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.
Skills
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
Education
Linfield UniversityMcMinnville, OR, Expected in ā āBachelor 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
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
