JAMES R. BERGHORN

**** ** **** *******

Cape Coral, FL 33993

847-***-****

adxklg@r.postjobfree.com

PROFESSIONAL EXPERIENCE

KForce, Inc Cape Coral, FL

*/**** – 2/2023

VIRTUAL IMPLEMENTATION CONSULTANT

Contract work for CDK Global LLC, front end implementation and install for the auto, truck, and water craft industries using Sales Force for assignments, tracking, and communications.

Create webids for dealerships to be used by the public to support online digital marketing and sales initiatives, allows user to plug in their information to allow estimated monthly payments.

Work with dealerships to install software that aids in managing their vehicle inventory in “near real time”

Worked on a project to launch one of the industry’s largest digital wholesaling platforms, powered by innovative integrations with the CDK DMS. Highlights include instantly sync available inventory from the DMS, lowest costs in the market, expert support, and customized auctions, to name a few.

CDK Global LLC Hoffman Estates, IL

10/2014 – 6/2017

CLIENT TECHNICAL ANALYST III, Manufacturing / BMW technical support team

Work with BMW dealerships to resolve issues, specifically assist when they required help entering vehicle orders, parts orders and warranty claims, to name a few.

Provided some training and assistance via Bomgar app which takes over the user’s pc.

Provide Microsoft pc support to dealership personnel for browser compatibility and java issues.

Open trouble tickets thru Vision (CRM Product) for both tracking and resolution purposes for dealership concerns.

Follow-up with caller via phone and/or email to verify resolution.

Provide feedback to BMW management regarding current dealership concerns

Go-To Associate for training new hires

ADP, Dealer Services Division Hoffman Estates, IL

7/2007 – 9/2014

CLIENT TECHNICAL ANALYST III, Manufacturing / BMW technical support team

Work with BMW dealerships to resolve issues, specifically assist when they required help entering vehicle orders, parts orders and warranty claims, to name a few.

Provided some training and assistance via Bomgar app which takes over the user’s pc.

Provide Microsoft pc support to dealership personnel for browser compatibility and java issues.

Open trouble tickets thru Vision (CRM Product) for both tracking and resolution purposes for dealership concerns.

Follow-up with caller via phone and/or email to verify resolution.

Provide feedback to BMW management regarding current dealership concerns.

Go-To Associate for training new hires

NETWORK ENGINEER, Dealer Services Division 1/2005 – 6/2007

Configure Cisco routers, switches and firewalls based on the needs of the dealership.

Work with onsite field engineer and telephone company as well as ISP to install network equipment such as routers and switches.

Verify all peripherals are functioning at each location of the dealership affected.

Lead for a Ford project where network configurations required updating.

SENIOR HARDWARE REGIONAL SUPPORT TECHNICIAN 8/1996 – 12/2004

Involved in the building of a network solutions data base (Knowledge Base) for systems issues, including terminals, printers, system main frames, and network equipment, which was implemented for use by internal associates as well as external clients.

Went through the 5 Microsoft training classes through employer, ADP, Inc.

Training twice a year on equipment such as Cisco communication equipment as well as Compaq Dec-Alpha mainframes. Practical experience trouble-shooting same equipment.

Oversee a new Hardware team where the objective is to help push knowledge down to Tier 1 support as well as get a solution to our client in a timelier manner. Instruct classes for Tier 1 support as well as assist in the training of a new team from Hyderabad, India.

Troubleshoot, analyze, prioritize, resolve and/or facilitate resolutions for problems dealing with all ADP systems, HW and application products that would normally be escalated to Central Hardwar Support (Tier 2). Opening tickets thru Vision (CRM Product) working with CHS and other regional internals in an instructive and positive manner. Utilize customer service skills by keeping customers and ADP associates up to date on the status of the problem.

Fully utilize tools provided in helping troubleshoot, identify and resolve chronic client issues. Update and monitor AXIS to ensure accurate and timely information that can be used by other ADP associates to solve, track, and prevent future problems. Follow-up with CHS as needed to ensure quick resolutions to client/region issues.

Act as a resource and/or consultant to other ADP associates, providing an interface between Sales & Service and HE&S groups.

Ranger new hardware products as they are rolled out for Field Test purposes. Attend teleconferences to provide input to determine whether to go to general release on these products.

CLIENT TECHNICAL ANALYST, Dealer Services Division 10/1991 – 7/1996

Responsible for interfacing directly with the clients in the resolution of hardware problems on Unix and Pick based computer systems.

Respond to up to 40 client calls daily from auto dealerships.

Utilize knowledge of systems, printers, video terminals and communications equipment.

Assist with the training of new employees.

Completed intensive 6 month technical training.

Personal Achievements:

Rank in the top 5 in the department for productivity.

Merit excellent performance reviews based on performance, effort, and superior follow-up skills.

Field test new products such as Multi Session Terminals (MST) and new technology Unix based R4 systems.

Act as a Go-To person for clients as well as other ADP associates when Management is unavailable.

JT’S MERCHANDISE SERVICES, INC. Barrington, IL

(Formerly J.T.’s General Store) 1983 To 1991

DEALER SERVICES ASSISTANT MANAGER/CUSTOMER SERVICE MANAGER

Responsible for staffing of seven, dealer and client program coordination, credit, and serving as a liaison between dealers and upper management. Specific duties including the following:

Responsible for assisting dealers in the entire Western portion of the United States secure credit lines, and control credit risks.

Special projects as assigned by management.

Performing account analysis to determine profit and losses.

Training of new dealership personnel in formal work seminars, covering issues such as customer procedures and corporate policies.

Generate mass memos to dealers regarding availability of corporate services (500 dealers in 42 states).

Personal Achievements:

Substantially reduced dealer frustration level through timely corporate communications.

Serve as one of three individuals authorized to accept return of merchandise.

Work closely with computer personnel to achieve efficient and comprehensive screen formats.

Received Circle of Service Award as nominated by a jury of peers

Assisted in computer conversion of data and files to achieve data integrity.

Maintained departmental stability and productivity during corporate buyout.

ACCOUNTANT – Responsible for daily accounting functions, including maintenance, financial statements, special projects, and personal property taxes. Reviewed accounts for profit and loss and bad debt determination.

Personal Achievements:

Presented findings of bad debt analysis to CFO for review and action to be taken on financial problems incurred by high dealer turnover.

Gained extensive experience writing user-oriented computer programs.

Promoted to Dealer Services Assistant Manager/Customer Services Manager.

INDEPENDENT CONTRACTOR – Responsible for daily operations, cash flow management, inventory control, credit policy determination, and sales of JT’s merchandise of diverse product lines. Set up in a Co-op as a dealer.

Personal Achievements:

Routinely visited and sold to 250-300 accounts every two weeks.

Doubled assets in 10 months

Built up a territory which had been idle for approximately 9 months.

Initiated approximately 25-50 sales calls daily.

Won merchandise awards based on sales excellence.

Acquired new areas as proved ability to market corporate products.

SALES SPECIALIST – Responsible for utilizing cold calling techniques to attract new customers in assigned Indiana and Illinois territories. Specific duties included relating to customers with diverse backgrounds, closing sales, and providing excellent customer service.

Personal Achievements:

Acquired extensive product knowledge in short timeframes.

Selected to be a part of an elite team of accomplished field managers to quickly build a territory

EDUCATION

ILLINOIS STATE UNIVERSITY – Normal, IL

Bachelor of Science in Accounting and Business Administration

Minor: Economics

Contact this candidate