Tim Kooima
Grand Rapids,United States
Summary
Enthusiastic consultant and training manager helping businesses use enterprise-level ERP software. Skilled in online training, managing customer deployments, developing documentation and video tutorials, creating standardized procedures, and leading product demonstrations. Experienced leader, communicator, and analyst focused on customer satisfaction.
Overview
25
25
years of professional experience
Work History
Consultant, Training & Education Manager
The Picas Group
03.2017 - Current
- Identify customers’ business needs and advise them on best practices based on extensive knowledge of business processes
- Leverage application to meet customer needs and design enhancements to create cost-effective solutions
- Deploy software to new and existing customers and work with outside vendors to communicate with their systems
- Create online user manuals and training videos designed to educate new and existing customers about the software and standardized procedures
- Lead online trainings and user conference sessions on industry topics
- Promote product through sales demos and industry conferences
- Configure data management and reporting using SQL, Power BI, and custom scripting
Support Manager
The Picas Group
02.2012 - 03.2017
- Lead a team of 6 support technicians providing 24/7 customer support including bug fixes, software updates, and answering questions resulting in glowing reviews on our response and reliability
- Supported, educated, and mentored the support team
- Acted as the liaison with other departments
- Pursued professional development to stay updated on support management and DevOps methodologies
Application Support Specialist
The Picas Group
08.2010 - 02.2012
- Delivered exceptional customer support
- Regularly communicated to customers through weekly software updates
- Worked to test and document software, which improved the customer experience
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
Senior Help Desk Technician
Family Christian
06.2007 - 08.2010
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified and repaired software and hardware to resolve technical issues.
Television Director
WZZM 13 News
03.1998 - 06.2007
Education
Bachelor of Arts - Telecommunications
Calvin University
Grand Rapids, MIAssociate of Applied Science - Network Administration
Grand Rapids Community College
Grand Rapids, MILicenses & Certifications A+ Certification - CompTIA -
Skills
- Software Consulting
- ERP Implementations
- Project Management
- Software Documentation
- Training & Development
- Process Improvement
- Software Sales
- Requirements Analysis
- SQL
- Microsoft Power BI
Timeline
Consultant, Training & Education Manager
The Picas Group
03.2017 - Current
Support Manager
The Picas Group
02.2012 - 03.2017
Application Support Specialist
The Picas Group
08.2010 - 02.2012
Senior Help Desk Technician
Family Christian
06.2007 - 08.2010
Television Director
WZZM 13 News
03.1998 - 06.2007
Bachelor of Arts - Telecommunications
Calvin University
Associate of Applied Science - Network Administration
Grand Rapids Community College
Licenses & Certifications A+ Certification - CompTIA -
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