Production Support Software Technician

• May 2018 - Present

Senior Application Support

• Feb 2015 - Oct 2017

Support inbound Technical Support Team. Assist with the most challenging client issues. Worked with Corporate Support, resolving technical issues with WorkforceNow and PC Payroll for Windows, ADP Reporting, ADP Etime, and Payexpert.

Client Service Manager

• 2010 - Feb 2015

Assumed accountability and responsibility to meet or exceed center's performance goals, especially in areas of quality, client retention, productivity, and call management.• Interviewed and on-boarded new associates, providing accurate, specific and timely performance feedback, executing formal and informal recognition of associates, and initiating actions to promote positive morale and ADP as employer of choice.• Coached team through Knowledgepath Training, tracking each team member’s progress and assisting with troublesome areas, helping team work through problematic training modules.• Created Aged Cases Initiative, developing plan to reduce average age of cases for region. Created reports distributed to managers with monthly listing cases open by associate along with case age, reducing average case age in region from 129 days to just over 53 days. • Coordinated queue simplification phase 2, transitioning from 4 separate queues to 1 single queue for Benefit Accrual, General Ledger, Management Reports, and Special Calculations. Changed from having multiple resources working queue for 1 hour in AM and 1 in PM to a single resource working queue all day. Allowed cases to be worked in chronological order, escalations get immediate attention, and additional resources are back on inbound.• Assisted with transition of service to offshore team, meeting regularly with offshore management team to talk about procedures for inbound, resolution, and management escalations. Offered feedback and acted as resource for offshore management team. Show less

LAN Implementation- Project Lead

• 2002 - 2009

Oversaw all LAN PC Payroll and / or HR Perspective installs and upgrades for all New England Major Account Clients. Provided training for implementation associates on new software features and upgrades. • Performed 250+ installs / upgrades in 2007.• Created documentation for sales, implementation, and support groups, identifying and detailing differences between Local Area Network (LAN), Wide Area Network (WAN), and Citrix.

PC Tech Support

• 2000 - 2002

Provided technical software and hardware telephone support for a dynamic call center team. Assisted Implementation Team in troubleshooting hardware requirements needs.• Assisted team members in researching escalated issues, ensuring issues resolved to client’s satisfaction.

Key Account Manager- National Accounts

• 1997 - 2000

Maintained high productivity while providing exceptional customer service for the largest clients in the region.• Troubleshot and assisted in payroll input, modifying and updating management reports per client’s request.

Client Support Specialist- Major Accounts

• 1996 - 1997

Payroll support for Major Account clients. Assisted clients with payroll input questions. • Contributed average of 33% of total incoming calls within department.