John Falcone
Software Implementation Specialist at V-Technologies- Claim this Profile
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English Native or bilingual proficiency
Topline Score
Bio
Credentials
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AccessData Certified Examiner v6
AccessDataJun, 2019- Nov, 2024 -
Live Training (CEU/PDH)
IEEE
Experience
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V-Technologies
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United States
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Software Development
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1 - 100 Employee
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Software Implementation Specialist
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Oct 2021 - Present
• Coordinated with companies on complete integrations with software consisting of an introductory meeting, onboarding calls, configuration calls, testing calls, training calls, UAT work, and post-go live calls.• Balanced 15-30 projects concurrently, always taking on additional work as necessary.• Completed 150 projects with customers including upgrades, migrations, new installations, and SaaS deployments. • Trained hundreds of shippers, warehouse managers, and technical resources on utilizing our software for their daily needs helping them get accommodated to the software quicker. • Analyzed software alongside the support team and QA for reporting any defects discovered during implementations. • Facilitated conversations with customers and their IT sources for keeping everyone posted on the implementation status. Show less
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Software Support Specialist
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Jul 2020 - Oct 2021
• Troubleshooted software issues encountered by end-users ranging from enterprise resource planning softwares, shipping peripherals, carrier interface connections, and software bugs.• Learned enterprise resource planning software integrated with our software including Sage 100, Quickbooks, Dynamics GP, and Acumatica. • Resolved 90% of 2,000+ cases within 30 days for getting customers back shipping promptly. • Micromanaged receiving inbound calls, scheduling outbound calls, and assisting with support emails through-out the day minimizing downtime in the queue. • Gathered logs for creating defects and reported them to QA for resolving software bugs.• Assisted fellow co-workers in the Sales department with technical issues in their sandbox environment preventing them from running into problems during demo calls. Show less
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Sacred Heart University
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United States
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Higher Education
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700 & Above Employee
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Technical Support Services Graduate Assistant
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Jul 2018 - Dec 2019
• Managed ticket queue for remote IT locations getting issues resolved 2 hours faster.• Supervised Level 1 IT support technicians providing readily available assistance for persisting issues. • Helped guide over 10 different Level 1 technicians through remote sessions in the call center. • Communicated directly with other IT branches for resolving specific incidents. • Learned various Audio/Visual, Telecom, and Networking procedures for directly resolving over 50 tickets without needing an on-site from another IT branch. • Selected for an Emerging Technology Initiative panel for pitching upcoming technologies to the university’s IT director. Show less
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Level 1 IT Support Technician
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Jul 2017 - Jul 2018
• Troubleshooted technology problems experienced by students, staff, and faculty through-out the entire campus. • Received inbound calls and performed outbound calls in a call center environment. • Monitored help desk offering quality customer service for all clients. • Requested by staff and consulted by fellow Level 1 technicians for resolving issues including the procedure for connecting Macs to an office printer after they got updated from RICOH to Canon. • Demonstrated initiative by voluntarily completing any call backs in the queue when on shift. • Selected by managers for pitching Safeware insurance to over 200 parents of incoming college freshman. • Created over 1,000 comprehensive tickets for incidents documented at the help desk and call center. Show less
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Sacred Heart University
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United States
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Higher Education
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700 & Above Employee
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Scribe Learning Assistant
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Feb 2016 - May 2017
• Organized and processed information received from a professor into coherent notes for students with disabilities. • Utilized Microsoft Word for recreating diagrams, tables, and other charts and Microsoft Outlook for communicating with the student and the Special Learning Services.• Compiled information from faculty institute meetings into notes outlying a basic summary of the faculty institute session.
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Certified Learning Assistant
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Jan 2015 - May 2017
• Dedicated over 100 hours mentoring students in C# & C++ Programming, Discrete Mathematics, and Psychology.• Assisted several students struggling in courses with their grade average increasing by at least a single letter grade. • Taught up to three students simultaneously letting them collaborate while also offering individual guidance.
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Eastern Account System, Inc.
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United States
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Financial Services
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100 - 200 Employee
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Customer Service Representative
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May 2016 - Aug 2016
• Assisted over fifty customers daily with their overdue accounts earning $4,000 dollars daily for the company. • Mastered various software needed for checking a customer’s account, explaining their bill, and restoring service. • Assisted over fifty customers daily with their overdue accounts earning $4,000 dollars daily for the company. • Mastered various software needed for checking a customer’s account, explaining their bill, and restoring service.
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Education
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2018 - 2020
Sacred Heart University
Master of Science - MS, Cybersecurity -
2014 - 2018
Sacred Heart University
Bachelor of Science - BS, Computer Science
Community
