Implementation Specialist Resume Norfolk, VA - Hire IT People

SUMMARY

Detailed oriented information technology, telecommunications professional with 15+ years of industry experience providing help desk and training expertise. Industry leader with great communication and interpersonal skills to improve the end - user experience and solve for challenges across the organization.
Offering an extensive back ground in manufacturing, customer support, and system implementation and administration.
I am seeking to leverage my technical and business expertise to grow my knowledge as an Implementation Consultant/Specialist.

PROFESSIONAL EXPERIENCE

Confidential, Norfolk, VA

Implementation Specialist

Responsibilities:

Completed WFR (Workforce Ready), WFC (Workforce Central) and WFD (Workforce Dimensions) instructor led and Kronos Talent Central training.
Revised and co-authored technical operational how-to manuals and “frequently ask questions” pages to help technical support staff, consumers and other users within our company.
Built and configured; pay rules pay codes, work rules, labor levels, schedules and shifts, accruals, attendance and leave policies as well as SQL HyperFind Queries for custom reporting within WFR and WFC v6.3, v7.0, v8.0 and v8.1.
Guide and train clients through pre and post implementation of complex system configurations of labor level sets, rounding and punch interpretation rules, schedule shifts and patterns, pay code distribution tables, work rules and pay rules, combination and hidden pay codes in both union and non-union based environments.
Configure the client’s geo-fencing for their employees
System Administration and configuration for clients Time and Attendance database
Analyzes existing and new client systems, interface requirements, operational needs, etc. in order to create a statement of work (SOW), counsel clients in the functional system design, system configurations and product adaptation of client's needs.
Utilize Microsoft Excel Pivot tables and V-Look Ups for daily data manipulation which includes importing and exporting of large data sets like; employee name, employee ID, pay policies, accrual policies, etc.
Performed implementation of various types of time clock terminals for various clients that do and don’t utilize biometrics.
Manage data integrations between Confidential eTime (Kronos WFC) and other ERP systems like Confidential Payroll to help maintain compliance, mitigate risk, improve efficiencies and drive growth.

Confidential, Newport News, VA

Fiber Customer Support Analyst

Responsibilities:

Provided Tier II and Tier III technical support for voice, data, wireless, and video services
Resolved FCC, BBB, and The Board of Public Utilities executive complaints and escalations
Facilitated network risk mitigation and partnered with engineers to test and repair vulnerabilities
Provided data analysis and reports for system/network functionality and issues
Completed special manager led projects
Directed day-to-day project and staff activities
Addressed customer escalations, aiding online agents to resolve customer issues
Ensured compliance with project processes and methodologies
Prepared daily/monthly performance reports.
Provided system administration support to customer via email or phone calls.
Provided home network help desk support to end-users to include: routers, wireless adapters, laptops/desktops, printers, and cell phones
Assisted with implementing network security software to end user devices
Escalated service orders to appropriate outside installation and repair teams
Provided telecommunication Tier I and II support to include: service activation and voice service calling features, voice activation support for voice service calling features, support for data service PC configuration, home router configuration, and/or email/internet applications and video support
Provided leadership and training newly hired employees as a mentor
Managed accruals, schedules and shift coverage for the escalations department.
Partnered with cross-functional teams to assist with the resolution of trouble tickets
Coached team members to assist with performance improvement
Ensured correct TCP/IP configuration of routers and switches

Confidential, Chesapeake, VA

Technical Support Representative

Responsibilities:

Served as Subject Matter Expert for the Tech Support team
Provided Tier II and III help desk support for voice, data, and video services
Used Remedy ticketing software to escalate and resolve customer’s internet issues.
Provided leadership and training to newly hired employees as a mentor
TCP/IP configuration of routers and switches
Provided education on network security element.

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Implementation Specialist Resume

Norfolk, VA

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