Customer Service Project

PATRICE U. MASON

P.O. Box ***** Redford, MI ***** Email: *******.*.*****@*****.*** Phone: 313-***-****

PROFESSIONAL SUMMARY

• Dedicated IT Technical expert with over 10 years experience in the Technology arena.

• Results oriented customer service professional.

• Excellent problem solving, communication, and organizational skills.

• Critical thinker. Able to analyze data and formulate process improvements

• Strong communication skills. Comfortable interacting at all organizational and cultural levels.

• Successfully achieved individual goals and served as an effective team member as well as team leader.

TECHNICAL SKILLS

MS OFFICE SUITE 97-2010, MS PROJECT, PeopleSoft (v7.5, v8.0, v8.4, v9.0,), Enterprise HRMS, Windows NT, Citrix, Lotus Notes, IMPROMPTU Reporting, Crystal Reporting, SOX, Windows 95/98/2000/XP, UNIX, Microsoft Visio, Microsoft SharePoint, Ariba, Ford Proprietary – DORF, GIRS, RMS, eTracker and iGrafx, Pfizer Proprietary – Softshoe, DTE Proprietary – Vista Plus, EPIC, CSB and Power Track, ADP Proprietary – Clarify and AHS Dashboard, OnStar Proprietary – GRS, e-Dacor and Olpimic

PROFESSIONAL EXPERIENCE

ALITE Travel Group, Redford, MI Jan 2010 – Present

Owner

• Own and manage business, which provides leisure and business travel.

• Develop and design ALITE Travel website www.alitetravel.com

• Built up relationships with vendors and customers.

• Networking and Promoting my travel business.

• Manage all features of business, including client service, sales, buying, accountings and marketing.

OnStar, Detroit, MI (Contracted through Bartech Group) Feb 2007 – June 2009

Information System and Service (IS&S) Business Analyst

• Prepared, analyze and select methods of presenting various financial data in access and excel format.

• Process and track purchase order request (2207’s) for hardware, maintenance, software and etc.

• Coordinated with project coordinators and project managers to ensure those purchase order requests (2207’s) are process accordingly.

• Analyzed and track request through the GRS (Global Request System) for GSC’s (Global Service Contracts).

• Provided internal and external financial analysis.

• Verified funding forecast for various purchase order requests.

• Solved problems and develop new method of analysis.

• Maintained and reviewed supplier’s contracts.

• Performed SQL Queries for reporting.

• Provided internal and/or external financial analysis, consultation and decision support.

• Monitor and audit reports to ensure accuracy.

• Managed the daily operations of the GRS system for the OnStar customers to ensure service levels are being met.

• Managed and implemented project schedule and time lines in MS Project.

• Developed and present data to other departments of the IS&S organization.

• Identified, scheduled and obtained resource commitment for inter-departmental projects.

• Coordinated quarterly ITSR (Information Technology Service Request) refinement and software renewals.

• Responsible for working with users to define and document system requirements.

• Conducted and track software renewal audits stored in ACCESS database.

• Interpreted and administrated financial procedures and principles.

• Provided weekly and monthly reports to executive management in excel format.

• Prepared change controls for GSC 26.

• Ensured all agreements and contracts are in place with OnStar primary suppliers.

• Documented Change Management forms and request in the SharePoint document library.

• Implemented various weekly and monthly reports in ACCESS database reporting systems.

Information System and Service (IS&S) GRS Administrator –

• Provided end user access for OnStar and contract resources into the GRS (Global Request System) system a web-base application.

• Created training materials in PowerPoint for new end users.

• Conducted end user access audits and authorizations for GRS.

• Coordinated annual GRS access audit.

• Defined the roles and privileges for each person in the Borgs.

ADP, Southfield, MI (Contracted through TEK Systems) June 2006 – Feb 2007

Application Custom Support (ACS) Business Analyst

• Facilitated and manage overall ACS custom programming and AutoPay/Autolink activities for vendors and offshore assignments.

• Responsible for working with users to define and document system requirements.

• Organized and schedule custom programs to migrate into production, assignments, timeline, budgets and quality.

• Facilitated issue resolutions, working the client and tracking

• Coordinated training on ACS standards, policies and procedures for clients.

• Ensured all work products assigned are delivered according to the schedule deadlines, standards, processes, quality expectations and project budget.

• Work closely with ACS Contact Administrator to provide status on vendor compliance with quality measures, contract term, invoice vs. actual hours consumed.

• Created and maintained project deadlines and schedules in MS Project.

• Preparing process and data models, prioritizing system functionality based on requirements, conducting test activities, and designing screens and reports.

• Develops and executes formal test plans to ensure the delivery of quality software applications.

• Provided security access in Enterprise HRMS (PeopleSoft) for vendors to access client’s database.

• Coordinated quality reviews of deliverables, using use cases analysis, code and test results.

• Ensured custom panels was set-up including AutoPay/Autolink in Enterprise HRMS (PeopleSoft) for clients to review.

• Provided assistance CQA for clients in the development and testing environment of Enterprise HRMS (PeopleSoft) for their custom programs and AutoPay/Autolink.

