• Providing application and technical assistance to customers both nationally and internationally via technical support cases• Support including functional and program analysis, trouble shooting, testing, debugging. • Analyzing complex customer issues to identify and implement solutions. • Managing Service projects via Sales Force cases for support• Managing New Client Introduction to Support and Service project hand off meetings• Serving as primary support/service liaison between support and development, escalating issues when necessary• Managed Knowledge Centered Service and Talk Desk implementation projects for support.• Maintained and exceeded all responsiveness and resolution goals via customer Sales Force cases, placing strong emphasis on customer service.

• Providing application and technical support to customers both nationally and internationally • Answering complex questions on function and usage of product via the telephone and/or email• Support including functional and program analysis, testing and debugging to resolve customer reported issues • Serving as primary support liaison between company and customer in a highly team oriented environment.• Conveyed customer feedback to product development staff for issue resolution • Proficient in Visual Enterprise Purchasing, Receiving, Costing, Global Financials, Payroll, and VTA, SQL Management Studio, Query, Trace and other database related functions• Maintained and exceeded all responsiveness and resolution goals via customer incidents, placing strong emphasis on customer service• Developed/Maintained procedural documentation for internal employees

• Responsible for managing implementation projects from initial client meeting, through go live• Providing on-site application installation and training, along with additional monthly support for many clients.• Supported customers nationally and internationally via phone, email, and on site instruction.

• Worked with team to maintain all applications on the AS/400/i-series for one of the largest waste management companies in the United States. • Training and supporting internal customers and end-users all over the Northeast via phone, email, and on-site instruction for Soft-Pak and Datastream• Application Troubleshooting, debugging, and query writing• Developed and lead monthly application training classes for internal employees• System administrator and operator functions as well as aiding programmers with researching and problem simulation.• Handled all outsourced monthly receivable invoicing

• Provided support, training, and installation to multiple customers for a leading software system in the waste industry. • Handled the complex issues, working extensively with development, reviewing job logs, writing queries, and designing problem simulations. • Reviewed program code to determine root cause, repaired most level 1 issues. • Served as liaison between customer support and development• Developed and documented multiple departmental procedures. • Prepared and delivered application training sessions at the annual Users Conference to customer base