UKGProduct Support Engineer
Aug. 2023 - Jan. 2025● Provided technical assistance and post-implementation support for UKG Pro Workforce
Management, a SaaS product, ensuring seamless user experience and compliance with SOC 1 and 2
standards.
● Recorded support activities and cases in CRM (Salesforce), Exceeding 3600 accepted cases,
maintaining a 100% CSAT, and resolving cases within 2.5 days for the fiscal year.
● Managed incidents such as system outages, and zero-day bugs, while providing timely assistance to
shareholders and C-level executives, increasing stakeholder satisfaction by 20%.
● Collaborated with internal business teams and external partners to develop and execute system
enhancements that increased operational efficiency and supported process development initiatives.
● Proficient in Dell Boomi, Jira, Node.js, Google Cloud Platform (GCP), Splunk, Salesforce Service
Cloud, API Management and RingCentral.
● Utilized Splunk to review error and network logs, resolving complex issues including SSO and
SAML troubleshooting for federated authorization.
● Configured and troubleshooted time clock hardware remotely using VNC and UDM, and processed
RMAs, enhancing operational efficiency and customer satisfaction.
● Configured business structures, pay rules, and accrual policies to meet client requirements, ensuring
compliance with company policies and workforce strategies.
● Provided advanced support for UKG Pro WFM, leveraging Dell Boomi to manage and troubleshoot
system integrations, addressing connection errors and optimizing workflows for seamless data
transfer.
● Utilized SQL queries to unlock employee accounts, troubleshoot data inconsistencies, and address
access issues, reducing downtime for end-users and allowing for testing to achieve customer Go-
live.
● Technical Skills:
o WFM Tools: UKG Pro, Advanced Scheduler, Workforce Integration Manager
o Integration & Error Management: Dell Boomi, SFTP, REST APIs, JSON
o SQL Expertise: Troubleshooting, Employee Account Unlocks, Data Validation
o Configuration: Accruals, Pay Rules, Business Structures, Roles, Access Profiles
o Reporting & Analytics: Geolocation, Known IPs, Workforce Metrics
o System Administration: Active Directory, MFA, Group Policy
o Tools & Platforms: Salesforce, Splunk, ServiceNow, VNC, UDM
o Compliance: SOC 1 & 2 Standards