Jennifer Johns Email and Phone Number

• Serve as the point of contact between the customer and all sales, configuration, data migration, development, professional services, support and project team members during the implementation process. • Participate in internal meetings as well as lead weekly status meetings with the customer. • Lead software training with customer project team and end users. • Maintain issue tracking logs and action items list. • Provide the customer with appropriate software and project documentation. • Manage on site analysis, configuration training and go-live with customer. • Follow up and escalate gaps, issues and enhancements identified throughout the project. • Display a high level of knowledge and consistent service throughout all interactions with customer. • Manage the implementation project until successful completion.

• Serve as the point of contact between the customer and all sales, configuration, data migration, development, professional services, support and project team members during the implementation process.• Manage the implementation project until successful completion.• Participate in internal meetings as well as lead weekly status meetings with the customer.• Maintain detailed project plan, issue tracking and action items list.• Provide the customer with appropriate software and project documentation.• Work closely with customer project lead and entire project team to ensure that all deliverables are delivered successfully and on time.• Manage on site analysis, configuration training and go-live with customer.• Follow up and escalate gaps, issues and enhancements identified throughout the project.• Display a high level of knowledge and consistent service throughout all interactions with customer.• Lead software training with customer project team and end users.• Act as customer advocate/liaison with the Professional Services and Development department.• Create implementation documentation and provide implementation related assistance with other team members as needed.

• Coordination with an agency’s Information Management Officer (IMO) to collect, validate, manage, and satisfy user requirements for hardware, software, networks, infrastructure, user accounts, telecommunications, video teleconferencing (VTC) capabilities and other IT-related services.• Provide our customers with: Analysis & Design, Resource Planning, Life Cycle Management, Collection and management of customer requirements, Development of budget requests, Requests for IT related services, and IT Related Data Calls.• Analyzes and disseminates important IT-related information to customers• Work directly with each agency's (IMO) to determine and ensure IT requirements are fulfilled to the highest level of satisfaction. • Ensure the implementation of a validated solution by working the issue to the prescribed Governance Process.• Evaluate technology trends and products to meet customer requirements and validates potential sources for commercial acquisition.

• Analyze and order needed equipment for trips, create a trip plan prior to the trip and report finding upon return. • Identify post’s training needs and organize training schedules according to users availability• Perform all DM (Deployment Manager) tasks, which includes leading a team in the field• Provide on-site training to all consular users including Foreign Service Officers and locally employed staff members on all Consular applications• Perform workstation/server swaps and upgrades• Setup all peripherals: printers, scanners, fingerprint devices, barcode scanners and passport readers• Assist user in streamlining workflow; troubleshoot and resolve technical issues• Provide outstanding customer service onsite• Assist side projects when in US: Quality Assurance on software development team, Overseas Support Desk

CSR Consultant for Customer Relations Management (CRM) Systems.• Serve as single point of ownership for customer issue and follow call center procedures• Document customer issues, troubleshooting steps and resolution in the call-tracking tool.• Assist customers with specific software applications.• Diagnose customer issues and assign appropriate support.• Ensure resolution of issues and follow-up with customers, promote customer relations • Understand customer business processes and apply priorities to calls accordingly.• Work with next level of support, development and field personal to resolve issues.

Global EDI/SAP Team won 1998 Global Award of Excellence• Monitored EDI/SAP systems, ensured all transactions were being processed promptly and correctly.• Took appropriate steps when errors occurred to deal with issue or escalated to higher level analyst.• Investigated and corrected flow problems by using various support tools.• Programmed in JCL and COBOL, moved changes through endeavor process to production.• Redesigned error control system in the translator and implemented changes to production.• Created an error-tracking database in Microsoft Access for the team.