Karen Josz

TECHNICAL SUPPORT SPECIALIST

CONTACT

Grand Haven, MI

517-***-****

adxp44@r.postjobfree.com

CORE COMPETENCIES

Sales Force

Service Now

SharePoint

Solution Center

Oracle

TREX

Workday

Cloud

SAS

Outlook

Software Testing

Microsoft Office

Microsoft Word

Microsoft Excel

Teams

Wastebits

System Applications & Products - (SAP)

PowerPoint

Showpad

Hub Connect

Beeline

Zoom

ADDITIONAL EXPERIENCE

Customer Service Representative

RightCycle Coordinator

Technical Software Support

Product Support

Data Manager

Trainer (employee's)

Quality Assurance Testing

Business Acceptance Testing

CERTIFICATION/TRAINING

Dealing with Difficult People Consideration/Managing Against Odds

Mercury Interactive 6.0 (WinRunner)

Agile Testing,

Cloud Development.

EDUCATION

Schoolcraft College/No Degree

Business Management Courses

EXECUTIVE SUMMARY

Customer Support Specialist with over 25 years of experience in Software Testing, Data Management, Customer Service, Product Support and Quality Assurance Testing. Skilled at developing and implementing effective operational development strategies to improve problem solving solutions. Effectively collaborates with Developers and internal teams to improve customer satisfaction and support strategies to maximize productivity and efficiency.

PROFESSIONAL EXPERIENCE

KIMBERLY CLARK ROSWELL, GA Technical Support Specialist III

RightCycle Coordinator

Highlights:

Manage day to day interactions with active and new RightCycle customers.

Connect customers to their local KCP sales representatives or assist new customers in assigning a representative.

Answer program and system related questions, onboard new customer enrollments and train new & existing customers on Wastebits.

Present RightCycle program content during customer presentations to help them understand processes associated with the program.

Problem-solve customer logistic challenges.

Schedule and facilitate monthly recycling and sortation partner calls to ensure on-time processing, review setbacks, review new account questions.

Manage metric reports monthly; Quarterly reporting to customers; Account reporting as requested throughout the year; Maintain dashboard

Create and manage distribution of annual Greenovation awards; to include data analysis.

Understanding of KCP PPE product quality and packaging systems to reference product details for qualifying new products for recycling, evaluate packaging changes to support global sustainability goals.

Support program project work associated with RightCycle expansion.

IBM - WATSON HEALTH Ann Arbor, MI (formally Truven Health Analytics

Truven Health 10/2014 – IBM 1/2017

Technical Support Specialist

Highlights:

Develop processes and procedures to assist with onboarding new employees and ensure all requests are processed with highest level of consistency.

Designed process to ensure customer data is transferred with high level security and achieve 99% accuracy.

Process access request (Grant/Remove) for internal employees and handle analytic inquiries.

Support customers with analyzing reports to increase product knowledge.

Answered calls for technical assistance and general inquiries.

Processed quarterly audits

Processed Bi-Annual Audits

Data Management

Highlights:

Utilized mainstream data management software tools such as TREX, Oracle, Salesforce, Workday, ServiceNow, Ad-Hoc Report Writer, Cognos and Data Probe.

Addressed client requirements through building proof-of-concept solutions with data management technology and architecting data management.

Collaborated with Engineer Manager to ensure operating procedure compliance.

Developed quality assurance specifications to ensure parts met quality standards.

EBERSPAECHER Novi, MI

Engineer Assistant

Highlights:

Developed and implemented system operating procedures.

Wrote quality assurance specifications with lead Quality Engineer.

Ensure all parts achieved proper quality standards.

HANOVER INSURANCE GROUP Howell, MI

Senior Quality Assurance Analyst

Highlights:

Tested new systems, System changes and trained onsite staff.

Trained offshore staff on products, systems and created supporting training documents.

Utilized Quality Center and SharePoint to maintain project specifications.

Collaborated Global Teams to utilize sourcing partners and application vendors.

Developed scripts (utilizing WinRunner) to ensure quality test cases were being implemented.

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