Katrina Gates Email & Phone Number

Alpharetta

• Teamed with others in customer support to answer & process customer calls, emails and faxes effectively and efficiently• Maintain call ownership and provided regular and continuing communications with customers until resolutions were reached Troubleshoot other routine and/or semi-routine user computer issues. • Utilize logging tools to accurately document conversations or correspondences throughout each customer interaction• Employ knowledge, skills and abilities to maximize single call resolution measurements • Prioritize time to complete assigned tasks while maintaining a focus on productivity and customer satisfaction.• Use established methodologies and documented procedures to perform tasks

Responsible for all Service Desk functions for after hour support of more than 5000 users. E-Mail support for Outlook and GroupWise. Network and local printer support. User account management via Microsoft Active Directory and Novell Console One. Remote user support multiple platforms (Citrix, VDI, RDP, VPN)Ticketing System via Remedy.

• Provide Support with Data Translation software supporting data mapping and transformation processes• Currently support TrustedLink Windows’s Internet Protocol (IP)-enabled data transformation software that supports ecommerce program.• Ability to troubleshoot production software issues, solve problems and make decisions under conditions of uncertainty and time pressure, reflecting factual information and considering available resources• Currently support/troubleshoot Service/Software applications such as: Inovisworks, Catalogue, Compliance, Implementations, Webforms, BizManager, BizConnect, BizLink, Onramp, Tandem, TLW, Webware, WebEC, MMS/DOI and DECA• Providing technical support to customers, answering complex questions on function and usage of product via the telephone and/or electronic format, effectively diagnose, evaluate, prioritize and route issues reported. Experience in supporting & using database application.• SME (Subject Matter Expert) for Catalogue, Compliance

• Thorough understanding of EDI standards and transactions • Understanding of value added networks • Conduct initial kick-off meeting to determine project scope, validate Statement Of Work and set client expectations• Ensure that implementation materials such as trading partner templates, connectivity forms and trading partner notifications are delivered to the client and returned in a usable format• Provide connectivity information (IP address, username, password, 800#, etc.) and test client connectivity• Migrate E-Commerce traffic from competing VANs to GXS • Monitor E-Commerce traffic for 48 hours after go-live date • Coordinate VAN notifications and manage feedback• Troubleshoot connectivity issues and coordinate resolution via GXS support resources and/or third party agencies • Create (or modify) VAN mailbox accounts• Implement connectivity related changes for existing clients• Strong written and verbal communications/presentation skills • Knowledge of messaging protocols (FTP, AS2, etc.)• Understanding of XML, flat file and other common E-Commerce data formats • Ability to manage multiple tasks and Self-directed and Assist other team members• Strong problem solving, analytical, time management and troubleshooting skills

Ba, Information Security Systems (Iss), 3.67

Activities and Societies: Alpha Kapa Honor Society

Associate Of Science (A.S.), Computer Science, 4.0

Activities and Societies: Work Study Program