Alcibiades J. Pajaro

• Serve as a subject matter expert to customers regarding eligibility, affordability, reporting, analytics, technology, and integration to service ADP's largest clients
• Solve client problems by ensuring a consistent and superior client experience, taking a broad perspective to identify solutions
• Drive program compliance and manage penalty reconciliation and payments
• Provide proactive tracking of current employees to ensure eligibility compliance
• Determine benefit plan affordability for each employee with an ACA benefit status of full-time
• Set-up the enrollment process for ACA eligible employees
• Consistently monitors open cases to ensure Service Level Agreements are met or exceeded
• Manage overall performance of client interactions according to corporate standards and guidelines
• Will ensure quality standards, performance metrics, and service levels are met or exceeded
• Share knowledge and best practices with less experienced Consultants and Specialists
• Work proactively with clients to provide information, best practices and training

• Provide mentees and managers with appropriate feedback
• Collaborate with sales force until the client is successfully transitioned to Client Service
• Provide support for HRB, Pay eXpert, and Workforce Now Portal
• Provide support for the Recruiting and Staffing module
• Train and support clients throughout the relationship with ADP
• Manage project timeline
• Work with internal organizations and external vendors who provide services to these clients to ensure seamless and superior quality service
• Member of the Associate Survey Solution
• Perform Features Activation upgrades
• Perform Current Version upgrade
• Manage implementation of HRB and Payroll to the Workforce Now platform
• Provide support for first payroll processing on the current version of workforce now platform
• Administer the project plan schedule development
• Monitor the morale of team members to identify issues that relate to recommendations of improvement
• Communicate to the Project Team on progress
• Handle escalations
• Customize and install ADP Workforce Now Management Solutions

Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all supported applications or products

• Respond promptly and professionally
• Analyze client issues to determine if resolution can be found on initial call or if second level support is required
• Support and install upgrades and assists in all technical problems (I.E.. performance, security, etc.) for the ADP supported products
• Effectively Troubleshoot and Replicate issues to develop workaround for client
• Document and communicates the results to the client and/or Corporate Development
• Maintain appropriate records of client contact through the CRM system
• Use the Knowledge Management database to locate solutions to issues
• Ensure case notes thoroughly detail the problem/resolution
• Provide on-site assistance on issues that could not be resolved via remote tools
• Install or upgrade the software or develop custom solutions for all client-server products
• Provide complex technical expertise for industry-standard database applications: Internet Explorer, MS Access, Oracle, mySQL, MS SQL Server, etc
• Gather client databases and environment variables and recreates client scenarios in a PC Lab environment in an effort to resolve complex database issues
• Assist in new products pilots and rollouts to other departments and clients
• Act as liaison between Implementation, Client Services, Management, and Corporate Support to ensure high-impact issues are resolved in a timely and satisfactory manner
• Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues
• Mentor and train newly hired associates to ensure successful integration into the role
• Identify training needs for the department and assist with training development programs
• Provide feedback to management
• Act as a team leader in the absence of the manager by prioritizing critical issues, providing direction, and ensuring appropriate client support is delivered in a timely and effective manner
• Stay current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings
• Remain proficient in networks, operating systems, hardware, software, databases, browsers, and related products
• Assist in developing internal documentation to support new features and procedures for product enhancements

• Provides a full range of customer service for Comcast high speed internet product in a prompt, efficient and professional manner.
• Installs software programs and troubleshoots operating systems, software and hardware.
• Understands customer needs and recommends appropriate solutions.
• Prepares work orders for maintenance requests after determining if field visits are required and ensures appropriate follow-up procedures are met.
• Troubleshoots PC/e-mail/modem/home networking problems and escalates advanced troubleshooting problems to technical support group when appropriate.
• Maintains accurate problem call tracking in helpdesk ticketing system.
• Possesses an excellent knowledge of windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC operating and connectivity technologies. Diagnoses PC hardware, software, operating system and cable modem and cabling issues.
• Remains abreast of new products and technology.
• Consistently demonstrates ability to meet higher performance expectations (increased KPI/MPS).
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.