Experience

e-Emphasys Technologies
• United States
• Software Development
• 400 - 500 Employee
• Virtual Implementation Consultant

  • May 2023 - Present


CDK Global - Heavy Equipment

• Software Development
• 1 - 100 Employee

• Virtual Implementation Consultant

  • May 2011 - Present

  • Responsible for remote set-up of multiple PFW/ADP/CDK application sets (OEM interfaces) via virtual methods to maximize the dealership’s efficiency, profits, sales, productivity and revenue. • Logging/tracking/testing bugs and working closely with the Development Team, driving issues to resolution. • Responsible for upgrading and migrating iSeries AS/400 Customer Datasets. • Responsible for remote set-up of multiple PFW/ADP/CDK application sets (OEM interfaces) via virtual methods to maximize the dealership’s efficiency, profits, sales, productivity and revenue. • Logging/tracking/testing bugs and working closely with the Development Team, driving issues to resolution. • Responsible for upgrading and migrating iSeries AS/400 Customer Datasets.



ADP Canada (Dealer Services)

• Utilization & Training Consultant

  • Nov 2007 - Apr 2011

  • Involved in internal support, training and mentoring for other Installers and new employees. • Conducted webinars and on-site training sessions; modules include: Customer Care, Accounting, Reporting, Parts, Sales, Service, Rental, and OEM Interfaces. • Created internal documentation and also help notes/walkthroughs to be distributed on new installations. • Assisted Management in reports and various tasks. • Extensive travel throughout North America • Involved in internal support, training and mentoring for other Installers and new employees. • Conducted webinars and on-site training sessions; modules include: Customer Care, Accounting, Reporting, Parts, Sales, Service, Rental, and OEM Interfaces. • Created internal documentation and also help notes/walkthroughs to be distributed on new installations. • Assisted Management in reports and various tasks. • Extensive travel throughout North America



Teletech

• Denmark
• Appliances, Electrical, and Electronics Manufacturing

• Client Support Analyst

  • Mar 2005 - Oct 2007

  • Assisted customers with DSL based technical support and maintained top quality customer service at all times. • Provided basic to moderately complex support to internet users experiencing difficulties. • Consulted user guides, technical manuals and other documents to research and implement solutions. • Supported wireless home networking, high speed internet access, modems, routers, email clients and internet browsers. • Logged of calls from customers onto a database and followed escalation procedures to resolve problems or issues. • Handled inquires and customer complains by listening effectively to identify customers’ needs and assisted customer professionally with positive attitude. • Dealt with a variety of clients maintaining confidentiality and discretion. Show less



Microsoft Ireland (European Product Developement Center)

• Software Tester

  • May 2002 - Sep 2003

  • Worked closely with US team providing feedback on Globalization, Localizability and Localization issues. • Created, stored and installed images using Powerquest System Imaging Software. • Configured the test platform (including browser, firewall, antivirus, and proxy settings) for Win95, Win98, Win2K and WinXP. • Executed the localization and Quality Assurance testing for assigned projects. • Used automated tools to find broken links (Webwalk), truncations, duplicated and missing hotkeys (Rich 2.1). • Entered, resolved, transferred and closed bugs working in RAID and Product Studio Database. • Worked with off-site test vendor companies providing all information and tools required. • Tested the Feedback Tool, automated tool which pushes reported issues into RAID Database. • Performed demos for automated processes and provided support to improve test quality. • Worked with internal tools on test planning, global test kit and test cases development. • Imported test scenarios from the main database to create the sign-off sanity checks using the Sign Off Manager tool. • Had the weekly status report ownership published to the International Test Team. Show less