● Directly support clients, carriers and internal teams by performing data analysis and reporting to establish accurate freight audit and payment

● Develop and maintain various customer-specific logic rules for GL coding and automated decision-making models

● Configure and update carrier rate structures (freight, parcel, LTL and truckload) within internal audit system providing 48-hour turnaround

● Manage and resolve 50+ support tickets per week in JIRA, ensuring timely issue resolution and documentation

● Led migration from Zendesk to JIRA Service Management, reducing redundant licensing costs and ticket resolution time by 25%

● Provide Level I support for Transportation Management System (TMS), troubleshooting system and user issues while adhering to 24-hour SLA

● Oversee ETL processes, transforming data from ANSI x12 EDI, XML and spreadsheet files to ensure data integrity

● Collaborated with a Fortune 500 client on migration from Oracle to SAP platform

● Provided technical support to end users of healthcare software and hardware via email and phone

● Managed and tracked 100+ weekly support requests using Salesforce, ensuring timely resolution an

● Trained health administrators on Learning management systems (LMS) used across universities, hospitals

and medical offices

● Conducted testing and quality assurance for online healthcare courseware, including programs for regulatory compliance, clinical training and resuscitation education

• Collect data by running database queries with Microsoft Access to access previously invoiced records

• Create contracts for automated audit system using carrier rates and queried data

• Amend outdated rates with newly contracted tariffs

• Tested, reviewed and implemented the production of new audit system

• Support the various departments using an exchange of applicable figures

• Assist in the recording and rotation of LTO backup data tapes using Symantec Backup Exec 2010

• Reviewed accuracy of invoices against contracts and tariffs and adjusted accordingly

• Confirmed legal documents for each invoice

• Performed weekly freight reporting and summaries from payment

• Verified that automated payment processes within database are correct

• Managed client resolution process with carriers

• Promoted to IT department in August 2012