Kimberly Tovar Email and Phone Number

• Acts as mentor to the Business Applications Operations team facilitating and leading the investigation and resolution of unplanned service interruptions.• Investigates and analyzes application data, business processes, and source code to troubleshoot issues and provide appropriate resolution.• Maintains open and timely communication with pertinent parties during issues resolution. • Alerts team leaders and department management of issues with high impact on the normal operation of the business applications.• Escalates unresolved issues to appropriate individual or teams based on established guidelines and procedures.• Works closely with development teams members as needed assisting in detailed research work in production environment.• Acquires and maintains current knowledge of relevant supported applications.• Acquires and maintains current knowledge of the technical implementation of applications includingareas of servers, network, and security.

-Provides problem resolution and issue management for supported applications in the Business Applications domain.-Investigates issues to help determine core problem; this includes data analysis, source code analysis, business process analysis, any other contributing factors such as user habit, etc.-Tracks process to ensure that unresolved tickets are escalated to appropriate individual based on established guidelines and procedures.-Proactively stays involved in the resolution of issues as it applies to the Business Application domain, including communicating updates on the issue to the customer as well as ensuring that they understand the resolution.-Takes the lead role in data correction / manipulation when required to support business utilization of application;-Responsible for understanding impact of requests, capable of evaluating the appropriateness and determining proper course of action.-Collaborates with team members to share knowledge regarding reoccurring problems and corrective measures.-Maintains a high level of customer trust and confidence in the group’s knowledge of and concern for customer’s needs.

●Drive sales through exceptional customer service skills, sales techniques and store knowledge to connect customers with the best products●Trained 9 newly hired employees on how to process, fulfill and close out online customer orders as well as how to use the store's inventory management software(SIM)●Use inventory management software (SIM) to organize and keep track of merchandise to decrease inventory inaccuracies ●Organize footwear merchandise; re-work footwear area to ensure store conditions are meeting or exceeding expectations●Fulfill online order duties such as processing, packaging and shipping orders precisely using IBM Sterling Software● Perform various roles and cooperate with team members in several departments to ensure daily store operations run smoothly

●Consulted with clients to discuss services offered, price estimates and short-term projects before service was performed●Utilized attention to detail while creating approximately 30 client invoices per week using excel●Developed an organizational system to store client data and increase confidentiality ●Delivered exemplary service answering up to 20 in-coming client calls per day