Customer Service Project Management

Michelle W. Balyeat

**** ****** ******, *******, ** • 517-***-**** • *******************@*****.***

AREAS OF EXPERTISE

●Microsoft Office

●Computer Hardware & Software Essentials

●SAP Trainer and Super User

●Reporting, SLA's, and Metrics

●Enterprise Manager

●SAP Software Implementation & Documentation

●Application Testing

Technical Document Writing

●WORK EXPERIENCE

Village Manor Assisted Living Facility, Onondaga, Michigan – Supervisor: Ryan McClain

●Rehabilitation Specialist December 2019 – March 2020

●Provide medically necessary and personal care to persons with disabilities, mental illness or co-occurring diagnosis

Dart Container Corporation, Mason, Michigan – Supervisor: Doug Merrill

●Master Data Specialist November 2014 to January 2017

●Enforce established data standards and guidelines

●Work with cross-functional teams to gather required information to maintain data within SAP and complete tasks

●Assist with Go-Live rollouts by running reports, initiating data cleanses and assist in the coordination of implementation

●Created procedural documentation for Master Data Team, Find and document IT Solutions for plants and warehouses

Dart Container Corporation, Mason, Michigan – Supervisor: Judy Ley-Boertmen

●HelpDesk Specialist II May 2013 to November 2014

●Handled incoming help requests from end users via telephone and e-mail in a courteous manner

●Prioritized and scheduled problems, escalating problems to the appropriately experienced support staff member

●Collaborated with staff to collect and interpret technical information, ensured confidentiality of sensitive information

●Recorded, tracked and documented the HelpDesk request problem-solving process

●Assist the System Admin Team in maintaining our system infrastructure, including firewalls, testing computer equipment, backing up databases, installing and updating malware software, installing/mirroring software

State of Michigan Center for Shared Solutions, Lansing, Michigan – Supervisor: Krisanne McConnell

●Project Management Student Assistant April 2010 to May 2013

●Lead Appplication Tester and Assisted in project management documentation and client meetings

●Created SUITE Methodology documents, Tracked projects in Changepoint

Agate Software, Inc., Okemos, Michigan

●Configuration Specialist/HelpDesk Manager/Application Tester September 2006 to March 2010

●Configured Intelligrants to meet client specs, created and edited PDF's, created and tested new configurations

●Handled client IT issues, created software, knowledge base, implemented, designed and managed Help Desk and staff

●EDUCATION

●Bachelors in Technical Management/Project Management: DeVry University, In Progress

●Associates in Business/Computer Database Specialist: Lansing Community College, 2012

●A+ Certification: New Horizons Computer Learning Center, 2005

●Certificate of Achievement in Project Management – State of Michigan

●CPR/Med Training

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