Jeff Mendoza

• Responsible for the day-to-day production support of the Zuora Billing, NetSuite ERP and Salesforce CRM platforms
• Supports End of Month and Mid-Month Billing processing with accounting team
• Performs monthly Billing data analysis using Excel (PivotTables, Filters)for customers
• Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
• Performed software installations and upgrades to UNIX or Windows operating systems.
• Trained internal staff on how to support the NetSuite, Salesforce and Zuora Billing platforms

• Responsible for the day-to-day maintenance and production support of the Oracle NetSuite
• ERP/CRMsystem
• Supported 350+ internal employees and 900+ national customers

Multi-Technology Solutions Implementation
-Affiliate attribution program with integration and system postbacks
-Sales force quota and bonus reporting solution consolidated with Workflow, SuiteScript searches and KPI Scorecards
-Geographic searching algorithm presented as server Suitelet, with client SuiteScript
-Multi-service address validation for UI warnings and validation

Dell Boomi - Automated Syncing Subscription Records with Billing System
-Architected solution for automated multi-year subscription renewal and sync
-Process design and configuration for multiple production Environments
-Replacement of Recurly-native integration processes
-Managed development of use cases with remote developer
-Scoped and configured object and field mapping to/from subscription billing system
-Process debugging, quality assurance, and system monitoring

NetSuite - Configure Implementation Phase II Objectives
-Multi-company corporate restructure implemented using Custom Segments, across AP/AR, expenses, Entities, and Fixed Assets
-Implemented customer and property address verification using internal API management
-Refined 1099 reporting process for 4,300 contractors down to 2 weeks
-Fixed Assets Management implemented
-Integration testing procedures developed and implemented for Release Preview and maintenance
-Developed Case management methodology and procedure
-Implementing various approval Workflows; documentation and consolidation of existing validation Workflows
-Debugging script deployments from Advanced Customer Support

• Responsible for 24/7 Production Support of the AAOS Global Registry Website
• Supervised a small team of developers and Tier-1 support agents to maintain 24/7 support
• Served as the Salesforce and Oracle NetSuite Administrator for 350+ internal/external users
• Served as the Crowd Wisdom LMS Administrator/SME
• Served as the backup JIRA Administrator
• Supervised all production support tickets in the JIRA ticketing system
• Responsible for troubleshooting incoming customer files for the registry website
• Provided SQL Server Support
• Managed vendor support/service contracts
• Coordinated all scheduled code releases with business stakeholders
• Proved successful working within tight deadlines and a fast-paced environment.
• Set up and controlled user access levels across databases to protect important data.
• Modified databases to meet needs and goals determined during planning process.
• Wrote and maintained technical and functional specifications to document database intentions and requirements.

• Supervised the Field Support team of 22 employees
• Responsible for providing advanced software/ hardware/network support to all Chicago-area Bozzuto properties
• Salesforce Administrator
• SQL Server Admin/Support
• Analyzed network data to determine network usage, disk space availability, or server function, orconnectivity issues
• Identified the causes of networking, software, and hardware problems, using diagnostic testing softwareand equipment
• Performed hands-on fixes at several levels, including installing and upgrading software, implementingfile backups, and configuring systems and applications
• Performed general troubleshooting and support of switches, routers, cabling, Bomgar Remote
• DeepFreeze, Kace Agent, and Mozy Backups, MS Office
• Supported Windows 7,8, 10, and Mac OS X
• Assisted in maintaining Windows servers, Citrix, SQL Server databases, Hosted application environmentand works directly with clients to resolve complex technical issues
• Supported the Hosted application environment by performing installations, upgrades, technicalcustomization and other production support maintenance tasks
• Contributed to and helped maintain the internal Knowledge Base
• Configured and administered Office 365
• Microsoft Server 2012 Active Directory Administration
• Resolved customer production issues remotely
• Provided Root Cause Analysis
• Provided on-site/remote consultant and support services for preventative, predictive, and remedialhardware/software maintenance on technology assets at multiple locations in support of our client's IT Initiatives, as well as engineering changes
• Ensured the integrity of the network infrastructure to provide maximum performance for users
• Ensured proper computer operations so that end users can accomplish organizational tasks
• Thisincluded receiving, prioritizing, documenting and actively resolving end user help requests
• Prioritized and scheduled problems
• Escalated problems (when required) to the appropriate teammembers.
• Documented system configuration, mapping and processes.
• Supported system users, educating employees on troubleshooting and problem-solving protocols.

