Bill Stegner Email & Phone Number

Graniteville, Sc, Us

Remote

Using applications in Visual Studio, Talend Cloud Integration, and Databricks convert source data from various practice management software systems to the Covetrus Pulse cloud based system. Collaborate with the development team to submit and approve changes for production deployment. Verify data integrity by working closely with the Data Quality team. Contribute to source code modifications for Databricks migration. Develop and deliver training materials to the conversion team. Provide regular updates to the onboarding/training team on conversion progress and challenges.

Ran manual data processing for input and output files for printing operations. Worked to add automation to improve processes using Clover and SSIS tools.

Work as part of the support team of 22 people to provide raving fan support for eVetPractice. Coach and train team members in the use of the product as well as troubleshooting steps. Test and duplicate issues presented by technicians, and submit them to development. Monitor Azure IIS and SQL databases for any potential performance issues. As KCS coach update knowledge base articles and train team to meet standards of article and case creation.

Work as part of the support team of 22 people to provide raving fan support for eVetPractice. Coach and train team members in the use of the product as well as troubleshooting steps. Test and duplicate issues presented by technicians, and submit them to development. Monitor Azure IIS and SQL databases for any potential performance issues. As KCS coach update knowledge base articles and train team to meet standards of article and case creation.

Provided on-line chat as well as phone support to over 2000 customers for the cloud based eVetPractice software. Coordinated with development and client training to provide up to date and cohesive support for new setup, daily support and product updates. Provided case management on an individual basis, as well as assisted other support personnel to resolve issues quickly and efficiently. Mentored new employees with process flow as well as case management to resolution.

Provided on-line chat as well as phone support to over 2000 customers for the cloud based eVetPractice software. Coordinated with development and client training to provide up to date and cohesive support for new setup, daily support and product updates. Provided case management on an individual basis, as well as assisted other support personnel to resolve issues quickly and efficiently. Mentored new employees with process flow as well as case management to resolution.

Provide support via chat, email and phone to the over 900 customers using the Evetpractice Veterinary Practice Management cloud based application.

Greater Atlanta Area

Provided support and service to customers as well as the sales team in the Emcien suite of virtual machine and cloud based data analytics products.Performed data transformation of customer and prospect data using Excel, MYSQL, and Talend ETL Data Integration Tool.Worked with customers during product implementation to make sure milestones are met, and project is kept on schedule. Assisted on post implementation projects to improve internal workflow processes and better utilize the capability of the application. Worked with the sales team and customer prospects on proof of concept environments.Provided product training and demonstrations to reselling partners as needed to their prospects and personnel. Created support issues for customers and provide them with regular status updates. Duplicated issues as reported by customers to provide engineering with steps to recreate.Tested new release versions of the applications.Provided application training for end-users as well as system administrators. Created user guides, System Administrator documentation, and on-line Help files.

Conyers, Ga

As part of a team of 17 analysts, provide support to over 450 customers for the ImageRight suite of products with the ultimate result of raving fans. As a primary support representative to 50 customers, be their main point of contact for updates on open issues, defects and enhancements. Prioritize customer issues based on impact to their business and provide workarounds as needed. Respond to incoming phone calls, emails, live chat, and customer created on line cases. Maintain all case updates via an in house tracking system and keep customer updated via phone or email on the status of their issue. Assist other team members by reviewing cases one on one or in a group setting. Work with senior support specialists and development to resolve issues that cannot be immediately corrected. Provide development with the detailed steps needed to duplicate issues. Increase knowledge of the latest product versions through the use of in house training and test environments. Create and maintain an online knowledge base of articles for customer use. Provide after hours support during on call basis or special requests.

Atlanta, Ga

Responsible for customer service of 1st level customer support, 2nd level technical support, and Invoice Exception team. Created a call center to provide 1st level customer service for 3 product divisions. Migrated the Technical Support staff to a single CRM software program to provide better customer service and internal reporting. Configured Norstar ACD for call routing and after hours support. Improved monthly revenue reporting which reduced the process time by fifty percent. Worked with development to create a process automation program that increased productivity of the Invoice Exception process. Ensured customer services levels were met by reviewing metrics and working with vendors on process improvements.

Atlanta, Ga

Proposed, crafted, delivered and executed on scope of work, engagement and status reporting documentations resulting in milestones that were clear and achievable. Provided customers and vendors with regular status updates, and review key milestones achieved.Managed software implementation projects by providing pre-sales, project scope development, software installation, training, and follow-up services resulting in higher customer satisfaction. Resolved product issues by working with Development staff to provide timely solutions to the customer. Handled special projects to include customizing software to clients’ specifications by working with development, conduct customer training visits, and test final changes on the conversion and migration of the solution. Provided mentoring assistance to junior team members to assist them with complex problems and speed time to market for their services. Utilized knowledge of MS SQL 7.0 to tune database performance and system data transfer to maximize solution value to the client.

Atlanta Ga

Responsible for first level telephone support for CES Payroll processing districts and other CES production partners in a mission critical environment. Escalated support incidents to Development as needed and provided updates to senior management. Tracked support incidents using Tivoli Problem Management software in order to build a knowledge base. Provided support for internal customers through the use of personal knowledge of Signature Payroll Operations, productivity tools, and second level support.

Rochester Ny

Lead operator supporting Computer Operations and facilitator of year-end and W2 preparation and production in an IBM VSE/ESA environment. Tax Filing Coordinator responsible for verifying daily and quarterly customer transactions via direct communication with Ceridian Tax Service. Maintained and supported a 35-user Novell 3.12 Token Ring network. Provided user training for all employees on a regular and one-on-one basis.