February 1998 - February 2001 PeopleSoft Benelux Amsterdam, The Netherlands
Peoplesoft Global Support – ERP Support Manager (1999 – 2001)
Recruited and developed team of 14 employees to support the ERP products. Proposed professional development plans for the individual analysts. Provided personal mentoring to all analysts, including product knowledge transfer, troubleshooting/debugging skills, and scope management. Was the first-level escalation point for external customer and internal account managers. Met regularly with account managers and their customers in order to help improve communications. Communicated with development on identifying issues in the software, and attended customer meetings as requested. For certain top customers, chaired weekly issue review meetings, in order to help them and our developers resolve urgent issues more timely. Organized team building events. Presented PeopleSoft-themed sessions at various user group meetings and conferences.
Peoplesoft Global Support Center – Senior Support Analyst (1998)
Assisted in recruitment of new local hires, and also trained and mentored other members of the team. Started out supporting PeopleSoft Purchasing, but went on to self-learn other modules, such as Payables, General Ledger, and Human Resources.
January 1996 – February 1998 PeopleSoft USA Inc. Teaneck, New Jersey, USA
Peoplesoft Global Support Center – Senior Support Analyst
Supported customer issues related to PeopleSoft Financials software. Assisted in recruitment and training of new analysts. Acting manager for six month period (managing and mentoring a team of over ten analysts).