Solution Consultant

• Feb 2023 - Present

• Design the solution best fit for the customer requirement leveraging Industry Best Practices. • Consult with customers on system configuration, industry specific features and system processes and procedures. • Collect, analyze, validate and document business requirements necessary for a successful implementation. • Prepare functional and technical solution designs documents and configure and deliver the solution to the customer. • Assist with testing phase, providing guidance and assistance to the customer. • Identify processes, requirement dependencies and eliminate redundancies. • Work with team members to align with project milestones and ensure timely delivery. • Manages escalated customer tickets from Applications Consultant and other Solutions Consultants in a timely and effective manner. • Acts a Customer Success Manager for UKG only customers to include assisting with upselling UKG modules and PCT services. • Supervise less experienced staff or project team. • Mentor and train other solutions consultants in the technical, project planning and implementation aspects of UKG application and its various modules.

Technical Support Analyst III

• Jun 2019 - Feb 2023

• Effectively troubleshoot, replicate and develop workarounds for system issues. •Deliver service packs upgrades, set up reports and develop custom solutions for all client server products. • Resolve single sign on (SSO) connectivity problems. • Gathers client’s database and environment variables and recreates client’s scenarios in an effort to resolve complex database issues. • Troubleshoot mobile app connectivity and access concerns • Maintain proper Integration or mappings between platforms. Resolve import errors by reviewing logs. • Resolve performance or database concerns by running SQL scripts via Microsoft SQL Server

Service support rep 2

• Jul 2018 - Jun 2019

• Respond to and resolve customer request via phone or remote access, relating to software, hardware and network operation difficulties. • Resolve a minimum of 12 Self Service Tickets per day. • Increased user’s productivity by educating and resolving their issues as quickly as possible. • Provide support for VPN access with the use of RSA tokens. • Increased the department’s productivity by updating the knowledge Management database with more efficient troubleshooting steps. • Manage accounts utilizing Active Directory • Used knowledge Management database to locate solutions to a problem.

Firefighter

• Jun 2012 - Jul 2018