Summary
Overview
Work History
Education
Skills
Work Preference
Work Availability
Timeline
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KAREEN TOLLIVER

KAREEN TOLLIVER

Implementation Manager
Chicago,IL

Summary

Senior IT Professional | Project Management, Technical Expertise, Automotive Industry Specialist Results-driven Implementation Consultant with over 20 years of IT experience in hardware and software, specializing in the automotive industry. Adept at improving operational productivity through innovative solutions and extensive technical expertise. Proven project management skills with a customer-centric approach, enabling successful implementation and exceptional customer experience. Highly detailed, adaptive team player with strong problem-solving abilities and a background in SaaS environments. Proficient in vari- ous software systems including Salesforce, MS Office Suite, and proprietary automotive software. Extensive experience in managing implementations, providing technical guidance, and cultivating client relationships for optimal outcomes. CORE PROFICIENCIES Project Management | Technical Expertise | SaaS Environments | Problem-Solving | Software Deployment | Customer Support | Process Improvement | Automotive Industry | IT Operations | Systems Integration | Technical Documentation | Agile Methodology | Process Optimization | System Configuration | Vendor Coordination | Product Implementation | Technical Support | Data Migration | Implementation Planning | Software Training | Customer Engagement | Technical Solutions | Stakeholder Management | Installation Expertise | System Integration Testing TECHNICAL SKILLS Salesforce | Mercury Quality Center | SharePoint | Dameware | MS Visual SourceSave | Subversion | Remedy | Rally Keynote | Citrix | Quick Test Pro | Active Directory | MS Project | Internal Migration Tools | Dell KACE | IIS

Overview

19
19
years of professional experience
2
2
years of post-secondary education

Work History

Implementation Manager

TEKION
Pleasanton, CA
04.2023 - Current
  • Led multiple Tekion (SaaS) Implementation projects concurrently, ensuring precise execution across various project phases for timely and successful rollouts, enhancing customer satisfaction, and meeting tight deadlines
  • Acknowledged by the Dealer Principle for ex- ceptional leadership on my very first lead and group project, highlighting my ability to strategize and coordinate effectively
  • Offer expert guidance, coaching, and mentorship to a team of 12 Implementation Specialists and Managers, fostering their pro- fessional growth and ensuring a high level of competence in project execution
  • Demonstrate an intricate understanding of the automotive industry and Tekion Implementation processes, leveraging this knowledge to drive exceptional customer experiences, resulting in positive feedback and increased client satisfaction
  • Foster and nurture robust relationships with dealership stakeholders, providing valuable consultation on process enhancements and utilization goals, ultimately optimizing operations and strengthening partnerships
  • Guarantee uniformity in project implementations by meticulous monitoring and tracking of critical implementation sign-offs from key dealership staff, resulting in reduced errors and improved implementation processes
  • Regularly review and enhance project checklist items and the implementation runbook, implementing refinements to streamline operations and enhance the efficiency and quality of future implementations.

Implementation Specialist

TEKION
Pleasanton, CA
02.2022 - 04.2023
  • Conducted thorough system integration testing to ensure the seamless delivery of client solutions and achieve high accuracy in system functionality
  • Developed and documented end-users' feedback and experiences, contributing to iterative improvements in the implementation process
  • Managed and executed data migration activities, guaranteeing error-free import of existing customer data and obtaining customer sign-off pre go-live
  • Collaborated with product managers and conversion in teams, identifying and implementing efficiency enhancements to improve operational speed and accuracy
  • Enhanced checklists and sign-offs, driving understanding, transparency, and accuracy in the implementation process
  • Provided comprehensive on-site and remote training and support for dealership staff, enabling a smooth transition to the Tekion
  • DMS platform
  • Established best practices and defaults, automating steps in collaboration with internal teams to improve implementation speed.

