Michele Buen has over 15 years of experience in software support, EDI support, systems quality assurance, and web development. She has a track record of excellent communication skills and technical problem solving to support customers and trading partners. Her background includes roles at Accela Software, Epicor Software, Providian Financial, and Alladvantage.com.

1. MICHELE BUEN
Brentwood California
925-413-8026 ● michelebuen@comcast.net
SUMMARY
Highly knowledgeable, motivated team player with diverse experience and skills.
Consistently, recognized for excellent communication skills, high integrity, positive
attitude and ability to build a cohesive team environment. Computer Proficiency.
EXPERIENCE
Accela Sofware, San Roman. CAApril 20014-March 2015
Software Support Representative
My primary job was to support the customer product inquiries via telephone or in written
internet-based email. I displayed interpersonal skills, technical product knowledge and
expertise when responding to daily customer-centric activities. As part of my job I had to
troubleshoot issues with the software applications and recommending corrective action
for escalation if needed. In addition I documented customer information and recurring
technical issues using the Salesforce application.
Epicor Software Corporation, Livermore, CA 2005-Present
EDI Support Specialist
My primary job as senior EDI Monitor is to provide EDI production support. I maintain
EDI transactions, provide technical expertise and support for EDI communications. Setup
van interconnects with our EDI trading partnerships. Research, track, and resolve EDI
issues. Work with VAN’s to resolve transmission issues for the following document types
810, 850, 820 and 997’s. Work with trading partners and internal functional teams to
troubleshoot data issues. Maintain EDI documentation. Monitor daily EDI operations and
performance. Analyze transaction files to identify data errors, transmission errors. Assist
with the on-boarding of trading partners. Provide training on the EDI tracker to our
customers. Provide training to new employee’s within the EDI group. Experience in
testing and migrating customers over to the Epicor (XDX) van.
Providian Financial, Oakland, CA 2000-2004
Systems QAAnalysts 1 - Enterprise Change Management
Managed, analyzed, and processed 100+ Global Production Change Controls a month,
using the Remedy Change Management (RCM) System. Ensured change documentation
was complete and changes were implemented in the correct order; thus, minimizing the
risks involved with new projects. I was responsible for the planning and monitoring
Information Technology operations processing activities.

2. Managed highly complex projects including system upgrades, application releases and
maintenance activities.
Investigated Change Controls, which failed to determine and report problems to
management. Insured complete and accurate production turnovers between operations
shift. Monitored Enterprise Change Managements (ECM) Remedy Change Control queue
(list of new changes requests) and the ECM group mailbox - sent notifications, updated
attachments, and provided referrals for further handling.
Provided expertise in the Change Control process and procedures for on-going support
for both internal and external audits. Instructed inter-departmental training classes, as
well as one-on-one customized training.
Designed and documented procedures which grouped data changes for weekly
processing; this resulted in the reduction of necessary system outages (from multiple to
one). Published the ECM Group Queue Reports for the management group. Experience in
Data Imputing.
Alladvantage.com, Hayward, CA 1999-2000
Configuration Technician (2000)
Maintained and documented company website changes using PCAnywhere and Visual
Source Safe. Published reports and maintained merged files on five servers for the
website.
Coordinated all website material for publication; served as liaison between the
development and quality assurance teams.
Web Content Developer (1999-2000)
Created and managed HTML web content pages and templates shared amongst
developers.
Provided Quality Assurance and managed the bug tracking system on the international
website for clients.
Created and updated Frequently Asked Questions used by the end user.
Customer Service Representative (1999)
responded to customer queries and complaints through the Kana email system.
Assisted in the development and launching of the AllAdvantage Community (benefit for
frequent customers).
EDUCATION
California State University, Hayward
B.S., Criminal Justice
Ohlone College, Fremont
A.A., Liberal Arts