Support Engineer

Jason Tingley

Summary

Jason is a United States Marine with over 17 years of experience - having Product Line Management and Project Management, Business Development, Siebel, Oracle Netsuite, Salesforce 360, Veeva CRM and CRM VOIP and integrations development, with and in Field Services Applications – transferable functional knowledge of D365 CE module capabilities for the prospect to order, marketing, sales, customer service, field service operations and project service automation - F&O capabilities for finance, subscription Billing, and supply chain. Microsoft Dynamics 365 Developer & Administrator - Customer Engagement (D365 CE) / Power Platform Functional Consultant, Business Analyst, and Developer experience with business process flow and canvas apps / Power Apps development. 7+ years IT training, management support for point of purchase systems, with Power Automate, Power Apps and PowerBI / Platform support; as well, my transferable soft-skill sets in support of the customer engagement modules - alongside the out of the box experience (OOBE), components and connectors customizations. I have a focus on Microsoft Dynamics 365 CE certifications: MB-910/920. This has sure up my skill sets in development IDE application support, supporting ISV’s for optimizing custom Dataverse, and Microsoft Power Apps and portals development.

Skills

Web & Coding Development 5 Years+

C#, HTML 5.0-6.0 – CSS, JavaScript, WCF Service, PCF Controls. SQL DB storage Admin and Design, Quality Assurance, Manual Testing and other SQL, T-SQL and Technical writing

Quality Assurance\Manual Testing 3 years

Dynamics 365 CE & CRM

and F&O; 8+ Years

OnPremise and Cloud

PowerQuery with PowerBI, and Data Analytics support with-in PMO, in TOP UP management style; Team Leading - Set up and configure modules like Marketing, Sales, Customer Service / Purchase / Procurement / Trade & Logistics & Inventory Management, Field Service OPS and PSA in D365

Senior Applications Support and SDLC Support: Active Directory administration and overall environment responsibility in multi-instance MS Dynamics environments; Microsoft 365 ALM Stack, Azure Services, Office 365, Power Platform Apps and Business Support, etc

1st POC Tier 1 to Tier 4 Help Desk / Service Desk; ServiceNow, Jira, WorkDay, MsD365 Ticketing Systems – With System Security Patch management. Identifying common issues and tracking

365 Identity Management and access controls – Security: Account creation and folder permissions to guarantee that employees can do their jobs without having unnecessary access, crucial for efficiency.

Interdepartmental Consulting 2 – 4 years+: Internal ERP consulting service support & External B2E consulting with Freeport MacMoran IBM, At&t, Apple, AltaGas, etc

Troubleshooting

Communications Contact Center Management Support (Mobile, Internet & Telecom)

Remote Support Connection Diagnostic Support for Case management remediation

Customer Engagement

Customer Relations Management

Networking back-Office Support; multiple tenants, in Azure AD Services

First Call Resolution:

Trackable Customer Service Loyalty conversions

Stakeholders and Upper Management Process Collaboration

Team Development and Support

Service Support Implementation

Customer Care 17+ years

Lead 6 implementations

Requirements Gathering

Education

Colorado Technical University

Associates of Science in Computer Sciences and Information Technology (2008 – 2012)

New Orleans Center for Science and Mathematics, High School (1998 – 2000)

Education-Certifications

Microsoft Certified: Dynamics 365 Fundamentals: MB-920 (2022)

CompTIA A+ (2001)

Business Experience

DBA Jason C. Tingley – Consulting MSP Services / IT and Business Consulting

(TBD LLC Entrepreneurship Aug 2022 to Present)

Worked and trained with Collaborative Services Business Units with Companies / Clients such as United Parcel Service (UPS), Allegis Group: Brands Ashton Carter, Robert Half, TekSystems. CDW Corporation, Elevance Health, Etc. Just to name a few, in providing Contingency Workforce operations and services, in IT Staffing and Consulting for Omnichannel providers services in Scope Of Work / Statements Of (SOW), for Master Services Agreements with developers on the deployment, customization, and integration of Dynamics 365, and ServiceNow/NEXT, SalesForce and supporting applications stack, SaaS, IaaS, and PaaS. Complete understanding of the project scope of work and was able to see the holistic picture of ongoing services implementations in that current state and offer directions to meet future business requirements. Successfully stay on timelines in this role, was very dependable, had a moderate level of understanding of the coding languages/platforms requirements to customize and integrate Microsoft 365 services with-in client-facings role for the organizations and projects assigned too.

