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William
dwain@spacecoastpacknship.com
321-895-8815
1828 S Park Av
Titusville, FL 32780
Member Support Specialist
27 years experience W2
3
Recommendations
Average rating
212
Profile views
Summary

  • Managed up to 35 clients offering front line technical support for a premier staffing and scheduling system
  • Helped conceptually design and enhance several modules in the RES-Q Labor Resource Management system
  • Conducted webinars and end user training to facilitate optimum utilization of products Strengths
  • Unique ability to communicate on all levels from decision makers to end user clients
  • Used solid training techniques to provide a sound knowledge base for customers
  • Detail oriented, able to accurately read a client’s needs and produce prompt results
  • Strong organization and planning skills utilizing effective time management
  • Career/Goal oriented, committed to the highest of professional performance standards

Experience
Office Manager / Travel Consultant
Retail
Apr 2011 - Nov 2013
  • Duties Included:
    • Manage accounts payable / receivable
    • Manage travel arrangements for multiple corporate clients
    • Utilize multiple computerized reservation systems to arrange travel by land, sea and air
    • Manage telephone system and update configuration as needed
    • Manage network, file server, computers and backups
Customer Service Project Management
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Client Support Specialist
Information Technology
Aug 1994 - Oct 2010

2/96 – 10/10

Client Support Specialist

Ongoing training and support for staffing and scheduling clients.

  • Duties Included:
    • Installed software in a client/server environment (Oracle and SQL Anywhere databases) - On-Site
    • Configured software based on individual client needs - On-Site
    • Trained usage of software for end users - On-Site and remotely
    • Primary point of contact for clients with usage related issues
    • Conducted webinars on system usage and new features and functionality for end users
    • Created and maintained software documentation
    • Participated in annual Client Conference by creating agendas, recruiting client guest speakers, and teaching classes
    • Maintained monthly travel expense report
    • Logged all client contact in a CRM database
    • Provided On-Site refresher training for assigned clients on an as-needed basis
    • Helped conceptually design and enhance several modules in the RES-Q Labor Resource Management system.
    • Installed and configured interfaces between the RES-Q Labor Resource Management system and the following:
      • API Payrollmation (Time and Attendance)
      • API LoborWorx (Time and Attendance)
      • Kronos (Time and Attendance)
      • Various smaller time and attendance systems
      • Various Systems for HR (employee demographics)
      • Export of staffing needs to Concerro's Shift Select (formerly BidShift) product
      • Imported Awarded Shifts from Concerro's Shift Select (formerly Bidshift) product
  • Other Duties as assigned including:
    • Maintained VOIP virtual PBX for all remote employees
    • Minor periodic maintenance of the company's website
    • Managed travel arrangements for Client Services staff
    • Sought out and implemented a web-based solution to web-enable a windows-based product

8/94 – 2/96

Technical Support – Corporate Office

Front line technical support for a premier staffing and scheduling system

  • Duties Included:
    • Logging all support calls in a tracking system
    • Assisted clients remotely with system issues
    • Communicated client calls and results with the assigned Client Support Specialist
    • Sent software upgrades to clients
Software Delivery and Support SQL Database Upgrades Oracle
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References
Average Rating

3 recommendations
Edit Skills
Non-cloudteam Skill
Education
Attended in General
Titusville High School, 1982 - 1986
Skills
Customer Service
2013
20
Software Delivery and Support
2010
17
Database Upgrades
2010
16
Integration Testing
2010
16
Oracle
2010
16
Relationship Mgt
2010
16
SQL
2010
16
Problem Management
2013
15
Process Redesign
2010
15
Training
2010
15
Microsoft Office
2013
10
Project Management
2013
2
Languages
English, Fluent/Bilingual