Bill Engler Email and Phone Number
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Over 30 years experience in Call Center, IT, and Banking industry. Professional manager with experience in business analysis and development, strategic planning, and research. Record of success at developing and implementing strategic programs. Creative, analytical thinker able to generate positive results as a significant team member or on an individual basis.Specialties: -Familiarity with MS Office products-SQL programming-Business Planning -Strategic Forecasting -Maintain and/or develop Employee Retention & Morale that result in low historical attrition rate-Monitor & manage process for performance improvement -Creative problem solving ability -Communication & presentation skills-Technical trainer -Technology knowledge -End-user support-Employee management, leadership, and supervisory skill
John W. Danforth Company
View- Website:
- jwdanforth.com
- Employees:
- 408
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Enterprise Applications AdministratorJohn W. Danforth CompanyBuffalo, Ny, Us
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Senior Helpdesk TechnicianJohn W. Danforth Company Nov 2020 - PresentTonawanda, Ny, UsTechnical Lead for internal company IT helpdesk. Involved in high-profile company projects designed to elevate technological status to continually enhance the company's positioning and status in industry. Partner with valued vendors to successfully complete projects and other internal efforts to drive JWD to next level of continued excellence.
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It Helpdesk SupervisorJohn W. Danforth Company Jul 2016 - Nov 2020Tonawanda, Ny, UsLeadership in regards to IT Team Support, Deployment, Enhancement, and Sustainability projects.
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Contractor: It And Microsoft Onenote Projects For Client Company (Jw Danforth)Imagine Staffing Technology Jan 2016 - Jul 2016Buffalo, Ny, UsProject - Building process and document repository in Cloud utilizing Microsoft OneNote.IT Support, Deployment, Enhancement, and Sustainability projects -
Business System Analyst Team LeaderM&T Bank Aug 2014 - Jul 2015Buffalo, New York, Us* Managed team of Business Analysts supporting various bank-related projects. Worked primarily in Hogan mainframe environment. Utilized also MS Office products.* Oversaw team performance & progress.* Worked with various M&T Business leaders to prioritize and schedule projects.* Secured role as Business Analyst leader on several projects to successful completion in approved timeframes.* Focused on process improvement through acquired learning and experience.http://www.mtb.com -
SupervisorThermo Fisher Scientific Oct 2012 - May 2014Waltham, Ma, UsFormerly Life Technologies.• Supervised two CSR Escalation teams tasked with Bio-Medical sales order verification/administration, issue resolution, specialized order setups, and account maintenance for ordering companies in Bio Technology and Research fields of study• Oversaw team performance & progress. Instilled various repeatable best practices and policies to improve employee efficiency • Created and maintained dedicated team research schedule which resulted in overall higher productivity, employee efficiency, & employee morale. http://www.lifetechnologies.com -
Service Delivery ManagerInergex May 2012 - Aug 2012Managed Technical Support Service Desk team. -Responsible for management of end user specific solutions-Incident Management-Problem Management-Service Request Management-Image Development & Updates-Procurement Services-Asset Tracking-Technology Deployment Services, (including configuration, & staging)-Established and enforced service level agreements in consultation with end users to establish problem resolution expectations and timeframes-Day to day management of personnel responsible for delivering the services to the client-Conducted performance reviews and career development of all Managed Services staff-Monitored and reported on the financial performance of the Managed Services solution compared to the budget plan -Forecasted workload requirements-Led and participated in client and internal conference calls, team meetings and management meetings-Consistently worked to improve the client's perception of Inergex and its capabilities-Reviewed processes and continuously searched for innovative methods to reduce costs and/or improve the client experience with Inergex-Profit/loss performance of assigned account and acted as a primary service delivery point of contact -Held accountable for overall Client satisfaction, and conducting surveys and other “Voice of the Customer” activities to measure the Client's satisfaction -Provided feedback to Client management team on survey results, and action planned to address Client issues/concerns-Established and managed operational account relationships-Client management to review current status / trends and recommended changes to improve performance-Responsible for developing client advocacy in each Client relationship
