Gregory Schroeder Email & Phone Number

Chandler, Arizona, United States

• Incident Management: Utilized Remedy to manage incidents and employed troubleshooting techniques to ensure smooth operations, mirroring crisis management skills in peer support.• Process Optimization: Streamlined transaction monitoring and utilized Linux for critical operations, demonstrating efficiency and problem-solving applicable to peer support environments.• Team Leadership and Support: Demonstrated dedication and effective communication, ensuring team consistency and support, essential for collaborative environments in peer support.• Global Systems and Problem Solving: Managed multiple enterprise systems and independently solved complex problems, showcasing adaptability and proactive skills beneficial in supporting diverse client needs in peer support.

Phoenix, Arizona, United States

• Lead recovery support groups for clients• Meeting with clients regularly to offer one-on-one support and counseling• Developing recovery plans, coping methods, and rehabilitation strategies with the client• Prepared meals for breakfast and lunch.• Arranged support groups, and other resources to aid the client• Monitor the client’s behavior, and activities• Report any unusual behavior, conflicts, or recovery deviations to the relevant professionals

Mesa, Arizona, United States

• Managed, developed and coached 30+ employees in transaction protocols, customer relations, and store policies.• Constantly focused on the customer experience employing strong problem-solving skills to maintain a positive team attitude with a high number of shifting priorities and limiting resources.• Practiced strict corporate cash control procedures for reconciling, auditing, and reporting tens of thousands of dollars of revenue daily.• Developed efficiency initiatives such as utilizing the mobile app for UPCs, and Scan three out of four to exceed corporate metrics.• Leveraged QueVision dashboard to anticipate staffing requirements minute by minute.

Phoenix, Arizona, United States

• Lead supporting Johnson and Johnson enterprise software application suites (R&D Tax Credits, HR Awards, Oracle eBusiness Suite, Sharepoint Extraction Tool, and Legacy HR Case Archive).• Prepared training tools to cross-train team members in which support was being transferred from IBM to Cognizant.• Lead application disaster recovery failover (server data center migration) for eBusiness production system working twenty-seven hours over a weekend to ensure it was completed successfully.

Mesa, Arizona

• Support Colleges and University clients with the Trac Software Suite.• Developed new call logging procedure which improved employee efficiency by having data to answer tickets faster. • Analyzed logs to resolve client system performance issues to restore access to the application.• Implemented a new tool that increased staff productivity allowing comparing file differences taking out the guesswork.

Fairfax, Virginia

• Utilized previous year and a half experience with Microsoft Dynamics SL to drive key change projects, which was converting to a whole new corporate standard chart of accounts, referred to as CALIBRE.• Participated in daily stand-up meetings with corporate to direct consultants and accounting staff to meet CALIBRE project goals.• Leveraged years of software support attending daily BuilderMT (Builder Software) meetings to ensure that the corporate deployment team was providing the required resources to our regional location.• Recognized by the CIO for going above and beyond working with a Solution Consultant all weekend to work toward getting a delayed project back on track. Assisted with the Data migration process and identifying a key data format problem that was causing imports to fail for weeks. • Optimized custom BuilderMT to Dynamics SL SQL stored procedures that had inefficient query syntax used. The optimization performed made real-world procedure tasks run from forty-five minutes to mere minutes. • Implemented a custom Bank of America Positive Pay solution to provide a specially formatted list of check numbers, and amounts so they could be cleared faster. The solution for Dynamics SL utilized a Custom Crystal Report, SQL Modifications, an Excel VBA Macro, which was used to quickly verify company check runs and provide a specially formatted data file for Bank of America. Documentation and training were provided to verify functionality and usage by accounting staff.• Provided general IT support on top of corporate projects to ensure that the IT department ran smoothly.

Fairfax, Virginia

• Member of the Student Systems/Integrated Learning Products team supporting Ellucian Colleague Student application for College/University clients.• Demonstrated high initiative and self-starter skills by taking ownership of client cases within the second week of employment. Received high client survey satisfaction scores throughout employment. • Leveraged knowledge of CRM systems by efficiently utilizing Salesforce case management features.• Provided first call resolution on incoming cases, wherever possible, by providing links to self-service portals in every resolution email and a detailed solution for multiple use cases based on the clients’ description.• Provided remote assistance via Cisco WebEx desktop sharing, and voice conferencing to ensure problems were understood and resolved in a timely manner.• Utilized technical background to dive into one of the most complex modules, ELF. The module provides complex, yet robust, Colleague system import and export functionality. • Wrote a custom ELF procedure that would catch potential text encoding import problems. • Provided well-adapted, clear customer correspondence based on the perspective of the client, ranging from Registrars’, Database Administrators, to Directors of Information Technology.• Designed, developed, and tested one-off application customizations based on clients’ requirements.

