Analytical solution consultant adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. A Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors.
Exceptional telephone etiquette
SAP R3 expertWindows XP/Vista
Microsoft Office expert
Proficient in AVG, Printers, PC Security systems
Accomplished with mobile devices
Coursework includes Computer Programming
Patient and diligent
Vast technical knowledge
Knowledge of F-Secure Antivirus
DHCP/DNS Ethernet and Firewall proficient
Strong ActiveX troubleshooting skills
Microsoft Office expert
Led a 13-person team of multi-country analysts in completing the $22M-budget Irish-DIMO technology transfer project.
Led Six Sigma processes to reduce engineering changes by 9% to improve quality and increase customer satisfaction.
Developed an innovative preventive maintenance program for components in the facility. Single-handedly managed repairs and maintenance for 34 facilities throughout the Americas region.
Acted as a member of a project team controlling a budget in excess of $12 million.
Led the development of more than 4 new financial reporting methods to measure productivity and efficiency.
Oversaw a decrease in average daily Help Desk tickets by 3%.
Automated repeatable tasks where possible to increase efficiency.
Consistently received a 100% rate of customer satisfaction.
Increased the on-time deliveries by 4% within the first year of employment.
Named “Lean Six Sigma Green Belt” Candidate in 2001.
Created critical KPIs to track and improve on-time delivery, customer issues and safety statistics.
Led change management initiatives to improve productivity and workflow by 11%. Drove business process optimization initiatives to improve workflow and increase revenue.
Multiple technical awards for work performance. Received award for customer service recognition and ability to work well with the other team members.
Business Process, business processes, call center,Customer Service, data mining, documentation, email, failure analysis, help desk, hiring, Logistics, managing, Materials Management, Order Management, problem resolution, Business processes, custom reporting, Sales support, SAP-SD, MM, PP, Supervising teams, technical support, trend identification, Issue troubleshooting, Workflow optimization.
Suggested Reading List for Pre-School: www.preschoolreading.com/readinglistpreschool/esmith
Excellent references available upon request.
Company NameJune 2013 to November 2013Plant Maintenance Analyst City, State
24/7 in-bound call center environment, provided technical and network problem resolution to end-users/ customers.
Performed a question diagnosis while guiding users through step-by-step solutions.
Solutions included, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues.
Support provided by clearly communicating technical solutions in a user-friendly, professional manner.
SAP Systems - Volt Information Services/ at Weyerhaeuser.
Company NameNovember 2007 to CurrentPrimary care provider City, State
Primary child care duties.
Design and implementation of household operational procedures.
Supervising, training and managing children and their needs.
Complaint resolution, Household bookkeeping and finance management.
Company NameFebruary 2006 to November 2007Business Analyst City, State
Analyze problems by using automated diagnostic programs, and resolve recurring difficulties.
Created contingency plans, following the organization's format and procedures.
Interpret problems and provided technical supportfor software, and systems.
Responded to help desk tickets, telephone calls and email messages from customers looking for help with SAP system problems.
Constantly interacted with customers and fellow employees answering questions and give advice.
Created, documented, trained and transferred solutions to customer facing business processes.
Company NameAugust 2005 to February 2006Business Analyst City, State
Industrial Sales support/ Order Management - Provide day to day SAP configuration support to Materials Management (MM/PP/PM) and/or Sales and Distribution (SD) modules.
Experience with Business Warehouse and SAP.
Order management support from 'Logistics fulfillment''.
Business Process documentation, Workflow design, Activity diagrams.
Company NameMarch 2004 to August 2005Analyst City, State
Customer Service Division - Order management, Tier 3 help desk, created, documented, trained and transferred customer facing business processes for retail and industrial sales teams call center support.
Coordination of 'in field' repair services, developed rapid unit exchange process, created spare part to field expedite processes, field failure to service center express process, ad hoc data trend and failure analysis data mining, reporting and monitoring.
Commercial Sales support/ Order Management.
Company NameFebruary 2002 to August 2002Analyst - Business Planning City, State
Created analysis of wafer fab organization's business goals and what factors will contribute to or impede the ability to obtain those goals.
Identified the organization's strengths and weaknesses, finding areas for improvement or considering consequences of not implementing new strategies.
Quarterly review of current and future financial goals, and forecasting future economic and consumer trends.
Provided comprehensive SAP system based reports regarding improvements or changes needed to reach current and future goals.
Provided SAP system based analysis to suggest changes for the organization include suggesting additional funding for specific business units, hiring or terminating staff, and restructuring an organization.
Provided analysis for comparison of competitors' current and future strategies.
Company NameCellular phone support - Tech Support City, State
Company NameAnalyst, SAP Order management - Industrial Sales Support City, State
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Analyst, SAP Order management - Industrial Sales Support
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