Microsoft Dynamics 365 Functional Consultant / D365 Finance & Operations SME

(Contract) Apr 2022 - Aug 2022 Relevant Group

Worked and trained with developers on the deployment, customization, and integration of Dynamics 365 and its supporting applications. Complete understanding of the project scope of work and was able to see the holistic picture of ongoing services implementations in that current state and offer directions to meet future business requirements. Successfully stay on timelines in this role, was very dependable, had a moderate level of understanding of the coding languages/platforms requirements to customize and integrate Dynamics. Demonstrated the abilities successfully function as a Microsoft Dynamics 365 Functional Consultant with client-facing role for the organization

Demonstrated the abilities to lead efforts to understand, assess, consult, design, and implement D365 applications-based solutions, including the following areas:

oSuccessfully worked as both an individual contributor and team members, identified and addressed client needs: actively participated in client discussions and meetings; communicated a broad range of business services; and, managed engagements, including prepared concise, accurate documents and maintained project economics while maintaining flexibility for unanticipated issues.

oHas the unique rare competence to understand the D365 F&O Financial Account Structure inside and out.

oexpertly educate CFO and Controllers how to design an effective global chart of accounts that takes advantage of the D365 F&O Account Structure and financial dimensions.

oMicrosoft certified D365 professional who has been on both the End User Company and the major Reselling Partners as a Product Advisor in D365 F&O.

oPower Portal and Apps Creation

Microsoft Dynamics 365 Functional Consultant, SAP Data Analyst

(Contract) Sep 2021 – Feb 2022 Sutherland Global Service Limited

Directly supported the IT related needs of the global supply chain. The successful candidate will have experience in assistance with SAP business processes design, configuration, and testing within the context of both project and production support efforts. My role was very analytical with business knowledge, and SAP solution understating I effectively integrate SAP technology into the business environment to achieve the client business goals.

Monitored and resolved production issues and requests that were submitted by users through ticketing and service requests.

Conduct educational demonstrations and design sessions and training sessions with super users in a wide variety of AX 2012/D365 modules.

Working knowledge system testing in various SAP ECC modules including SD, LE, Vertex, Vistex

Knowledge of SD Master Data, integration points, and data flow

Clear understating of Order to cash streams.

Lead functional configuration and design sessions with super users or internal ERP Core team to configure the D365 F&O system that will enable a “Simple and Sweet” work process for D365 users in their daily work.

Knowledge of sales processes SSRS including customer master, order management, material substitution, ATP, delivery, shipping, billing, outline agreements with an emphasis in subcontracting and inter-company

Understanding of Material Data, and Bills of Material is a plus

Update SAP Oracle NetSuite CRM Client Database in coming account connection service updates and prep for Custom REST APT data export to Power BI Analytics Reports and Boards

Worked between DAX 2.0 to Salesforce Database integrations for Unified reports gathering

Power Query CLI outputs Struts and closed documentation for each Customer & Client integration and for Knowledge Base Review.

Requirements gathering Required 5 years

Business analysis Required 3 years

Quality Assurance - Manual Testing Required 3 years

SQL or TSQL Experience Highly desired 2 years

Technical writing Highly desired 3 years.

Microsoft Dynamics 365 Functional Consultant, Technical Support Services, with Field Support

(Contract) Mar 2021 - Aug 2021 Teleperformance [ Apple Home Advisor Project ]

Highly skillful IT support specialist that provided technical assistance to core staff at Teleperformance USA. In this role as a customer support representative the technical support duties were as follows, but was not limited to:

Experience with NICE CXone Agent for Microsoft Dynamics

Researching and/or supporting legal issues involving Client’s customers, in resolving fraud claims and recompensating lost funds from point of fraud and theft to the end customer / stakeholders.

Worked on full life cycle implementations on Dynamics AX 2012 R3 (OnPrem) and D365 for Financial Modules including OTC(Order to Cash) Stream, Procure to Pay, Warehouse Management and SSRS Reporting.

Ensuring optimal use of our hardware and software technologies, the enhancement of business system performance, and the securing of all data. Oversight and advised on IT equipment upgrades.

Ensured successful IT support possesses and provided information technology support in a fast-paced environment. Consulted with IT managers and other departments heads as required.

Provided IT assistance to staff and customers remotely

Trained end-users on hardware functionality and software programs.

Resolved login errors in a timely manner.

Monitored hardware, software, and system performance metrics.

Updated computer software. as well as upgraded hardware and systems.

Maintained databases and ensured system security.

Documenting processes and performing diagnostic tests.

