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SoftwarSupport Customer Service/Systems AnalystCustomer Sucess Manager

Miami, FL
May 13, 2020

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Miami, FL # 305-***-****

John J Zapata

Objective: Seeking a challenging career with a progressive organization, which will utilize my skills, abilities and education in product knowledge and development within the organization of the infrastructure of Technology

Career track record of working with corporate leadership teams to formulate organizational and IT strategies consistent with their overall business strategies and supervised our call center environment organization infrastructure platforms

Strategic Planning Business Analysis ERP/Migration Process Improvement Process Resource Management API/ System Integration

Application Development Team mentoring and coaching Performance Management

Highlight Experience

2019- Present Shiji US Inc Group/ international/ Americas Hollywood, FL

POS Support Manager / Technology Cloud Platform

Responsible for contributing to staffing, scheduling and performance evaluation of the support staff

Ensure all subordinate uphold department performance standard policies/procedures (examples attendance, punctuality, productivity and quality).

Serve as Lead on various projects as assigned by the Director, Helpdesk Desk operations

Responsible for the adequate and ongoing training of the Help Desk Staff.

Provided leadership for all subordinate employees

Monitor Workflow daily to ensure all work orders and issues are being resolved according to current Helpdesk Standards

Ensure proper creation, maintenance and distribution of relevant documentation to the Help Desk support team regarding system issues, policies and procedures

Deployed the LATAM accounts within the Americas, Chile, and Argentina on the POS Hospitality Product Configuration platform, Rabbit MQ, Reporting and Infrasys Product services for the Hospitality industry

Orchestrated and implemented the LATAM team within the Hollywood FL regional corporate office

Effectively manage and or directly resolve all support tickets, prioritizing and escalating as necessary CRM ticketing and Zohodesk platform escalation tier support channels

Experience in using a ticketing system for tasks management and team collaboration through resolution

Provide ongoing support services for local and remote end-user in network and Windows system troubleshooting skills

Assist end users with network setup and troubleshooting from a remote location

Maintain a high level of customer service orientation

2010- April 2019 Automatic Data Processing Miami FL / Alpharetta GA

Supervisor Call Center Support /Senior Systems Analyst

Provides support and maintenance of all Employer Services data processing needs including hardware, system and software applications.

Acts as a liaison between group support and the regional center. May include: resolving the most complex technical issues, writing custom programs, assisting other regions and Corporate in troubleshooting and assisting Group testing and piloting releases.

Functions as the regional technical liaison with Group staff.

Anticipates operational and system deficiencies and repairs or recommend alternative solutions. May write custom programs or work with custom programmers.

Acts independently or with very little direction, using a high level of discretion. Determines problem priority and impact to client base.

Oversee several client installations and systems integrations

Develop project scope, timeline, requirements user testing, implementation plan, and support

Generate project status, management reports and UAT/ application testing as required to executive audiences and senior business teams.

Coordinate cross-functional work teams towards task completion and go-live implementation through the execution of deployment plans

Guides client and/or team on functional design and integration into client’s infrastructure

Business Rules Documents ( BRD’s), benefit customization and Performance Management

Setup test UAT environment to confirm configuration, preparation for Production and transition to client services

Worked and counseled with clients on system and service configuration efforts, product adaption and business best practice solutions

Determined best methodology and oversees the accurate and timely conversion of client’s data

Workforce now integration with ADP Resource Cloud platform and Module analytics

Paydata extraction/Importing process on SOR ( System of Record) Client id, File #, Employee data

Self Service Registration configuration with Security Management service profiles, Redbox, HCM Workforce Now and Smart Compliance integration

Builds client control information and oversees the pre- and post-implementation testing of products with Workforce Now and Vantage HCM

Talent Management and Time & attendance configuration with Badge # and Single Sign login

HR tracking importing with HCM modules and file integration process

Oversees formal hand-off of system and operational services to other ADP departments/clients.

Project Planning

Participates in establishing and monitoring of client implementation schedule and report status to Project Team members.

Prepares individual work plans in conjunction with established project milestones.

Ensure issues and risks are documented and work with team members to resolve.

Migration conversion within the implementation process from Payexpert to ADP Resource platforms for our clients and Administrators

Maintain updates to operating systems and software. Remediate security vulnerabilities across mobile platforms or drive users to implement updates.

Key Achievements

Designs and deliver client-defined systems and processes along with tools and/or databases

Acting as consultant to the client, applies expertise in specialized functional areas (HRIS) Benefits, HR, Payroll and Time and Labor Management Exposed to the Dealer Service ADP Products Ev4 Enterprise Paycycle process integration and Ev5 migration from the Legacy system of Ev4

Uses functional area knowledge and industry specific experience regarding project experience to anticipate obstacles and proactively searches for solutions

Create use cases and workflows to project current and future system functionality for mobile platform

Conduct daily systems analytics to maximize effectiveness and troubleshoot problems

Develop meaningful and lasting relationships with partners for optimized systems integration and respond to questions and concerns from managers and executives with supporting research and recommendations

Mobile integration support on the Dashboard/Chiclet configuration via ADP Mobile Solution

HCM tools interaction with Mobile migration viewing of Employee Paystubs and Time/Clocking

