Thomas Lockard Email & Phone Number

Dublin, Ohio

> EDI Support & Implementation for Customers and Vendors (as noted in previous position). Experience with document types now includes: 850, 855, 856, 810, 820, 844, 867, 824, 820, 997. Additional experience with 832, 940, 945 documents (not utilized in current platform).> Setup of EFT (820 & non-820) connections & troubleshoot related issues.> First line support for other eCommerce related orders (Web, OperativeIQ/AmbuTrak, etc.) into ERP.> Responsible for development, implementation, and testing of web orders into ERP.> SQL SP, View, and development and testing (including GP 2013 pre/post scripts).> SmartConnect map development and testing> Provides mentoring & support to department resources as needed.> Establish/maintain technical & SOP documentation

* EDI Implementation for Customers and Vendors, including: > Map development & testing, incl. consulting w/ 3rd party (Data Masons). Documents include: 850, 855, 856, 810, & 867 > Communication method setup, including FTP, VAN, and AS2 (nuBridges) > Management of EDI profiles in EDI Software (Vantage Point)* Experience with SQL Server, including creation (and consultation for the creation of) tables, views, jobs, and stored procedures.* Experience with Microsoft Great Plains v.10, managing customer and vendor data as applicable for EDI documents.* Familiarity with SmartConnect, related to importing customer data records to SQL tables.

Dublin, Oh

Analysis of EDI files and failures; verifying compliance to current maps and notifying customers of failures. Support of file processing applications related to EDI. Setup of EDI partners on internal EDI related applications. Escalation point for front line analysts.

Front end phone and e-mail IT support for Cardinal Health Customers and Clients; primary support - EDI. Support of additional customer applications, including web support and password resets.

Grove City, Ohio

* Troubleshooting and repairing common PC issues, virus/malware removal, data backup, PC optimization, hardware & software installation.* Provided general PC advice for customers considering a purchase.

* Designed and maintained Quality Assurance software, utilized to monitor, record, and score quality of 100+ CSRs and Technical Support representatives. Created standards of quality to follow for all CSRs.* Provided monthly quality reviews for CSRs by grading individual customer service tickets and chat sessions, for use in performance evaluation of employees.* Created training material and conduct training sessions for Local and International Customer Service representatives.(Starting month is approximate)

San Diego, Ca

* Supervisory position over a team of Customer Service Representatives handling trouble tickets within the games, including annual performance reviews.* Handled escalated issues from CSRs, investigating major/critical bug reports, or disputes between customers. Assisted with ticket handling as needed.* Responsibilities extended across multiple online games.

San Diego, Ca

* Troubleshooting in-game related trouble tickets which included bug investigation, lost in-game items, disputes with other players, general questions, harassment, and other community related issues.* Managed some in-game community and game generated events. This included primarily interactive live quests, which included controlling in-game characters and acting out predesignated and improvisational roles, and triggering in-game content related to these events. Occasionally attended player-run events, providing presence to prevent disruption and occasional participation.* Involved in some QA bug testing, alpha/beta test participation of game content, reporting and testing new bugs, and providing feedback on game content.