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.
• 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.

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.
• 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.
• 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.
• Developed and implemented documentation policies, processes and procedures. Ensured functionality was documented and approved prior to development, enhancing compliance and streamlining the software development.
• 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.
• 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.

• 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

• 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