SUMMARY

• Diversified and accomplished results driven Implementation Project manager with 15+ years’ experience in software support, and Implementation Support.
• 13 years of Consultant Kronos Experience from both a functional and implementation level.
• 3 years of experience with INFOR/Work brain from a functional and support level.
• 1 year of experience with UltiPro from a functional and support level.
• Extensive experience in configuring, tuning, and troubleshooting Kronos implementations of all sizes including large enterprise installations.
• Specialization includes participating in the full lifecycle of a client implementation such as Requirements Gathering, Business Analysis, System Configuration, Design, Testing, and Support.
• Developed training materials and facilitated training to support all levels of an implementation.
• Instrumental part in addressing customer and business needs through utilization of Project Management, Organizational Development, Technical Analysis, and Customer Service skills resulting in continued organization success.
• Development of functional test scenarios and scripts

TECHNICAL SKILLS

• Infor Work brain, Kronos Workforce Central Suite 6.1,6.2,6.3,7.0, 8.0,8.1 WDM, Kronos Clocks Model 4500, Intouch Clocks, Workforce Mobile/Tablet, & Workforce Attestation, Navigators, SDM, Workforce Attendance & Leave, Workforce Accruals (Global Configurations), ADP ETIME, ADP Vantage, Workforce Dimensions (certified), UltiPro
• Concur: Expense Management
• Heat, Case point, Remedy, ITSM & Service Now
• HP ALM
• Agile and Waterfall

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

Responsibilities:

• Provided WFC6.3 support, configuration and WFD configuration, testing and implementation support /activities
• Created new pay rules, work rules & attendance rules for Union and Non - Union staff in WFC.
• Provided direction and support on all Kronos incidents in service now
• Provided project support best practices and configured workforce Dimensions
• Created test script for workforce Dimensions UAT testing
• Provided Training to staff on workforce dimensions and workforce central.

Confidential

Implementation Consultant

Responsibilities:

• Conducted project initiation activities.
• Analyze existing client systems, interface requirements, business process and operational needs-Responsible for development of design documents.
• Provides professional consulting services in the areas of product/service customizations, business process, complex custom reports and special projects as related to implementation effort
• Works and counsels with client on system and service configuration efforts, product adaptation and business best practice solutions.
• Determines best methodology and oversees the accurate and timely conversion of client's data Validation
• Builds client control information and oversees the pre- and post-implementation testing of products. Oversees formal hand-off of system and operational services to other ADP departments/clients.
• Participates in establishing and monitoring of client implementation schedule and report status to Project Team members.
• Prepares individual work plans in conjunction with established project milestones.
• Ensure issues and risks are documented and work with team members to resolve.
• Strong knowledge of all core business products, skilled in implementing multiple ADP products.
• Strong Communication and Presentation Skills.

Confidential

AMS Global Support Manager

Responsibilities:

• Provides Program/Project Management support
• Schedule and chair customer escalation status calls as needed. Responsible for composing customer action plans for issue resolution, delivery of plan details to C-level executives and IT staff, and regular reporting of progress towards resolution
• Reduced team’s applied time, time to close and case re-open rates through implementation of strong mentoring programs between senior support staff and junior support engineers
• Responsible for team readiness with new software and hardware releases as well as skills enhancement and career development.
• Continuously support, motivate and mentor a 5-member international team responsible for Kronos’ Daily Support
• Interact with customers daily via phone, email, and manage customer cases
• Resolve complex client issues through incident recognition, research and isolation, resolution, escalation and follow up.
• Monitor client site activity using monitoring tools and proactively engage clients to assure site function and utilization.
• Capture client case details, problem solving process, actions and final resolution.
• Create repeatable processes, FAQ’s, and other appropriate documentation for client support resolutions.
• Coordinate customer updates.
• Support internal operations and field trainers as needed.
• Document details of all case management activities.
• Opportunity to add value in other areas of the organization as deemed fit.
• Support Various Kronos Modules and versions (Versions 6.3-8.0)
• Global configuration and support - Asia, South America & Middle East