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Senior IT Client Liaison Resume Example

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SENIOR IT CLIENT LIAISON
Professional Summary
HRIS Business Analyst Deliver Maximum Application Functionality on a Global Scale Drive client results in Information Technology and ERP services industry, effectively translating client requirements and business needs into functional solutions. Consistent record of success in improving multi-client focused provider services-related business functions that achieve significant financial and resource savings in high-pressure environments by uncovering areas for improvement and developing/implementing solutions. Proactive and adaptable team member, mentor, and coach who understands importance and strengths of both collaborative effort and individual contributions. Security Administration and Auditing | HRMS | Payroll | Benefits | Research & Troubleshooting | Change Management Internal Team Processes | Talent Acquisition Management | Recruiter | ePerformance | eComp Training and Facilitation | Enterprise Learning Management | Project Management
Skills
  • MS Windows
  • Crystal Reporting
  • PeopleSoft Security
  • Word, Excel, PowerPoint, Access
  • Outlook, Lotus Notes
  • CRM / Service Now / ISM / Siebel
  • Application Designer
  • WebEx
  • Slack / SameTime
  • PS Phire
  • Nagios
  • Horizon
  • ILC Time-Track System
  • BOX
  • File Manager
  • Avaya Agent
  • Tivoli
  • OCTA
  • Agile
  • Certifications and Training
  • Six Sigma Green Belt: Completed White, Yellow, Orange, and Green Belt Certifications
  • The Ultimate Network Penetration Class (Tools), Canaudit, Inc.
  • Control & Security of PeopleSoft, Canaudit, Inc.
  • PeopleSoft Security
  • HRMS Security Overview Release 8.9
  • PeopleSoft PeopleTools 8.40, 8.12, 8.10, 7.0
  • PeopleSoft HCM Release 9.2
  • HRMS PeopleSoft 8.0 Delta
  • Benefits Administration 8.8
  • PeopleSoft 8.8
  • PeopleSoft 8.9 Recruiting & Time and Labor
  • Academic, Client, Forms, Access, PeopleSoft HRMS, Processes, Six Sigma, Validation
  • Ad, Clients, Functional, Excel, PeopleSoft, Quality, SPX, Web applications
  • Agile, Customer satisfaction, HRIS, Outlook, PeopleSoft 8.0, Quality assurance, Tax
  • Analyst, Customer service skills, HR, PowerPoint, PeopleSoft 8.8, Recruiting, Phone
  • Avaya, Customer support, IBM, MS Windows, PeopleSoft 8.9, Reporting, Tivoli
  • Benefits Administration
  • Word, PeopleTools
  • Benefits, Lotus Notes, Migration, PeopleTools 8.55,
  • Security analysis, Troubleshooting
  • Performance management
  • Mentoring, Payroll, Problem solving, Upgrade
  • Client Service
  • Schedule Management
  • Schedule Coordination
  • Information Assurance
  • Full cycle recruiting
  • Client assistance
Work History
Senior IT Client Liaison, 04/2016 to 09/2019
IBM – Columbus, OH
  • Managed Hosting & Application Services for major client enterprises using HRIS modules post acquisition of AT&T by IBM, including Cornell University, United Rentals, and Crane Co.
  • Established, enhanced, and maintained excellent collaboration with external customers and internal teams, offering training and mentoring that fostered productive and mutually beneficial working environment.
  • Worked closely with client, technicians, managerial staff and subsequent reporting to manage issues, collect/organize various forms of data, ascertain business needs, and develop/document/implement a wide range of new processes to meet client objectives.
  • Directed United Rental European Manager Self-Service Project in 2019, transforming initial security help program into full lifecycle project that required acquisition of Application Engineer to facilitate non-production database, testing, approval, and migration to production.
  • Achieved significant contractor savings and maximum client satisfaction.
  • Functioned as Security Analyst / Administrator for Cornell University, with $7.23B in endowment, from 2014 to 2019.
  • Saved client thousands of dollars due to centralization of security administration as primary security administrator for 3000 academic staff in US and internationally.
  • Decreased or eliminated system downtime by mitigating security and database issues.
  • Streamlined PeopleSoft configuration by completing security audits and leading necessary improvement and enhancement projects.
  • Develop and maintain HRIS system reports and ad hoc reports as needed.
