Jody C. Email & Phone Number

Tampa, Florida, United States

In this current role, I am mainly involved in gathering requirements from new clients to customize software as per clients' needs and specifications. I am responsible for overseeing day-to-day operational aspects of a project during the implementation phase. Furthermore, I identify project risks in the development process and communicate with team/department leads and clients.My key achievements for this role have been:• Spearheaded full project lifecycles from initiation to completion with customer-facing deployments.• Provided top-notch customer service while coordinating with wide range of clients on various projects.• Delivered insightful direction and guidance to senior management of all ongoing projects status with new clients.• Led all aspects related to implementation process including client deliverables and expectations.• Liaised with stakeholders to obtain project scope, component requirements, and duration restrictions details.Lead Client Support Specialist (01/2020 – 07/2021)During this tenure, I have analyzed customers’ concerns and implemented corrective action plans accordingly. I built and nurtured business relationships with key clients to achieve strategic business objectives.• Utilized in-depth technical expertise to diagnose problems and communicate solutions to customers.• Completed 115% over the team average and 75% First call resolution of inbound call handled within department.• Led, mentored, and trained new client support specialist to ensure operational and service excellence.• Analyzed business requirements through BRD.

• Create monthly, and weekly reports for president• Maintain files for compliance and court appearance• Handle all hardware, software, security and vendor contracts• Handle customer concerns, complaints and billing• Main contact for accountant communications• Prioritize and delegate tasks• Respond to client needs and provided additional support where necessary• Track office expenses • Prepare invoices, Accounts Receivable/Payable and banking.• Manage office operations to ensure efficiency and productivity• Manage accounts receivable/payable and reconcile accounts • Process monthly payroll • Manage relations with clients, suppliers and contractors

• Draft Legal documents, pleading, and correspondence • Perform case law research• Communicate with clients• Attend court hearings• Attend depositions• Perform general office administration• Update computer systems and various softwares’• Maintain various office equipment• Notarize documents

• Support and instruct users on using inventory and tracking software. • Setup and maintain hardware and software for multiple companies and sites. • Work with outside vendors in order to ensure proper software and hardware is up to date. • Maintain warehouse inventory and tracking systems.• Create and maintain databases• Assign user permissions• Train users on the use of software and hardware• Work with vendors on various software licensing and issues• Inventory and asset management• Installed and maintained network equipment at multiple sites• Create and maintain network user accounts• Provided support via phone, email and when needed in person• Prepare invoices• Manage office operations to ensure efficiency and productivity• Manage accounts receivable/payable and reconcile accounts for 6 locations • Process monthly payroll for 6 locations

• Support users on the use of RealEC proprietary software. • Train new users on the functionality of web-based software. • Assist internal and external users on the use of multiple hardware and software products, including Microsoft and Adobe. • Report bugs and work with developers to address bugs and other problems within software • Design reports and queries for Microsoft Access. • Worked with users and development teams in gathering requirement for the teams and determining their infrastructure need. • Work together with users for their requirements; chose the required infrastructure needed to fulfill the project requirement. • Run daily, weekly and monthly reports• Create and maintain Database users • Create and maintain database records• Create and maintain user databases• Assist users learning various Microsoft products• Determine resolutions to software conflicts• Create and provide training programs via WebEX and Citrix for internal and external users• Worked with outside vendors for client information• Worked with National companies to automate ordering process

Provided direct support to major companies such as Washington Mutual and Bank of America for all RealTrans technical issues. Provided second and third level support to all other companies experiencing technical issues. Provided assistance for all billing questions.Accomplishments:Worked with developers to make changes to existing softwareWorked with developers to implement future changes to softwareAssisted users installing and updating software packagesAssisted in creating company specific reports for production and analysisWorked with outside vendors in training on use of softwareReport bugs in proprietary software to developers and make sure they are correctedHeld internal training for proprietary software and requirements

Support of users on Exchange Server 5.5. Migrated users from Novell to NT platform. Create and Maintain user access on Citrix / NFUSE. Provided technical support for network systems. Support of multiple proprietary softwares. Install and upgrade PC hardware. Install and maintain network printers through HP Jet Direct. Train users on the use of various Microsoft productsAccomplishmentsMigrated users from Novell to Windows 2000Work with various vendors in purchasing software, hardware and licensingDaily backups of all servers using Veritas backup softwareResponsible for user accounts and access levelsMaintain Blackberry users and equipment Maintain Exchange 5.5 serverResponsible for Active Directory user accounts and maintenance Maintain Web filtering software and approved access lists.Responsible for all helpdesk callsTrack all helpdesk calls using Track-It! SoftwareProvided support for all Microsoft productsProvide support for third party softwareReplace hardware in desktops and laptopsConfigure desktops and laptops for deploymentProvided support for internal and external employee via phone, and emailTrain users on the use of various software via phone, and emailWorked with users and development teams in gathering requirement for the teams and determining their infrastructure need. Work together with users for their requirements and then chose the required infrastructure needed to fulfill the project requirement. Review and provide input to Policies & Procedures and monitor compliance with the prescribed requirements related to operational risk managementMaintain access control lists for approved web accessConfigure and maintain web control software Participated in the negotiation of contracts with various venders

Provide support to end users worldwide either through telephony or email. Supply end product to distributors under strict time limitations. Wrote installation programs for customized Internet software. Monitor daily activity for indecent vocabulary and sayings. Troubleshoot various Internet Programs. QA websites for viewing. Test software before distribution to users. Document notes and tech manuals for end users and internally use. Maintain current website FAQAccomplishmentsCompleted all tasks ahead of schedule and under budgetDeveloped Chat Room content monitoring applications for child protectionDesigned graphics for web interface Created installation for Just2Cool version 5Provide all levels of support to end usersCreate and maintain all documentation for software use Maintain access control lists for approved web accessDevelop and maintain databases of approved and unapproved websites for childrenAssisted in creating and maintaining approved environments for children to surf the Internet

Masters, Information Systems

National Deans List 3 years, Graduated Magna Cum Laude

Bachelors

National Deans List, Graduated Magna Cum Laude, Phi Beta Kappa