Software support
Resume:
KEVIN COOPER
YARDI ADMINISTRATOR
CLAYTON, NC 27527
***********@*****.***
OBJECTIVE
To utilize my Yardi software experience to both share knowledge and absorb new knowledge as a valuable asset in a new position.
SKILLS & ABILITIES
Skilled in communication both written and verbal, reading and interpreting reports to find possible issues, testing to include functionality of implementations, coaching users on functionality of Yardi products as well as ways to improve productivity, provide suggestions to programming for ways to improve software, organization of my schedule to make the most impact on important tasks.
EXPERIENCE
Sept 2023 - Present Yardi Senior Living Administrator
Bridge Investment Group
Create new users in Yardi One as well as Voyager CRM and EHR. Solve issues that arise in the day-to-day use of Yardi Voyager and EHR. Submit cases to Yardi when needed. Test new release versions, transition new properties and disposition sold properties. Lead a Yardi committee meeting bi-weekly to give updates on projects to the corporate leaders of the company. Adhere to SOX policies for the company.
May 2022 – July 2023 Yardi Administrator
Veris Residential
Create new users in Yardi One. Set new users in groups and grant them privileges and program rights in Voyager. Turn on user access in CRM. Create schedules for amenities in CRM. Create and maintain IR workflows. Add new users to Yardi marketplace when needed. Communicate with end users when issues arise. Submit cases to Yardi through Client Central when needed. When users are terminated, I ensure that all access to Yardi and the Yardi suite is turned off. Attend meetings through Zoom and Microsoft Teams. Add items to look up lists when needed. Teach end users tasks that they can perform on their own. Pull tickets from the CRM queue (Kaseya). Test solutions to issues in a test database before they are loaded to the live database. Add G/L codes to different Expense types. Set contacts at properties for their role in workflows. Set cost of different charges on move ins, move outs and applications. Reset move in calendars when needed.
May 2020 – May 2022 Yardi Support Freelance Contractor
Self Employed
Using various clients Voyager databases, I would access their version of Voyager to clean up amenities, rentable items, user’s profiles, etc.
Nov 2018 – May 2020 Yardi Support Specialist
Tribute Properties
Receive emails through a CRM and phone calls for support issues with Yardi Voyager. Use Yardi Voyager 7S and Rent Cafe to investigate issues. Support includes Construction, Check Scan, Pay Scan, Rent Cafe and core Yardi Voyager 7S. Escalate issues to Yardi as needed. Follow up with users about issues and clarify findings and how the issue was resolved. Have a weekly scrum meeting with Yardi to address outstanding issues. Use Yardi Client Central to download packages to repair issues within Yardi Voyager 7S. Use a Yardi Voyager 7S test database to test fixes before implementing them into our Yardi Voyager 7S live database. Train end users on how to best utilize Yardi Voyager. Daily discussions with the director of IT and the corporate controller. Meet with Property Management VP weekly to discuss amenities and Yardi issues.
Nov 2016 – Nov 2018 Yardi Support Associate
Progress Residential
Receive tickets/emails from Help Scout (CRM). Use Yardi Voyager 7S or Rent Cafe to solve the user's issue(s). Use SQL reports in Voyager 7S to rectify some issues. Escalate issue to Yardi through cases if warranted (use all available resources before doing so, ie: old tickets, senior employees). Enter in homes daily through preparing, modifying and maintaining new home information for ETL to be entered into Rent Cafe and configured by Yardi. Update leasing specialists at almost 30,000 homes three times a week. Update pool fees once a week. Communicate technical fixes to non-technical end users in a way they can understand. As a remote employee I had to update my supervisors on pressing issues through weekly scrum meetings. Implementation testing to assure new or new versions of software had the correct functionality. Train end users on how to best utilize Yardi Voyager and Rent Café. Used MS Office to document difficult issues, create power point presentations for training and excel to create spreadsheets for pertinent information.
Sept 2011 – May 2016 Yardi Helpdesk Analyst
Yardi Systems
Receive tickets via ticketing system (yCRM - an in-house CRM for Yardi) or through phone support. Use the end users Yardi Voyager database to make changes as needed for their software to function properly. Prepare monthly reports to be sent to clients on the issues they had to contact the help desk for. Respond to customers using email or telephone contact. Document all activities with end users and work performed to correct an issue. Escalate issues to the appropriate specialist or special team if I was unable to correct the issue. Use company resources (history of previous issues that were resolved, other employees, etc.) to assist in solving issues. Support Voyager 6.0, 7.0 and 7S as well as Pay Scan, Check Scan, Rent Cafe, and Resident Screening. Assist with accounting by setting up lease charges, ending lease charges, creating zero-dollar receipts, etc. Set up workflows for Purchase Orders and Invoice Registers as well as place employees in the proper positions to be approvers at one or more properties. Train end users on how to best utilize Yardi Voyager.
EDUCATION
2016 - 2017 Business Analytics
Wake Technical College
Did not complete studies.
1990 Wilson High School (Florence, SC)
High School Diploma
ADDITIONAL SKILLS
Yardi Voyager skills include, but not limited to: deleting charges and receipts, granting and setting
permissions for users and user groups, rebuilding workflow approvers, chart of accounts and
occupancy, creating workflows, creating and approving renewals when needed, delete approved
renewal batches when needed, using a test database to test issues and resolutions, changing and
setting amenities and their prices, merge vendors in vendor cafe, setting up users and inactivating
users, delete purchase orders and invoice registers when needed, adjust lease end when needed,
creating access to procure to pay, troubleshoot issues in Yardi Voyager, have worked with and
supported Voyager 6.0, 7 and 7S. Soft skills include, but are not limited to: assisting internal and external
users, train end-users, use Yardi Client Central to download packages to fix an issue in the
database, document all issues encountered and the steps taken to correct them.
REFERENCES
Personal and professional are available upon request
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