SUMMARY:

• Highly personable professional with over fifteen years of experience in application support, help desk, systems analyst, and customer service within the logistics, health care, financial, pharmaceutical and retail industries.
• Talent for identifying customer needs and presenting appropriate resolution.
• Demonstrated ability to gain customer trust and provide exceptional follow - up.
• Strong Project Management skills with proven capability to deliver well documented solutions within the constraints of time, cost and functionality.
• Expertise in resolving escalated customer service issues.
• Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook).

PROFESSIONAL EXPERIENCE:

Confidential - Addison, Illinois

WMS IT Solutions Analyst

• Work closely with Customers, IT Analyst team, Business Development teams, Engineering, Process engineering & Operational teams
• Subject matter expert and point of contact for overall solution throughout the project life-cycle.
• Support/Assist project test phases - QA, System Integration Testing, and User Acceptance Testing.
• Facilitate and support onsite deployments
• Liaison/point of contact between operations and software development team
• Support of solution deployments from concept through live/warranty phase.
• Review and approval of delivered software prior to promotion into production environments

Confidential - Mundelein, Illinois

Lead WMS System Support

• Provide technical advice, guidance and training to users on hardware and applications
• Administer account, profile, and role updates.
• Document reported issues in system support log. Investigate re-occurring issues and develop solutions.
• Acts as a liaison between the business and the vendors for additional support
• Supports development delivery by performing development unit testing
• Assists with the investigation, escalation and resolution delivery for application solutions, working with the business user to define the system issue

Confidential- Lake Forest, Illinois

Senior WMS Support Specialist

• Support all issues and enhancements related to the Warehouse Management System for the corporate office and all four facilities
• Establishes and maintains liaison relationship with business partners and IT organization in order to provide effective technical solutions
• Administer account, profile, and role updates.
• Provides technical guidance and training for the companies WMS system
• Provides support for the companies Logistics System
• Oversees System updates related to the WMS & Logistics System
• Provides assistance in documenting current business processes and models
• Provides training documentation and meetings to bring IT and business updated on the solutions
• Supports development delivery by performing development unit testing

Confidential- Schaumburg, Illinois

Application Support Specialist

• Worked with the end users to define and investigate system issues
• User authentication and provisioning in Active Directory, Mainframe and GUI environments
• Troubleshoot login, access, and functionality issues.
• Administer account, profile, and role updates.
• Created & update documentation on authentication and provisioning procedures.
• Disabled accounts, profiles, and roles as needed
• Ability to understand job roles and update accounts accordingly.
• Follow SLA’s for provisioning and troubleshooting.

Confidential - Elk Grove Village, Illinois

System Support Specialist

• Aid in the development of technical support staff and resources
• Perform network administration duties to include using Active Directory and Exchange
• Install and configure new PCs, laptops, Blackberry’s and peripherals.
• Troubleshoot and solve calls on the phone, remote connection and at the user’s desk
• Document problems and their solutions.

Confidential- Hoffman Estates, Illinois

Sr. Software Support Specialist

• Closed Help Tickets in timely manner by using the training tools, Help Ticket, and reporting tools
• Became the Subject Matter Expert and direct contact for the iPlan system
• Assisted with testing of the Systems in collaboration with the IT Quality Assurance team
• Provided initial and ongoing training to the System users
• Participated in the daily activities of the Help Desk functions, as well as training users, coaching co-workers, building and distributing worksheets/reports, and performance related activities.
• Support the Financial Planning Project being instituted by Sears/Kmart Buyers, Inventory Managers, and Directors.

Confidential - Lincolnshire, Illinois

Customer Service Associate

• Managed multiple projects while meeting or exceeding deadlines
• Answered high-volume calls in a fast-paced call center
• Demonstrated problem solving skills by filtering out critical issues and determined effective resolution.