Joshua Mercer
Orlando,FL
Summary
Results-driven leader with expertise in payroll technology, client account management, and public-facing operations. Skilled in implementing and optimizing HRIS systems (ADP Workforce Now, Workday), advising stakeholders on best practices, and leading cross-functional teams to deliver seamless solutions. Known for blending technical insight with hands-on leadership to drive efficiency, compliance, and outstanding customer experiences.
Overview
2026
2026
years of professional experience
Work History
Director of Payroll Technology
TalentBurst, Inc.
04.2023 - Current
- Provide strategic leadership for all payroll technology functions supporting a multi-state/multi-country workforce.
- Define the long-term roadmap for payroll systems, integrations, and data governance in alignment with organizational goals.
- Oversee the selection, implementation, and ongoing optimization of payroll, HRIS, timekeeping, and related systems.
- Establish enterprise standards for payroll data security, compliance, and regulatory reporting.
- Partner with HR, Finance, Legal, and IT leadership to drive cross-functional initiatives and ensure seamless end-to-end payroll processes.
- Direct vendor management, contract negotiations, and service-level agreements for payroll technology partners.
- Lead and mentor a team of payroll technology professionals, fostering a culture of continuous improvement and innovation.
- Act as executive sponsor for major payroll technology projects, ensuring they are delivered on time, within scope, and with minimal disruption to business operations.
Senior Account Manager
ADP
11.2019 - 04.2023
- Serve as the primary liaison for a portfolio of clients using ADP Workforce Now, providing guidance on payroll, HR, benefits, and time & attendance functionality.
- Advise client HR and payroll teams on system configuration, compliance requirements, and process best practices to ensure optimal use of Workforce Now.
- Coordinate with ADP implementation, service, and product teams to resolve complex issues and deliver seamless support experiences.
- Conduct regular account reviews and platform health checks to identify areas for improvement, training, and feature adoption.
- Assist clients with system updates, new releases, and integrations to ensure continuity and minimal disruption to operations.
- Provide ongoing education and resources to client administrators, enabling them to fully leverage Workforce Now capabilities.
- Partner with internal sales and service teams to support renewals, expansions, and client satisfaction initiatives.
Manager on Duty
Orlando Science Center
05.2018 - 11.2019
- Oversee day to day ground operations of a 400,000 sq. ft. facility that sees
approximately 600,000+ visitors annually. Coached and counseled team
members as necessary. Deescalated customer frustrations and provide
solutions or compensation for service failures
Lead/Manager on Duty
Marriott Vacations Worldwide
2016 - 2017
- Oversee overnight functions of a 1600 villa resort. Responsible for leading
overnight team and processing resorts daily financials. Deescalated customer
frustrations and provide solutions or compensation for service failures.
Trainer
Walt Disney World Parks and Resorts
2010 - 2016
- Managed guest flow and crowd control during parades, stage shows, and special events to ensure safety, accessibility, and a positive visitor experience.
- Provided directions, information, and assistance to thousands of guests daily in a high-volume, fast-paced environment.
- Implemented and upheld Disney’s safety and service standards while coordinating with entertainment, security, and operations teams.
- Assisted in emergency response procedures, accessibility accommodations, and special-needs support for diverse guest populations.
- Trained in guest relations, conflict resolution, and incident reporting to maintain a smooth and welcoming atmosphere.
Education
High School Diploma -
SIATech Charter High & Job Corps
Gainesville, FLSkills
- Payroll System Implementation & Optimization (Workday, ADP Workforce Now)
- Payroll Compliance & Reporting Standards
- Strategic Client Advising & Relationship Building
- Needs Assessment & Solution Design
- Cross-Functional Team Leadership
- Project Management & Change Management
- Training, Mentoring & Staff Development
- Policy Development & Process Improvement
- Visitor Services Management
- Conflict Resolution & Service Recovery
- Event Coordination & Daily Operations Oversight
Timeline
Director of Payroll Technology
TalentBurst, Inc.
04.2023 - Current
Senior Account Manager
ADP
11.2019 - 04.2023
Manager on Duty
Orlando Science Center
05.2018 - 11.2019
Lead/Manager on Duty
Marriott Vacations Worldwide
2016 - 2017
Trainer
Walt Disney World Parks and Resorts
2010 - 2016
High School Diploma -
SIATech Charter High & Job Corps