Customer Support & ERP Specialist Resume

Precious Gemma

*****************@*****.*** 872-***-****

Professional Summary

Highly motivated and detail-oriented Customer Support Representative with experience in technical troubleshooting, ERP support, and client relations across finance, IT, and cyber security sectors. Adept at resolving complex customer issues, providing functional and technical assistance, and maintaining high levels of client or customer satisfaction. Demonstrates strong communication, analytical thinking, and problem-solving skills with a proven record of delivering efficient, customer-focused solutions in fast-paced environments.

Core Skills

• Customer Service & Technical Support

• Microsoft Dynamics 365 / ERP Systems

• Ticket Resolution & Issue Escalation

• Process Improvement & Documentation

• SQL, Power BI, and Data Analytics

• Cybersecurity Awareness & Compliance (HIPAA, HITECH)

• Problem-Solving & Root Cause Analysis

• Communication & Stakeholder Engagement

• UAT, Troubleshooting, and End-User Training

• Team Collaboration in Agile Environments

Professional Experience

Customer Support & Functional ERP Specialist

Insight-Tech Synergy Consulting — Oct 2022 – Present

• Provided end-user support for Microsoft Dynamics 365 Finance & Operations, handling customer queries and resolving system-related issues.

• Led Fit-Gap analysis workshops and developed documentation to enhance system usability and customer satisfaction.

• Delivered training sessions and guidance to users, ensuring effective adoption of ERP modules.

• Collaborated with IT and finance teams to troubleshoot workflow, procurement, and accounts payable challenges.

• Maintained a 95% issue-resolution rate through proactive communication and timely follow-ups.

Technical Support Analyst

CSI Companies — July 2022 – Oct 2022

• Delivered high-quality technical support to healthcare clients, ensuring compliance with HIPAA/HITECH regulations.

• Diagnosed and resolved client-reported system issues, escalating unresolved incidents to senior engineers as needed.

• Created documentation and reports on customer interactions, improving process consistency.

• Participated in disaster recovery planning and security response management.

Grievance and Appeal Analyst / Customer Support Specialist

TTEC — Oct 2020 – Aug 2022

• Managed and resolved over 75 complex customer and insurance-related cases weekly.

• Responded to escalations with professionalism, achieving a 94% resolution rate.

• Provided technical guidance and clear communication to customers regarding billing and claims systems.

• Collaborated with cross-functional teams to streamline customer support processes and enhance service delivery.

Education

Western Governors University

Bachelor of Science – Cybersecurity and Information Assurance

Certifications

• CompTIA Security+

• Power BI Fundamentals

• SQL for Data Analysis

• HIPAA Compliance Training

• Dynamics 365 (Finance/ERP) Certification (in view)

• Active Secret Clearance (DoD)

Key Strengths

• Excellent interpersonal and communication skills

• Proven ability to handle high-volume customer inquiries efficiently

• Strong technical and analytical mindset

• Dedicated to continuous learning and professional growth

Additional Skills

• Project Management

• Staff Management

• Training and mentoring

• Priority management

• Technical issues analysis

• Desktop support

• Software diagnosis

• MS Office

• AR/AP

• QuickBooks expert

• TCP/IP

• Reporting Requirements

• Schedule Management

• Resource Allocation

• Incident Management

• Resource Management

• Schedule Coordination

• Network Administration

• Performance Improvements

• Software Development

• Documentation requirements

• Customer Support

• Business Analysis

• Hardware troubleshooting

• Network configuration

• Helpdesk administration

• Presentations and public speaking

• Business Process Analysis

• User Training

• Client Needs Assessment

• Presentation Development

• Technical consulting

• Application support

• API Development

• Interdepartmental contact

• Customer proposals

• Client Relationship Building

• Mobile Application Development

• Internal Communications

• IT Infrastructure Planning

• Strategic Planning

• Enterprise Architecture

• Quality Assurance Testing

• Information Security

• Virtualization Technologies

• Cost Estimates

• Technical Guidance

• Performance Analysis

• Data Analysis

• Solutions-focused sales

• Best Practice Design

• Enterprise software implementation

• Machine Learning

• Requirements Gathering

• Systems Analysis

• Cybersecurity

• Competitive benchmarking

• Helpdesk support

• Software integration

• Project Planning

• Analytics

• Schedule Preparation

• Hand and Power Tool Operation

• Process Automation

• Test Automation

• Change Management

• Employee Safety Training

• Performance Evaluations

• Tool and Parts Inventory Oversight

• Team Collaboration

• Worker Training

• Repair Requirements Determination

• Hydraulic Press Operation

• Corrective Action Implementation

• Cross-Functional Collaboration

• Materials and Labor Costing

• Visual Inspection

• Assignment Delegation

• Supply Requisition

• Safety Compliance

• Tools and Equipment Maintenance

• Accident and Injury Investigation

• Personnel Management

• Decision-Making

• Policy and Procedure Writing

• Standards Conformance

• Job Prioritizing

• Skilled Maintenance and Repair

• Specifications Interpretation

• Vendor Relationship Management

• Personnel Skill Assessments

• Multitasking Abilities

• Computerized Maintenance Management

• Adaptability and Flexibility

• Report Preparation

• Work Estimation

• Outside Contractor Oversight

• Customer Relations

• Analytical and Critical Thinking

• Work Area Inspection

• Problem-Solving

• Data Entry and Analysis

• Active Listening

• Professionalism

• Professional Demeanor

• Interpersonal Skills

• Written Communication

• CAD Software

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