Ginger M. Email & Phone Number

Portland, Oregon Metropolitan Area

Pendleton is a family-owned company established in 1863 and headquartered in Portland, Oregon. For more than 100 years, Pendleton has been weaving world-class woolen blankets, apparel and accessories, and an array of other luxury fabrics in two Pacific Northwest mills.Currently, my role is the IT Subject Matter Expert for BlueCherry PLM and CSC modules. Some of the responsibilities include, but not limited to: - Responsible for the Upgrade and regression testing of the PLM and CSC… Show more Pendleton is a family-owned company established in 1863 and headquartered in Portland, Oregon. For more than 100 years, Pendleton has been weaving world-class woolen blankets, apparel and accessories, and an array of other luxury fabrics in two Pacific Northwest mills.Currently, my role is the IT Subject Matter Expert for BlueCherry PLM and CSC modules. Some of the responsibilities include, but not limited to: - Responsible for the Upgrade and regression testing of the PLM and CSC systems, partnering with our software vendors to ensure smooth transitions - User software application support across multiple platforms and divisions of the business. Maintaining positive end-to-end user experience, encouraging transparency and open communication. Includes but not limited to report creation, documentation and software configurations. - Lead and assist IT projects that includes PLM, Line Planning, and implementing new software platforms - Creates Document and Training processes and procedures - Successfully coordinated the rollout of CLO 3D CAD Design software to the Design & Development teams with compatible hardware needs for a seamless transition. Assisted in facilitating process teams in creating agile workflows for 3D CAD Design Development., while partnering with CLO3D to ensure growth target is met. - Lead project to establish Remote/Hybrid hardware standards, partnering with the hardware IT specialist. - EDI testing and on-boarding new partners. Show less

Tigard, Oregon, United States

Syntellis (formerly Kaufman Hall & Associates)is a Managed Analytics-as-a-Service (MAaaS) firm, focused on business intelligence and decision support for many industries. Some of our high profile clients are in the Healthcare industry, Financial, & Higher Education institutions. As the first analyst of the Client Support Operations Group, we were created to separate application and network connection troubleshooting. This helps streamline and ensure our clients stay connected & are receiving… Show more Syntellis (formerly Kaufman Hall & Associates)is a Managed Analytics-as-a-Service (MAaaS) firm, focused on business intelligence and decision support for many industries. Some of our high profile clients are in the Healthcare industry, Financial, & Higher Education institutions. As the first analyst of the Client Support Operations Group, we were created to separate application and network connection troubleshooting. This helps streamline and ensure our clients stay connected & are receiving the specialized support they deserve, via phone, chat and email support:● Point of Contact for client escalations & enhanced customer experience between Application, CloudOps, Development, Product, Sales and Consulting to give the client the peace of mindthat they are being taken care of by one point of contact acrossmultiple verticals and scope of work● Managed a Support VM environments for testingAs a Client Analyst II, we troubleshoot issues with network and local connections issues in the network & software configurations, and report formula errors, bridging the gap between our Application and Technical team in the these new Work-From-Home scenarios. My customer service skills and ability to be agile has helped to quickly create bonds with our clients, ensuring we are providing the best support, and collaborating to find the best solution. Communicating process gaps and implementing solutions in the software and support. Show less

Beaverton, Oregon

The Install Team provides support for troubleshooting installations & configurations of multiple Sage software applications on Networks (Local, Cloud-based, VM) and Standalone systems, Terminal services/Remote Desktop. Returned as a Sr. Support Analyst for the Install Team, performing my previous duties as a Support Analyst, in addition to:Customer De-escalations & Enhanced Customer Experience callbacks- FY 2019 statistics are currently: 96.4% YTD Issue Resolution, OSAT, Product… Show more The Install Team provides support for troubleshooting installations & configurations of multiple Sage software applications on Networks (Local, Cloud-based, VM) and Standalone systems, Terminal services/Remote Desktop. Returned as a Sr. Support Analyst for the Install Team, performing my previous duties as a Support Analyst, in addition to:Customer De-escalations & Enhanced Customer Experience callbacks- FY 2019 statistics are currently: 96.4% YTD Issue Resolution, OSAT, Product knowledge, Net Promoter score, and FCR. Time to Resolve is an average of 1.2 days- Create and modify public & internal technical Knowledgebase articles for Sage troubleshooting & procedural documentation with 40k+ hits for FY 2019.Software Testing & Customer Insight & Readiness Team monthly meetings for software releases to help determine customer impact and release viabilityCharged with On-boarding new analysts & troubleshooting and root cause analysis training. -- Introduced new techniques for troubleshooting and material to help refine the nesting period.This resulted in our Beaverton Team's Contractor group’s individual KPI’s were above goal for the first time for the North American region.Assisted in successfully launching the Sage Expert Services Team for the Sage Professional Services Group. Managing On-boarding, Single, and Multi-Version Upgrades projects for 100 Contractor & 300 Construction & Real Estate, from end-to-end. -- Increased North America revenue stream for Q1 & Q2 by 7%, which allowed our region to hit our sales goal for the first half of FY20 in 6 years. Show less

