Jodi Wells
Wake Forest
Summary
Solutions-focused professional with 32 years of progressively advanced experience in client-focused technical support. Resourceful problem solver who is adept at effectively assisting a variety of customers. Demonstrated success in managing staff, supporting internal and external customers, project management and data analysis, and mastering new tools and technologies quickly.
Overview
32
32
years of professional experience
Work History
Senior Product Manager
Southern Management Companies
09.2022 - Current
- Manage a team of 2 employees
- Work directly with Vice Presidents to assist with data collection, dashboard creation and metrics
- Assist IT Director with the department budgets and yearly goals
- Resolve support tickets that team members cannot resolve
- Work directly with the software vendor to report bugs
- Create custom reports using SQL and SSRS
Yardi Administrator
Southern Management Companies
03.2016 - 08.2022
- Resolve tickets that the Software Application Manager & IT team need assistance on for completion
- Support Accounting, Marketing, RFS, and IT teams on troubleshooting issues, best practices and reports
- Provide technical support on troubleshooting issues, best practices and reports
- Create and support custom processes, stored procedures, and reports as needed
- Create custom reports using SSRS
- Manage and resolve any SQL related fixes, queries, and issues
- Lead and/or participate in all Yardi related teams
Support Escalation Manager
SoftPro LLC
11.2015 - 02.2016
- Managed a team of 7 employees
- Supported Real Estate Title software
- Handled escalations from team to client until successful problem resolution
- Collaborated with other departments to find best solutions for clients’ needs
Senior Technical Account Manager
Yardi Systems, Inc.
11.2009 - 10.2015
- Train team members on implementation process and best practices
- Build relationships with new Top Tier clients, including C-level officers, with on-site visits and daily phone calls to ensure a smooth implementation
- Consult with clients to determine best implementation process, software setup and roll-out plan
- Project Manage the implementation of the full suite of Yardi products; coordinate both internally and externally to ensure project deadlines are being met
- Completed implementations from start to finish with on-time completions and satisfied customers create/implement SQL stored
- Procedures and updates to customize the data for clients’ needs communicate with development on recommended software
- Changes based on clients’ needs/wants
Support Analyst
SIEMENS MEDICAL SOLUTIONS
01.2003 - 09.2008
- Developed and supported Customer Service Department intranet projects, metric reporting using Crystal Reports, Excel and MS Access, and GUI front-end Customer ticketing system.
- Reduced support personnel ticket updating time and added functionality for updates and attachments by creating GUI front-end to internal ticketing system; sole developer and supporter of self-taught Siemens GUI application Increased report usage by 253% from previous year by rewriting centralized reporting intranet site
- Gave employees access to track their productivity against group/department targets by creating and supporting employee level metrics intranet site
- Self-taught HTML, ASP, Java, Dreamweaver, and SQL Server.
Senior Business Analyst
SIEMENS MEDICAL SOLUTIONS
01.2000 - 01.2003
- Developed, supported and analyzed department metrics using Microsoft Access, Excel and Crystal Reports for Customer Service Department of 400+ employees.
- Created and supported a departmental dashboard to track monthly metrics based on company objectives; participated on team to identify trends and areas of improvement based on dashboard output.
- Developed an intranet site and reporting for customer-based feedback program; automated department announcement of employee weekly winners.
- Created custom reports for department managers for tracking group metrics.
Group Leader
SIEMENS MEDICAL SOLUTIONS
01.1998 - 01.2000
- Managed up to 6 employees in the Customer Service Department in a remote capacity.
- Allowed employees to be on track with objectives and recognize areas for improvement by holding monthly 1 on 1 video conference meetings for performance updates
- Completed performance reviews and assisted with the salary adjustment process
- Advised programmers on technical issues and continued to participate on the technical after-hours on-call rotation
- Participated on team to analyze, test and document Y2K effects on mainframe systems; on-site for Y2K implementation which succeeded with only minor issues
- Gathered numerical statistics for group metrics using Microsoft Access; measured against departmental objectives and made recommendations to manager for improvements
Programmer Analyst
SIEMENS MEDICAL SOLUTIONS
05.1994 - 01.1998
- Responsible for third level support of healthcare mainframe systems.
- Made coding changes in Assembler language for existing bug fixes and enhanced software with new functionality requested by external customers
- Created a shorter learning curve for new hires by developing several troubleshooting guides for the various products supported and served as primary advisor for new hires
Education
BS - Quantitative Business Analysis, minor Computer Science
Pennsylvania State University
Skills
- Customer Service
- SQL Server
- Microsoft Office
- Leadership
- Yardi Software
- Software Support
- Project Management
- Report Writing
- Support Upgrades
- Data Analysis
- Dashboards
- Healthcare Software
- Multi-tasking
- Troubleshooting
- Cross-functional collaboration
- Strategic planning
Timeline
Senior Product Manager
Southern Management Companies
09.2022 - Current
Yardi Administrator
Southern Management Companies
03.2016 - 08.2022
Support Escalation Manager
SoftPro LLC
11.2015 - 02.2016
Senior Technical Account Manager
Yardi Systems, Inc.
11.2009 - 10.2015
Support Analyst
SIEMENS MEDICAL SOLUTIONS
01.2003 - 09.2008
Senior Business Analyst
SIEMENS MEDICAL SOLUTIONS
01.2000 - 01.2003
Group Leader
SIEMENS MEDICAL SOLUTIONS
01.1998 - 01.2000
Programmer Analyst
SIEMENS MEDICAL SOLUTIONS
05.1994 - 01.1998
BS - Quantitative Business Analysis, minor Computer Science
Pennsylvania State University