Application Support Analyst

• Feb 2022 - Present

Support Analyst

• Sep 2020 - Present

Support Engineer

• Jan 2019 - Jan 2020

Security & Configuration monitoring for Workday. Identifying and troubleshooting changes in Workday. Providing weekly/bi-weekly updates on changes found to each client in my portfolio. Security & Configuration monitoring for Workday. Identifying and troubleshooting changes in Workday. Providing weekly/bi-weekly updates on changes found to each client in my portfolio.

Client Operations / Knowledge Manager

• Nov 2016 - Jan 2019

• Direct report to the Director of Operations• Develop automation for support efficiency• Improve communication between Support and Tech Services• Develop Training material and Troubleshooters• Guide Product Development• Create/Document Process and Procedure• Employee Onboarding – application accounts/access• Purchasing• Internal IT Support (Help Desk) for the entire company• Replicate and resolve application issues• Gather requirements • Application Administration• Knowledge Manager• Develop customer content for self service• SQL Queries• SaaS Support

Customer Success Manager/SME

• Jun 2015 - Apr 2016

Introducing Mobile Accounting in a Startup environment. Declarative Development. Troubleshooting design and configuration during the development processes. Salesforce Object customization and creation. Salesforce Administration. Integrating Salesforce Custom Objects with each other. Salesforce report customization and creation. Coaching the team on new features, Performing tasks of a Sales Engineer, Customizing the product to fit the customers needs, Create training materials, demonstrating the product to customers and colleagues, Developing and managing the Knowledge Base, Training Knowledge Management and Content Standards. Collaborating with Sales and Service. Customer training. Employee Training. Develop and deploy customer training webinars.Global Travel for Colleague training. Debug Mobile Apps. SaaS, PaaS. DMS Experience. Nominated for the role of Safety Officer. I am always striving to learn something new.

Customer Support Analyst

• Nov 2011 - Jun 2015

Technical Support for Sage 50 Accounting Software. Assist customers with installing/uninstalling software, trouble shooting problems with the software, and assist customers in understanding how the software works. Knowledge Base Management, Document Creation, Document Publishing, and Document Creation Coaching, KCS Content Standards Coaching. CSI Certified KCS Publisher. Cross trained in US and Canadian Accounting Software. Technical Writer. Networking. Accounting audit. Financial Reports. Knowledge of Accrual based accounting. Budgets. Audit Trail reports. DMS Experience

Customer Support Analyst

• Nov 2011 - Jul 2013

Technical Support for Peachtree Accounting Software. Assist customers with installing/uninstalling software, trouble shooting problems with the software, and assist customers in understanding how the software works Technical Support for Peachtree Accounting Software. Assist customers with installing/uninstalling software, trouble shooting problems with the software, and assist customers in understanding how the software works

Assistant Manager

• May 2007 - Jun 2010

Store Manager

• Feb 2003 - Jan 2007

Reserve Deputy

• May 1998 - Dec 2000