Judy Ann A.

Dedicated and adaptable support professional with extensive experience in both technical and customer service roles. Skilled in incident management, payroll processing, and systems troubleshooting, with a proven track record of delivering efficient and client-centered solutions. As an Incident Coordinator, I effectively liaise between the Service Desk and Resolver groups, ensuring quick resolution of issues to maintain high customer satisfaction. My background includes strong competencies in Salesforce and ServiceNow, with a developing familiarity with other support platforms. In the payroll field, I have a comprehensive understanding of end-to-end payroll processing using QuickBooks Online Payroll, Gusto and ADP from setting up and reconciling payrolls to calculating deductions, filing taxes, and preparing compliance reports such as Form 941. With hands-on experience managing payroll for diverse employee structures, including hourly, salaried, and commissioned workers, I ensure accurate, timely payroll management tailored to each client’s needs. Additionally, I have experience in ecommerce platforms, including Shopify and Gorgias, where I handled customer inquiries, order management, and streamlined workflows to enhance the customer experience. Key Skills: **Incident Management and Support Coordination **Customer Service Excellence and Problem Solving **Technical Troubleshooting and Systems Knowledge **Payroll Processing and Compliance (QuickBooks Online Payroll, ADP, Gusto) **Employee Deductions and Reconciliation (e.g., 401K, Medical) **Ecommerce Support and Platform Proficiency (Shopify, Gorgias, Haus) **Proficient in Salesforce, ServiceNow, and Office365 (Excel, Word, PowerPoint) **Skilled in Communication Platforms (Slack, Microsoft Teams, Discord) Professional Experience: **Incident Coordinator – Oversee technical issues and act as liaison between Service Desk and Resolver groups to ensure timely, accurate resolutions. Manage incidents in high-pressure situations, leveraging Salesforce and ServiceNow for efficient tracking and resolution. **Technical and Customer Support Associate – Delivered high-quality customer service by addressing technical inquiries, troubleshooting software issues, and guiding clients through issue resolution with clarity and patience. Successfully reduced incident response time by collaborating with cross-functional teams and employing effective problem-solving skills. **Payroll Specialist – Manage payroll for U.S.-based clients, including backdating, payroll runs, and quarterly filings with precision. Experienced in handling payroll reconciliation for diverse employee structures, ensuring accuracy in deductions and compliance with tax regulations. Skilled in QuickBooks and ADP for efficient payroll management and record-keeping. **Ecommerce Support Specialist – Utilized Shopify to manage orders, track inventory, and resolve customer inquiries efficiently. Leveraged Gorgias to provide personalized customer support, automate responses for common queries, and improve overall client satisfaction by streamlining communication workflows.