(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Over 20 years experience as a business professional working in fast paced software environments providing solutions for customers through prioritizing and managing projects effectively including testing, research, support, and documentation leading to meaningful contribution and success.

  • Leadership
  • Training and mentoring
  • Team Building
  • Priority management
  • Technical support
  • Technical issue analysis
  • Software diagnosis
  • Application support
  • Incidents management
  • Customer service expert
  • Analysis
  • Crystal Reports
  • Accounting
  • Software Documentation
  • Software Testing
Linfield University McMinnville, OR, Expected in Bachelor of Arts : Finance - GPA :
  • Minored in Sociology
Work History
3 Day Blinds - Customer Support Analyst, Senior X3
Hanover, MA, 10/2018 - Current
  • Created demo environments for researching, testing and training
  • Troubleshoot issues with customers to resolve with success
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Analyzed customer data utilizing SQL
  • Participated on Analyst team prioritizing and innovating ideas to become more efficient successful
  • Researched potential data corruption through reports, imported data and transaction inquiries
  • Maintained Certified Consultant status for X3 Finance
  • Learned new products, features and certification through on-going training
Sage - Senior Customer Suport Analyst, Sage 300 CRE
City, STATE, 08/1998 - 08/2013
  • Certification in the following Sage 300 CRE (Sage Timberline Office) Construction Accounting applications: Accounts Receivable, Contracts, Billing, Accounts Payable, General Ledger, Job Cost, Payroll, and Timberline Report Designer. Trained in Project Management, Estimating, Service Management, ODBC data exports and Crystal Reports.
  • Tier 3 level customer support agent in an award winning technical support organization responsible for supporting and advocating client issues in applications related to accounting for the construction industry.
  • Achieved call center KPI in the 97th percentile of all analyst, receiving high customer praise in the form of survey scores while continuously processing high-volume caseload.
  • Excelled in a fast-paced ever changing work environment.
  • Delivered high quality customer service through extensive software troubleshooting via the phone/ remote access. Provides basic support through chat software and email.
  • Delivered complex problem resolution, capturing, sharing knowledge, identifying and communicating product issues.
  • Managed multiple priorities via organization skills while preforming strong troubleshooting responsibilities as a team player.
  • Documented user and application interactions using industry tracking tools.
  • Provided knowledge base content that was accessed by internal staff and external clients.
  • Researched application issues and partnered with development resulting in development enhancements and fixes.
  • Frequently called upon to assist distressed and high profile customers resolve data integrity issues. Preformed back end file fixes.
  • Created/Modified complex crystal reports and proprietary reports to meet client needs for custom billing forms.
  • Acted as an Subject Mater Expert - escalation point and provided direction and support to other analyst.
  • Reviewed escalations and provided solutions or approved for further escalation to product development.
Hollywood Entertainment Corp - Sales Tax Accountant
City, STATE, 12/1997 - 08/1998
  • Reconciled tax accounts on a monthly basis for $550.5 million in annual sales company
  • Worked closely with accounting department to properly fill out tax forms and file tax returns electronically.
  • Remained educated in all current sales tax laws for the US
  • Examined accounts and records and computed tax returns according to prescribed rates, laws and regulations.
  • Proactively researched technical tax issues related to adding food to the product line.
  • Partnered with auditors on periotical audits and realized compliance with governmental tax guidelines.
Valley Oil - Inventory, Billing and Accounts Receivable Account
City, STATE, 03/1997 - 12/1997
  • Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Checked prices and calculated totals for accurate invoice processing.
  • Maintained and organized inventory receipts and efficiently processed changes to reduce process lags.
  • Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
  • Scheduled deliveries of aviation fuel by specified time to begin sales on time.
  • Coordinated, collected and maintained vendor and organizational records.
  • Leveraged computerized accounting software to create and maintain accurate customer account records.
  • Tracked invoices, receipts and deposit slips to generate monthly fiscal statements.
  • Completed scheduled inventory counts and supply audits to track shrinkage and inform purchasing decisions.

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School Attended

  • Linfield University

Job Titles Held:

  • Customer Support Analyst, Senior X3
  • Senior Customer Suport Analyst, Sage 300 CRE
  • Sales Tax Accountant
  • Inventory, Billing and Accounts Receivable Account


  • Bachelor of Arts

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