Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Shavon Robinson

Atlanta,GA

Summary

Senior-level Technical Support Representative with over 10 years experience supporting various HCM/WFM systems. A dependable team player with a positive attitude, and exceptional interpersonal, leadership and motivational skills.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Senior Product Support Representative

UKG (formerly Ultimate Software)
Atlanta, Georgia
01.2020 - Current
  • First point of contact to resolve rapid resolutions for Time Management, Payroll, Accrual/Entitlement, and Policy issues
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Maintained records of all customer interactions using Salesforce CRM system
  • Generating and scheduling reports as needed
  • Assist with generating Time import files for payroll processing
  • Collaborate with other product team members for resolutions
  • Mentor and Train new team members on products supported, including UKG Time Management, WFM (Ready) and UKG Pro (Ultipro) payroll systems
  • Create training articles in KCS articles for the Customer Community Learning Center and Time Management internal Team
  • Created process improvements aimed at increasing efficiency of the product support team.
  • SQL queries for data retrieval or updating information on accounts
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Time Management Specialist

Ultimate Software
Atlanta, GA
07.2015 - 01.2020
  • Manage multiple customer accounts ensuring all system issues are resolved within the SLA time period
  • Provide software support for UKG Pro Time Management system
  • Used pre-written SQL queries for data retrieval or updating,deleting information when requested and approved
  • Integration configurations for imports and exports between the Time Management and UKG Pro payroll systems
  • Configure and Demo product changes and updates for customers as needed
  • Schedule sessions with customers to train their new staff on product when requested
  • Work closely with Account Managers, Customer Success Managers, and Solutions experts to ensure excellent customer service and satisfaction
  • Document and provide Service Requests for system reconfigurations to the Consult Services team on behalf of customers
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Identified needs of customers promptly and efficiently.

Lead Support Analyst

Ceridian
Sandy Springs, GA
11.2013 - 07.2015
  • Promoted as Lead within first 6 months of employment
  • Mentored and trained internal team members on the Dayforce WFM product
  • Test and identify defects within the product based on customer issues
  • Evaluated product requirements to adhere to client specifications
  • Performed quality assurance checks on newly launched products.
  • Escalate complex issues to Level 3 team while maintaining positive rapport with customer.
  • Configure Pay Policies, Entitlements, and Attendance policies
  • Import and export to and from the Dayforce HCM to Ceridian Legacy payroll systems
  • Special projects when needed

Desktop Support Technician

Mmodal
Franklin, TN
04.2006 - 11.2012
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Accurately record, update and document issues using the BMC Remedy case/ticket system
  • Installation and configuration of applications including, Lotus Notes, Microsoft office, and other company used software
  • Trained new staff members as needed
  • Communicated effectively with all levels of stakeholders within the organization
  • Served as an operating system resource, providing technical support for the entire organization
  • Worked closely with other technicians and developers to research and implement solutions to issues with the company's software product

Human Resources Representative

EBSCO Industries, Inc.
Birmingham, AL
02.2002 - 02.2006
  • Organized and maintained personnel records including new hire paperwork and changes to employment status.
  • Processed employee status changes, keeping human resources systems and employee records up to date.
  • Created monthly reports summarizing employee absences and tardies along with any corrective action taken as requested by management
  • Assisted with planning, organizing and coordinating company events.
  • Responded to internal and external HR-related inquiries or requests.

Education

Associate of Applied Science - Computer Networking

ITT Technical Institute
Birmingham, AL
05.2005

Skills

  • Strong Analytical skills
  • Self Starter
  • Training/Mentoring
  • Team Building
  • Leadership
  • Data evaluation
  • Data collection processes
  • Technical troubleshooting
  • Service desk support
  • Client Relationship Building
  • Customer relations
  • Microsoft Office
  • Salesforce, JIRA, ServiceNow
  • UKG Pro Time Management (formerly UTM)
  • UKG Pro (formerly Ultipro)
  • UKG WFM (Ready)
  • Ceridian Dayforce WFM
  • Cyborg Systems

Certification

  • 2024 -Knowledge Article Management Article Certification - UKG/Salesforce
  • 2024 - How to Build Rapport Quickly - LinkedIn Learning Certificate
  • 2024 - Inclusive Leadership - LinkedIn Learning Certificate
  • 2024 - Leading your Org on a Journey of Allyship - LinkedIn Learning Certificate
  • 2023 - UKG Ready Basics - Certificate (UKG)
  • 2023 - UKG Ready Time Core - Certificate (UKG)
  • 2020 - Georgia Real Estate License (Salesperson)
  • 2018 - Use External Data in People Analytics Reports Certificate (UKG)
  • 2018 - People Analytics Certificate
  • 2012 - Holistic Health Coach Certification

References

References available upon request.

Timeline

Senior Product Support Representative

UKG (formerly Ultimate Software)
01.2020 - Current

Time Management Specialist

Ultimate Software
07.2015 - 01.2020

Lead Support Analyst

Ceridian
11.2013 - 07.2015

Desktop Support Technician

Mmodal
04.2006 - 11.2012

Human Resources Representative

EBSCO Industries, Inc.
02.2002 - 02.2006

Associate of Applied Science - Computer Networking

ITT Technical Institute

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