Samone Milbourne Email & Phone Number

Remote

-I currently specialize and support the JAGGAER downstream solution (Contracts +,Sourcing, Eprocurement, Invoicing, JAGGAER Pay & Supply Management modules).My Primary Responsibilities Include: - Serving as a subject matter expert in the JAGGAER downstream solution for clients and suppliers. - Providing dependable and timely resolution for complex software issues related JAGGAER solutions. - Collaborating with clients, developers, and suppliers for application implementation and software configurations. - Reports defects to the development team while providing in depth research documentation via JIRA. - Assists with resolving integration issues involving ERP systems such as BANNER, SAP, Oracle, PeopleSoft, Workday etc. - Creating knowledge base articles to use for ongoing training and resources for resolving issues. - Diagnose document format issues for cXML, EDI and various other formats.

Mclean, Virginia

Invoice Processing:-Reviewed EDI files (810, XML, Flat files and various other formats) that errored out in our system. -Diagnosed mapping issues with data being received from the vendor and provided feedback to the appropriate teams (vendor sending data or internal integrations/development team) regarding data mapping and system issues.-Manually adjusted the various file formats as needed (EDI, XML, Flat File, & proprietary) in order for them to process as needed.-Processed epayment/ecommerce invoices to various accounts and websites electronically using internal tools such as MS Access, and proprietary internal software.-Ran scripts SQL to resolve issues with files received for Ecommerce payments.-Created cross references based on data received for invoices from various vendors to be mapped to internal accounts in our system for our financial AP automation solution.Internal Support:-Served as Tier 2 support for the customer support team in all EDI mapping issues and formatting questions. Escalated as needed to tier 3 and 4 teams.-Supported AP teams with resolving unpaid items for high profile vendors via file adjustment, account management instruction and account audits.-Supported member advocates & CSM's with invoice processing concerns.-Supported our internal operations team with cross reference and invoice processing related issues.-Supported our internal disputes team by diagnosing cross reference account issues and resolving credits for unpaid invoices.-Supported members of the Supply Management team with escalated invoice processing/file transfer issues with vendors by providing solutions and insight based on system capability and purchasing program policies.-Conducted basic EDI/XML/Flat File format training sessions for internal teams to better understand and resolve incoming customer requests.

Mclean, Virginia

-Assisted clients with user creation, account creation, and instructions on how to utilize software solutions.-Resolved technical issues via the ticketing system Zen Desk and phone support for internal and external customers/vendors.-Conducted research for reported bugs and enhancement requests. - Forwarded researched findings to the development and integrations team for assistance.-Worked closely with AR and AP teams to assist customers and vendors on payment status.-Trained new employees in the support role and served as a resource for policies, procedures and technical issues.-Created various Knowledge Base articles for internal training

Provided 5-star general & technical support on Home Security Alarm System/Performed system configuration/ account activation/Trained Customers on utilizing vendor sites and mobile apps/ Troubleshot GE hardware, Alarm.com cameras and Z-wave devices via phone support.Key Contributions:• Participated as a senior member (3 years) of the After-Hours Emergency Support Program- provided remote support from home for customers during company after hours.• Developed troubleshooting guides for the following products for the company’s’ internal knowledge base: Qolsys I mage Sensor and Skybell HD Doorbell Camera.• Led beta testing program for IQ2 panel before product release while collaborating with vendors such as Qolysys and Alarm.com.• Prior to departing from the company, was rated the number one representative with the highest score in problem solving out over 100 representatives for 2017.• Led remedial workshops for employees about hardware and software support.• Developed SOP’s for outbound customer facing programs.

Mclean, Va

As an FRS I provided small device technical support for ipods/ iphones and mac software/ performed modular repairs on iOS devices/performed data transfers between pcs to mac/facilitated personal/group software training/provided in store training for employees.

My position as a Mac Specialist marked the beginning of my career in Customer Service within the technical world. Assisted customers through selling them iphones, ipods and macs/providing setup on their Apple devices/ performed as concierge in various points of the store/ assisted in maintaining visual standards of the store/provided group workshops for customers on Apple products. Key Contributions:• Was appointed workshop team lead. Trained all workshop facilitators, and facilitated a majority of the sessions. Created and provided Apple Corporate approved workshop scripts. Increase store net promoter score from 40-70 within 1 quarter.• Generated $1.5 million dollars in revenue in 2010.• Led core training groups and instructed new hires on SOP’s.