  • Performed IT and user system upgrade testing for quality assurance, ensuring contract adherence and avoiding any penalties.
Senior IT Client Consultant, 01/2007 to 01/2016
AT&T CORPORATION – Columbus, OH
  • Support Hosting & Application Services for day-to-day major business enterprises using ERP core HRIS modules.
  • Assist with design, development, testing, implementation and maintenance of HRIS.
  • Work closely and collaborate with Compensation, Payroll, IT, Employment, Finance and operational managers.
  • Provide training, guidance, and communication to end users on HR systems.
  • Utilize strong technical, analytical, problem solving and customer service skills; develop and maintain ad hoc HRIS reports as needed.
  • Led PeopleSoft Security Administration for multiple clients, including The Washington Post / Kaplan University, Sunoco, Cornell University.
  • Partnered with internal teams to create and support positive and productive working environment.
  • Served as dedicated Security Analyst / Administrator for The Washington Post Company / Graham Holdings / Kaplan University, with $250B in revenue for 5000+ US and global users from 2009 to 2013.
  • Managed security analysis / administration for SPX Corporation, with $1.4B in revenue from 2005 to 2013; centralizing functions for 6000+ users across 35 countries.
  • Realized thousands of dollars in security administration savings for 5000 + global and United States users by centralizing operations and eliminating need for additional headcount.
  • Manage and support other HR systems as directed.
  • Reduced production system issues through mitigation of security and database concerns.
  • Administered security audits through review of client's existing PeopleSoft configuration, providing process and security improvements.
  • Performed IT and user upgrade testing for quality assurance, avoiding fines and breach of contract penalties.
Application Functional Support Specialist, 08/1999 to 01/2007
USI – Columbus, OH
  • Provided single point of contact for full lifecycle PeopleSoft application functional support, assisting with break / fix and performance issues.
  • Administer production support for PeopleSoft HRMS, CRM, ePerformance, payroll, benefits, and Campus Solutions.
  • Manage other HR Systems as defined by leadership.
  • Perform scheduled activities, research/troubleshoot and resolve issues, provide guidance to system users, assist with PeopleSoft patches and Tax Upgrades, and delivered maintenance support.
  • Provided production support for performance management, position control and employee action web applications.
  • Served as primary Security Administrator for multi-million-dollar clients.
  • Coordinated with clients on tactical daily support management, including implementation, change requests, and issue resolution activities.
  • Recorded phone scripts for USi customer support training.
  • Led troubleshooting in collaboration with network, application, and database engineers, ensuring highest quality of service and rapid issue response that delivered optimal customer satisfaction and ultimately retained business.
  • Coordinated collection and validation of HRMS client audit evidence for Ernst and Young quarterly audits to meet (SSAE18) SOC assessments, avoiding thousands of dollars in fines for breach of contract for multiple PeopleSoft clients.
  • Collected and produced audit evidence for AT&T BPO Payroll Services Group, mitigating thousands in fines for breach of contract for multiple customers.
Recruiter, HR Generalist, Payroll Team Lead, Etc, 06/1975 to 12/1998
PNC Bank – Columbus, OH
  • Developed targeted strategies to locate and onboard specific candidate types, meeting short- and long-term business objectives.
  • Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
  • Reviewed job applications to identify, vet and recommend optimal candidates.
  • Evaluated strengths and weaknesses of candidates through effective screening processes.
Education
High School Diploma: 06/1976
Marion-Franklin High School - Columbus, OH
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Resume Overview

Companies Worked For:

  • IBM
  • AT&T CORPORATION
  • USI
  • PNC Bank

School Attended

  • Marion-Franklin High School

Job Titles Held:

  • Senior IT Client Liaison
  • Senior IT Client Consultant
  • Application Functional Support Specialist
  • Recruiter, HR Generalist, Payroll Team Lead, Etc

Degrees

  • High School Diploma : 06/1976

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