David Macfarlane Email & Phone Number

Tampa/St. Petersburg, Florida Area

I am now working as the primary support contact for Sage HRMS and managing all support interactions for Sage HRMS Customers. SQL Scripting! I provide back-end solutions, product workarounds, data correction, and Direct Imports into the database for Sage HRMS. I provide support for most Delphia Utilities. Troubleshooting whatever the clients throw at me.

Tampa/St. Petersburg, Florida Area

Recently moved to Delphia Consulting. I am working as a member of their ASM Team to convert companies from Abra Suite to Sage HRMS. SQL ScriptingTroubleshootingWhatever they throw at me.

• Field requests for technical and general support. • Troubleshoot issues and coordinate escalations until completion. • Handle general account responsibilities • Perform Annual on-site visits (major accounts) • Communicate with the team, leadership, and engineering resources, regarding client concerns and issues• Collaborate with Engineering to ensure that correct project information is captured for ongoing system support• Work with 3rd party vendors as needed to resolve client issues• Utilize remote VPN access and on-site camera systems to improve communication with clients, resolve issues and ensure that their systems are on-line

Tampa/St. Petersburg, Florida Area

General Technical Support• Support the install, implementation and use of proprietary software in a network environment• Provide logistical and accounting support, assisting customers with HR and Payroll issues • Provide phone support for customers and Business Partners regarding Sage HRMS, Sage Employee Self Service, SAP Crystal Reports, and various Sage HRMS integrations• Analyze customer data sets in FoxPro and SQL to find resolutions to complicated issues• Use time management, multi-tasking, and organizational skills to manage multiple customer issues, testing, training and various other daily tasks• Create articles for customer newsletter, Sage Tech Flash, as well as their knowledge base tool• Proof read marketing documentation for technical accuracyHigh Level Issue Resolution• Handle high profile escalations retaining custody until resolution was complete, using time management, and organizational skills to manage multiple customers needs and expectations• Work with Development and Engineering to ensure our customers’ product enhancement requests were heard and their business needs were met• Update Development Tracking System and knowledgebase with known issues, cross referencing previously reported issues to verify and document version differences• Be awesomeTraining• Train team members in Microsoft SQL procedures and best practices and functional scripting techniques• Write documentation on the product and technical manuals for in-house use in the support department• Create and present internal training using Power Point and Microsoft Word implementation and Technical TroubleshootingExtracurricular• Create articles for company newsletter, Sage Central Newsflash

• Statistically analyze data created during the manufacturing process and drive continuous improvement of efficiency and reliability• Determine trends and propose methods of countering undesirable process outcomes• Troubleshoot assemblies• Be awesome