Dean Parrish Email & Phone Number

Rochester, Ny

• My duties include defining business and functional requirements, creating and supporting Project based resource planning , being responsible for project communications and the coordination of end-users for testing and training during projects. Documentation pertaining to all project phases is also produced and distributed.• I am responsible for these while also being a backup Administrator for our front end sales application, the Administrator and trainer for our Warehouse Management System implementation and backup Administrator for our Travel and Expense application.

Rochester, New York

• In addition to production support activities for several applications, my day to day responsibilities include Project Management for several financial applications.• Project Management of the implementations of new or replacement applications or additional modules of existing applications that are not developed internally.• I am responsible for the Disaster Recovery planning, testing and auditing of our 3rd party applications.• Primary point of contact for audit issues, change management tasks and all items related to the test environments for many of our 3rd party applications.• The COTS Manager is part of the review of Contracts and SOWs for engagements, additional products, services and modules (both new and existing) with current and perspective vendors. Reviewing and offering initial approval for the invoices sent to us by the vendors after the work has been done is part of this responsibility.• Implemented some Change Control Boards to work with business groups and management to adapt business processes with changes to applications. This information is conveyed with different vendors for bug fixes, workarounds and future code enhancements.

• Production Application Administration for several financial applications and the corporate documentation repository.• Serve as an internal consultant to various business groups to evaluate, implement and roadmap their business applications. This requires about 25% travel.• Evaluate and Refine business processes so they are incorporated into product changes and documented for Sarbanes-Oxley. • I am the liaison between different software vendors and ePlus end users for the company’s Equipment Leasing, General Ledger, Sales and Sarbanes-Oxley Auditing applications.• Work with specific business units to create functional and technical spec docs to be delivered to vendors for custom application code.• Project lead for implementation of new software for Accounting and Human Resources. This includes coordinating end user and acceptance testing across multiple levels of management and user groups.• Responsible for the installation, configuration and initial testing of application software as it is rolled out on new architecture. • Work with other IT people to define the application architecture so that it is scalable and keeps in line with corporate IT strategy.• Responsible for creation of and maintaining Application and product related documentation to be compliant with Sarbanes-Oxley Audit requirements.• Participate in vendor driven discussion groups with their product people as well as other customers to help design product future releases of products.• Coordinate efforts of system administration, DBAs, development, testing and end users for implementation of application interfaces, reporting and upgrades.

Rochester, New York Area

Customer Service and Technical Support for Inventory Planning and Supply Chain Software• Level 2-escalation point for web-based and client-server application availability.• Travel to customer locations to gather product requirements and evaluate the business scenarios that need to be addressed by product or process changes. • Led a project to define, document and implement 24x7 customer support coverage procedures and practices. This included creation of training materials and interviewing of prospective employees• I was responsible for re-creating customer UNIX and Windows operating system and RDBMS environments in house to resolve the reported product installation or configuration issues.• Routinely coordinate with multiple customer departments and/or 3rd party vendors to ensure availability of proper resources and participating in problem resolutions, scheduled upgrades, performance tests and other collaborative efforts• Document steps taken while re-creating customer environments and problems to resolve product installation and/or configuration issues for use as in online knowledge base for other members of team• Participate with Product Development and Engineering to work on bug fixes, enhancements and discover alternatives for customers.• Isolate and resolve batch processing problems, system performance, general functionality and other technical issues from customer base and consultants• Work with new customer contacts to walk them through the Customer Support Manual and use of their web-based tools for problem reporting and troubleshooting.• Coach and support customer IT departments with troubleshooting, problem resolution, installation and upgrades of multiple Xelus applications on Windows NT/95/98/2000/XP, Solaris and HP/UX operating systems using Oracle and Sybase databases.

Rochester, New York Area

Technical Support and System Administration for Financial applications.• Created and maintained helpdesk documentation and training processes• Trained new hires and continually coached employees on using the helpdesk problem tracking and monitoring tools to minimize customer downtime. Maintained documentation as these changed.• Implemented transfer of information hand-offs from shift to shift. Established 24 x 7 on call support for technical questions.• Acted as a 24 x 7 Second level escalation point for customer issues.• Provide first tier System Administration problem resolution for System Administrators and end users on both Solaris and NT application servers, handling over 300 calls per week.• Monitored and corrected Solaris and NT server issues with applications, disk space, reporting tools, and other services to consistently achieve customer machine uptime of over 95% availability for financial, ordering and manufacturing application servers.• Created and administered Active Directory and UNIX user and application accounts for global customers• Prepared and distributed Level of Service reporting using Clarify and Excel to be topic of cross framework conference calls with other internal EDS groups and Xerox customers.• Provided follow up with customers resolving their technical issues while monitoring team’s prioritized work queue

Rochester, New York Area

Customer Service and Technical Support for Inventory Planning and Supply Chain Software.

Rochester, New York Area

Technical Support and System Administration for Financial applications.

Rochester, New York Area

• Member of a team that designed and created a technical Customer Service Department around an evolving suite of applications.• Assisted with creation of product documentation and training materials. • Trained application users over the phone on usage techniques of the company’s applications.• Participated in Trade Shows at the company’s exhibition booth.• Implemented procedures for lead follow-up, compliance with information provider requirements, and conversion of trial accounts to paying customers and reporting of software testing results

Economics

Associate'S Degree, Business Administration And Management, General