Summary
Overview
Work History
Education
Skills
Technicalskillsandapplicationexpertise
Languages
Timeline
Generic

Patricia Tosi

Deltona,FL

Summary

Technology-inclined professional possesses strong HR experience and HRIS technical skills with troubleshooting capabilities and a customer-oriented attitude. Experienced in providing HR and software support to users and developing and implementing technical solutions. Adept at analyzing application performance and versatility to drive optimal user experience.

Overview

13
13
years of professional experience

Work History

Product Support Specialist III

UKG
Maitland, FL
10.2021 - 07.2024
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
  • Specialized in creation and resolution of technical issues with Benefit Plans, Open Enrollment and workflows.
  • Resolved HR technical issues for clients through effective troubleshooting and problem-solving techniques.
  • Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
  • Managed over 120 support tickets monthly, maintaining consistent record of prompt resolution times within 24-48 hour SLA expectation.

Senior Technical Support Engineer

Oracle America, Inc
Orlando, FL
01.2020 - 01.2021
  • Primarily provide technical and functional support for clients using Oracle Fusion HCM, specifically supporting Oracle Human Resources and benefit applications in EBS.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Responsible for resolution of problems related to installation, recommended maintenance and use and workarounds.
  • Documented and identified defects and helped developers complete further testing to resolve issues
  • Delivered exceptional service and technical support to many customers each day while consistently exceeding productivity targets
  • Reviewed configuration files, logs and sections of code to complete debugging and locate breakdown sources
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly
  • Accomplishments: Awarded for perfect customer service surveys.
  • Consistently handled over 150 customer cases per month to resolution.

Product Technical Support Engineer

Kronos
Orlando, FL
01.2017 - 01.2020
  • Provided Technical Support on use of Kronos SAAS HCM cloud based HR/Payroll/TLM products.
  • Resolved 100+ cases in Salesforce monthly, while maintaining above average customer service scores.
  • Established rapport with engineering team to ensure quick resolution to logged system bugs and latency occurrences related to product suite and environment
  • Provided Technical Support on use of Kronos SAAS HCM cloud based HR/Payroll/TLM products.
  • Developed relationships with clients and provided stellar customer service to maintain customer satisfaction scores

Electronic Data Management Representative

Siemens Inc.
Orlando, FL
01.2012 - 01.2017
  • Partnered with Payroll Services team to standardize, streamline and globalize HR processes.
  • Inputted, updated and reconciled HR data to keep information current and accurate.
  • Suggested and participated in Oracle Fusion Cloud implementation to optimize employee experience.
  • Ensured accuracy of payroll processing through diligent data entry, verification of hours worked, and prompt resolution of discrepancies.
  • Facilitated range of HR administrative processes to support employee lifecycle.

Education

Associate of Arts - Human Resources Development

Indian River State College
Port St Lucie, FL

High School Diploma -

Coconut Creek High School
Coconut Creek, FL
06.1991

Skills

  • Remote Application Support
  • SQL
  • User Acceptance Testing (UAT)
  • Customer Service
  • CRM Salesforce Software
  • Knowledge Base Maintenance
  • Troubleshooting/Complex Problem Resolution, Excellent Communication (written and verbal), Ability to work independently and in team environment
  • Attention to Detail
  • Customer satisfaction measurement

Technicalskillsandapplicationexpertise

  • SQL
  • Slack
  • Remote support
  • Troubleshooting/Complex Problem Resolution
  • Excellent Communication (written and verbal)
  • Ability to work independently and in team environment

Languages

Spanish
Native or Bilingual

Timeline

Product Support Specialist III

UKG
10.2021 - 07.2024

Senior Technical Support Engineer

Oracle America, Inc
01.2020 - 01.2021

Product Technical Support Engineer

Kronos
01.2017 - 01.2020

Electronic Data Management Representative

Siemens Inc.
01.2012 - 01.2017

Associate of Arts - Human Resources Development

Indian River State College

High School Diploma -

Coconut Creek High School

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Patricia Tosi