Managed projects and team members surrounding business processes in Debt Manager collections system. Oversaw onboarding of multiple new clients into system. Acted as system administrator for Debt Manager and provided remote support to team members in Cleveland, OH and Tulsa, OK.

Oversaw and made improvements to business processes in Epicor ERP system for France-based global manufacturing company. Acted as system administrator for Epicor and provided functional support, including reporting, to team members throughout the US, Mexico, Argentina, Chile, and Brazil. Provided occasional technical support to Spanish-speaking team members in Latin America.

• Prepared SQL queries to gather data from a variety of sources, including IBM DB2 and Microsoft SQL Server databases• Interfaced directly with internal colleagues to gather project requirements and formulate clear, precise documentation• Created complex reports, dashboards, and wallboards in SSRS and Power BI that provided desired data to team members in an easily consumable format• Wrote new and altered existing VB.NET applications for data imports, automated sending, and Excel-based reporting that combined VB.NET with backend SQL• Assisted developers in unit testing to ensure product quality• Loaded new data into company systems and performed routine scrubs and validations• Ran, analyzed, and distributed simple one-off reports from enterprise applications as needed• Provided technical and business support for end users as needed

• Promoted from QA Analyst position• Interfaced directly with clients to gather project requirements and formulate clear, precise documentation• Acted as SME and system administrator for a variety of clients using Debt Manager software• Collaborated with development team to ensure that proposed solutions meet all technical and business requirements• Assisted developers in unit testing to ensure product quality• Provided functional system administration for business applications, including user and security management, adhering to role-based security guidelines and access requirements• Ran, analyzed, and distributed reports from enterprise applications as needed• Provided technical and business support for all operations staff as needed• Created custom workflow processes using JBOSS rules engine• Developed, unit tested, and deployed ETLs in client environments using SSIS and Actian Data Integrator

• Translating user-uploaded Spanish-language content for native speakers learning English• QA testing and documentation for updates to beta site

• Provide technical support to home office and remote users as needed• Write technical and business requirement documents for company-wide software rollouts• Perform QA testing on business-critical software and web applications• Maintain Access databases for each individual store by ensuring quality of inbound and outbound data, including routine weekly cleanup• Ensure validity of parts warranty data prior to biweekly sending• Provide system administration services for business applications, including multiple security camera systems and custom-built programs• Create, deploy, and ensure functionality of system images via Acronis True Image• Deploy new hardware to home office and remote users as needed• Create and pull intuitive reports for staff members at all levels of franchise hierarchy as needed• Meet monthly with business application developers to communicate business needs and determine viable timelines for rollouts

• Serve as the subject matter lead, business process expert, and business support contact for all business applications used within the call center and operations groups• Maintain call center software configuration, including call prompts, queue structures, calling campaigns and skill levels• Maintain front-end CRM business configuration, including reports, data processes and data filters• Administer enterprise document management software, including workflow creation, business configuration, and accessibility• Ensure operational CRM data quality by evaluating and processing daily inbound data• Monitor day to day operations and escalate issues through proper escalation and support channels• Verify call routing logic for operational groups, including toll free numbers and IVR• Detect possible call routing failures, invalid message scripts, and ensure overall call routing efficiency• Oversee the integration of privacy requirements for customer contact with operational business software• Provide functional system administration for business applications, including user and security management, adhering to role-based security guidelines and access requirements• Run, analyze, and distribute reports from enterprise applications as needed• Provide technical and business support for all operations staff as needed

• Dealing with various personality types on a daily basis• Assisting coworkers with various technical issues, including malware removal, network and browser-related troubleshooting, and installation of necessary programs in person and via TeamViewer• Testing and performing quality assurance tasks for various web applications, including new custom instance of Salesforce contact manager• Assisting with coordination of multi-term student laptop program• Maintaining asset management database and inventory of technology assets• System administration for several business-critical systems, including CampusVue, ImageNow, and Hobsons EMT• Oversight and maintenance of building security systems provided by Habitec (key fobs, etc.)

• Answering phones; directing students to appropriate staff members• Dealing with various personality types on a daily basis through face-to-face and telephone-based interactions• Processing transcripts and fee requests• Processing mail and organizing mail room; preparing mass mailings• Updating weekly PowerPoint for building televisions• Light technical support on wayward copier

• Volunteer project-- tutoring Japanese students ages 6-80 in English