 Responsible for resolving Accounts Payable and Procurement Ariba issues. Assist users with Ariba transition to new realm. Monitored and updated Legacy back-end data between Ariba and SAP. Assist in drafting documentation including Technical Assessment Documents and Impact assessment documents. Assist in resolving issues related to transmission of documents via the Ariba Network. Assist with failed IDOC processing. Creation of Third Party users in Ariba. Assist with testing and validation of data. Run P2P reports for open PO and/or unpaid invoices. Manage trouble tickets using Cherwell.

 Communicated planned maintenance events for Net-Ops and IT to executive leadership. Created the CRQ Event Calendar and process documentation. Identified any potential risks and impacts with other network and application activities to minimize outages and loss of revenue. Coordinated the accurate documentation of changes through interface agreements with Net-Ops and IT. Contributed to the automation of a Daily Maintenance Report used enterprise-wide to improve efficiency and awareness. Supported, attended, and /or facilitated scheduled maintenance go/no calls on a daily basis. Assisted Project Managers to facilitate application testers for major releases. Formulated plans and activities to support project implementation.

 Created and automated non-usage wireless reports for enterprise-wide employees. Diagnosed and addressed wireless data issues. Maintained and updated multiple SQL databases for legacy Charter and Tine Warner employees. Assisted in internal and external auditing procedures to supply the necessary information and supporting documents to management. Completed Service Now tickets in a timely manner. Created data inquiries for management using SQL and Excel.

 Daily liaison/troubleshooting activities between technical departments and call center agents Triaged, tracked and reported impact of internal tool outages to senior leadership and the enterprise. Compiled and organized outage data to be researched by fix agents. Managed escalation processes for customer service representatives with tool or software issues. Monitored call queues and place customer facing messaging to combat long hold times. Data analysis, trend reporting using Excel. Triaged, tracked and reported customer and business impact of daily service outages and maintenance efforts. Notified agents of service outages to improve customer experience/minimize costs incurred by Spectrum Communications. Provided ad hoc reports for a variety of audiences upon request.  Won Communication Desk Employee of the Month.

 Maintained the highest First Call Resolution amongst my peers. Provided resolution and escalation for inbound telephone customer reported issues while maintaining first call resolution. Qualified customers to find out which service fit their needs the most.  Maintained timely and efficient call times while leaving detailed notes on accounts. Provided technical support to Rookie Row. Conducted sales meetings for the team.  Assisted on the URO Project while checking accounts in CSG for accuracy.  Assisted Tier II by taking Tech Calls.  Assisted Tier II by completing Tier II forms.  Assisted Tier II with internet modem reconciliation project by activating modems and updating firmware.  Provided pod support to agents with questions about tools and call flow procedure.  Mentored 23 agents in the pod through side-by-side interaction.  Conducted team meeting on best ways of meeting and exceeding first call resolution.  Efficiently resolved in pod escalations while ensuring customer contact is made. Coordinated with dispatch to confirm tech arrival times and pulled trouble calls forward if necessary.  Monitored agents on the floor to make sure use of hold and after call was limited.  Coordinated with App Support when tools were not working with in depth notes to make sure resolution was found quickly.  Monitored and analyzed high call flow areas to pinpoint outages and make management aware.