Leah Hollingshead, Cpp Email & Phone Number

Customer Support for Accounting software, subject matter expert, client training clients, tester for software releases, project coordination and maintain support documentation.

Erie, Pa

Responsible for functional testing all program and development application changes in the ReadyPay software which includes patches, tax updates, and Federal and State reporting requirements. After all tickets are tested in the sprint, I participate in regression testing to ensure other areas in the software still work correctly. Create tickets for any finds in the Jira ticket Management system, utilize sequel server to research, troubleshoot and update data in ReadyPay. Create test cases in TestRail management system for regression testing and tracking results.

Canton, Ga

Managing the Customer Care team and help desk by working with Operations Manager and Development Team Manager to prioritize development issues and program releases, help desk coverage, escalations, and overall customer help desk experience. Responsible for customer care responsibilities as listed below under Customer Care Team.

Canton, Ga

Functional support for Payroll/Accounting/Financial Software for customers in the south eastern region of the United StatesTroubleshooting and testing software to assist customers and finding solutions for reported issues Responsible for testing software for new products such as state and Federal reporting, Payroll, employee self service portal, Application Management and Time Management which includes file testing and validation, working with development when necessaryLeading the HR/Payroll, Leave, Substitute implementation for new customers, keeping up with project plans and tasks due, as well as training the customerManaging integrations with third party vendors as well as training customers on the new process.

Develop and manage integrations between BB&T Payroll Services and Third Party AdministratorsSuccessfully implemented 8 Third Party Administrators to date including pension, insurance, and workers' compensation partners from initial needs analysis, to deployment, to production and ongoing technical and operational supportCollaborate with Management to ensure client and partner satisfactionManage support for approximately 350 clients utilizing partner productsLiaison for partners and internal staff for ongoing issue resolution by using a CRM tool for tracking, researching the problem and working with internal staff in addition to new product or service additions Oversee creation of the data transfer file based on file specification guidelines and the transmission using Connect Direct and assist report writer in designManage multiple projects simultaneously, including creation of tasks and assignments, setting deadlines, and arranging meetingsCreate and document test case scenarios to ensure data file accuracyAids internal Training Department in establishing operational procedures to be communicated with Payroll Implementation and Specialists Communication of new or changed services to internal staffResponsible for creating test cases and testing new payroll software releases for iSystems Evolution

Selected as one of four Implementation Consultants as a result of organizational restructuring which temporarily eliminated the Product Support team - Implemented the larger and more complex clients Performed client needs analysis to identify individual client payroll needs, set project timelines, define company/employee data needed, and process initial payrolls to ensure the process is complete and expectations are met Initiated client contact and collected all data to be keyed or imported into the systemDesigned time lines and tasks for each installation and managed calls with the client to ensure goals were met

Provided internal and external functional support to the Lawson payroll systemResolved daily operational issues related to incorrect set up, payroll processing errors, taxes, Pension, Time Accrual, and any other issues related to Lawson and BSI Tax Factory Tax SoftwareTested new payroll software releases and created test cases working with developers on issues found in software and new software patchesAppointed to the data conversion team responsible for converting client and employee data from the Lawson Payroll system to the Evolution payroll system with a key emphasis on pension setup for all clients - Assisted in converting approximately 1500 clients in a three month period

Managed the payroll department and processed payroll using Lawson software. We processed for three process levels totaling about 6000 employees.

Managed payroll department and staff Administered entire payroll process including transmitting ACH files, printing checks, and the balancing, printing, and issuing of W-2s - This included three healthcare facilities with approximately 4000 employeesReconciled all financial reports and handled all system changes related to the Lawson Payroll System and Kronos Timekeeping SystemCreated and maintained all new processes and procedures that affected the payroll departmentWorked with the technical team on system issues and new development

Msa, Hospital Adminstration

Bachelor Of Business Administration (Bba), Business Management