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Summary

Analytical Accounting Support Professional offering over 15 years of experience providing technical support to accountants utilizing an array of technology and software programs. Subject matter expert in QuickBooks Online US and Canada, QBO Payroll, and ProSeries. Certified change agent, adept at formulating processes and leading teams in achieving excellence in client satisfaction, productivity, and profitability. Seamlessly interfaces with customers and personnel at all levels. 

Work experience

Technical Support/Sales Specialist             

INTUIT INC
2003Present

Facilitated network uninstall and reinstall of tax preparation software for accountants working without internal IT personnel. Supported single-user networks in downloading, installing, and configuring software updates online. Assisted QuickBooks customers with supplies integration.

  • Identified and resolved malfunctions pertaining to system access for agents, collaborating with agents and the engineering/product development teams.
  • Supported QuickBooks desktop and online customers with tips to help clients discover additional features within their software resulting in increased business and streamlined accounting processes.
  • Facilitated first time use QBO customers as well as FTU Payroll within their accounts.
  • Directed and supported other agents as mentor and subject matter expert in managing escalated issues.
  • Routinely worked with Tier 3 agents and engineers to troubleshoot and resolve emerging issues.
  • Discovered accounting inaccuracies caused by technical bugs; reported to management to determine resolution.
  • Performed comparative research to determine the cause of issues and identify areas needing improvement.

 

Held additional roles with Parsons, Verizon and Bell Atlantic

Education

Microsoft Networking Diploma

Strayer University

Associate of Arts, CIS Programming

Strayer University

Bachelor of Science, Accounting

Strayer University

Skills

Hardware/Systems

Multiplexers, PC/Server, Admin, Routers, Switches, IP Telephony, Mac, Windows

Databases
Oracle 10G, MS Access
Languages
C++, Unix, Visual Basic, SQL, HTML, VBA
Applications

Microsoft Office Suite: Word, Excel, Outlook, PowerPoint

QuickBooks, Quicken, ProSeries, Intuit Online Payroll

Core Competencies

  • Intuit Online Payroll
  • Merchant Services Integration
  • QuickBooks Certified ProAdvisor
  • Project Management 
  • Troubleshooting 
  • Bookkeeping
  • Payroll
  • Customer Service
  • Individual Income Taxes
  • Accounts Payable
  • Accounts Receivable
  • GAAP
  • Monthly Account Reconciliations
  • Business Income Taxes
  • Technical Support
  • Systems Integration
  • Quality Assurance