Nicole Giampapa
Tucson,AZ
Summary
Client-focused professional with expertise in HRIS implementation, software integrations, and technical support. Skilled in PrismHR, Swipeclock, and iSolved, with hands-on experience in workflow configuration, data migration, troubleshooting complex issues, and delivering client training. Recognized for streamlining onboarding processes, improving system efficiency, and ensuring high client satisfaction.
Overview
5
5
years of professional experience
Work History
Software Specialist (HRIS Implementation)
Focus HR
11.2024 - Current
- Lead end-to-end HRIS implementations for new clients, including requirements gathering, workflow design, data migration, system configuration, and post-go-live support across PrismHR, Swipeclock, and iSolved platforms.
- Conduct client onboarding and training sessions, providing clear guidance and best practices to ensure successful adoption of new systems.
- Develop and publish knowledge base articles for internal teams and clients, improving issue resolution time and empowering users with self-service solutions.
- Collaborate cross-functionally with internal departments to streamline support processes and deliver consistent, high-quality client experiences.
- Monitor and document support cases, ensuring accurate tracking, timely follow-up, and knowledge base contributions.
- Act as the internal Tier 1 IT support resource, addressing hardware and software issues to keep internal systems running smoothly.
- Manage incoming support requests and act as the first point of contact for client technical issues, triaging, troubleshooting, and escalating cases as needed.
Sales Associate
HomeGoods
10.2023 - 10.2024
- Greeted customers and provided exceptional customer service.
- Focused on understanding and troubleshooting customer concerns and generated solutions.
- Attended weekly team meetings to review performance goals and objectives.
- Provided accurate information about products, prices and services.
- Organized merchandise and restocked shelves to ensure sufficient inventory levels.
Integration Specialist 2
Podium
07.2022 - 08.2023
- Promoted to Integration Specialist 2 based on exceptional performance and consistently exceeding integration metrics.
- Led complex integration projects, collaborating closely with cross-functional teams to ensure successful integration of software solutions across diverse systems and platforms.
- Successfully managed a large work queue, efficiently prioritizing and setting up complex integrations for clients within established timelines.
- Developed comprehensive documentation, including advanced integration guides and troubleshooting procedures, to facilitate knowledge sharing and enhance support efficiency.
- Mentored and trained new team members on advanced integration techniques and best practices, significantly reducing onboarding time.
Product Support Specialist
Podium
04.2022 - 07.2022
- Provided exceptional technical support to customers, addressing inquiries related to software products via various channels, including phone, email, and live chat.
- Diagnosed and resolved complex technical issues, ensuring minimal disruption to customer workflows and maintaining high customer satisfaction.
- Maintained meticulous documentation of customer interactions, providing accurate and detailed records that contributed to streamlined support processes.
- Collaborated with the product development team to communicate customer feedback, contributing to the improvement of product features and functionality.
- Created and updated a knowledge base of frequently asked questions and solutions, enabling customers to find resolutions independently.
Sales Associate
Bed Bath & Beyond
09.2020 - 09.2022
- Assisted customers in making informed purchasing decisions, providing product information, and offering personalized recommendations.
- Maintained a visually appealing store environment through merchandise displays and store organization.
- Processed customer transactions accurately and efficiently, ensuring a positive shopping experience.
- Collaborated with team members to achieve sales targets and meet store goals.
Education
Associate of Applied Science - Cyber Security
Pima Community College
Tucson, AZ05-2026
Skills
- HRIS Platforms: PrismHR, Swipeclock, iSolved – implementation, configuration, and troubleshooting
- Data Analysis and Reporting within HRIS systems (custom reporting, data validation)
- Client onboarding, workflow setup, data migration, and training delivery
- Technical support and case management for complex system issues
- Knowledge base creation for internal and client self-service support
- Systems integration using RESTful API, Postman, Zapier, and Webhooks
- FTP/SFTP data transfer and basic AWS cloud familiarity
- Cross-functional collaboration with IT, product, and client success teams
- Process optimization to streamline onboarding and reduce client setup time
- Client relationship management with a focus on satisfaction and success
References
Chris Isham - Integration Manager at Podium
chris.isham@podium.com | (916) 769-5337
Jada Swendsen - Product Support Manager at Podium
jadajanepearl@gmail.com | (217) 419-6867
Daniel Nix - General Manager at Bed Bath & Beyond
Daniel.nix@tusd1.org | (520) 338-6354
Timeline
Software Specialist (HRIS Implementation)
Focus HR
11.2024 - Current
Sales Associate
HomeGoods
10.2023 - 10.2024
Integration Specialist 2
Podium
07.2022 - 08.2023
Product Support Specialist
Podium
04.2022 - 07.2022
Sales Associate
Bed Bath & Beyond
09.2020 - 09.2022
Associate of Applied Science - Cyber Security
Pima Community College
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