Customer Service, IT, Finance
Resume:
Khady Thiero
Fintech Enthusiast
Atlanta, Georgia Greenville, SC
*********@*******.***
EXPERIENCE
BMW Group, Greenville, SC — Financial & Strategic Product June 2024 - PRESENT
● Worked with Sage Intacct to enhance financial workflows, implement system upgrades, and integrate new functionalities for improved data accuracy and reporting efficiency.
● Worked on process enhancements and ERP system improvements, collaborating with internal teams and supporting audits.
● Utilized advanced Excel skills, including Pivot Tables and VLOOKUP, to conduct detailed financial analysis, track billing trends, and improve month-end reporting accuracy.
● Gained hands-on experience in the SaaS and FinTech industries, where I adapted billing practices to meet unique financial models and customer needs.
● Integrate APIs to streamline data flow between financial and project management systems
● Develop and maintain financial models to support strategic decision-making
● Leveraged Oracle APEX to improve efficiency and visibility in the position approval workflow
● Assist in preparing financial presentations and reports for senior management BMW Group, Greenville, SC — IT Communications & Graphic Design Intern August 2023 - May 2024
● Participated in end-to-end systems analysis and software development lifecycle (SDLC) activities for internal and client-based projects.
● Collaborated with business units to identify pain points and implemented tailored solutions that improved key performance metrics.
● Facilitated cross-departmental workshops to gather and refine business requirements, resulting in more efficient documentation and fewer change requests.
● Assisted in the deployment and post-implementation support of new features, ensuring they met user expectations and compliance standards. Century Consulting Group, Dakar, Senegal — IT Consulting Intern June 2022 - March 2023
● Delivered end-user support for cloud-based invoicing and billing software, resolving technical and functional issues within defined SLAs.
● Educated customers on best practices and provided proactive tips to enhance platform usage and satisfaction.
● Tracked case trends and escalated systemic issues to product teams for deeper analysis.
● Used Salesforce to manage customer interactions and maintain detailed records.
● Participated in weekend support rotations and handled critical after-hours requests with urgency and professionalism.
●
Encore Technologies, Cincinnati, Ohio — Technical Support Analyst June 2021 - June 2022
● Provided Tier I & II support to clients using cloud-based financial and ERP systems, handling 30+ cases daily across chat, phone, and support portal.
● Troubleshot software functionality issues, configuration errors, and accounting-related questions using both internal tools and independent research.
● Managed case lifecycle from initial contact through resolution, meeting all SLA requirements.
● Logged accurate and detailed case notes for every customer interaction, aiding in future diagnostics and documentation.
● Collaborated with engineering and product teams on escalated issues, ensuring customer expectations were clearly communicated and met.
● Contributed to internal knowledge base, creating how-to guides and troubleshooting articles to improve case resolution speed.
EDUCATION
University of Cincinnati,
Cincinnati, OH — Bachelor’s of
Science
August 2019 - April 2024
Major: Information Technology with a focus
in Cybersecurity
Cyber@UC Club member
Projects & Research:
● Built a home lab using a
VirtualBOX/VMWare to practice
penetration testing.
● Researched and documented common
cybersecurity threats using MTTRE
ATT&CK
● During internship, I developed security
awareness training for non-technical
users at the company.
● As a senior capstone project, I
developed the Vulnerability Tester, a
comprehensive security assessment
tool designed to
● identify and analyze potential
vulnerabilities in computer systems,
networks, and web applications.
Skills
● Case Management & Troubleshooting
● ERP/Financial Software Support
● Customer Communication &
Relationship Management
● Cloud Application Support
● Accounting & Business Operations
Knowledge
● Technical Research & Escalation
● Knowledge Base Documentation
● CRM Tools (Salesforce)
● Cross-Functional Collaboration
● Time Management & Multitasking
● Sage Intacct, QuickBooks, NetSuite (
● Salesforce CRM
● SQL
● Microsoft Office Suite
● Cloud-Based Application Support
● Web/Internet Technology Fundamental
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