Christopher Moore
Fishers,IN
Summary
I am a leader with 20 years of experience of excelling in diverse environments. I thrive when I have a team around me that is focused on winning and improving. I am extremely confident in situations without pre-defined processes. I continuously seeking best practices, utilizing resources efficiently, gain consensus on how to make processes efficient, building and maintain strong team cohesion by valuing people over challenges.
Overview
16
16
years of professional experience
Work History
Senior Software Support Engineer
Genesys
Indianapolis, IN
04.2020 - Current
- Performed root cause analysis of problems, documented faults in tracking system and generated daily reports.
- Provided technical support to customers in the installation, configuration, and troubleshooting of software applications.
- Worked closely with development team members to identify and remove software bugs.
- Drafted standardized practices to streamline and increase reliability of repetitive tasks.
- Created and implemented forward-thinking systems to meet user needs and improve productivity.
- Operate without clear processes while providing structure for all.
- Provided technical support to customers in the installation, configuration, and troubleshooting of software applications.
- Suggested identifying the bug and posting this so engineer can locate bugs via logs.
- Prepared comprehensive documentation regarding procedures, processes, best practices.
Client Implementation Manager
INFOSYS LTD - CDK Global
Indianapolis, IN
02.2019 - 05.2020
- Project Management: Oversee and manage end-to-end implementation projects, ensuring they are completed within the specified timelines and budget constraints.
- Client Onboarding: Facilitate the onboarding process for new clients, ensuring a smooth transition from the sales phase to implementation.
- Requirements Gathering: Collaborate with clients to understand their specific business needs and requirements for the CDK solutions being implemented.
- Stakeholder Communication: Act as a primary point of contact between CDK and the client, ensuring clear and effective communication throughout the implementation process.
- Collaboration with Internal Teams: Work closely with internal teams such as product management, development, and support to ensure alignment between client expectations and CDK's capabilities.
- Issue Resolution: Identify and address any issues or roadblocks during the implementation phase, working to find solutions and maintain client satisfaction.
- Training and Knowledge Transfer: Provide training sessions to clients on how to use CDK solutions effectively, ensuring they understand the features and functionalities.
- Documentation: Maintain detailed documentation of the implementation process, including client requirements, configurations, and any customizations made to the CDK solutions.
- Continuous Improvement: Identify opportunities for process improvement within the implementation methodology, seeking ways to enhance efficiency and effectiveness.
- Client Relationship Management: Cultivate strong relationships with clients, fostering a positive experience and encouraging long-term partnerships.
- Product Feedback: Gather client feedback on CDK products and communicate this information to relevant internal teams for potential product enhancements.
- Cross-Functional Collaboration: Collaborate with sales teams during the pre-sales phase to provide insights into implementation timelines and requirements.
- Training Development: Contribute to the development of training materials for clients and internal teams, ensuring comprehensive understanding of CDK solutions.
- Post-Implementation Support: Provide ongoing support to clients after the implementation phase, addressing any additional needs or questions that may arise.
- Risk Management: Identify and mitigate potential risks that could impact the successful implementation of CDK solutions.
- Programming Knowledge in following languages:
- Developed responsive web pages using HTML, CSS, Spring, Hibernate, Bootstrap, and JavaScript.
- Assisted with debugging cross-browser compatibility issues on multiple platforms.
- Developed code using Python, Java, SQL (database queries), and RegEx.
Compliance Officer
DEPARTMENT OF LABOR, OFCCP
Philadelphia, PA
01.2017 - 01.2018
- Audit and Investigation: Conduct compliance evaluations and audits of federal contractors to assess their adherence to affirmative action and nondiscrimination obligations.
- Data Collection and Analysis: Collect and analyze employment data, personnel records, and affirmative action plans to determine compliance with federal regulations.
- Policy Adherence: Review and evaluate contractor personnel policies and practices to ensure they comply with EEO and affirmative action regulations.
- Interviews and Site Visits: Conduct interviews with employees and management to gather information about employment practices and assess the implementation of affirmative action measures. May also conduct on-site visits.
- Review of Personnel Processes: Assess recruitment, hiring, promotion, and compensation processes to identify any potential discriminatory practices and ensure fair employment opportunities.
- Educational Outreach: Provide education and outreach programs to federal contractors to enhance their understanding of OFCCP regulations and compliance requirements.
- Equal Employment Opportunity Compliance: Ensure that federal contractors are in compliance with EEO laws and regulations, addressing any disparities or discriminatory practices.
- Policy Recommendations: Make recommendations for policy changes or improvements to enhance equal employment opportunities within federal contractor organizations.
- Documentation and Reporting: Prepare detailed reports documenting findings, conclusions, and recommendations based on compliance evaluations.
- Consultation: Provide guidance and consultation to federal contractors on compliance issues, affirmative action planning, and best practices.
- Mediation and Conciliation: Facilitate mediation and conciliation efforts between federal contractors and affected individuals when non-compliance is identified.
- Review of Affirmative Action Plans: Evaluate the effectiveness of affirmative action plans submitted by federal contractors, ensuring they meet regulatory requirements.
- Legal Compliance: Stay informed about changes in relevant laws, regulations, and OFCCP policies to ensure ongoing compliance.
- Collaboration with Stakeholders: Collaborate with other government agencies, advocacy groups, and stakeholders to promote understanding of compliance requirements and address concerns.