Kept track of technological advancements and trends in IT support.

Worked between D365 Database integrations for Unified Power Query CLI struts

Reports gathered via PowerShell and X-/X++

Healthcare Business Analyst

(Contract) Apr 2020 - Apr 2021 Everise, Inc.

Lead the requirements gathering meetings, prepares meeting notes and requirements documentation, meets with TE to review business requirements and system design, and assists in user acceptance testing. I also served as a subject matter expert to work with the processing business expert related to client requirements gathering, design, and system testing. Performed as a stand-in project manager to function as the team leads and coordinates meetings, managed tasks to timelines. Supported short and long term operational plus the strategic business activities in compliance with HIPAA, by developing, enhancing, and maintaining operational documentation tickets within the business process models.

Strong knowledge of NICE Nexidia Voice Analytics, NICE Workforce Management and Quality Assurance, NICE Employee Engagement Manager (EEM), and NICE Real-Time Activity Monitoring (RTAM)

Lead the development of functional business requirements and helped end-users assess relative priorities for both business process and technology solutions to help patients improve their health by getting access to medical innovations

Evaluated alternative business processes and technology solutions and participated in making technology recommendations to enhance business operations

Lead the development of business requirements, functional designs, process maps, user test plans, and training materials associated with business processes and technology solutions

Facilitated client involvement in User Acceptance Testing

Worked collaboratively with peers, the client’s IT organization, and with internal/external stakeholders to coordinate the overall delivery of technology solutions

Technology Customer Service Representative

(Contract) Apr 2020 - Apr 2020 TTEC- Bank of America

IT Support responsible for working within multiple service channels. I consistently provided the highest level of customer care and satisfaction using my technical knowledge and expertise. Provided quality customer service experience via remote connection to troubleshoot both hardware and software components. I strived to resolve issues and document the resolution within a ticketing system in an efficient manner. Worked with TTEC- Bank of America business teams to make sure we stayed on timelines with service tickets. Partner with diverse teams from across the country within Bank of America to create collaboration service value for the client to gives them a competitive edge and serves the needs of their customers. My responsibilities were as follows:

Identified, investigated, and resolved end-user’s problems with computer software and hardware.

Fielded 1st line support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.

Consulted with end-users to determine steps and procedures taken to identify and resolve the problem.

I applied my knowledge of computer software, hardware, and procedures to solve problems.

Guided end-users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.

Collaborated with other staff to research and resolve problems.

Collaborated with programmers to explain errors and/or recommend modifications in programs.

Performed tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system.

Provided status updates and maintained knowledge of technology innovations and trends.

Information Technology Specialist / Coordinator – Field Services Support

(Contract) Aug 2019 - Apr 2020 Premier Kings, Inc

This role focused on providing support to Premier Kings, both external and internal, in troubleshooting and maintenance of information technology systems, as they relate to physical security. Onboarded and supported new sites within Multiple Locations under the company brands with PCI Compliance vendor using Restaurant Brands International, Inc’s licensed Restaurant Point of Sales system. I also installed Sycom-Xenial Systems which both Burger King & Popeyes still use. Serviced over 3900 service tickets and 12 major installs.

Managed onboarding of accounts into Security Operations Center (SOC).

Coordinated with installation team, monitoring director, and clients to ensure remote services will be provided as intended.

Interacted and supported field service personnel in support of system repairs and maintenance.

Maintained a high level of programming knowledge in IP Video Surveillance Systems, Access Control Systems, and related technologies.

Leard all surveillance center backbone applications and obtains certifications to be able to interface with vendors, configure new systems, troubleshoot issues, and to provide applications support.

Provided hands-on support for computer room IT equipment to include servers, switches, routers, and vendor CPE equipment.

Interfaces with voice, telecommunications, and network personnel in support of SOC hardware, services, and vendors as needed.

Prepared, monitored, and managed projects; provided training where required or requested in relation to projects.

Manages and supports special projects, as needed and supported and Troubleshooted Windows environment, workstations, and servers

Analyzed data and services and makes appropriate recommendations to improve service/reduce cost.

