Lisa Wasserman

Clearwater, FL | 248-854-0666 | l.wasserman@yahoo.com

www.linkedin.com/in/lisawasserman2

11 YEARS EXPERTISE | APPLICATION SUPPORT | CUSTOMER SERVICE

SUMMARY
IT professional offering 11 years expertise in supporting workflow management
solutions and clients from various industries including financial and healthcare in a
help desk environment. Demonstrated ability to analyze and resolve technical
issues / incidents effectively while providing superior customer service from first
contact through resolution. Issues range from user account configuration to web
service failures and user training. Acknowledged for composing clear and concise
written communications. Strives to increase efficiency of existing processes.

SOFTWARE SKILLS

Unisys One Support

Extensity ( Infor )
FileZilla
GoToMeeting

Concur
Oracle Financials
Microsoft Test Manager (MTM)
Clarifire

ACHEIVEMENTS

Recognized for willingness to train team members (Bravo Award).

Designated by management as a Subject Matter Expert (SME).
Reduced turnaround time in user account creations by replacing manual
calculations of case distribution ratios with a formula-based template.
Decreased number of discrepant credit card accounts by 50% as a result of
an application enhancement suggestion related to cash withdrawal fees.
Eliminated unnecessary accounting efforts which corrected reoccurring coding
errors made in the expense report / credit card processes by identifying root
cause and updating user training documentation.

QUALIFICATIONS

Acquired a comprehensive understanding of company product solutions: SaaS

workflow automation solution, service-orientated mobile workflow solution,
and business travel and expense management software solution.
Provided level 1 and 2 support to internal and external clients.
Resolved application issues for root cause and reached sound conclusions.
Issues include: user management related requests, connectivity, business
rule or web service failures, process design flaws, corporate data errors,
database updates, and training end users and employees.
Managed, prioritized, assigned, escalated, and followed up on requests
received via ticketing system, telephone, emails, live chat, and in-person.
Utilized tools and resources for research and analysis including process maps,
BRDs, event log viewer, FTP data files, and reports.
Monitored requests for trends and patterns. Reported potential issues at early
stage.

LISA WASSERMAN

PAGE 2

(Qualifications Contd)

Communicated with external vendors (banks, host) and internal teams

(coordinators, business analysts, database administrators, developers).
Assisted Quality Assurance team and Project team with software testing and
knowledge sharing.
Monitored scheduled tasks and interface processes to ensure data integrity.
Assisted with software installations, configurations, and patches.
Wrote simple SQL query statements for reports.
Coordinated the scheduling of server refreshes for the expense report system.
Audited expense reports and reconciled corporate credit card accounts

EXPERIENCE
Clarifire - St. Petersburg, FL
Nov 2009 Jan 2016
Client Care Representative (FKA Software Support Representative)
ARC Billing Services, Inc. Clearwater, FL
DME Billing Specialist

May 2009 Aug 2009

Populus Group, LLC - Southfield, MI

Mar 2008 Oct 2008
Assignment at ArvinMeritor Troy, MI
P-Card Administrator and Vendor Maintenance Specialist
LaFarge Southfield, MI
Extensity System Administrator
Accounts Payable Helpdesk Specialist
Accounts Payable Clerk

Jul 1999 Oct 2007

EDUCATION
Bachelor of Arts
Computer Science Information Systems
Wayne State University - Detroit, MI

HONORS/AWARDS
Bravo Award
Recognized for willingness to assist team members and knowledge sharing
(Clarifire)

2012

DaimlerChrysler Corporation Fund Scholarship

2001