- Documentation of Violations:Document instances of non-compliance and, if necessary, recommend enforcement actions to address violations.
- Draft memos, emails, request letters, Notice of Violations, and various reports to include monitoring of progress reports of contractors.
- Travel as required and represented the United States Department of Labor with numerous contractors.
- Lead member of the Model Work-Place Committee.
- Lead survey and action plans to address negative perceptions that impacts employee satisfaction and productivity.
- Created comprehensive strategies to address themes identified employees for growth and positive change in communication.
At-Home-Advisor
APPLE
New Haven, IN
11.2015 - 12.2016
- Provide global troubleshooting of complex issues while adapting to a wide variety of cultural norms and communication styles.
- Expert in troubleshooting mobile iOS devices and Mac devices remotely.
- Leveraged specialized experience of diverse cultures to ensure conflict resolution.
- Result driven towards a positive customer satisfaction with global customer base.
- Part of organizational change with shift to add skills to At-Home Advisors.
- Ability to learn quickly and recognize areas of opportunity Apple.
- Demonstrated ability to work independently, including the ability to organize, plan, and prioritize tasks.
- Verify identity to ensure information security.
- Determine Service Level Agreements (SLA) while maintaining adequate disclosure and access providing individualized support for internal and external stakeholders.
- Improved operations by working with team members and customers to find workable solutions.
Customer Service Representative
SOCIAL SECURITY ADMINISTRATION
Fort Wayne, IN
12.2012 - 02.2015
- Client Interaction: Interact with individuals in person, by phone, or through written communication to provide information about Social Security benefits and programs.
- Benefits Counseling: Explain the different Social Security programs, including retirement, disability, survivors, and supplemental security income benefits.
- Application Assistance: Assist individuals in completing applications for Social Security benefits, including providing guidance on required documentation and supporting evidence.
- Claim Processing: Process and review claims for benefits, ensuring accuracy and completeness of information provided.
- Record Keeping: Maintain accurate and up-to-date records of client interactions, applications, and benefit determinations.
- Verification of Information: Verify the accuracy of personal and financial information provided by individuals applying for benefits.
- Issue Resolution: Address and resolve issues related to benefit claims, payment discrepancies, or other concerns raised by beneficiaries.
- Status Updates: Provide updates on the status of benefit applications and inform individuals about the progress of their claims.
- Policy Explanation: Explain Social Security policies, rules, and regulations to individuals, ensuring they understand how these policies affect their benefits.
- Referral to Other Agencies: Refer individuals to other government agencies or community resources when appropriate for additional assistance.
- Educational Outreach: Conduct educational outreach activities to inform the public about Social Security programs, changes, and important deadlines.
- Appointment Scheduling: Schedule appointments for individuals who need to visit the Social Security office for in-person assistance.
- Follow-Up Communications: Initiate follow-up communications with individuals as needed, such as requesting additional documentation or providing updates on the status of their claims.
- Data Entry: Enter and update information in the SSA's computer systems accurately and efficiently.
- Policy Changes: Stay informed about changes in Social Security policies and procedures, ensuring accurate and consistent information is provided to beneficiaries.
- Fraud Prevention: Identify and report potential cases of fraud or abuse related to Social Security benefits.
Program Lead
SCHOOL CITY OF HAMMOND
12.2007 - 12.2012
- Lead and coordinated multiple initiatives and projects successfully, including conflict management and mentoring urban youths.
- Exceptional skills in regards to building a coalition by building strong partnerships with internal and external stakeholders.
- Gather program requirements and facilitate meetings to discuss progress toward completing those requirements.
- Liaison to upper management on program specific employee relations issues.
- Recommended staffing changes to include terminations and duty assignments.
Education
Project Management - Organizational Management
Forbes School of Business, Ashford University
2015
Master of Public Administration -
Forbes School of Business, Ashford University
2013
Bachelor of Art - History, Latin American Studies
Purdue University Calumet
2012
Veteran - Dental And Field Medic
United States Air Force
Valdosta, GA09.2005
Skills
- Program Leadership and Project Management
- Advocate for Organizational Continuity Policy Sustainability
- Executive Presence and Team Building
- Software Development Lifecycle Experience
- Policy Implementation and Change Management
- Design Thinking and Communication Style Awareness
Timeline
Senior Software Support Engineer
Genesys
04.2020 - Current
Client Implementation Manager
INFOSYS LTD - CDK Global
02.2019 - 05.2020
Compliance Officer
DEPARTMENT OF LABOR, OFCCP
01.2017 - 01.2018
At-Home-Advisor
APPLE
11.2015 - 12.2016
Customer Service Representative
SOCIAL SECURITY ADMINISTRATION
12.2012 - 02.2015
Program Lead
SCHOOL CITY OF HAMMOND
12.2007 - 12.2012
Project Management - Organizational Management
Forbes School of Business, Ashford University
Master of Public Administration -
Forbes School of Business, Ashford University
Bachelor of Art - History, Latin American Studies
Purdue University Calumet
Veteran - Dental And Field Medic
United States Air Force
Affiliations
- Attended the GBeam Development Leader Summit September 2023
- Model Workplace Committee lead representative (2018)
- As part of the Model Workplace Committee employees were surveyed in hopes to change the perception of employees about management and their workplace in general.
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