Excel Pivot Tables and BI Dashboards, for Developments with Owner and CEO Acquisition Development

Processed Market Data from General Managers Daily

Proofed operational solvency and Net Profit Scores of business margins, that increased quarter over quarter for Data and Bottom Line (causing ROI 90% Cash over Cash monthly increases / During COVID-19 Pandemic)

Inventory Supervisor / Inventory IT Support

(Contract) Apr 2019 - Aug 2019 WIS International

Networked and working with Multiple End client brick-and-mortar sites to drive PIP Profitability success for each district from Gulf Coast of Pensacola, FL to Birmingham, AL

Performed DAX / SQL Sequential DB SBC Scanline Database builds for Store Front Profit and Loss margin inventory staging obtaining correct Retail Store map front gained 300% billing to Profits and great ratings for repeat business of inventories. And SQL / T-SQL Application rebuilds with IoT Scanners failed CRM WiFi Backups, from On-premises to Off-premises

Dynamics NAV / SQL Data import reconfiguration from Customer VS Code CRM

Dynamics NAV 2018 in financial management, document management inventory maps for accounting all retail product instore profit loose to reduce shrinkage.

Drafting P&L Margins onsite/on-premises Statements, for the store/brick and mortar unit location in question; to submit to Corp VPN cloud of actual accounting

Billables generation & submittal of jobs to onsite client managers, from correcting any WiFi IoT CRM database batch errors with onsite to cloud and patches to run said inventories

Regional General Manager / Support

Aug 2017 – April 2019 Krispy Kreme Donut Corporation

Oversaw daily operations, managing budgets, and setting performance objectives - from production specialists, retail sales and route spoke hub deliveries. Recruiting, training, and supporting general managers as well as conducting regular performance appraisals. Developing and implementing business, marketing, and advertising plans. Implementing technology training on point of purchase systems for all employees and managers. Conducted one on one’s for employee development and growth. Follow up on company generated lead every 3 weeks.

Expand the market for Krispy Kreme by targeting and developing new lead sources.

Individual sales planning & sales funnel management; confer with all affiliated parties of new and/or existing structures to determine optimal equipment required and to generate new sales.

Creation/execution of a successful go-to-market strategy. This includes participating in and developing marketing strategies, collateral, and content to be successful.

Customer relationship management to retain & grow business with existing customers and to drive customer satisfaction by identifying their needs; contact to advise progress of work

Assistant General Manager

May 2015 – Aug 2017 Richardson’s Inc d/b/a Rich’s Car Wash, LLC

Responsible for management and operations. Built and supported the team and location for a serious growth journey! Delivered great and friendly guest experiences, operational excellence and helped to build profitable top line sales. Responsible for the overall operation of the site according to company standards and in compliance with all applicable laws. Developed marketing plans and assisted in growing new business. Ensured that the overall Company mission and core values are applied while consistently meeting expectations.

United States Postal Service - Network Specialist / Mail Clerk

(Nightshift) Nov 2010 - Jul 2015 United States Postal Service

Performed various duties to the internal processes of logistics of mail and distribution for the

Northwestern Region of Florida, and the Southeastern States of the American Postal Workers Union (AWPU), and US Mail Handlers Unions per specifications of US Dept. Office of Personnel Management, OPM. Worked with various processing machines, and priority processes with 7 Teams, 3 to 7 members of Clerks and Mail Handlers. Developed clear understanding of logistics technology.

Desktop Support Technician – End User Services / Field Service Support

(Contract) Sept 2010 - Sep 2012 IBM-Artech Information Systems, L.L.C. and CompuCom

Excellent communication skills and very organized because of my military training and problem-solving skills. Self-motivated, resourceful, reliable, and trustworthy. Proficient at technical troubleshooting of desktop and laptop computers, mobile technology devices, Microsoft Windows, Microsoft Office, and other desktop software. Experience with supporting, installing, and configuring Order Entry applications. Able to utilize remote support tools to be able to troubleshoot remote computer devices. 24-hour on-call support as needed.

Prioritize support calls using enterprise ticketing system and manage tickets with frequent updates, as well as escalating aging tickets, and trends as required.

Purchase new equipment, repair parts, mice, keyboards, batteries, printer toner, supplies, etc. for workstations, laptops and peripherals devices from the approved standards list through Corporate IT Purchasing.

Ensured software and hardware standards are adhered to at all times based on guidance from Corporate

Kept software license compliance with all installed software

Responsible for imaging workstations using the standard images

Maintained and adhered to current system security policy

Ensured client agents for discovery tools, anti-virus and patch compliance updates are maintained at the most current levels

Provided secondary on-site workstation support and knowledge transfer to the Desktop/Laptop support team

Account administration and support for Order Entry applications

Assisted with desktop hardware relocation where required.

Responsible for local printers/copiers/faxes network connectivity, preliminary troubleshooting, toner replacement and coordination of third-party on-site support.

