Summary
Overview
Work History
Education
Skills
Certification
Technology Summary
Timeline
Generic

Denise Palcic

Willoughby Hills,Ohio

Summary

Implementation Coordinator offering 10 plus years of related experience and seeking a new professional challenge with a growing team. Highly organized and proactive with good relationship-building skills. Familiar with contributing to and managing system enhancements. Goal-oriented administrative leader focused on managing a smooth and efficient solution implementation. Strong attention to detail and superior work ethic. Professional, detail-oriented Implementation Coordinator motivated to drive projects from start to finish as part of a dynamic team. Process Associate experienced in identifying and coordinating process improvement initiatives that incorporate best practices and standard operating procedures. Skillfully identifies, plans and implements prioritized projects for organizational transformation. Software proficiency and demonstrated skill managing and driving multiple projects with minimal supervision. Reliable professional with experience in optimizing administrative and operational processes. Proven ability to manage multiple projects and prioritize tasks to meet deadlines. Process Associate seasoned in coordinating and implementing business process improvement projects while enhancing effectiveness and efficiency in support of business goals. Strong record in designing process architecture, establishing process measurement systems and educating team to manage processes effectively. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy. Hardworking and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through years of performance. Skilled at drafting reports and business correspondence, managing mail and updating tracking spreadsheets. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths. Dedicated administrative professional adept at providing administrative and logistical support for various projects, programs and initiatives. Professional and knowledgeable office clerk offering several years of experience in administrative support and customer service. Highly efficient planning, problem-solving, and communication skills. Enthusiastic Administrative Assistant with expertise in anticipating professional needs and proactively identifying and resolving problems. Bringing proven to promote organization and availability through effective schedule development. Excellent customer service and conflict management skills. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration. Organized office professional with experience with various administrative tasks such as preparing agendas, scheduling meetings and providing customer assistance. Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Process Assistant

Amazon Fulfillment Center
09.2019 - Current
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
  • Identified and resolved process issues to drive optimal workflow and business growth.
  • Conducted training and change management processes to improve operations.
  • Maintained knowledge of industry techniques, methods and equipment to create competitive advantage leading to business growth.
  • Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
  • Offered data-driven recommendations to align company strategies and process improvement initiatives.

IMPLEMENTATION SPECIALIST

OfficeMax Inc
09.2023 - 07.2023
  • Coordinated and managed installations for New Stores/Store Closing/ Renovations projects and expectations with Store Planning department, Store Personnel and various vendors
  • Planned and implemented over 300+ New Store Openings, 300 store renovations remodels and 250 store closings.
  • Coordinated and worked with MCI/Verizon business systems to provide installation of circuits for T1's and managed critical patches for installment.
  • Resolved store installation issues due to phone service issues and equipment malfunctions.
  • Managed and assisted in installation of equipment.
  • Provide direct support with Vendors for removal of stores closing equipment and downsizing sites
  • Worked with vendors for network cabling placement.
  • Coordinated schedule projects with Vendors for date and time requirements for equipment
  • Assist Store Planning and construction in layout plans for data placement for in-store network environment
  • Escalated issues with delays due to construction and network vendor work
  • Provided 4th level support Helpdesk support for UNIX and Windows XP applications and provided additional beta testing for store application with retail support issues.
  • Worked with various vendors and departments concerning initial setup and security support for remodeled stores, new store sites and store closings.
  • Worked with SAP database to do research on background transactions for online data entry.
  • Resent data as needed and notified key personal if product information or UPC / items were not updating to stores systems.
  • Coordinated and sent software updates to new stores using Dame Ware and On Technology via remote desktop support application services.
  • Provided extended Travel for site installations and technical support for surrounding 50 states.
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
  • Cultivated relationships with sales team to support and supply corrective actions.
  • Assessed project scope to confirm details and understand customer expectations in advance
  • Configured, installed and handled troubleshooting tasks for variety of different applications.

