Kristin Endres Email & Phone Number

• Analyzed client use of ERP software and business practices to ensure EDI compliance.• Implemented new B2B EDI solutions for clients (ANSI X12) • Monitored EDI data transmissions for managed clients• Maintained proficiency in proprietary character and GUI mapping utilities• Upgraded EDI solutions in parallel with ERP software upgrades• Provided EDI technical support to clients• Designed UCC128 labels to trading partner specifications using Bartender and Label Matrix software• Provided training for clients and peers in requested areas

02/2002 – 8/2008 Apprise Software Bethlehem, PA Support Analyst Provide customer support for enterprise-wide software application• Worked with clients to determine issues and solve them using internal tools, business and technical knowledge• Liaised with programming and project management teams to provide best solutions fitting client needs• Maintained product knowledge with an ever growing and improving product Internal and customer training• Trained peers in specific application areas• Provided clients with training in requested areas

Rockaway, Nj

Senior Technical Support Representative Functioned as lead in team of technical support representatives• Provided general leadership, supervision skills and role model behavior to a team of assigned technical support staff members, to include first level performance reviews, call monitoring, and call center data review• Maintained high level of MYOB product knowledge and services, as well as competitive product knowledge, and general market information• Resolved escalated customer problems for the assigned team through expertise, training, and analysis of data files, while displaying patience and control with team members and customersExtensive telephone technical support for MYOB’s proprietary small business accounting software• Assist clients in understanding basic accounting principles • Provide solutions for individual business needs beyond primary program functionality• Analyze client data to determine quality and functionality• Desktop support for Windows and Macintosh operating systems• Network troubleshooting