Support Representative Customer
Resume:
Julie Kao
Roselle, IL *****
***.********@*****.***
PROFESSIONAL EXPERIENCE
January 2022 – June 2022
ASM Global
Learning and Development Manager
Responsible for Managing Administrative Support functions for our SAP LITMOS Learning Management System for Company.
Built Customer Support Ticketing System to track and manage internal/external client requests and/or bugs related to SAP LITMOS, our online Learning Management System.
Built Project Management Ticketing System Using Monday.com to streamline and manage high priority tasks, projects, and/or bugs related to assigned projects.
Analyzed, Lead, and Managed Business Needs for A.D.A. Compliance within our LMS platform.
Assisted Team with Creative Content for LITMOS Courses and Learning Paths
Responsible for Managing the Audit of Company’s LITMOS Database during Company Wide Rollout Projects.
Responsible for Managing Global Rollout Projects for LITMOS LMS to United States, Australia, Latin America, United Kingdom, Germany, and Sweden.
Served as technological lead and/or provided project management on corporate initiatives as necessary
Develop technical documentation to support system UAT Testing, enhancements, modifications and or new software implementations.
Oversee project progress to ensure timelines and due dates are met
Organize/coordinate weekly progress review meetings with project team members
Interact with suppliers/vendors/third parties as related to active assigned projects
Interact and coordinate with employees as related to active assigned projects
Worked within established framework to facilitate business problem solving and present hypotheses and recommendations to senior management
Managed relationships with key project stakeholders across the organization
Ability to influence and change the mindset of, or gain acceptance of key project members as it relates to project objectives and initiatives
Acts as thought leader and participates in strategic discussions
Leverages presentations to develop the storyline and big picture view of initiative
Coordinate task lists through the project management system
July 2019 – December 2021
Julie Kao Health
Professional Consultant
Managed all aspects of the business (Accounting, Marketing, Budgeting, and PR)
Recruited, developed, and managed client base by providing excellent customer service and providing one-on-one consultations
Planned promotions, advertising, and marketing to increase business opportunities
February 2008 – November 2019
CellTrak Technologies, Inc.
Implementation Technical Manager
Manager, Implementation and Training
Project Implementation Manager
Conducted Business Analysis based on industry best practices
Prepare reports for upper management regarding status of projects
Build and maintain working relationships with team members, vendors, and other departments involved in the projects
Manage high priority tasks, enhancements and/or bugs related to assigned projects
Organize/coordinate weekly progress review meetings with project team members
Interact with suppliers/vendors/third parties as related to active assigned projects
Interact and coordinate with employees as related to active assigned projects
Coordinate task lists through the project management system
Oversee project progress to ensure timelines and due dates are met
Work with other project participants to ensure that progress is being made on key activities, tasks and assignments
Convert key project strategies into actionable, individual tasks, activities and assignments
Manage key projects across a variety of cross functional groups
Manage and develop the strategic planning for a variety of key strategic projects
Set deadlines, assign responsibilities, and monitor and summarize progress of projects
Business Process Re-Engineering
Served as technological lead and/or provided project management on corporate initiatives as necessary
Develop technical documentation to support system UAT Testing, enhancements, modifications and or new software implementations.
Collaborate with members of other global departments regarding key initiatives and goals
Working with internal R&D team to ensure project delivery
Statistical gathering and review
Manages and develops assignments in the form of established objectives to develop plans accordingly for all project team members.
Manage 3-5 strategic projects and initiatives; maintains responsibility for deliverables, timelines, and management of stakeholder relationships and expectations
Worked within established framework to facilitate business problem solving and present hypotheses and recommendations to senior management
Managed relationships with key project stakeholders across the organization
Ability to influence and change the mindset of, or gain acceptance of key project members as it relates to project objectives and initiatives
Acts as thought leader and participates in strategic discussions
Leverages presentations to develop the storyline and big picture view of initiative
Defines approach and performs detailed analyses, synthesizes results and delivers insights
Maintain thorough knowledge of company's products and industry related to project
Creating targeted training documentation for Web-Ex, GoToMeeting based delivery
Training and presenting with new and existing clients via web based or on-site
Defining and managing project schedules, dates, timelines and deliverables
Manages customer expectations to successfully deliver projects
Strategic customer contact from pre-sales through project completion
Project reporting and best practice documentation
Developed Project Implementation Cycle Plan utilization
Troubleshoot systems, integration, user acceptance, functionality and regression on a day to day basis.
This led to the discovering of several key issues in our application that allowed R&D to correct them before going into production and negatively affecting our clients.
Proactively collaborated with the sales team regarding new client and sales opportunities
Developed Client Support Infrastructure scalable to sustain future company growth
Focused on long-term solutions while maintaining a quick response and a high level of client satisfaction
Assist human resource staff by recruiting, selecting, orienting, training and coaching new employees.
Enhance my department and organization by exploring opportunities and attending conferences to add value to our product.
Responsible for implementing 100% of all US based Project Implementations from 2008 - 2012
Responsible for implementing +50% of all US based Project implementations from 2012 - 2014
October 2005-February 2008
Biscayne Associates LLC
Leasing Director
Head of the audit department for property garages
Perform all leasing activities and resident relations
Excellent team building, conflict resolution, resource management, and team building skills
Proficient in knowing all community area facts, statistics, competitive communities rent levels and amenities
Screening tenants and conducting background checks to finalize or cancel the lease
Responsible for deposits, rent collection, and application fees
Kept and maintained accurate records of all financial transactions and resident leasing records
Retain tenants by offering alternative solutions and resolving all other problems faced by them
Assisted the Property/Project Manager in the day-to-day operation of the property as necessary
Coordinated move-ins and move-outs along with inspecting apartments prior to move-in to insure proper condition of the premises are met
Adaptable to work under constantly changing job environment
June 2002-September 2005
Discovery Toys Incorporated
Sales Representative
Conducted in home gatherings for clients to view and purchase merchandise
Educated clients with the safety and longevity of the products
Trained new distributors on effective sale methods
May 1999- November 2001
Takeda Pharmaceuticals North America
Technical Support Representative
Provided first and second level computer support for Takeda clients
Proficient technical skills to troubleshoot network, printing, server and software issues
Support mobile clients using Remote Access Services and electronic mail
Configure operating systems and software applications on multifaceted computers for optimal performance
Focused on long-term solutions while maintaining a quick response and a high level of customer services
Test new hardware and software to evaluate compatibility and ease of use with current operations
Advise clients on purchasing new software and hardware
May 1998- March 1999
Kraft Foods
Helpdesk Representative
Proficient technical skills to troubleshoot network, printing, server and software issues
Provided first level computer support for Kraft clients
Configure operating systems and software applications on multifaceted computers for optimal performance
Advise clients on purchasing new software and hardware.
Support mobile clients using Remote Access Services and electronic mail.
EDUCATION / AFFILIATIONS
University of Illinois in Chicago
Major: Business Management
References
Available per your request.
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