RAPHAEL MEDY JR.

IT Support Specialist / Mobility & Project Coordinator

• Developed and maintained project timelines using Microsoft Project.
• Facilitated weekly meetings with vendors, project teams, and key stakeholders, driving project alignment and collaboration.
• Monitored project billing activities and resolved billing discrepancies.
• Collected, organized, and maintained project documentation to support project tracking and reporting.
• Conducted research on vendor solutions to identify potential upgrades. and coordinated upgrade recommendations for management review.
• Administered employee telephone extension changes through Active Directory.
• Administered blocking and unblocking of company email accounts, enhancing security and ensuring user access.
• Reset employee passwords and device passcodes using the Mobile Device Management (MDM) platform.
• Assisted in the migration from AirWatch to Microsoft Intune for enterprise device management.
• Performed remote device wipes and factory resets for company-issued mobile devices.
• Recovered corporate data from devices assigned to terminated employees while following company security procedures.
• Repurposed company-issued cell phones and desk phones through factory resets, configuration, and reassignment.
• Provided technical support for users by resolving incidents and service requests through the Service Desk ticketing system.
• Troubleshot and tested desk phones to identify and resolve gateway connectivity issues.
• Managed a high volume of daily support tickets while meeting service-level expectations.
• Configured desk phones and Avaya softphones for new hires and relocated employees.
• Audited corporate mobile phone usage, identifying and managing zero-usage lines to reduce unnecessary expenses.
• Managed mobility and Local Area Network (LAN) billing, ensuring timely review and approval.
• Utilized the Tangoe telecom expense management system to review, reconcile, and approve telecommunications invoices.

Application Support Specialist / Mobile Solutions & Project Coordinator

• Performed testing and quality assurance for enterprise mobile application solutions to ensure functionality and performance.
• Conducted regression and user acceptance testing (UAT) to validate bug fixes, ensuring quality and readiness for future application enhancements.
• Developed and executed detailed test cases to identify, document, and resolve application issues throughout the development lifecycle.
• Diagnosed, repaired, configured, and tested iPhone and Android mobile devices, ensuring compatibility and optimal performance.
• Collaborated with business partners, vendors, and IT teams to evaluate and recommend third-party application solutions, enhancing overall mobile application functionality.
• Represented the organization at Software House International (SHI) events by providing technical support and demonstrating mobile application solutions.
• Merged and analyzed database information to generate customized reports and support business decision-making.
• Coordinated application development projects by tracking milestones and deliverables, facilitating effective stakeholder communications.
• Created project storyboards and workflow documentation for new and upcoming application initiatives.
• Assisted with the design and development of company mobile websites and mobile application interfaces.
• Coordinated the setup, configuration, troubleshooting, and teardown of kiosk equipment for corporate technology events.
• Traveled regularly to provide on-site technical support for conferences, training sessions, and enterprise events.
• Administered the Cvent event management platform, supporting event scheduling, registration, and meeting coordination.

• Tracked meetings and workflows to maintain project alignment and optimize processes
• Created timelines using MS Projects to facilitate project scheduling and resource allocation
• Assisted multiple departments in mobile application development to enhance cross-functional collaboration

• Developed statements of work for project budgets
• Created author /contract agreements with disclosures
• Created and tracked project Financials and budget
• Prepared requests for honoraria check processing
• Developed project timelines with weekly tracking to ensure milestones were met
• Established project job codes in Nexonia for precise hours' tracking and generated reports to monitor team hours for monthly budget review
• Set up a weekly status meeting via WebEx /Skype for business /Adobe connect for management's ongoing project review.
• Routed project material through office departments efficiently per pre-set deadlines.
• Facilitated European status meetings, presenting meeting materials via Skype for business to enhance communication and project alignment.

• Achieved certification as a brand specialist for Subaru vehicles.
• Advised customers on new and used vehicles
• Cultivated relationships with new customers to meet sales objectives and educate on new products, features, and options.
• Strategically negotiate with customers to close deals and increase sales; personally, work deals, interest rates, leases, and calculate financial requirements before obtaining approval from the dealership manager and F&I manager.
• Qualified and followed up on warm Internet leads to provide information on new and used vehicle availability, pricing, and options.
• Maintain contact with customers via email, phone calls, and regular updates on promotional offers.
• Prepared daily, monthly, and annual sales reports to track performance and inform sales strategies.
• Well-versed on CRM /SDK (Software Development Kit) customer database...

Account Management & Data Validation Analyst | Accounts Receivable & Customer Operations

• Monitored aging accounts receivable (AR) reports, reviewed invoices, and managed overdue collections to improve cash flow and reduce delinquent balances.
• Utilized persuasive communication, negotiation, and conflict resolution skills to resolve customer concerns and negotiate payment arrangements.
• Managed key customer accounts, developing strategies that strengthened client relationships and maximized profitability through tailored solutions.
• Implemented targeted customer communications and collection strategies that supported timely payments and improved customer engagement.
• Maintained departmental performance targets for past-due balances and collections while ensuring compliance with company policies and enhancing cash flow.
• Conducted credit risk assessments, analyzed customer accounts receivable portfolios, and evaluated financial data to support credit decisions.
• Performed financial analysis to assess customer payment trends, creditworthiness, and business requirements.
• Investigated customer account issues and collection disputes, identifying root causes and implementing effective resolutions that facilitated timely payments.
• Managed customer communications by issuing payment reminders, follow-up notices, and collection documentation to support timely account resolution.
• Applied knowledge of U.S. bankruptcy procedures, write-offs, settlements, and account resolution practices while maintaining compliance with company policies.
• Collaborated with marketing, accounting, finance, and operations teams to support cross-functional business initiatives and process improvements.
• Facilitated communication between IT and Customer Operations to support enterprise system initiatives.
• Applied knowledge of Business Warehouse (BW), utility tariffs, and accounting principles to support financial and operational processes.
• Developed and implemented workforce time management processes that improved operational efficiency, financial performance, and compliance with union agreements.
• Conducted operational audits and process assessments to ensure compliance with corporate policies, regulatory requirements, and internal controls.
• Validated and reconciled CIS and SAP data to ensure data integrity, consistency, and accuracy during system migration and conversion projects.
• Developed and implemented process improvement recommendations that enhanced data quality and operational efficiency throughout CIS-to-SAP conversion initiatives.
• Tracked, monitored, and audited conversion activities to ensure successful system implementation and data migration.
• Recommended process enhancements to improve SAP data management, reporting accuracy, and operational performance.
• Established feedback processes to gather insights on program effectiveness and drive continuous improvement. that measured program effectiveness and supported continuous improvement initiatives.
• Provided timely and accurate reports to management to inform decision-making and enhance operational effectiveness, and actionable reporting to management to support operational and business decisions.
• Managed a high-volume call environment, handling approximately 80 inbound and 25 outbound customer calls daily while maintaining service quality and productivity standards.
• Managed a high-volume call environment, handling approximately 80 inbound and 25 outbound customer calls daily while maintaining service quality and productivity standards.