Michael Cuozzo Email & Phone Number

• Supporting Enterprise (high employee count) customers that have completed the implementation phase and moved on to on-going support and account management • Build strong and positive relationships with clients at various levels• Build and document knowledge about the clients business and technical setup• Project manage and document all technical projects carried out with clients• Log any bugs or feature requests in the engineering ticket system• Build strong relationships with Client Services team members• Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements

Lowell, Ma, Us

• Supporting Enterprise (high employee count) customers that have completed the implementation phase and moved on to on-going support and account management • Build strong and positive relationships with clients at various levels• Build and document knowledge about the clients business and technical setup• Project manage and document all technical projects carried out with clients• Log any bugs or feature requests in the engineering ticket system• Build strong relationships with Client Services team members• Ensure client’s support tickets are resolved in a fast and professional manner and comply to agreed Service Level Agreements

• Internal training and guidance for a multi international support team.• Addressing escalated issues that require more in depth troubleshooting analysis and testing.

• Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem solving abilities.• Ability to research problems independently and identify root cause of issues using problem determination skills.• Give Timely, accurate, and complete responses to inquiries.• Consistently and effectively communicating with management to make sure issues are escalated and resolved.• Ability to work both independently and as a part of a team.

Us

• Demonstrated well-honed analytical skills in troubleshooting and swiftly resolving technical issues with all versions of Windows (95/98/2000/NT/XP).• Extensively performed initial set-up procedures and provided ongoing maintenance to ensure end user satisfaction.

New York, Ny, Us

• Apply dynamic customer service expertise to install time and attendance software at customer site, • serving as primary point-of-contact throughout complete process.• Customize software solution to customer specifications requiring precise configuration of payroll interfaces. • Train customers in software use and provide efficient ongoing technical support.

Rochester, Ny, Us

• Exhibited outstanding technical acumen in installing client software on network systems and stand-alone PCs, inputting employee data into payroll application, and supporting clients in use of time and attendance software.• Prepared data integrity reports and accurately reviewed and balanced year-to-date totals. • Effectively coordinated and provided in-house and onsite client software training.

Us

Leveraged significant troubleshooting abilities to support end users with hardware and software issues; resourcefully diagnosed problems, identified and implemented solutions, and tested software to ensure flawless functioning.

Roseland, Nj, Us

• Spearheaded software installation projects for clients by installing, configuring, and maintaining time and data collection programs and systems including electronic equipment and devices. • Enhanced systematic management of employee time and benefits programs through innovative time and attendance software and hardware.• Employed solid communication skills to facilitate end user/client training sessions.