Implementation Consultant I - II

CDK GLOBAL
Hoffman Estates, IL
07.2018 - 02.2022
  • Efficiently deployed CDK (SaaS) software to customers as a key member of the installation team, ensuring seamless implementation and training of all users, either remotely or on-site
  • Initiated with leading automotive projects and later progressed to exclusively leading heavy truck, heavy equipment and truck lease projects, underscoring my adaptability and expertise in diverse domains
  • En- gaged with Client Implementation Manager (CIM) to comprehend business requirements, identify necessary product setups, and vali- date technical solutions, contributing to improved contract compliance and risk mitigation
  • KAREEN TOLLIVER | kmac_24@yahoo.com
  • 773.259.2703 | Page 2
  • Advised and guided customers on best practice operational processes and optimal system usage practices, leading to enhanced
  • Return on Investment (ROI) for the selected product set
  • Collaborated with CIM to establish the base software installation pack and configure systems for optimal performance, aligning with client expectations and project objectives
  • Conducted thorough system integration testing, guaranteeing the delivered solution met client expectations and provided the intended functionalities, enhancing overall system performance and reliability.

Support Analyst

EDDIE BAUER
Westmont, Illinois
12.2014 - 06.2018
  • Provided 1st and 2nd-level technical support, efficiently resolving technical problems in operations, service management, desktop, and store POS support, ensuring minimal downtime and smooth operations
  • Demonstrated hardware/software installation and configura- tion expertise, ensuring optimal performance of desktop and laptop computers and peripheral equipment, improving overall system efficiency
  • Monitored and maintained system performance, promptly addressing issues based on schedules and requests, contributing to a seamless and productive operational environment
  • Implemented proper processing and communication procedures for incident and problem management, facilitating effective issue resolution and streamlined communication across teams
  • Generated comprehensive weekly, monthly, and quarterly reports on store-related IT issues, presenting them during meetings with various departments within IT, promoting data-driven decision-making and improving IT performance and issue resolution.

IT Operations Analyst

Arthur J. Gallagher | INFINITY CONSULTING SOLUTIONS
Chicago, Illinois
01.2014 - 08.2014
  • Operated and monitored mainframe computer systems, ensuring optimal performance and functionality of multiprocessing systems (Tandem) within a large enterprise environment (HP)
  • Maintained and updated Operations documentation, material and supply inven- tories, and virtual backups using proprietary software like SharePoint, enhancing accessibility and organization of critical operational information
  • Orchestrated daily schedules for automated batch processing and job control setup utilizing Remedy, optimizing system operations and efficiency
  • Took responsibility for error logging and internal staff notification pertaining to system hardware, software, and application prob- lems, ensuring a swift and effective response to any technical issues
  • Established and updated accurate data records and filing systems, contributing to enhanced production processes and regularly updated operational records and reports in SharePoint, promoting a well-structured and organized information flow.

Customer Engineer II

NCR CORPORATION
Chicago, Illinois
08.2012 - 01.2014
  • Provided expert installation, maintenance, and repair services for ATM and POS (Point of Sale) equipment, ensuring uninterrupted customer operations and achieving high levels of customer satisfaction
  • Conducted Tier II/III work of medium to high complexity, ad- dressing issues with Windows XP based products, encompassing large-scale enterprise servers, mainframe computers, peripherals, and network problems on imaging systems
  • Delivered comprehensive hardware maintenance, efficient network management, multi-vendor maintenance, and dedicated NCR
  • Proprietary software support, ensuring optimal functionality and performance of electromechanical equipment
  • Strategically diagnosed and resolved technical issues, demonstrating a high level of problem-solving skills and technical expertise, resulting in enhanced operational efficiency and minimized downtimes
  • Maintained a seamless customer experience through effective communication, timely responses, and prompt issue resolution, contributing to a positive customer feedback score and reinforcing customer trust and satisfaction.