• Oversee the daily support and maintenance of 50+ Windows 7 users in Naperville, IL and out-of-state remote users
• Configured and deployed 250+ Toshiba laptops and MacBooks to remote users
• Installed and configured iPads for a Revel POS implementation
• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Enter commands and observe system functioning to verify correct operations and detect errors
• Set up equipment for employee use, performing or ensuring proper installation of cables, operatingsystems or appropriate software
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design orinstallation specifications
• Maintain records of daily data communication transactions, problems and remedial actions taken, orinstallation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolveproblems or to provide technical assistance and support
• Refer major hardware or software problems or defective products to vendors or technicians for service
• Develop training materials and procedures, or train users in the proper use of hardware or software
• Confer with staff, users, and management to establish requirements for new systems or modifications
• Prepare evaluations of software or hardware, and recommend improvements or upgrades
• Read trade magazines and technical manuals, or attend conferences and seminars to maintainknowledge of hardware and software
• Hire, supervise, and direct workers engaged in special project work, problem solving, monitoring, andinstalling data communication equipment and software
• Inspect equipment and read order sheets to prepare for delivery to users
• Modify and customize commercial programs for internal needs
• Conduct office automation feasibility studies, including workflow analysis, space design, or costcomparison analysis.

• Primarily responsible for responding to and resolving client support inquiries and requests from
• Authentication customers
• Serves as the client's advocate
• Identifies opportunities to streamline procedures, enhance revenues, and improve product efficienciesthrough comprehensive statistical inferences
• Participates in after-hours on call rotation
• Resolves incidents and updates case management system with actions taken and relevant FAQs
• Monitors systems for availability, error conditions, and scheduled job status
• Performs regularly scheduled data analysis and insight tasks using Pivot Tables and SQL queries
• Raises third-party vendor tickets and manages ticket through resolution
• Researches production outages and incidents, providing root cause analysis, and recommendingremediation actions by either Early Warning or its clients
• Broadcasts timely client notifications relating to service issues, enhancements or maintenance
• Supports the global nature of the business by accommodating time zone constraints
• Complies with all security policies and procedures, to ensure that the highest level of system and dataconfidentiality, integrity and availability is maintained

• Responsible for the day-to-day Production Support of the PeopleSoft Financials Accounting System
• Responsible for the installation, configuration and testing of PeopleSoft-issued patches and fixes
• Expand or modify system to serve new purposes or improve work flow
• Test, maintain, and monitor computer programs and systems, including coordinating the installationof computer programs and systems
• Develop, document and revise system design procedures, test procedures, and quality standards
• Provide staff and users with assistance solving computer related problems, such as malfunctions andprogram problems
• Review and analyze computer printouts and performance indicators to locate code problems, andcorrect errors by correcting codes
• Consult with management to ensure agreement on system principles
• Confer with clients regarding the nature of the information processing or computation needs a computerprogram is to address
• Read manuals, periodicals, and technical reports to learn how to develop programs that meet staffand user requirements
• Coordinate and link the computer systems within an organization to increase compatibility and soinformation can be shared
• Determine computer software or hardware needed to set up or alter system
• Supervise computer programmers or other systems analysts or serve as project leaders for systemsprojects
• Assess the usefulness of pre-developed application packages and adapt them to a user environment
• Analyze information processing or computation needs and plan and design computer systems, usingtechniques such as structured analysis, data modeling and information engineering
• Define the goals of the system and devise flow charts and diagrams describing logical operational stepsof programs
• Train staff and users to work with computer systems and programs
• Recommend new equipment or software packages
• Use object-oriented programming languages, as well as client and server applications developmentprocesses and multimedia and Internet technology
• Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation
• Utilize the computer in the analysis and solution of business problems such as development ofintegrated production and inventory control and cost analysis systems
• Specify inputs accessed by the system and plan the distribution and use of the results
• Interview or survey workers, observe job performance or perform the job to determine what informationis processed and how it is processed.

• Responsible for support of 300+ users of the PeopleSoft Financials System and Hyperion
• EssbaseReporting System
• Correct errors by making appropriate changes and rechecking the program to ensure that the desiredresults are produced
• Conduct trial runs of programs and software applications to be sure they will produce the desiredinformation and that the instructions are correct
• Write, update, and maintain computer programs or software packages to handle specific jobs such astracking inventory, storing or retrieving data, or controlling other equipment
• Write, analyze, review, and rewrite programs, using workflow chart and diagram, and applyingknowledge of computer capabilities, subject matter, and symbolic logic
• Perform or direct revision, repair, or expansion of existing programs to increase operating efficiencyor adapt to new requirements
• Consult with and assist computer operators or system analysts to define and resolve problems inrunning computer programs
• Investigate whether networks, workstations, the central processing unit of the system, or peripheralequipment are responding to a program's instructions
• Write or contribute to instructions or manuals to guide end users
• Train subordinates in programming and program coding.