software implementation consultant resume example with 10+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
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Professional Summary
Highly motivated professional with over 18 years proprietary IS/IT experience as a consultant, business analyst, project manager, and application support analyst to corporations, physician practices and real estate investors. Adept in solving customer problems creatively and diplomatically to achieve positive outcomes. Enthusiastic approach to working with diverse groups in achieving organizational goals Recognized consistently for proactive, problem-solving, and communication skills. Skillful in managing multiple projects simultaneously.
Accomplishments
Created a ticket system for inputting, tracking, and resolving accounting application issues. Identified the most common support issues and developed reference aides to address the common issues areas. Within 6 months, noticed approximately 35% reduction in support ticket submission in areas identified
Skills
Online Training Services
Implementation Management
Microsoft Office, Excel, Word, OneNote, SharePoint, Access
Visio
Cisco Webex, Zoom, Skype, Cisco Jabber, Ring Central
Client Training
Technical Issues Analysis
Configuration And Management
Highly Proficient In NextGen EPM Software
Workflow Analysis
Project Scope Assessment
Work History
Software Implementation Consultant, 05/2021 to Current Illinois Tool Works – Kalkaska, MI,
Facilitate implementation of property management/accounting software application purchased by company owners
Work with software vendor in developing project plan for software application go-live
Meet with accounting, property management, and maintenance staff to learn daily workflow.
Perform gap analysis to determine workflow changes to align with usage of software application
Configure software application database
Develop role specific end-user job aids as needed for accounting, property management, and maintenance personnel
Train departmental staff on application modules specific to their job functions
Coordinate external communication to company's vendors, and tenants regarding implementation of software application.
Provide hands-on go-live assistance to each department.
Administer post go-live survey to departmental staff. Share feedback with company owners.
Generate monthly operational reports for owners
Senior Software Application Analyst, 05/2015 to 04/2021 Oneview Healthcare – Chicago, IL,
Developed end-user quick reference job aids for billing staff in community-based health care centers
Handled approximately 60 support tickets weekly. Ensured positive customer experience by quickly resolving or directing resources to resolve accounting software issues
Documented clients' issues and processes of resolution
Interpreted and translated technical software information to non-technical end-users
Addressed customer issues via Webex, phone calls, and written communication
Tracked and maintained content changes in software application
Used Microsoft Word and other software tools to create documents and other communications
Application Support Technician, 03/2013 to 04/2015 Maintainx – Raleigh, NC,
Processed approximately 50 technical support request weekly on wide range of accounting issues from billing staff in community based health centers
Engaged software developer when problems with application could not be resolved without developers' assistance.
Interfaced with other internal departments when needed to quickly resolve customer's issue with accounting software
Conducted in-depth product and issue resolution research to address customer concerns
Explained technical information in clear terms to non-technical individuals to promote better understanding
Managed customers' expectations of support and technology functionality in order to provide positive user experience
Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
Documented transactions and support interactions in company's ticketing system for future reference and addition to knowledge base
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
Developed and tested new product offerings prior to release to assist development team in bug identification
Senior Software Implementation Consultant, 09/2011 to 03/2013 PathforwardIT – City, STATE,
At on-set of project met with customer subject matter experts to provide overview of accounting software, complete customer operational questionnaire, and discuss customization of application database.
Evaluated end-user training needs through interview, survey, or job shadow.
Converted technical information into user friendly, role specific training curriculum.
Curriculum included: Introductory PowerPoint presentation, training scenarios, reference manual, and job aids.
Collaborated with field engineer to ensure application hardware (e.g.
Server, computers, printers) were properly installed.
Set-up training classroom.
Prior to roll-out of software, used test scripts, facilitated train trainer sessions to confirm database configuration was accurate and complete.
Facilitated hands-on end-user training sessions via in person and virtual.
Tracked attendance during training.
Prepared and distributed posting training survey.
Average survey score was 4.5 on scale of 5 indicating user adoption of software by end of training session.
Conducted project close session with customer sponsors/ subject matter experts.
During session, discussed recommended next steps to ensure success with utilization of software.
Provided post go-live support.
Managed between 15 - 30 calls for seven day period.
Education
Master of Social Work: Medical Social Work, Expected in to University of Kansas - Lawrence, KS GPA:
Bachelor of Social Work: Social Work, Expected in to University of Kansas - Lawrence, KS, GPA:
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