Summary
Overview
Work History
Education
Skills
Awards
Areas of Expertise
SALES & TEACHING
Timeline
Generic

Katherine A. Ward

Castle Rock,CO

Summary

Senior Support Engineer, Currently supporting enterprise server products. Teaching our off-shore trainees, using the following tools: created support briefings, MP4 presentations, Power Point presentations to assist in teaching, created WebEx recordings for current and future trainees. Continuing to support our customers and signing up for weekly shifts while going through an installation/migration, server-to-server copy to setup a SmartStream environment, and assist with training. Worked as a support representative since 1985 with MSA, Dun & Bradstreet, Geac, Infor and now HCL Technologies.

Overview

61
61
years of professional experience

Work History

MSA
  • Supported Mainframe products specifically General Ledger, DCI and IE. Received the highest award for excellent support which was the Olympian Award in 1989.

MSA, DUN & BRADSTREET, AND GEAC
  • Continued to work with mainframe technology supporting and testing while receiving numerous appreciation letters and updates from our customer base. I was able to deal with any customer, while remaining patient, professional, helpful and ultimately thoroughly appreciating the support customer relationship. I taught classes, attended conferences, gave numerous presentations and assisted our sales teams.

Cashwrap Associate

Old Navy, Gap
04.2023 - Current
  • Assisted in maintaining visual merchandising standards to enhance customer engagement and store presentation.
  • Executed daily inventory management tasks, ensuring accurate stock levels and product availability.
  • Provided exceptional customer service by addressing inquiries and resolving issues promptly.
  • Supported team members through training on operational processes and company policies.
  • Recommended complementary purchases to customers, increasing revenue.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Prioritized helping customers over completing other routine tasks in store.
  • Developed and maintained strong relationships with key clients to ensure high levels of satisfaction.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Assisted customers in selecting merchandise, enhancing overall shopping experience.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Used in-store system to locate inventory and place special orders for customers.
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
  • Adapted quickly to changing priorities in fast-paced retail setting, demonstrating flexibility.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Developed strong rapport with customers and created positive impression of business.
  • Maintained cleanliness and organization of sales floor, promoting a welcoming environment.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
  • Assisted in maintaining store presentation standards through effective visual merchandising techniques.
  • Processed customer transactions accurately and efficiently, ensuring a positive shopping experience.
  • Supported management in executing promotional events, driving customer engagement and sales growth.
  • Executed daily operational tasks, adapting to changing priorities and demands on the sales floor.
  • Trained new associates on store policies, procedures, and best practices for exceptional service delivery.
  • Played an integral role in launching successful projects by coordinating tasks among team members while adhering closely to established timelines and budgets.
  • Managed efficient cash register operations.

INFOR GLOBAL SOLUTIONS
  • Brought about new interests and challenges. Going from partially supporting mainframe products to supporting client server products. This offers knowledge of SQL, Sybase databases (instead of files) and some hands on with file servers, job servers, connect and database servers. I also was involved in each product update and new offering. With support I participated in many of the presentations and WebEx sessions. Which I created and presented. I also over the years (every year) received the perfect 10 award from our customer surveys for great support.

HCL
01.2014 - Current
  • Teaching our off-shore trainees to support Client Server environment for SmartStream Platform.
  • Included creating presentations from our SmartStream Platform documentation
  • Used and created Camtasia, PowerPoint and MP4’s for training now and in the future
  • Took regular support shifts as well as worked with the trainees
  • Put together a SmartStream 8.0.02 client install, SQL2012, ODBC and setup the alias install
  • Created numerous SmartStream WebEx presentations while teaching.
  • Currently using WebEx to record Installation/Migration documents for the latest release of SmartStream 8.0.03, as well as a Server-to-Server copy for 8.0.03. This is similar to doing a migration from an older release to a current release

STORAGE TECHNOLOGY
01.1976 - 01.1985
  • Mainframe COBOL programming and other office turnover duties.

A.C. NIELSEN COMPANY
01.1965 - 01.1970
  • Keypunch and other office duties.

Education

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University of Wisconsin
Green Bay, WI
01.1971

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Edgewood College of the Sacred Heart
Madison, WI
01.1968

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University of Wisconsin
Green Bay, WI
01.1967

Skills

  • General Ledger, Cobol
  • DCI (Data Communications Interface) Cobol and assembler
  • IE (Information Expert reporting package)
  • Taught classes both onsite and from our headquarters in Atlanta
  • Worked effectively with Sales to facilitate revenue $ generation
  • Cobol - moderate knowledge from a support perspective
  • Currently working part-time at Old Navy on the Cashwrap I am interested in working from home taking incoming calls that would require help with order, speaking with customer to help with orders, analyzing the situation to help resolve any issues

Awards

My single most notable asset would be my ability to understand and get along with everyone. I love people and figuring things out, I’m great in support!, Took and resolved large #’s of calls/incidents, had one of the largest call volumes

Areas of Expertise

  • Support Representative
  • Camtasia presentations with Closed Captioning, using a Text Aloud voice, Power Point, WebEx and MP4 presentations
  • Participated in various release updates, teaching, training, Product Launch.

SALES & TEACHING

I went to numerous conferences over the years, taught and presented as well as backed up sales. I also did numerous presentations where I created the presentation and gave talks regarding our processes. I love people which made this a perfect job for heavy people interface.

Timeline

Cashwrap Associate

Old Navy, Gap
04.2023 - Current

HCL
01.2014 - Current

STORAGE TECHNOLOGY
01.1976 - 01.1985

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University of Wisconsin

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Edgewood College of the Sacred Heart

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University of Wisconsin

MSA

MSA, DUN & BRADSTREET, AND GEAC

INFOR GLOBAL SOLUTIONS

A.C. NIELSEN COMPANY
01.1965 - 01.1970

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Katherine A. Ward