TONI JO HIGHSMITH
San Pedro, CA 90731
Ph: 424.772.6781
Mobile:  [Send email to request phone number] 82.5886
Email: 

INFORMATION TECHNOLOGY
Software Support / Project Management / Talent Management Administration

Talented technical and business management professional offering a tradition of
performance excellence in customer care, project management, solutions
implementation and training. Consistently contribute improved productivity,
better technical operations, increased customer satisfaction and successful
completion of critical IT / customer projects. Strong delivery persona with
high-quality technical and customer care support.

Demonstrated ability to balance demands of both internal and external customers,
communicating well with all parties including management, vendors, staff, peers
and users. Strong project management skills; able to assume leadership over
projects, identify/troubleshoot issues and see projects through from conception
to successful implementation.. Expert problem solver and requested
troubleshooter, attuned to resolving client issues while protecting interests of
corporation. Thrive in fast-paced, challenging environments and adept managing
through growth, adversity and change.

Key Skills: Project Lifecycle Management; Software Support; Customer Service;
Customer Technical Support; Operational Improvement; SAAS Environment; Technical
Analysis; SQL and ODBC; Batch and Real-time Processing (Back End); Database
Administration and Manipulation

CAREER & ACHIEVEMENT SUMMARY

Cornerstone OnDemand - Santa Monica, CA 2007 to Present
IMPLEMENTATION SPECIALIST

Overview: Charged with providing client support and assisting clients in
understanding Talent Management in SAAS environment. Outline information
regarding data feed integration process, BE Implementation Methodologies and
maintain weekly communications with clients. Daily functions including managing
multiple clients in five phased Implementation process for Business Edition
Product Offering. Collaborate with Technical Consulting team to set up recurring
data feed and utilize alternative method uploading users into the system,
completing all phases including UAT phase until live implementation. Serve as
"Care Analyst" following all implementations, troubleshooting product or
functionality issues.

Key Achievements

 * Coordinate numerous client assignments to help convert current HR processes
to automated process within Cornerstone application. Conduct numerous virtual
sessions with large client audiences to explain the portal configuration
process.
 * Manage Social Network platform - Business Edition Success portal. Post all
best practices, address client postings and oversee overall look/feel of portal.
 * Improve client services by creating interactive self-help curriculum to
seamlessly guide client through implementation process.
 * Simplified Business Edition Product Offerings to enable internal and external
clients understanding of the product offering and implementation process.
 * Successfully identify and resolve client issues including replication,
diagnosis and documentation.
 * Drive customer satisfaction by providing customized functionality and
training based on unique client requirements; team with development, product
management and technical services to address needs and configure customizations
before guiding client in effective usage to realize maximum results.
 * Improve overall productivity by providing essential release information
including new functionality and enhancement with each seasonal release.
 * Assigned to manage Barclays and Liberty Mutual Case program, managing all
aspects of care cases based on their highly-customized system and
functionalities.

TONI JO HIGHSMITH, Page Two

 * Authored Succession Planning overview document and configuration preferences
for Business Edition Configuration workbook and simplified Business Edition
product offering for better visibility.

Digital Insight - Westlake Village, CA 2004 to 2006
INTERNET BANKING ANALYST

Overview: Accountable for providing software support to financial institutions
including those related to internet banking and third-party software. Provided
incident documentation in Pivotal software for tracking and resolution. Resolved
issues related to Bill Pay, Cash Management, Funds Transfer and IB Banking data
vendors.

 * Managed high profile and complex client case loads to ensure client
retention
 * Expert Knowledge POC regarding integrated applications and vendor
resolutions
 * Teamed with IB Product Management to discuss and implement customized
intricate client solutions

EARLY CAREER PROGRESSION

WorldCom - Alpharetta, GA 1999 to 2003
Senior Analyst

Overview: Scope of responsibility was diverse and included managing helpdesk
staff in support of proprietary software, serving as project manager for business
development and credit department. Developed and presented monthly ad hoc report
for executive meeting.

*?Increased overall team knowledge and support through customized development
plans and one on one coaching sessions. Developed internal Help Desk process and
support manual for sales department.
*?Created central USOC database with user friendly interface to increase
analysis consistency and reliable data source.
*?Served as co-planner for management team to lead internal / external projects
improving application processes and streamline customized requests.

Coxe Curry & Associates - Atlanta, GA 1998-1999
Administrative Assistant

Century Contractors, SKC Project Covington, GA 1997-1998
Payroll Time Management

EDUCATION

BA, Project Management - DeVry University, exp. 2012

AAS, Business Administration - University of Phoenix, 2009