Implementation Consultant / Techincal Support
Resume:
Joseph M. Mills
Atlanta, GA 30316
******.*******@*****.***
Professional Summary:
Possesses a unique sense of innovation and resourcefulness with proficiency in devising original solutions to complex problems. Excellent research and analytical skills; investigates alternatives thoroughly, focusing on all relevant details. A hardworking team player with a strong work ethic.
Related Experience:
TimeLink International, Purchase, NY
Consultant (Jan 10-Jun 10)
Work closely with key users at client sites to define business and systems requirements for clients in the education and healthcare sectors
Design complex IVR business process diagrams and work with third party vendor Telliris to implement time tracking by phone
Upgrade and perform regression testing
Write preliminary statements of work in response to a potential client’s RFP
Subject matter expert for IVR and FMLA
Wrote a requirements document for FMLA that is used for all TimeLink implementations.
Troubleshoot issues related to time and attendance rule configuration
Ultimate Software, Atlanta, GA
Ultipro Time and Attendance (UTA) Product Specialist (Jan 07–Mar 09)
UTA is a licensed product from Infor known as Infor HCM and is used primarily as Software as a Service (SaaS) using Intersourcing Technology
Served as second line support for Implementation Consultants
Wrote SQL statements to correct corruption and research issues within the database
Researched and presented root cause analysis for clients on application and data related issues
Worked with clients across different industries to configure calculation group rules for shift differentials for hospitals, configured task scheduler to run reports for a major retail firm, and helped a baseball team schedule their entire season using dockets
Worked with Human Resource Directors, Executive Vice Presidents, and Controllers
Assigned 47 clients and kept track of each individual companies’ customizations
Analyzed and worked with client’s setup post-implementation to generate post-implementation revenue for new customizations and configuration changes plus reviewed documented configuration if client finds any irregularities.
Served as an afterhours support tech
Met with clients when they come for training at our office and I performed training via the web for clients
Documented defects and issue for development, plus created Knowledge Base entries for clients to use
Wrote and interpreted errors in payroll export code using XML
Analyzed and troubleshoot JAVA errors within web software and integration
ADP, Alpharetta, GA
National Account Services Consultant (Apr 04–Jan 07)
First two years serviced E-Time West Coast NAS Clients (1000+ employees) including several hospitals and nursing home conglomerates
Promoted to work on TimeSaver 3.0 Web which is used by mostly hotel and hospitality clients
Work with controllers, HR managers, and paymasters
Train and troubleshoot clients on scheduling, timecards, calculations, clock hardware/installation/network issues, software installation/networking/hosting, and payroll interfaces
Research and document problems within the program
Use Remote Desktop to access client’s computers for troubleshooting
Serve as an escalation point for Level I techs
Used SQL to correct corruption and research issues within the TimeSaver database
Trained clients on how to use different features of the software
Wrote a quarterly client newsletter that was sent nationwide (850 eTime clients) that gave guidance and basic troubleshooting tips
Kodak Dental Systems (PracticeWorks), Atlanta, GA
Softdent Technical Support Representative (Aug 02–Apr 04)
Softdent is a dental practice management software system
Worked closely with dentists and office administrators
Trained and troubleshoot issues with billing, charting, installing, insurance/benefit tracking, networking, prescriptions, reporting, and scheduling
Setup software and troubleshoot integration with voice recognition, e-imaging, and PracticeWorks Lights (Network Communication Module)
Setup insurance integration with ADA codes translating into medical codes and HIPPA requirements.
Helped research and document programming issues within the software
Served as an escalation point for Level 1 techs
Represented the company and meet with current and potential client at Dentist Expos
Education:
Bachelor of Business Administration –Business Information Systems (AACSB Accredited)
State University of West Georgia Carrollton, GA (May 2002)
SKILLS:
Software Experience:
Operating Systems - Windows 95, 98, NT, ME, 2000, XP, Vista, 7; Ubuntu Linux
Applications - MS Office 2007, Lotus Notes, Softdent, eTime, eTimesheet, Timesaver, Clarify, Clientel, Citrx, Ultipro Time and Attendance, GoToAssist, Avaya, Weblogic, Cognos, Salesforce, Timelink, Telliris IVR, Remote Desktop
Languages - SQL
Databases - ACCESS XP, Microsoft SQL Server
Certification - undamentals of Payroll (FPC)
Used SQL to correct issues with database tables and software corruption.
Proven ability in business process engineering.
Experience with servicing with clients directly and responding to their needs
Demonstrated capabilities to learn different software programs in multiple industries
Activities / Memberships:
Founder of the Theta Beta Chapter of Pi Kappa Phi Fraternity at University of West Georgia
Push America – A Foundation that helps people with physical and mental disabilities
Steven Covey Leadership Seminar Attendee
Volunteer for Special Olympics
Host for Joining Hearts - An organization the raises money for AID Atlanta and Jerusalem House (A housing provider for those who are homeless and HIV+)
REFERENCES:
Norbord Panels: Kathy Lamb - 334-***-**** (Client)
Ultimate Software: Debra Partridge: ***************@*****.*** (VP of Knowledge Management)
Ultimate Software: Ron Barnett – 678-***-**** (Co-worker at ADP and USG)
Ultimate Software: Michael Snyder – 404-***-**** (Trainer)
ADP: Joseph Green – 404-***-**** (Supervisor)
JustCircuit: Shane Rogers – 954-***-**** (Owner/Publisher)
Timelink: David Castleberry – 512-***-**** (Managing Consultant)
Contact this candidate