Robert Held Email & Phone Number

Texas, United States

Houston, Texas Area

Job Synopsis: I have consulted with organizations from 900 to 5500 employees covering Public Sector (Cities, Counties, States, and School Systems), Healthcare and Manufacturing verticals. During these engagements, I have worked with the customer to satisfy business needs by using and applying capabilities of the software. I have assisted and guided customers through comprehensive testing and acceptance plans. In addition to software knowledge, I have created interfaces both to and from the Workforce Central DB into other platforms. These customers had both Cloud-based and self-hosted environments. I have worked extensively on complex business rules, compliance issues, employee scheduling and Accrual Processing. My consulting and problem-solving skills have been recognized by both the company and the customers. I have been certified in Workforce Central, Workforce Integration Management (Interfaces), Workforce Record Management (Archiving, Promoting configurations from Test to Production Environment), Workforce Calculated Accruals, Workforce Device Management, Workforce Scheduler, Workforce Mobile, and Consultative Skills. Two months after on-boarding, I was acting as a mentor to new hires.

Job Synopsis: I worked with customers to scope business needs, discuss best practices, recommend process improvements, configure and train IT and end-users on software. I was in charge of taking the customer from the installation process through operating the software in a live environment. I assisted customers with data mapping and importing into the new software. I created customized reports and dashboards that were pertinent to their business needs. I assisted customer in integrating separate databases using customer requirements and input. My engagements were done either face to face (on site) or done remotely according to the customer requests. I was able to act on my own and begin customer engagements two weeks after corporate orientation was completed. If I was not engaged with a customer, I created additional documentation for both end-users and team members to increase their own base of knowledge. I learned many aspects of the software using self-study and process documentation using a play database environment.

Job Synopsis: I consulted with senior management, IT Staff and end-users at colleges and universities across the US (200+ sites) to maximize software efficiency and determine best business practices. This was on client/server environment using SQL Server 2005 database. I was knowledgeable in all ERP modules to make sure all departments were properly interfaced and collaborating with each other. My proficiency was identifying if problems were based on end-user (training), software limitations, or data related. I bridged the gap between software capabilities and customer requirements to create and deliver solutions to the customer while adhering to all specified requirements. I worked with data conversions and data clean-up from legacy platforms through data mapping and testing processes, developed training agendas, delivered technical expertise and provided software consulting, training and technical support to customer staff and management. I would scope software enhancements, troubleshoot design deficiencies, and work with the programming staff to incorporate and test changes. I have expansively developed and delivered process improvement and training materials through classes / seminars to software end users and internal staff when software features were enhanced / updated. I would use software tools to export data into Microsoft Office Applications such as Word, Excel and Access.

Job Synopsis: I excelled in software training and support for all ERP modules in proprietary Higher Education software and Microsoft Office products via phone, in-person and class room environments to customers across the United States. I was able to learn all ERP modules and become an expert in two platforms (SQL and AS/400) in less than 6 months. I was viewed as a leader on the team by mentoring new associates and training them in proper methods of instruction, software knowledge and customer care. I took the initiative to collaborate with Product Development to be pro-active in delivery of training for software enhancements. Our team included 20+ Support Analysts.

Job Synopsis: I was in charge of the coordination of software design and installation for new and current customers, including training and data conversion for colleges and universities implementing Higher Education software. I managed up to 15 simultaneous projects in different phases of implementation using Project Scheduler. I maintained communications between corporate and customer resources through regular meetings and project updates. Scheduling conflicts were quickly resolved to ensure the critical path was not affected. I was a liaison between corporate and college executives. I maintained timelines to make sure projects were over-delivered and under budget. A majority of these projects were based on Critical Path to insure deliverables met the customer's deadlines.