Implementation Project Manager

Fusion
12.2012 - 02.2019
  • Planned and managed approx.
  • 15 to 20 projects per month through implementation
  • Managed operation aspects of assign projects to ensure successful implementation.
  • Reviewed project requirements, and deployment of service agreement prior to scheduling introduction call with customer.
  • Escalated missing documentation and or information on project to sales team.
  • Gathered detailed information for project set up.
  • Initiated introduction calls with customer to review details of project.
  • Introduced team members associated with project delivery.
  • Reviewed and discussed any equipment deliverables and overall project requirements.
  • Initiated and facilitated meetings and discussion with project team members for delivery and accountability of equipment delivery, and or deliverables affecting implementation of project.
  • Ensured that any roadblocks and concerns were address to management teams.
  • Conducted and maintained project schedules and milestones provided coordinating material procurement as required of project.
  • Escalated project related issues that may affect project and customer satisfaction.
  • Discussed delivery timelines and ensure dates are processed in time frames given.
  • Coordinated with customers Vendors for delivery of equipment and or service implementation.
  • Discussed rollout dates and timelines of deployment schedules.
  • Accountable for closeout or job complementation; review information with customer and ensure overall customer satisfaction of project installation has been meet.
  • Discuss submittal of invoices to customer.
  • Ensured necessary billing for completed projects was provided to appropriate team.
  • Installed, maintained, upgraded and patched storage systems
  • Supported business continuity and disaster recovery
  • Designed and implemented key metrics to measure asset inventory accuracy
  • Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
  • Conducted quality assurance to verify accuracy of data used in IT projects.
  • Updated customers and senior leaders on progress and roadblocks
  • Led cross-functional teams to successfully complete IT projects
  • Monitored and tracked project progress to support timely completion

Project Coordinator

CGI Federal
04.2011 - 11.2012
  • Received and process signed letters and processed appeals regarding patient's audits; as well as additional documentation, scheduled discussions, teleconference meetings/hearings.
  • Worked with Helpdesk to provide responses to provider inquiries regarding patients audits and or question regarding information required to processes appeals.
  • Produced and conducted quality assurance reviews of correspondence (letters) for daily mailings manually printed and mailed letters in addition used secure electronic file transfer of patient's files as well as communication letters.
  • Tracked and reported letter mailings as well as produced weekly reports to project manager.
  • Received daily mail and faxes from healthcare providers.
  • Worked with Doctors and Nurses regarding appeals received.
  • Scheduled discussion calls, teleconference and hearings for audit team
  • Developed meeting agendas, facilitate teleconferences and produce meeting notes.
  • Provided prompt follow up to internal Call Center inquiries.
  • Provided prompt follow up and excellent customer service to external customer which included healthcare providers and clients) as needed.
  • Generated weekly/monthly reports promptly communicated concerns related to production to management in which delays would be caused due to system issue.
  • Participated in updated process improvement and updating documentation ongoing.

IMPLEMENTATON ORDER PROCESSOR

Sage Quest/Verizon
04.2007 - 08.2011
  • Receive and process new customer service contracts for GPS Units to be installed in customer vehicles.
  • Ensure customer deposits received and processed.
  • Work with approved leasing companies if customer service contract requires lease for equipment.
  • Arrange Kick off call with customer to review order and implementation process.
  • Review contract signed and advised customer of terms and conditions with monthly service and payment.
  • Contact service installer to arrange installation schedule for hardware in customer's vehicles.
  • Schedule follow up call with customer to review when installer is available and schedule times for installation make changes as needed to ensure customer order is processed.
  • Conducted follow up call to customer to verify implementation completed and customer is ready for hand off for initial training of services provided.
  • Provide 1st and 2nd level support for customer reported issues.
  • Enter trouble tickets and ensure customer receives response to reported issues within agreed service level times.
  • Follow up call with customer once reported outages are resolved and verify customer has access to all functions of systems.
  • Plan and prioritize call activity on managing personal time schedule proactive customer calls with existing customer accounts to ensure customer overall satisfaction, and system utilization.
  • Offer addition training to customer at no additional cost.
  • Follow up post review of services provided and offer additional service features to enhance customer overall return on investment; such as with work force management integrations, Fuel Card, and routing integration hardware.

