Katie Schrimpf

• Collaborated with analysts and project managers to expedite incident resolutions.
• Optimized system performance by recommending configuration adjustments based on usage patterns and load testing results.
• Played a key role in major system migrations by providing hands-on technical assistance throughout the planning and execution phases.
• Contributed to the successful implementation of new company-wide applications by assisting with requirements gathering, testing, documentation, training sessions.
• Improved customer satisfaction by providing timely and efficient support for various applications.
• Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
• Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
• Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
• Boosted efficiency through the development of custom watch lists and advanced queries routine maintenance tasks.
• Developed comprehensive user guides and training materials to facilitate successful application adoption.
• Managed multiple high-priority projects simultaneously while maintaining a strong attention to detail and meeting strict deadlines.
• Reduced downtime by proactively monitoring application performance and addressing potential issues before they escalated.
• Involved in all testing procedures and wrote test cases and scenarios for development team.
• Collaborated with cross-functional teams to identify and implement system improvements, resulting in enhanced user experience.
• Achieved high levels of customer satisfaction through timely resolution of complex technical issues related to supported applications.
• Established positive relationships with clients through clear communication, active listening, and effective problem-solving skills during support interactions.
• Actively participated in regular team meetings, offering valuable insights and suggestions for continuous process improvement.
• Maintained secure environments by enforcing adherence to best practices in data management and access control policies.
• Conducted thorough root cause analysis on recurring issues, implementing long-term solutions that reduced support requests.
• Participated in on-site requirements gathering sessions and translated client requirements to determine project scope.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Generated reports to track performance and analyze trends.
• Provided training to end users on new and updated systems and software.
• Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
• Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
• Streamlined troubleshooting processes, leading to faster resolution times for end users.

• Managed and supervised administrative and daily program operations, complying with policies and regulations.
• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• Supported L1 Team with on-going system enhancements with testing and system validation.
• Continuously identified potential business process improvements and coordinated implementation with Department Managers.
• Responsible for all local training efforts.
• Oversaw business processes and procedures within LATIS.
• Led and coordinated Dayton BU efforts to leverage and

optimize LATIS as a business management tool.

• Veolia Regional Board Representative for the Dayton BU.
• Acted as sole Item Master Expert for the Dayton BU (ensure set up was beneficial for reporting needs while adhering to corporate rules and guidelines)
• Developed, distributed, and maintained useful COGNOS

reports for the Dayton BU.

• Implemented quality assurance measures to monitor support interactions, ensuring consistent service levels and adherence to company policies.
• Conducted root cause analysis on recurring issues, implementing corrective actions that ultimately enhanced customer satisfaction.
• Facilitated regular meetings with stakeholders to discuss ongoing projects, provide status updates, and manage expectations.
• Streamlined internal communication channels to improve information sharing between support team members and other departments within the organization.
• Drove continuous improvement efforts in support operations, incorporating lessons learned from past experiences to enhance overall service quality.
• Boosted team morale by fostering a positive work environment and providing regular feedback on performance.
• Managed scheduling, workload distribution, and resource allocation to ensure optimal productivity and timely issue resolution.
• Developed comprehensive training programs for new hires, increasing first-call resolution rates and employee retention.
• Collaborated with cross-functional teams to address systemic issues impacting customer experience, resulting in improved product quality and reduced support volume.
• Coached employees through day-to-day work and complex problems.
• Collaborated with other teams to identify and resolve customer issues quickly and professionally.
• Created, prepared, and delivered reports to various departments.
• Assisted in the development and implementation of ERP system JD Edwards-LATIS for Service Department as a Power User.
• Developed and implemented policies, procedures, and process improvement initiatives to improve consistency and efficiency.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.