni CMMS, Tririga, SQL, PVCS Version Manager, Data Junction 7.5, SQA TeamTest, PowerPoint, Visio, MS Office, MS Project, FuelMaster, MS Teams, JAMF Now

Operating Systems: Windows 11, iOS, Unix (C shell), CMS/VMS

Report Generation: ReportWriter, Cognos Impromptu 5, Cognos PowerPlay 6, Crystal Reports

Familiar With: VB.Net, SendSuite, ServiceNow, Sharepoint, DB Visualizer, Active Directory,

Autocad Installations, Cisco Jabber, Duo Mobile, Mersive Solstice, JAMF Pro

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