Responsible for and/or assists in special projects as assigned.

Trained and assisted end users to effectively utilize the enterprise ticketing system

Maintained reliable "Hot Spare" Laptop/Desktop systems

Disposed of old computer equipment utilizing approved vendors in compliance with environmentally friendly recycling processes

Provided onsite hands-on support for devices supported by Infrastructure support teams.

Provided telephone and mobile phone support, including voicemail and account administration, deployment/replacement of equipment.

Assisted with support of wireless access points, VPN connectivity, and company issued mobile telephone devices.

Provided after-hours and round-the-clock support for emergency trouble calls when needed.

Performed Computer Technician Support - for in-field support for Wachovia / Wells Fargo Banks, at multiple locations; (as Outsourced Vendor).

Processed Assets Management Installation Services for B2B commercial accounts; at customers request and transferred assets to desire workstation areas for employee productivity.

Daily NetSuite BI DAX expression Stand-up meetings with BDM

Giving Q&A VOC KPI Presentations with Client Services Deliverables Manager for Eastern US End-User Services

Presentation for Deskside Service Technician Recognitions for Client Excellence

Lead for Help Desk 2.5, Generation under Dynamics 2012 / DAX 2.0, Marketing for Project flows

Asset Management - Field Computer Technician; Consultant (Conversion & Implementations Projects)

Customer Care Support

(Contract) Jun 2010 - Oct 2010 West Corporation

Processed in-bound calls to Customer Care / Experience Departments, for DirecTV; (External / Internal IVR transfers to West, Inc; as Outsourced Vendor). Processed payments and implemented payment arrangements for non-commercial and B2B commercial accounts; at customers' request - when applicable transferred accounts to Collections Dept for defaulting. Administered and offered troubleshooting paths, when consumer/customer's satellite receiver device / SD, HD, and HD-DVRs were not functioning properly, i.e.- fix receiver issues before recording ticket to send to helpdesk/tech support; escalating and drafting Service Request Management (SRM) tickets as needed for service network related call.

Help Desk Representative / Computer Operator III

(Contract) Oct 2006 - Dec 2010 Baptist HealthCare-Landrum HR Workforce Solutions

Consulted in-bound calls for Internal Departments for the Main Hospital and remote and client sites – other supporting specialized vendor facilities by Information Systems Services Dept.'s Help Desk - a then to be outsourced

Assisted in constant and accurate on-site help designation for service calls and requests the Technical Analysts’ teams, procuring information for the maintenance of customer/client database via BHCPNS.ORG Active Directory - processing of noncommercial and business to business commercial, (VENDOR), accounts as when incoming call related.

Provided troubleshooting paths when consumer/customer/ employee's PC or Citrix Wintel WYSE workstations were not functioning properly. Administered Software Password Resets for domain level accounts – maintenance of user profile information to assigned admin rights for users on specified job tasks, e.g. – fix the software they use for their job functions.

Demonstrated correct software use through "ghosting"/remote accessing users pc or terminal screen from Microsoft System Center Configuration Manager (SCCM) / Endpoint Manager, and or offered fix-it instructions on user software familiarity issues before it - ticket creation escalated through Help Desk/Tech support to 2nd or 3rd level support.

Assist with essential up-builds of web development integration and intranet and internet website fixes in ASP, HTML, XHTML, and CSS coding languages.

IT Customer Care

(Contract) Dec 2005 - Sep 2006 West Corporation

Performed Customer Relations Management (CRM) on inbound calls to Customer Care Departments, for Cingular Wireless; (External / Internal IVR transfers to West, Inc; as Outsourced Vendor). Processed payments and implemented payment arrangements for non-commercial and B2B commercial accounts, [under Siebel CRM, Oracle Netsuite, Salesforce CRM, and DAX 2012 forward to Present – fixing knowledgebase articles with minor code suggestions to meet business requirements from customers, stakeholders, and employees]; at customers request when applicable transfer accounts to Collections Dept for defaulting. Administered and offered troubleshooting paths, when consumer/customer's mobile device/cell phones are not functioning properly, i.e.- fix Iot Devices/cell phones before recording ticket to send to helpdesk/ tech support, escalating and drafting

Service Request Management (SRM) ticket when needed for service network-related call.

MOBILE TELEPHONES - Support Capacities

Provided end-user support service for cellphones and mobile devices

Co-ordinated the repair and maintenance of mobile telephone devices through agreed channels

Ensured the efficient acquisition and reallocation of cellular telephones as directed through the agreed channels

Contact this candidate