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Lead It AnalystDelaware North Companies May 2009 - May 2012• Assisted in managing team of IT Analysts supporting Delaware North Companies site and home office projects as well as remediation of open site issues• Oversee team performance & progress. Instilled various repeatable best practices and policies to improve employee efficiency • Support Point of Sale Systems: Micros, Quest, and Retail Pro. Credit Card processing Systems: Shift4 and Merchant Link• Involved in many projects in relation to new installations, upgrades, and maintenance as Lead IT resource• Assisted Delaware North Companies site employees on resolution of open issues by fielding escalations by Delaware North Companies Helpdesk team• Create and enhance various technical documentation resources for utilization by coworkers• Work closely with other IT team members to triage open issues to work towards quick resolutions
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Informix Operations ManagerSitel Mar 2003 - Mar 2009Miami, Fl, Us· Managed group of highly-skilled technical support engineers supporting high-level professional users of various Informix/IBM products.· Oversaw work performance & progress. Instilled various practices to improve call flow & execute quicker resolution times. Managed team to 92% overall case resolution rate. We exceeded client expectations as this surpassed the client goal of 80% greatly.· Administered agent reviews & made salary adjustment suggestions to upper management.· Ensured engineers maintained proper adherence to customer cases which included time management. Team attained 93% overall customer satisfaction rate.· Work customer-created cases on Informix/IBM products as Technical Support Engineer as needed. Maintained personal case resolution rate of over 90%.· For approximately 18 months during tenure I also managed bilingual (Spanish) technical support campaign for Lexmark printers.. -
EntrepreneurToyworld Cafe 2002 - 2006
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SupervisorClientlogic Aug 1998 - Mar 2003Nashville, Tennessee, Us•Manage group of highly-skilled technical support engineers supporting high-level professional users of various Informix/IBM products. •Oversee work performance & progress. •Create & maintain team schedules. •Administer agent reviews & make salary adjustment suggestions. •Ensure engineers maintain proper adherence to customer cases which includes time management. •Work customer-created cases on Informix/IBM products as Support Engineer as needed. •For approximately 18 months during tenure also managed bilingual (Spanish) technical support campaign for Lexmark printers. -
Informix Tech Support EngineerClientlogic/Softbank Service Group Jul 1996 - Aug 1998Miami, Fl, UsProvided tech support to Informix customers, Informix is now owned by IBM and is data-warehousing & reporting software. Supported products IDS, ISQL, I4GL, ESQL, SDK, ONLINE, & SE.
Bill Engler Skills
Bill Engler Education Details
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Canisius UniversityMis -
Kenmore EastComputer Science
Frequently Asked Questions about Bill Engler
What company does Bill Engler work for?
Bill Engler works for John W. Danforth Company
What is Bill Engler's role at the current company?
Bill Engler's current role is Enterprise Applications Administrator.
What is Bill Engler's email address?
Bill Engler's email address is be****@****ing.net
What is Bill Engler's direct phone number?
Bill Engler's direct phone number is +171621*****
What schools did Bill Engler attend?
Bill Engler attended Canisius University, Kenmore East.
What are some of Bill Engler's interests?
Bill Engler has interest in Personal Fitness, Civil Rights And Social Action, Environment, Management Training, Customer Service Training, Poverty Alleviation, Disaster And Humanitarian Relief, Technical Training, Human Rights, Animal Welfare.
What skills is Bill Engler known for?
Bill Engler has skills like Vendor Management, Software Documentation, Business Analysis, Process Improvement, Troubleshooting, Management, Leadership, Technical Support, Training, Customer Experience, Crm, Windows Server.
Who are Bill Engler's colleagues?
Bill Engler's colleagues are Rob Jenkinson, Margaret Batt, Matthew Cotton, Gary Fredericks, James Larson, Anthony Egert, Gregory Pankow.
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