crm programmer analyst resume example

Responsible for providing escalated support for the CRM application (Talisma); handling the technical relationships with the most critical and sensitive customers, from the day to day support, to solution planning and implementation.

• Worked closely with development and Product Management and be an advocate for customers, achieving highest customer retention rate in the department
• Nominated on multiple occasions for STARS (employee recognition program) for Teamwork and Customer Focus
• Accurately escalated cases with all pertinent information to development teams improving time to resolution
• Exceeded Customer Sat requirements and built strong relationships with our enterprise level customers. Often asked to take on High Risk customers
• Implemented proactive communication related to software defects and requirements improving the customer experience for a book of business
• Answered customer support inquiries via specialized ticket tracking platforms.
• Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
• Assisted [Job title]s and [Job title]s with all support needs.
• Resolved [Type] and [Type] concerns with little oversight.
• Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback and providing [Result].
• Monitored helpdesk and responded to incoming tickets to address support needs.

Supporting our comprehensive Workforce Management solutions, providing in-depth analysis and timely resolutions/workarounds for our large Enterprise Environments.

• Successfully support a large 3 tier .Net HRMS/Payroll application for the largest customers in the East Region of the U.S. running on self hosted environments and our Saas cloud environment
• Identified and accurately documented software bugs and potential software enhancements by carefully analyzing and reproducing customer encountered problems
• Provide in-depth troubleshooting via phone, email or remote session for our Ultipro HRMS/Payroll product suite in all supported platforms
• Work closely with Development teams to provide User Acceptance Testing for new functionality and accurately document potential bug
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Performed root cause analysis and general troubleshooting.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

Manage day to day Information Technology Operations establishing requirements for current and future needs while identifying the appropriate IT technologies. Set overall direction of IT related business ensuring proper service delivery to the key business initiatives of the organization. Implement ITIL based service delivery processes to ensure continuous improvement of all IT related deliverables. Act as Senior Network Engineer supporting Windows Server 2003 R2, MS SQL server 2005, Microsoft Exchange 2003, and all related desktop applications. Maintain Wide Area Network managing Cisco Routers, Cisco PIX firewall and Barracuda Spam filtering device for over 14 remote locations.

• Collaborated with key personnel to verify data integrity and compliance with related regulatory guidelines and legal requirements.
• Oversaw user provisioning efforts, verifying credentialing policies, security and maintenance to encourage safe sign-ins.
• Applied cybersecurity best practices to information system standards, directives and guidance for personnel, monitoring compliance across organization.
• Reviewed existing [Type] technical specifications to identify and eliminate potential security flaws and weaknesses.
• Prepared and maintained regular system assessment and evaluation documents, informing [Job title] of any discovered faults or discrepancies in operations.
• Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
• Interviewed, hired, trained and mentored [Number] staff by coaching daily, leading performance reviews and offering constructive feedback.
• Oversaw development and implementation of improvements to support and network operations.