HRIS Adminstrator Resume

SUMMARY

Detail - oriented IT professional with 10 years’ experience troubleshooting CRM applications and managing MS SQL databases. I am also skilled at operating in a wide range of platforms (Windows, Linux, Mac OS). A fast learner, hard worker and a team player who is proficient in an array of scripting languages and multimedia Web tools. Also, equipped with experience in managing a team and providing training to new hires when needed.
Strong knowledge in MS SQL Database Architecture
Involved in Development of the applications through Oracle using Pl/SQL created Tables, cursors and SQL Queries.
Good Understanding of Business logic and ability to work well as a part of a team and as an individual.
Ability to multitask and work in a fast-paced environment and met all deadlines
Experience working in a help desk and call center environment.
Good analytical and planning skills
Strong verbal and communication skills
Ability and desire to learn new technologies quickly.

PROFESSIONAL EXPERIENCE

Confidential

HRIS Adminstrator

Responsibilities:

Ongoing management and development of 3 team members, including setting objectives, work allocation, yearly objectives and setting performance appraisal
Provide troubleshooting support for PrismHR issues, including coordinating with vendors and internal teams
Managed users and permissions access for clients and employees
Ensure work is performed according to defined processes and within Service Level Agreements
Assist department managers to develop business processes to meet strategic objectives, providing process development and IT solution expertise
Manages planning and implementation of system changes and works with HRIS vendors to develop, enhance and/or modify the systems and resolve technical issues
Supports the payroll system including any system implementations, workflows and processes, database management, configurations, upgrades, enhancements, assigning user security roles and permissions, and special system setup
Provides end-user system support including system training and troubleshooting, escalating issues and working with vendor(s) to resolve
Develops standard and/or custom, scheduled and/or ad-hoc reports using Informer
Created monthly company organizational charts and the monthly headcount report
Served as liaison between HR, information services, external vendors, and other stakeholders for HRIS design and implementation projects

Confidential

Technical Support Manager

Responsibilities:

Managed a team of 13 support reps
Hired, trained and developed highly effective customer support team that consistently exceeded 97% customer satisfaction ratings
Provided technical mentoring, problem resolution when difficult customers engagements where needed.
Reviewed performance of team and conducted 1:1 coaching with team leads and front-line employees.
Monitored individual performance, and delivered timely and constructive feedback to team members
Involved in daily management core, reviews, and training
Conducted weekly technical updates on back log cases involving the team.
Assisted support analysts and provided necessary feedback on cases escalated to senior management.
Created a knowledge base for all support reps have access to, to aid in case resolution

Confidential

Technical Support Representative

Responsibilities:

Developed SQL queries including sub queries, nested queries, unions, interest and aliases
Troubleshooting a variety of technical and non-technical issues customers are having with their web hosting plans and services.
Ensure all customer issues are expediently addressed, resolved, and documented with ticket notes.
Provided technical support to all technologies in NetForum application and performed tests on it.
Streamlined all unresolved issues and answered all queries of external and internal customers.
Modify custom stored procedures
Deploying fixes to customer production environment
Managed MS SQL server database
Modify custom stored procedures
Maintained the highest closed case percentage on the team
Using Netsuite to log and grab tickets