Washington Dc

• Recognized, a professional team member on a Tier II software support group working with multiple GOTS applications. • Efficiently utilized an incident management system (Remedy 7) to create, document, track and report end-user inquiries. • Promptly responded to phone calls, emails and instant messages from customers. Regularly went above and beyond to research and provide deep insight into the customer’s problems pulling on his experience with relational databases and windows technologies to solve a wide range of issues.• Leverages knowledge of Windows Server 2003/2008, IIS 6.0/7.0, SQL 2000/2005/2008, Java, ASP.NET, and JavaScript, to understand and break down software issues. • Provided well documented written information and resources to customers in response to support inquiries. Documentation included drafted emails to ensure consistent team response and first call resolution.• Maintained the team’s knowledge base and to ensure it is regularly updated. • Performed testing to replicate and identify software issues creating technical documents, directed to Tier III, when appropriate. In most cases, due to expertise, Tier III issues were resolved without the need for escalation or Tier III involvement.• Verified server operability after patching has occurred. Reviewed event logs and tested software to ensure that software patches do not introduce issues into the field.Notable ProjectLeading application support team member in the team’s smooth migration of over 200 clients migrating from Microsoft SQL Server 2000 to 2005. Wrote and illustrated thorough documentation for the client System Administrators to follow for the Microsoft SQL Server 2005 upgrade. Documented all encountered issues in a knowledge base, trained and informed team members of all processes to stay on top of new issues. Stayed in contact with clients upgrading to ensure all questions were answered, and the process was completed with minimal downtime.

Lincoln, Nebraska

•Primary support technician for all wireless Internet service technical support with over 200 wireless subscribers. The duties included troubleshooting service quality, equipment problems, email issues as well as problems with router configuration or wireless radio configuration. •Logged, tracked time and updated tickets in PHP RT, a customizable web-based ticket tracking, and time management application.•Performed a wide range of PC/server technical support for customers, troubleshooting hardware and software problems remotely and on-site.• Monitored and resolved issues on Linux/UNIX-based information systems.

Lincoln, Nebraska

•Responsible for handling inbound customer calls while using a computer terminal, researching and resolving billing inquiries, explaining our products and services, and troubleshooting service and equipment questions.•Proficient with products and services, and information systems to look up and find solutions to customer’s problems.•Provided an excellent customer experience while on the call to answer the customer’s reason for calling in an efficient and timely manner.•Anticipated the customer’s needs by analyzing cell phone plan and feature options to make sure they had the right product and service to meet their needs.•Recognized as an informed resource by peers regularly coming to him with questions about the products and service-related questions.•Utilized technology background to resolve the customer’s phone and service issues by performing advanced troubleshooting techniques to get the problem solved the first time.

Lincoln, Ne

•Microsoft SQL Server Subject Matter Expert for the company.•Logged, researched, solved, and documented solutions to client’s cases •Maintenance and support work involving general IT support to utilizing advanced Microsoft Dynamics SL and Sage CRM application and database issues.•Programmer for a custom manufacturing tracking project that extended Microsoft Dynamics SL using VB6 and Microsoft Dynamics SL’s Object Model utilizing the software development life-cycle.•Involved/Participated in Microsoft Dynamics SL, Sage ERP, and CRM projects from Design and Planning Phase to System Support Phase. •Prepared numerous customer mirrored virtual environments using Microsoft Virtual PC and VMware Workstation to do all development and client testing in a simulated canned environment.•Developed custom Crystal Reports solutions for a variety of clients •Managed internal IT infrastructure, and support to include telecommunications. Notable ProjectPlayed implementer and programmer role for a custom, industry-specific, franchise system project using Sage CRM. Project designed to manage internal department processes, documents, and employees. The project also handled contracts, zones, and company-wide communication tracking. This involved developing and documenting the system before any work was done. This also involved standard CRM system implementation as well as programming custom ASP pages, advanced SQL views and modifying the CRM system to behave to the client’s specifications. This work required a high technical knowledge of Sage CRM, ASP and SQL server technology.

Washington Dc

•Trained with a senior integrator on the repackaging of software and remote software distribution.•Modified third-party software using AdminStudio 6 for remote distribution and installation.•Distributed modified software with Symantec LiveState Delivery pushing updates to workstations.•Independently researched and developed a solution for a public website to be edited and maintained using ASP .NET and a Microsoft Access Database.•Analyzed the department’s website, recommended changes and presented them to the current webmaster and staff.•Revamped my department’s website using Dreamweaver MX to optimize code, making a more user-friendly template using CSS and JavaScript to reduce code redundancy making the final result cross-browser compliant and much easier to edit.•Developed and authored department editing procedures for use with Dreamweaver MX.•Worked directly with the Subject Matter Expert (SME) on configuration management basics and SABLIME software.•Tested and analyzed Microsoft SharePoint web interface and briefed department members on its potential uses within the department.

Washington Dc

• An authorized user of the Remedy Action Request System where I entered, reviewed and resolved trouble calls.• Asked for by name to resolve help desk related issues and was recognized on numerous occasions for “outstanding” customer service. • Researched problems and fixes for the help desk staff.• Installed hard drives, RAM, CD-ROM drives, floppy drives, keyboards, mice, and monitors. • Recovered data on several hard drives that had crashed.• Repaired computers that were infested with several variants of spyware, malware, and viruses. • Involved with Microsoft Office 2003 client delivery operations.• Discovered how to use SMS (Microsoft: Systems Management Server) to deploy registry keys without the user being prompted.• Played a key role in the help desk staff providing leadership support for two major projects: freeing up drive space for over 70 users for Office 2003 deployment and performing Active Directory client-side migrations for over 100 users.

Washington Dc

(see later experience at Bureau of Medicine and Surgery)