HELPDESK SUPERVISOR

06.1996 - 09.2002
  • Supported 900 + stores including, Delivery Centers and Call Center Operations
  • International sites in Japan and Puerto Rico
  • Managed and oversaw support and training of 25 Analysts for daily technical and operational problems.
  • Managed/ supervised flow of work to support call flow and breaks and lunches for support.
  • Provided support for O/S 2 operating systems for within POS environment.
  • Used Dame Ware remote support application to support stores systems via web-based access to correct and or diagnose related software or hardware problems.
  • Diagnosed and fixed in-house wiring issues with 1st call fix over 80 percent of time.
  • Researched issues with register communication problems and in store systems applications if be procedural or software assisted in Beta testing for new applications.
  • Escalate calls for hardware issues to field engineers to resolve.
  • Assisted in Stabilizing stores environment when systems down due to weather, fire, theft or power outages.
  • Monitored systems environment for Delivery Centers, Stores and Call Centers
  • Notified Development when systems performance level is peaking using Tandem Database to support when Credit authorizations issues arise
  • Running test applications on lab systems for downloading new release of software and then sending down via times frames prior to full store chain roll out
  • Contacted Customer Service representative when field technician has not made service contract time frame.
  • Notified cable vendor for service to repair or send a consumable to site area.
  • Developed and coached analysts for testing new software and upgrading skill level.
  • Complete and update payroll for Associates and coached analysts on Policy and Procedures.

HELPDESK ANALYST II

03.1994 - 06.1996
  • Technical skills included troubleshooting handling approx.
  • 50 to 75 calls daily on first call
  • Fixed Hardware and Software issues for Fujitsu Registers systems, Atrium, T5000 and PC controllers using O/S 2 Operating systems.
  • Worked with and on UNIX based systems for Stores Data Entry and Information Systems
  • Updated and sent software to stores Symbol Inventory Equipment with DOS operating software.
  • Set - up New Stores and worked with Service Technicians and Upper Management Personnel
  • Set up Systems Support groups for possible store environment problems with new application of software prior to download.
  • Helped work with technical writers to include technical support information for Helpdesk support analysts.
  • Trained and coordinated new Analysts.
  • Remote login to store systems using Windows based Reflections application to check systems in background processing.
  • Processed and executed daily store checklists to stores from corporate system Sun Processor.

Education

High School Diploma -

Willoughby-Eastlake Technical Center
Willoughby, OH
01.1982

Skills

  • Management Support
  • Performance Monitoring
  • Assignment Delegation
  • Safety Management
  • Attendance Tracking
  • Supplier Relations
  • Presentations
  • Schedule Coordination
  • Trend Tracking
  • Dispute Resolution
  • Process Flows
  • Process Improvement
  • Cross-Functional Collaboration

Certification

Global Knowledge Certification for Internet and Network Communications and Fundamentals of Networking, 09/11/2001

Technology Summary

DOS, Windows 10 / 7/ 95/98/NT/2000/XP/Vista, Windows 3.1/NT/2000, UNIX, POS, O/S 2, TCP/IP, DNS, Microsoft Office Suite 95/97/XP, Excel, Word, Dame Ware, On Technology, Reflections, Tandem, Remedy call tracking, Sales Logics tracking, Sales force tracking. CAS 5.0.

Timeline

IMPLEMENTATION SPECIALIST

OfficeMax Inc
09.2023 - 07.2023

Process Assistant

Amazon Fulfillment Center
09.2019 - Current

Implementation Project Manager

Fusion
12.2012 - 02.2019

Project Coordinator

CGI Federal
04.2011 - 11.2012

IMPLEMENTATON ORDER PROCESSOR

Sage Quest/Verizon
04.2007 - 08.2011

HELPDESK SUPERVISOR

06.1996 - 09.2002

HELPDESK ANALYST II

03.1994 - 06.1996

High School Diploma -

Willoughby-Eastlake Technical Center
Denise Palcic