Experience

TEAM Software

• United States
• Software Development
• 1 - 100 Employee

• Implementation Support Engineer

  • Sep 2020 - Present

  • Coordinate and perform client data migrations and data imports with the DevOps team.• Develop queries, scripts, reporting and other tools to add efficiencies and automation to the client onboarding processes.• Troubleshoot, research and resolve technical implementation issues. • Research, recreate, test, document and report issues to other departments as needed.• Develop SQL queries and scripts to proactively identify implementation/setup issues, as well as migrate and enhance client data.• Perform database backups/restores as requested by other Professional Services member to support client implementations and projects.• Work with clients and/or their authorized agents to integrate existing applications, processes and systems with the respective Company platforms.• Interview clients to understand their reporting and analytics needs, develop custom reporting requirements and work with other designated resources to develop queries, reports and dashboards.• Assist in developing operational procedures, protocols and standards for the department.

• Professional Services Implementation Specialist

  • May 2017 - Present

  • Analyze current software application usage and integration within client’s existing business practices• Evaluate client understanding of products and services obtained to maximize their level of adoption • Develop teaching outlines and instructional methods for customized training in various formats (including online, onsite, classroom lecture, demonstration, conferences, and workshops)• Engage clients through individualized ongoing training, support, and coaching to help them successfully integrate additional accounting-related features• Recommend effective strategies to ensure successful implementation and adoption of Company offerings• Review and revise training curriculum, methodology, and strategy to continually improve effectiveness

• Client Services Technical Analyst

  • Jun 2014 - Present

  •Deliver front-line phone and email support to customers that license the company’s primary accounting application and related products/services. •Assist clients with questions and issues related to payroll, job costing, accounts payable, accounts receivable, and other accounting areas. •Help clients work through individual software processes in order to better learn the applications, and integrate them into their existing business process flow. •Analyze clients’ financial reporting to identify general ledger reconciliation and balancing issues. •Perform all client installations, upgrades, and migrations as part of the 3-member Client Services Technical Team.•Setup/modify client accounts, applications, and additional services on the organization’s Software-as-a-Service (SaaS) platform.•Specialize in working with clients using available data mining tools, including SAP Web Intelligence (BI) and proprietary data querying tools.•Troubleshoot client connectivity/other technical issues for both online (SaaS) and premise-based clients, and work with clients to resolve them.•Assist clients with integrating the company’s applications to 3rd-party products/services, including applicant tracking, content management, document management, and website authentication.



Tigerpaw Software

• Training & Implementation Specialist

  • Feb 2007 - Jun 2014

  • Provide classroom training for both clients and internal employees. • Conduct webinars including, but not limited to: product sales demonstrations, Q & A sessions, client requested training and coaching/implementation services. • Write and/or consult on training materials and end-user documentation.• Provide consultation services and recommendations on software installation, implementation, business processes and best practices.

• Software Technical Support Specialist

  • Jun 2005 - Aug 2007

  •Worked in a dynamic environment handling help desk calls and emails for the Tigerpaw Business Suite business management software and other related applications.•Assisted customers with installation and upgrades of the software.•Performed analysis, troubleshooting and problem solving of application errors and similar items.•Escalated calls to Development and/or Technical Services that were beyond the normal scope of the help desk. •Documented service order tickets, software bugs, enhancement requests and other items as needed. •Trained customers in proper usage of the software and add-on utilities. •Assisted in the testing and documentation of software releases and service packs. •Performed SQL database setup and maintenance including installation, configuration, and optimization.•Prepared SQL queries and scripts as needed to retrieve and/or manipulate data.



Heartland Payment Systems

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Field Service Representative/Servicing Relationship Manager

  • Feb 2003 - Jun 2005

  •Supported all customers in the Midwest region, and other key locations, with their electronic payment processing related needs. •Installed or upgraded credit card terminals, point-of-sale systems, payment software, payment gateways, online shopping carts, and other related products/services. •Trained new and existing customers on new applications and upgrades. •Provided service and support for hardware, software, and systems experiencing issues or outages. •Maintained customer retention level of 90% or greater, while working as the sole service rep for a customer base of over 1,000 customers.