Teresa Schudrowitz Email & Phone Number

Watertown, Wi

As the Manager of North American Level 2 Software Support, I lead a team of 10 professionals, delivering exceptional support across 20+ software solutions in the US and Canada. My focus is on developing high-performing teams, optimizing processes, and ensuring customer satisfaction while driving operational efficiency.• Expanded a software support team from 5 to 10 members and reduced response time to under eight hours by implementing a ticketing system and knowledge management platform, optimizing performance and capacity.• Partnered cross-functionally with department leaders to align processes and scale operations, increasing supported products from 10 to 25 and expanding retail business from regional to national and international.• Introduced a ticketing system that streamlined support documentation and reduced response times, improving customer satisfaction and process efficiency.• Collaborated closely with Product Management, Engineering, and other stakeholders to define and implement procedures, ensuring a 95% uptime across solutions and maintaining smooth operations.• Developed knowledge management systems using SharePoint and Teams, enabling cross-functional collaboration and improving resource accessibility for all team members.• Optimized processes and resource allocation at scale, while increasing customer satisfaction and subject matter expertise.• Analyzed and reported performance metrics to address a 50% year-over-year increase in support requests, developing strategies to maintain service quality and efficiency.• Maintain communication with Product Management, Account Managers, Technical Support Managers, Level 3 Support, and other product stakeholders

Madison, Wisconsin Area

Coordinated payroll integration with 30+ providers, enabling charitable donations via payroll deductions for thousands of employees. Engaged internal stakeholders and organized and documented workflows, ensuring cross-functional collaboration and alignment with contractual and business requirements to streamline operations and enhance compliance.• Integrated payroll systems with 30 providers, ensuring seamless transfer of data and funds.• Defined and streamlined internal workflows for managing automated payroll processes, significantly increasing employee participation in the charitable giving program.• Identified gaps in internal processes and optimized workflows, resulting in improved customer satisfaction and greater internal alignment.

Madison, Wisconsin Area

Led an Application Support Team of Business Analysts, Technical Writers, Client Trainers, and Technical Support. Recruited and hired staff and implemented robust cross-training programs. Collaborated with internal and external stakeholders, including business users, Product Management, and Software Development, to streamline processes, define product requirements, and resolve issues efficiently.• Supported planning for software development priorities, ensuring timely delivery of all application support deliverables, which improved development efficiency and enabled on-time software implementation.• Defined and built out the Business Analyst role and Support Team, expanding capabilities to include one junior and two senior analysts, while advising cross-functional teams on leveraging analysts to address client needs.• Developed and implemented documentation policies, processes and procedures. Ensured functionality was documented and approved prior to development, enhancing compliance and streamlining the software development lifecycle.• Expanded the client technical support team from one to three members; created team standard operating procedures.

Madison, Wisconsin Area

Led end-to-end project management, preparing proposals for prospective and accepted contracts, negotiating project scope, SOW and outlining project plans. Identified and mitigated risks, prioritized issue resolution, and spearheaded change management. • Managed and executed large-scale data analytics projects that accounted for 75% of company revenue.• Led ETL process implementation, reducing data integration time and enhancing data accuracy and reporting capabilities.• Supported clients in remediating ETL and database issues, and led the design, development, and implementation of data marts and databases to optimize business operations and meet data management needs.• Developed, customized, and automated reporting systems using graphic outputs, dashboards, Excel reports, and interactive web-based platforms to enhance data visualization and decision-making.• Produced and facilitated SAS and SQL software training courses for beginner through advanced users. Authored ‘Introduction to SQL,’ ‘SAS Tips, Tricks, and Techniques,’ and ‘Advanced Enterprise Guide’ training material.• Presented at SAS Global Forum and at local and regional SAS user meetings, and authored company newsletter articles.

Programmer Analyst / Project Manager• Managed client data conversions to the TBA system • Managed Hewitt Associates’ client team programmer analyst requirements• Developed requirements for a conversion process and future production• Customized base SAS and JCL code for a conversion of client data to the TBA system• Created Ad Hoc reports using SAS and SQL, developed program specifications, and provided production supportCurriculum Owner• Instructor for various in-house training courses• Designed, maintained, and developed training for Intermediate level training courses for Programmer Analysts• Mentored and coached associates

• Developed and executed test plans, conditions, and cases at Trans Union• Designed databases for documentation of test plans and issue reporting• Documented system design using System Architect, evaluated potential software for QA Team, and troubleshot test room equipment problems• Developed test standards and tracking methods for test case development and test execution• Interviewed candidates and trained and mentored team members on new procedures and products

Ms

Ba