| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
NerdStreet Address Melrose StreetOverland Park, KS Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLESKILLS Detail oriented Self-motivated Logical and analytical thinker Conscientious team player/collaborator Ability to manage and maintain multiple responsibilities simultaneously Experience managing, coordinating and meeting deadlines for many projects concurrently in a fast paced environments Adaptable to new concepts, processes, programs and willing to take the necessary measures to ensure projects are run efficiently so that deadlines are met Innovative in creating new processes and documenting them accordingly Windows or Mac proficient Have worked in: Salesforce, Microsoft Word, PowerPoint, Excel, OneNote, Confluence, Adobe Acrobat Professional, WebEx, Open X Ad Server, Premiere Global Services Message Reach, Omniture, CC-Assist, Quicken, Lotus Notes, Snagit, Google (Mail, Drive, Calendar etc), Remote Desktop, Citrix, AX Dynamics, Outlook, Onbase, Skype, Zoom, Teams, Sharebase, Jira, Various software license generators both web/cloud and desktop based.EXPERIENCEHyland Software (Previously Kofax), Olathe, KS - Provisioning Specialist 3May 2017 - June 2024In addition to the duties below under Kofax as a License Analyst, I took on the following responsibilities when Hyland purchased the company. Owned and operated the Cadalys case process, which was the companys internal cloud request system. Reorganized and documented the process. Managed and oversaw the backup drive system for all customer issued licenses. Removing, adding and cleaning up files as needed. Assisted in training Customer Care Advisors on licensing processes as well as trained my team on all processes and license generators for over 30 license generators and more than 15 product lines. Generated weekly emergency licenses for Customer Care Advisors to deliver after hours. Assisted with yearly audits to ensure orders met revenue recognition for the year. Assessed and improved the expiration date process for the education product, working directly with support to create a process to generate monthly reports. Conceptualized workflow and other processes to streamline the day-to-day tasks of the license team. Worked on-call for two of our business units every weekend in case an emergency were to occur as there was no other employee knowledgeable. Created all Process Change Requests needed for the license team to improve technical processes that could not be managed with simple documentation adjustments. Assisted in granting access to all new license members for license generators and other applications needed to perform job duties. Performed as subject-matter expert for licensing during the complete process overhaul for a revamped Salesforce application. This was a 2-year-long project. Developed the concept and project managed the creation of a case management system with the new Salesforce application so that provisioning could receive license requests, allowing analytics vs. the previous system of email requests. Managed and responded to all license requests via cases and internal questions regarding licenses by all departments.Kofax (Previously Lexmark), Lenexa, KS - License Analyst February 2016 - May 2017 Generated and delivered a variety of license keys for company owned products in conjunction with defined timelines. Created and administered all process documentation for products requiring provisioning for more than 15 product lines along with other provisioning policies and procedures. Managed licensing processes for current business units as well as newly acquired companies. Assisted in troubleshooting customer license issues in conjunction with the technical support team as a non-technical resource. Researched and reconciled missing licenses on customer accounts as requested. Consulted with other teams regarding the impact a product, system, or sales change might have on licensing and documented all necessary information for internal distribution. Issued temporary license keys as approved by management in production down or other urgent situations. Worked with sales support on any technical license information required in relation to upcoming customer deals. Created a request process utilizing email templates as we lost a previous case management system. Ordered and delivered third party license products as purchased by customers, working closely with the vendors. Managed the back-end order process for $0 license swaps. Lexmark (Previously Perceptive Software), Lenexa, KS - Customer Service AdvisorMay 2014 - February 2016 Acted as a customer advocate within the Software Support team and across all teams to ensure customer needs were met. Ensured all product support issues were handled appropriately through issue engagement, follow-up, documentation and escalation. Instilled key values for customer service delivery including responsiveness, reliability, assurance, empathy, proficiency and professionalism. Educated and assisted with the company's product suite licensing for all supported customer environments. Coordinated technical and non-technical resources across Lexmark in order to benefit the customer. Developed technical issue action plans with our product support engineering team for delivery to customers. Helped customers navigate our self-service website by educating them on finding relevant articles, opening support cases, suggesting ideas and responding to any inquiries they had. Frequently reviewed and added input to processes to help develop and improve upon them. Often updated presentation materials to keep them relevant while presenting the Customer Service Advisor role and to customers. Perceptive Software, Lenexa, KS - Database Services Project Manager November 2011 - May 2014 Managed customer upgrades, conversions and migrations. Created and maintained project documentation including technical and nontechnical requirements, timelines, project tasks, project plans and general project communications to ensure seamless environmental transitions. Tracked and communicated status and resolution paths for product and solution related issues while building strong internal relationships with departments including Development, Product Management, Training, Sales, Professional Services, and Support Services. Managed client timelines and deliverables through all phases of the project life cycle analysis, design, development, testing, implementation and post production communication. Oversaw communications and planning between clients team and internal resources. Managed and created new internal/external documentation templates updating and improving team processes. Facilitated seamless transition upon completion of projects to the Support Services team.Ascend Integrated Media LLC, Overland Park, KS - Database Coordinator2008 - 2011 Took initiative to learn and implement new processes for both data collection and mass email management therefore creating a permanent position in the company as was previously contracted. Managed implementation and revision of projects created yearly by the eMedia department for our clients by gathering requirements both internally and externally. Submitted project requests and change requests to the appropriate division, developer and designer. Continually developed and maintained positive working relationships in order to analyze and define business requirements. Contributed regularly to data content discussions to ensure project goals were clear and attainable as well as identified opportunities for process improvements for the business and IT. Coordinated approval processes to guarantee both internal goals and client expectations were met for our directory style publications. Worked with clients to review errors and communicated issues to the development team to review and correct. Provided quality assurance testing for data collection, mass emails and 365 event sites to ensure that the development matched the requirements. Managed database coordination by planning strategies; gathering and managing client lists for enrollment and regularly updated database web sites during a collection period or year round. Performed HTML development for data collection email blasts as well as their deployment. Delivered quality customer service for all exhibitors needing assistance working through our data collection sites in order to update their listing information. Managed all email outreach, performing a multitude of email blasts for clients and collected all site traffic reports for each blast. Created work orders and cleaned data supplied to us for our print products to ensure that the layout would reflect the style guidelines requested by the client. Performed administrative duties to ensure all documents were organized and archived properly upon completion, maintaining the importance of detailed documentation. Assisted in the management of project deadlines by coordinating spreadsheets and calendars. Managed and placed all electronic media advertisements through both our own web sites and OpenX Ad Server. Created digital magazines from PDFs using Flipping Book PDF Publisher.EDUCATIONUniversity of Kansas - Bachelors2005 - 2007Johnson County Community College - Associates2003 - 2005 |