Portland, Oregon

Provided exceptional customer technical & application support for the Viewpoint Teams Web & Mobile Application, via phone, email, ticketing queue. Teams is an agile construction project management web application. Hosted in MS SQL in Azure, can be used as a standalone or integrated with multiple different back-end accounting software. Simple SQL queries, GUI, Dev tools, and Slack to monitor services and data. Collaborated with Development, Product Owner, Manager, Sales and… Show more Provided exceptional customer technical & application support for the Viewpoint Teams Web & Mobile Application, via phone, email, ticketing queue. Teams is an agile construction project management web application. Hosted in MS SQL in Azure, can be used as a standalone or integrated with multiple different back-end accounting software. Simple SQL queries, GUI, Dev tools, and Slack to monitor services and data. Collaborated with Development, Product Owner, Manager, Sales and Professional Services. Creating process and procedures for on-boarding of new clients and/or enabling modules/featuresTested new releases and worked directly with QA and Dev to resolve emerging issues and bugs in the application, pre and post releases. Determined customer impactAttended Knowledge Centered Support (KCS) training Show less

Beaverton, Oregon

Began my Sage Career as a Support Analyst for the Install Team. I provided multiple Sage application software support, installations, configurations, and identified Root Cause via phone and email support: FY 2018 statistics were: 91.2% YTD Issue Resolution, OSAT, Product knowledge, Net Promoter score, and FCR. Time to Resolve is an average of .5 daysCustomer Escalations & Enhanced Customer Experience callbacksCreated and modified public & internal technical… Show more Began my Sage Career as a Support Analyst for the Install Team. I provided multiple Sage application software support, installations, configurations, and identified Root Cause via phone and email support: FY 2018 statistics were: 91.2% YTD Issue Resolution, OSAT, Product knowledge, Net Promoter score, and FCR. Time to Resolve is an average of .5 daysCustomer Escalations & Enhanced Customer Experience callbacksCreated and modified public & internal technical Knowledgebase articles for Sage troubleshooting & procedural documentation with 27k+ hits for FY 2018.Software Testing & first line of support for the Control Release Hotline QueueAssisted On-boarding new analysts & training Assistant on-site IT Administrator for large projectsMember of the Sage Beaverton Campus’ Colleague Appreciation Team (CAT), that hosts various monthly events for colleagues and fundraisers for local charities Show less

• Initial U.S. Based team for the Intuit QuickBooks Enterprise Business Applications division, Technical Support Specialist for the “How to…” Applications & Technical departments• In 2010, established U.S. based Tier 2 Support for Enterprise clients at our Beaverton Site to handle support escalations• Resource (Tier 2 POC) for the Training and Coaching Department• Liaison between the Tier 3 team in Tucson, AZ and the Tier 2 team at our Beaverton site• Outlying agent… Show more • Initial U.S. Based team for the Intuit QuickBooks Enterprise Business Applications division, Technical Support Specialist for the “How to…” Applications & Technical departments• In 2010, established U.S. based Tier 2 Support for Enterprise clients at our Beaverton Site to handle support escalations• Resource (Tier 2 POC) for the Training and Coaching Department• Liaison between the Tier 3 team in Tucson, AZ and the Tier 2 team at our Beaverton site• Outlying agent coachingo Teaching troubleshooting and call control techniqueso Tips and tricks to use their tools and resources, efficiently and effectively• Created public & internal articles for QuickBooks troubleshooting & procedural documentation, Beta testing• Subject Matter Expert for Nesting Agentso Recognition for top New Hire Team Net Promoter scores at the time Show less

Pathway Certificate: Microsoft Server Administration, Computer And Information Sciences And Support Services, 4.0

Activities and Societies: President's List

Associate Of Arts And Sciences (A.A.S.), Computer And Information Sciences And Support Services, Graduated August 2015

Graduated with the Highest Honors GPA - 3.79