I manage 3 teammates within the Business Systems department and we are responsible for administering and maintaining all internal software systems, including Salesforce, used by various departments. We support all internal users with troubleshooting issues, and we strive to improve the user experience by customizing our systems where possible to enhance, automate and optimize business processes throughout the organization.Aderant, headquartered in Atlanta, Georgia, is a global industry leader in providing comprehensive legal business management software for law firms and other professional services organizations. Aderant is a market leader in technology solutions for practice and financial management, ebilling, knowledge management, business intelligence, matter planning, calendaring and docketing. Aderant is an established and trusted partner with its versatile and innovative technology solutions, superior customer service and reliable implementation process. Aderant operates as a unit of Roper Technologies, a constituent of the S&P 500®, Fortune 1000® and the Russell 1000® indices.

In late 2012 I chose to transition most of my corporate training responsibilities to others in the organization to become the dedicated Business Analyst within our Business Systems group. This change also allows me to perform Systems Administrator duties for our Siebel-based CRM as well as Salesforce.com. In this role I:• Work with various business groups to determine if their needs are being met by internal systems and technology • Document business requirements for software enhancements and design solutions, and assist with the project management, design, development and implementation those enhancements where applicable• Continue to coordinate and execute all aspects of new software releases for internal systems• Provide technical and operational support for end users• Proactively and continually search for improvements that can be made to systems, business processes, workflows and reporting to increase productivity through the company

In late 2012 I chose to transition most of my corporate training responsibilities to others in the organization to become the dedicated Business Analyst within our Business Systems group. In this role I:• Work with various business groups to determine if their needs are being met by internal systems and technology • Document business requirements for software enhancements and design solutions to implement those enhancements• Continue to coordinate and execute all aspects of new software releases for internal systems• Provide technical and operational support for end users• Proactively and continually search for improvements that can be made to systems, business processes, workflows and reporting to increase productivity through the company

After being promoted in 2008, my training role has been combined with that of a Business Analyst which has allowed me to have more of an impact in designing and implementing the business systems on which I train our employees. Having the ability to see how a system is built has helped me create more effective training. During this time I have also helped TMP acquire and implement a Learning Management System that is now used for distributing training on a corporate-wide scale. Some of my other responsibilities include:• Creating online, self-paced eLearning training modules for TMP system, products and services that allow employees to take training at any time using our LMS• Managing/updating the LMS and administering all eLearning training for the company• Writing Functional Specification Documents used to develop new functionality for our systems• Coordinating and executing User Acceptance Testing and Performance Acceptance Testing for each new version of our Siebel-based workflow management system, including writing test scripts and release notes

In my role as a trainer I was able to apply all of the business knowledge I had gained over the previous 6 years to improve internal business systems training. Knowing an end-user’s business process was crucial to creating training that was relevant and engaging for those users. Many times I was asked to lend my business expertise in a business analysis role as new versions of our internal systems were developed. My responsibilities included:• On-boarding our 3 largest business groups in the US and Canada (over 250 total employees in 15 offices) to a new Siebel-based software system designed to replace their current manual systems and workflow processes• Providing in-person or web demonstration training each quarter when new software versions were released• Creating training curriculum guides, user guides, exercises, visual aides and other end user documentation for various systems training• Assisting our corporate Service Desk with troubleshooting and resolving systems-related issues

This role was a promotion and extension of my previous position as a Manager, Client Operations. I directly managed 8 resources including Proofreaders, Copywriters, Media Coordinators, Internet Posting Specialists and Billing Coordinators. I continued to assist the VPGM with account transitions, mentoring and developing the Account Executive staff, resolving client issues and tracking the overall progress and workload of 52 Account Executives in the Service Center. I was also responsible for:• Coordinating all facets of hiring including sourcing, pipelining, reviewing and interviewing potential candidates, planning and anticipating hiring needs, conducting new hire training, as well as completing all documentation regarding new hires and terminations• Conducting training sessions on new programs/systems or processes• Answering questions and troubleshooting any issues related to software and systems, SOP’s, internal processes and communicating with other internal departments• Assisting Account Executives with finding more efficient ways to fulfill their daily responsibilities• Finding solutions to specific client issues that may involve knowledge or use of our internal reporting software to streamline the distribution of information requested by clients

As a Manager I oversaw a staff of 36 Account Executives to ensure that all processes (both internal and with clients/customers) are being followed properly in order to increase efficiency, productivity and client satisfaction. I was also held accountable for the operations of the office, including maintaining equipment, improving programs, ordering supplies, scheduling vendor meetings, distributing and tracking account workloads, resolving client issues and other duties. Some of my responsibilities included:• Sourcing, hiring and training new employees• Supplying account staff with the knowledge and tools necessary to sell TMP products and take advantage of upselling opportunities• Distributing accounts to determine most effective workload to promote productivity and maximize client service• Developing new and creative solutions to increase office efficiency• Tracking financial progress of the office in terms of meeting goals and selling productsThe ability to stay organized and focused, as well as to provide creative ways to solve problems, was extremely important to this position.

In this role I was responsible for ensuring excellent client service and providing the most effective and efficient delivery of TMP products and services to over 30 clients. Some of my responsibilities included:• Receiving and executing client requests via email, phone and fax• Capitalizing on opportunities to sell TMP solutions to help clients make better, more creative and cost-effective advertising decisions• Making recommendations to clients regarding media choices, ad copy and design• Overseeing each step in the process of producing, estimating, copywriting, proofing, placing and billing advertisements• Dealing with various media (newspapers, Internet, radio, cable, etc.) to determine rates, deadlines, mechanical specifications and any other information relevant to the placement of advertising• Scheduling and prioritizing work to meet all deadlines• Creating PowerPoint presentations to present information at client meetings• Maintaining and distributing account information including creative and media briefs, client history, conference reports, client reporting, etc.The ability to multi-task and adhere to deadlines while producing quality, error-free work was essential to my success in this position.

In this entry-level position, my responsibilities included the following:• Calling various media for pricing information, mechanical specifications, deadlines, and any other information necessary for the production of classified advertising• Researching various US cities to determine the most appropriate media vehicles in those areas for my clients• Assisting in the placement and confirmation of advertisements• Creating insertion orders• Communicating with vendors to resolve billing issues