Overview
Work History
Education
Skills
Timeline
Generic

Racheal Tartaglia

Chesapeake,VA

Overview

14
14
years of professional experience

Work History

Senior Technical Support Analyst

ADP
09.2023 - Current
  • Stayed current with industry trends and emerging technology advancements to better serve client needs when troubleshooting challenges arose.
  • Contributed to development of internal training materials, improving new hire onboarding and ongoing education efforts.
  • Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
  • Decreased response times by 3 minutes with efficient ticket management and prioritization of urgent issues.

HCM Implementation Consultant

Paycor
05.2023 - 09.2023
  • Leveraged industry-specific knowledge to offer expert advice on best practices for system design and configuration during consultations with clients regarding Timekeeping and Attendance SaaS offerings.
  • Reduced implementation time by 7 days, conducting thorough assessments and identifying potential challenges early in process.
  • Streamlined project processes for enhanced efficiency and timely completion of implementation projects.

Senior Technical Support Analyst

ADP
06.2016 - 05.2023
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
  • Optimized use of support tools such as ticketing systems, chat platforms, and remote access software to maximize productivity.
  • Developed comprehensive documentation for troubleshooting procedures, reducing training time for new and tenured team members.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Developed comprehensive documentation to facilitate knowledge sharing among team members.
  • Oversaw process improvement initiatives.
  • Developed and delivered effective and engaging coaching sessions to improve performance.
  • Developed comprehensive documentation for troubleshooting procedures, reducing training time for new and tenured team members.
  • Collaborated with cross-functional teams to identify and resolve complex technical issues.
  • Updated knowledge base articles regularly, ensuring easy access to relevant information for both clients and team members alike.

Tier 2 Technical Support Specialist

Kelly Services
07.2015 - 06.2016
  • Enhanced customer satisfaction by resolving complex technical issues in a timely manner.
  • Provided expert guidance to 150 plus junior team members, fostering environments of continuous learning and improvement.
  • Responded to customer inquiries and provided technical assistance over phone and chat

Admissions Advisor

ECPI University
05.2010 - 07.2015
  • Developed and implemented targeted outreach strategies to attract diverse range of applicants.
  • Identified and addressed concerns of incoming students and parents.
  • Reviewed applications and conducted interviews to assess applicant qualifications, ensuring competitive incoming class each year.
  • Managed over 50 prospective student calls per day.

Education

Bachelor of Science - Computer And Information Sciences

ECPI University
Virginia Beach, VA
01.2013

Skills

  • Team Collaboration
  • Technical Troubleshooting
  • Project Coordination
  • Analytical Thinking
  • Problem-solving aptitude
  • Organizational Skills
  • Product and service knowledge
  • Documentation and Knowledge Sharing

Timeline

Senior Technical Support Analyst

ADP
09.2023 - Current

HCM Implementation Consultant

Paycor
05.2023 - 09.2023

Senior Technical Support Analyst

ADP
06.2016 - 05.2023

Tier 2 Technical Support Specialist

Kelly Services
07.2015 - 06.2016

Admissions Advisor

ECPI University
05.2010 - 07.2015

Bachelor of Science - Computer And Information Sciences

ECPI University

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Racheal Tartaglia