• Modified Change Management to requirements using use cases specifications per request from clients.

• Analyzed and track resource availability and provide assistance with ACS forecasting activities in access and excel format.

DTE, Southfield, MI (Contracted through Bartech Group) June 2005 – June 2006

Gas Meter Shop Business Analyst

• Monitors tested meters to ensure compliance with MPSC requirements.

• Organized and scheduled daily work for meter tech.

• Analyzed and Troubleshoot root cause of Intest equipment when not operating.

• Ensured equipment performance is performed as planned and maintenance is addressed timely (includes meter testing equipment performs to specification).

• Provided leadership in absence of supervisor.

• Performed ISO 9001 Coordinator responsibilities as defined in standard and procedure.

• Analyzes complex meter data, perform technical analysis and prepares performance measurement charts and graphs.

• Coordinated and perform audits for Sarbanes Oxley (SOX).

• Ensured and monitored environmental conditions for testing.

• Ensured that all customer requests are addressed timely.

• Performed accuracy testing, refurbishing, and maintenance inspection of natural gas meters.

• Implemented weekly and monthly reports in crystal and epic reporting systems.

• Maintained and tracked Gas Meter Shop employees time and labor into PeopleSoft

• Updated meter test results in Power Track.

• Tracked employee’s attendance and approve exceptions within established guidelines.

• Planned and monitored operations and maintenance budget for tools and meter parts to deliver meter repair needs.

Ford Motor Company, Dearborn, MI (Contracted through TAC Automotive) July 2004 – May 2005

DORF Business Analyst

• Provided end user access for Ford and agency resources to the DORF time keeping system a web-base application.

• Coordinated end user testing for the DORF system.

• Managed the daily operations of the DORF system for the ADS customers to ensure service levels are being met.

• Resolved all issues through eTracker tracking system where DORFHELP tickets are logged.

• Monitored the DORFHELP open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.

• Analyzed, determine, and document requirements using use cases specifications in terms of system management needs and implemented them.

• Uploaded SOW's projects into DORF.

• Implemented hourly rates for Ford agency resources.

• Verified SOW's approved pre/post Apollo amount for ADS projects in the workflow tool.

Resource Management Systems (RMS) Business Analyst

• Provided end user access for Ford and agency resources to the RMS time keeping in a PeopleSoft application.

• Managed the daily operations of the RMS (PeopleSoft) for the ADS customers to ensure service levels are being met.

• Resolved all issues through eTracker tracking system where RMS tickets are logged.

• Monitored the RMSHELP open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.

• Analyzed, determine, and document requirements using use cases specifications in terms of system management needs and implemented them.

• Maintained and tracked time and labor for contractors and vendors in PeopleSoft.

• Coordinated and implemented changes to the organizational structure for ADS customers.

• Implemented reports for management as requested in access and excel format.

• Performed SQL Queries for reporting.

• Coordinated and implemented changes to training procedures defined by next level support.

• Implemented business process flows for the configuration of the DORF system.

PFIZER, Ann Arbor, MI June 2001 – Nov 2003

PeopleSoft System Specialist/Recruiting Assistant

• Sole site provider performing PeopleSoft Data entry for over 2,600 colleagues– new hires, promotions, transfers, etc for the organization.

• Implemented new procedures, new hire packets and paperwork for recruiters and HR generalist.

• Updated I-9 files for Visa information, new hires, transfers and terminated colleagues.

• Created and managed files for terminations, short and long term disabilities.

• Served as backup support to other Recruiting teams within the satellite offices.

• Worked with colleagues across the site to coordinate and implement best practices in the recruiting

process as to promote continuity throughout the campus and the satellite offices.

• Performed exit interviews and processed change of employee status.

• Created training materials for new hires in a PowerPoint presentation.

• Performed SQL Queries for reporting.

• Managed access database for tracking cost per hire and headcount budget.

• Implemented human resources monthly reports for department heads upon the request in excel format.

• Managed background checks and drug screens.

• Updated personnel and recruiting files.

• Organized and scheduled candidate's interviews with HR personnel.

• Managed Softshoe, a job recruiting database.

• Provided interview and new hire packets to potential candidates.

• Worked with other HR colleagues to create procedures to improve inter-departmental relationships and recruiting processes.

Ford Motor Company, Dearborn, MI (Contracted through MSX International) Feb 1999 – Jun 2001

Database Team (GHRDB) PeopleSoft System Administrator/Helpdesk Support

• Provided security access for the PeopleSoft and Citrix databases.

• Provided self-paced end user training for our US and Global customers.

• Produced and distributed SQL and Crystal systems reports.

• Updated US and Global employee information in PeopleSoft.

• Updated the Organization tree structure in PeopleSoft when requested.

• Troubleshoot problems through GIRS tracking system where helpdesk tickets were logged.

• Provided Help Desk support to users and maintain databases.

*Limited exposure to Business Objects applications.

EDUCATION

• Bachelors, Business Management, Cleary University, Ann Arbor, MI - 12/2009

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