Karl Schwende

Current

• Implementation Specialist at Tyler Technologies

Past

• Technology and Software Trainer at Senior Care of Colorado
• Project Manager at Infotrieve
• Technical Support Services Manager at Infotrieve

• Library Technician at Infotrieve
• Network Administrator at May Financial / Southwest Securities

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Education

• Michigan Technological University

Connections

55 connections

Industry

Information Services

Karl Schwende’s Experience

• Implementation Specialist

  Tyler Technologies

  (Public Company; TYL; Computer Software industry)

  January 2008 — Present (1 year 11 months)

  Train clients on Tyler software solutions, involving authoring of presentations and handouts.
  • Manage implementations - including the divisions largest, valued at $1m.
  • Execute data conversions using in house ETL tools.
  • Document system requirements, feature enhancement requests and bug reports.
  • Travel up to 75% of the time to be onsite and available to clients.
  • Interface with clients post-implementation to ensure customer satisfaction and generate follow up sales.

• Technology and Software Trainer

  Senior Care of Colorado

  (Hospital & Health Care industry)

  October 2007 — January 2008 (4 months)

  • Trained new doctors and clinic staff on EHR desktop and mobile software.
  • Analyzed existing hardware, software, and processes leading to planned implementation of an electronic health records (EHR) system.
  • Provided recommendations for future technology investments and delivered detailed technical roadmaps to achieve these objectives.
  • Coordinated IT contractors during new client setups, scheduled telecom deliveries, assisted during network and workstation installation.

• Project Manager

  Infotrieve

  (Privately Held; 51-200 employees; Information Services industry)

  January 2006 — March 2007 (1 year 3 months)

  Responsibilities included the management of projects and the execution of individual tasks for the Senior Vice President of Product Development and the Vice President of Operations.
  • Internal process automation performance improvement. Increased automated performance from 27% to 55%, meeting expected result and saving 40 FTE hours per week.
  • Corporate headquarters relocation from California to Connecticut, relocation of remaining staff within Los Angeles, regional sales office relocation within Michigan. Roles included working with brokerage firms, touring and co-selecting space, and setting up space to be operational.
  • Salesforce.com CRM integration. Liaison for all departments, interviews, and requirements gathering.
  • Project Manager for final upgrades and sunset plans for 2 products. Responsibilities include consultation with legal, execution of customer communications plan, and technology shutdown.

• Technical Support Services Manager

  Infotrieve

  (Privately Held; 51-200 employees; Information Services industry)

  April 2005 — December 2005 (9 months)

  Responsibilities included management of the global technical support department. Trained the customer service department on new products and level-1 support roles. Day-to-day technical support of products and processes.
  • Supported three products with more than 5,000 customers. Software platforms included Shrink-wrapped desktop software, ASP search platform, enterprise installations, and web applications.
  • Managed the contract and performance of an offshore technical support group. Improved their customer satisfaction scores by 20%.
  • Automated a process for a high value account resulting in a 10% decrease in customer service workload and two FTE hours per day. Decreased average order turn around time by two days.
  • Led a team that deployed a new helpdesk software package allowing granular measurement and reporting of the customer service team’s activities.
  • Deployed access to software tools to remote staff reducing incoming tickets to customer service by 25%.

• Library Technician

  Infotrieve

  (Privately Held; 51-200 employees; Libraries industry)

  June 2004 — March 2005 (10 months)

  Responsibilities included servicing orders for the product information group of Pfizer.
  • Averaged 200 closed orders per day resulting in $7,000 of revenue per day.
  • Created a report showing turnaround time per order. This report became the company standard template for all Infotrieve customers.
  • Completed statistical analysis of order processing performance identifying critical times for incoming orders. This information was used to streamline workflows to achieve a four hour turnaround average for internally filled orders.
  • Designed, investigated, tested and delivered a recommendation for a paperless workflow, per the request of the client. Involved testing multiple scanners and software from different vendors.

• Network Administrator

  May Financial / Southwest Securities

  (Public Company; 1001-5000 employees; sws; Information Services industry)

  2001 — 2004 (3 years )

  Responsibilities included the support of a securities trading desk, installing and configuring new trading and charting software, installing new networks into our Vlan Topology, fixing hardware related problems, dealing with system vendors, and scheduling maintenance for systems.
  • Project team member for development of in-house trading, charting, and back office software application. Involved in user interface design improvements and administered user testing and created feedback reports.
  • Team member for equipment purchase, build, and installation in a new Michigan field office.
  • Technology team member for office relocation in New York City. Moved an active trading office over one weekend with zero loss of uptime.
  • Involved in the lease replacement project for all US office locations. 150 workstations, 450 monitors, 40 servers in four field offices with zero loss of trading activity.

Karl Schwende’s Education

• Michigan Technological University

  Civil Engineering

Karl Schwende’s Contact Settings

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