Single Sign-on registration for ADP Mobile integration troubleshot and configured product access

Supported the Mobile Device running IOS v8+ or Android v4.4 platforms

Successfully deployed client facing mobile application, CRM and a BI tool

Participated in special projects, task forces and stretch assignments as required

Information Security Responsibilities Key Contributor on SmartCompliance/Tax and Banking role-out migration process

Builds consensus through stakeholder identification and involvement

Create and maintained Resource Allocation and Prioritization Alignment reports to ensure project target date are met through proper alignment with IT resources and business strategic plan

Selected as key contributor for World Class Services within our Professional Service Offerings on the ADP Totalsource products and ADP Resource

Strong service orientation, At higher levels may be asked to generate new business leads by updating existing clients on new features and enhancements

2006-2010 Automatic Data Processing Miami, FL

Lead Supervisor Technical Support Analyst / Senior Client Technology Specialist

Became the SME (Subject Matter Expert) for our supported products of PCPW, Report Smith,.PayExpert and supported the Bilingual office of Puerto Rico Region office when implementing the software to our Caribbean region for all account executive and sales personal

Developed an analysis plan for our clients based in our Puerto Rico office Training was given in Spanish and English

Became a mentor for our Caribbean office on the technical support level of systems support and implementation process for our new based cliental

Communicates directly with the client via the telephone and/or personal visit on very complex pc issues and resolve their issues as it relates to the support of ADP’S PC product.

Coordinates and billable or non-billable on-site problem resolution visit with the client’s IS staff and third party vendors (if needed) Diagnoses complex regional personal computer related problems.

Identifies the problem source and determine the appropriate method of problem resolution. Performs hardware/operating system review for all new and re-installations for multi users and

Troubleshoot complex software installation, configuration and set up issues.

Reviews posted documentation from IT technology, Web development corporate technology, Trusted Resource, HPS (Hosting Product support for the online Internet products) and along with resource materials.

Review for potential solution, gather clients databases and environment variables and recreates client scenarios in the pc labs (if available) in an effort to resolve complex client issues regarding their platform environments.

Loads and experiments with new ADP products and versions prior to release to the client.

Continually Upgrades knowledge and skill base relating to new product rollouts, existing products and new technology to increase proficiency in a technical support capability

Remote Support via Bomgar was used for our Stakeholders, Practitioners, VP’s of Operation, Client facing and our IT/ web application support teams. This streamlined process was also done with Goto assist and live meeting.

Run installations processes, upgrades and detect any errors within the Browser environment when supporting our web based application hosting product.

Generate successful outcomes through critical partnership with executive, clients, key business and technical Stakeholders, Senior Leadership management, practitioners. And working teams

Operating platforms were supported in the Windows Platform environment and Mac Environment Platforms of OS.

Performs a broad range of IT support service: PC, MAC, software, hardware and basic network support. Collaborates with team members and customers and contributes to the efforts to develop, implement and continuously improve systems. Client facing and Call Center experience.

Efront Clarify Support Tool (CRM Client Relationship Management) for Queue Ticketing Software was used. Management tool AQT and Toad applications helped detect bugs within the Hosting product for ADP Product application within QA/ UAT testing product environment on releases and updates to our application software product interface.

API was used as well within our Third party vendors when importing pay data and header record information within our ADP hosting products platform environments

Knowledge of a CRM system (Siebel)

XML/HTML experience with the format process to store data files within the databases we have worked with in our support arena of technology via intranet/ corporate domain.

JSON application was also used within the data integration for our format process on our Web application products. Products used Smart Compliance/ Tax & Banking, Crystal reporting, Payroll HR/, Performance Management modules.

Education and Certifications

1989-1992 Bergen Community College Paramus, NJ

Associates of Science, Business Administration and Management

1992-1996 William Paterson University Wayne, NJ

Business Administration minor in computer science

1997-1999 Miami-Dade College Miami, FL

Novell Certification course along with Computer Assembly language

2000-2001 New Horizon/ Technical Institute Miami, FL

Certification of Citrix Metframe 1.8 course completed

2002-2006 Florida International University Miami, FL

Bachelors’ of Science, Management Information Systems

Special Skills

Technical: Well versed in Microsoft products

Working Knowledge of Microsoft office

Working Knowledge of PC Hardware (Computers, Peripherals, printers)

Working Knowledge of IP Networking (TCP/IP NetBIOS/NetBeiu protocols IPX-SPX) Directory user & Group policies

Possess a high level of Technical ability in providing pc support directly to end users and external clients: Assisted technicians with end user in resolving technical problems

Supported Citrix environment terminal Server configuration

Knowledge. MS-SQL Server for database inquires and Linking with File Transfer data.

Remote Support for user Access for Windows NT servers/ debugging database file in process with FTPproc/ (Transfer Data Utility)

Hardware/software installation and troubleshooting/Server routers, Ping Connection. IP address connectivity

Working Knowledge of network Help Desk, or relevant customer service skills.

Working knowledge of DNS, DHCP

Experience with Microsoft Windows 2003/2008 and Active Directory

Working experience supporting Windows XP, Vista, 7 and 8, Microsoft Edge, Chrome

And Mac Platform environment

Languages Fluent in Spanish

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