Technical/POS Support Analyst

British Petroleum | INSIGHT GLOBAL CONSULTING
Chicago, Illinois
11.2011 - 07.2012

PC Technician

Hewlett-Packard | INSIGHT GLOBAL CONSULTING

Field Service Technician II

BASF Corporation, INSIGHT GLOBAL CONSULTING

Build/Release Engineer

SHOPLOCAL, LLC
Chicago, Illinois
05.2005 - 07.2008

Quality Assurance Tester II

SHOPLOCAL, LLC

Education

MBA - Business Administration

Keller Graduate School of Management
Tinley Park, IL
2010 - 2011

Bachelors of Science - Computer Information Systems

DeVry University
2004

Skills

  • Implementation Management
  • Client Requirements
  • Automated and Manual Procedures
  • Contact Management Systems
  • Status Updates
  • Mission Critical Applications
  • Professional Relationships
  • Corrective Actions
  • Training Junior Team Members
  • Profit Margins
  • Organizational Systems
  • Stakeholder Partnerships
  • Continuous Improvement Process
  • Project Goals and Milestones
  • Business Requirements Documents (BRDs)
  • Team Meetings
  • Cost Savings
  • Best Practices and Methodologies
  • Business Process
  • Stakeholder Updates
  • Agile Work Processes
  • Timely Project Completion
  • Software Engineering
  • Special Projects
  • Acceptance Criteria
  • Safety Adherence
  • Project Management
  • Customer Care
  • User Acceptance Testing (UAT)
  • Production Support
  • Project Implementation
  • Client Satisfaction
  • Technical Project Management
  • Providing Feedback
  • Change Management
  • Workflow Configuration
  • Technical Direction
  • Technical Installations
  • Installation Scheduling
  • Assisting with Deployments
  • Project Organization
  • Timelines and Milestones
  • Requirements Specifications
  • Automated Software Testing
  • System Verification
  • Reviewing Test Scenarios
  • System Integration Testing
  • Testing Applications
  • Cross-Platform Testing
  • Scrum Methodology
  • Customer Needs Assessments
  • Web Applications
  • Organizing and Prioritizing
  • Configuration Management
  • Agile Framework
  • Technical Support
  • Hardware and Software Configuration
  • Data-Driven Testing
  • Continuous Learning
  • Team Mentoring
  • Agile Best Practices
  • Automation Knowledge
  • Test Implementation
  • Application Layers
  • Configuration Review
  • Continuous-Integration Testing
  • Bug Fixes
  • Problem Documentation
  • Product Owner
  • Passionate About Quality
  • Diagnostic Software
  • Data Collections
  • Develop Test Cases
  • Bug Tracking and Resolution
  • Product Release
  • Testing Efficiencies
  • Customer Satisfaction

Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Career advancementWork from home optionCompany CultureHealthcare benefits

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Implementation Manager

TEKION
04.2023 - Current

Implementation Specialist

TEKION
02.2022 - 04.2023

Implementation Consultant I - II

CDK GLOBAL
07.2018 - 02.2022

Support Analyst

EDDIE BAUER
12.2014 - 06.2018

IT Operations Analyst

Arthur J. Gallagher | INFINITY CONSULTING SOLUTIONS
01.2014 - 08.2014

Customer Engineer II

NCR CORPORATION
08.2012 - 01.2014

Technical/POS Support Analyst

British Petroleum | INSIGHT GLOBAL CONSULTING
11.2011 - 07.2012

MBA - Business Administration

Keller Graduate School of Management
2010 - 2011

Build/Release Engineer

SHOPLOCAL, LLC
05.2005 - 07.2008

PC Technician

Hewlett-Packard | INSIGHT GLOBAL CONSULTING

Field Service Technician II

BASF Corporation, INSIGHT GLOBAL CONSULTING

Quality Assurance Tester II

SHOPLOCAL, LLC

Bachelors of Science - Computer Information Systems

DeVry University

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KAREEN TOLLIVERImplementation Manager