Ricki Nicoson Email & Phone Number

Indiana, United States

•SME and escalation specialist collaborating extensively with various internal and external stakeholders to cultivate positive support-vendor relationships, including high-profile vendors that require special handling, driving growth and new leads•Facilitated prioritization and refinement sessions with Product Management to provide clear and well-rounded user stories for issues reported by Support and LEAs to ensure SLAs, and to ensure agency needs are addressed efficiently•Built and maintain support documentation database and training articles within Confluence•Assist in the planning and facilitation of legacy/acquisition product migrations to new platforms•Create JIRA user stories and provide QC testing for updates and product enhancements•Collect, analyze, and process monthly transactional and financial/sales data from multiple sources; provide ad-hoc data collection and reporting from multiple sources for internal stakeholders and external vendors•Resolve customer concerns arising from installation, operation, maintenance, product application, or compatibility issues; document recurring technical issues to support quality assurance and product development•Provide QA support and AB testing for application enhancements

Indiana, United States

• SME and escalation specialist on 3 applications within the Law Enforcement portfolio (AVRS Illinois Crash Reporting, CrashLogic report and analytics database, & Nucleus Synergy administrative/product management application) • Resolve concerns arising from installation, operation, maintenance, product application, or compatibility issues; troubleshoot and recommend corrective action for malfunctions in mechanical equipment or software applications; document recurring technical issues to support quality assurance and product development• Collaborate extensively with product management and development teams as a liaison for our Customer Support team, and leverage cultivated support-vendor relationships to provide the best experience possible for each side• Provide ad-hoc data collection and reporting for internal stakeholders and external vendors (agencies) relating to their crash report sales and reimbursements using Microsoft SQL Server• Strong data analysis skills including data gathering, prioritization, and providing guidance for action plans relating to both transactional/financial records and vendor crash data• Provide QA support to application enhancements for AVRS Crash Reporting application and web platform

Martinsville, Indiana

▫Respond to customer product inquiries via telephone, email, or chat sessions▫Resolve concerns arising from installation, operation, maintenance, product application, or compatibility issues▫Troubleshoot and recommend corrective action for malfunctions in mechanical equipment or software applications▫Document and track recurring technical issues to support quality assurance and product development

Bloomington Area, Indiana

▫Part of a team of direct care providers responsible for the daily care of individuals with disabilities in a group home setting▫Duties include medication administration, hygiene, nutrition, skill building, and community involvement▫Implemented and maintained electronic document and collaboration accounts to aid staff in improving customer care▫Provisional team IT support▫Facilitated summer camp program for children with disabilities

Bloomington, Indiana Area

▫Operate service desk for guest questions, returns, and exchanges▫Completed transactions to company service standards and offered point of sale add-ons such as Menards BIG Card and replacement plans to boost sales and customer base▫Returned merchandise to sales floor after being processed for return

Bloomington, Indiana Area

▫Responsible for daily store operations, including processing bank deposits, inventory control measures, merchandise shipments, clearance markdowns, and visual merchandising▫Provided excellent customer service on the sales floor and at point of payment while reducing shrink results▫Worked as part of a team to increase company awareness and boost sales as well as company-customer relations

Bloomington, Indiana Area

▫Responsible for high-volume accessory department at largest store in area▫Provided excellent customer service through up-to-date fashion knowledge, advice on special purchases, friendly and efficient checkout, and building repeat customer base▫Worked as part of a team to increase company awareness and boost sales as well as company-customer relations

Spencer, In

▫Completed custom-decorated ice cream novelty orders from order submission through customer pick-up▫Assisted in training new team members in all front end processes▫Ensured excellent service via dine-in and drive-thru processes while maintaining cleanliness of work area while following health and safety regulations

Terre Haute, Indiana Area

▫Assisted customers in purchasing and picking up merchandise from assembly department▫Provided excellent point of sale service and offered add-ons such as TRU credit and rewards cards to boost sales and customer base

Bloomington, Indiana Area

▫ Utilized AutoCAD software suite to create computerized blueprints, interior design ideas, and custom scale 3D models▫Organized firm's blueprint archive to increase efficiency in maintaining client records▫Organized and prepared data for firm's marketing campaign to raise company awareness and broaden client base

Associate Of Science (A.S.), Business Administration And Management, General

Associate Of Science (A.S.), Cad/Cadd Drafting And/Or Design Technology/Technician

Information Technology

Activities and Societies: Females in Technology, Alpha Lambda Delta, National Society of Collegiate Scholars, Dean's List 2010-2011