Brian Bastante Email & Phone Number

Parsippany-Troy Hills, Nj, Us

New Jersey, United States

● Evaluate and resolve technical support requests according to set procedures.● Provide users with insightful, compassionate, and timely resolutions to their inquiries while maintaining a positive, professional, and friendly attitude that fosters long-term relationships.● Collaborate with Customer Success, Product, and Engineering to drive support inquiries to completion.● Identify repeat support issues and recommend improvements to the product to alleviate the support burden.● Provide recommendations to continuously improve support processes.● Work on reviewing and updating Northpass Knowledge Base articles.

I was a point of contact for Clients with the ADP enhanced time product and time clocks taking inbound calls. I evaluated their needs and offered resolutions by analyzing the clients issues and effectively trouble shooting and developing workarounds. I used our knowledge management database to locate known solutions. • 90% of time client issues were resolved on initial call.• Supported and installed upgrades and assisted in all technical problems for the ADP supported products.• Maintained appropriate records of client contact through the CRM system ensuring case notes thoroughly detailed the problem and resolution. They were comprehensive of the issue and professional to better support any follow up.• I gathered client database and environment variables and recreated client scenarios in a PC Lab environment in an effort to resolve complex database issues.• I assisted in new product pilots and roll outs to other departments and clients, acting as a liaison between them to ensure high impact problems were resolved in a timely and satisfactory manner.• I provided technical support to all levels of Service Support Specialists regarding the resolution of product and client issues, consistently exceeding client needs.

I was the point of contact for clients with the ADP essential time product and time clocks taking inbound calls. I evaluated their needs and provided resolutions over 90% of time on initial call. I provided technical support to internal associates and/or clients regarding the resolution of product hardware, software and operating system issues via desk side, phone, or remote access for all supported applications or products.• I was responsible for advanced configuration requests from clients by conducting an in-depth analysis of the requirements and determines the appropriate course of action to fit the needs of the client.• I accessed payroll systems to help troubleshoot payroll processing or integration issues and advised clients.

I managed and ran 3 different Radio Shack retail stores moving up each time to a higher volume store. I was responsible for recruiting, training and coaching a sales team of 2 to 7 employees to ensure the store hit its sales goals. • I broke store goals down to sales goals for my sales associates. Reviewed weekly target goals and managed month-end reviews of sales performance.• My Responsibilities included processing daily receivables and managing inventory control, applying store display designs, balancing accounts at opening and close of each day and week. I also managed all customer issues.• I was responsible for managing inventory assessment and any inventory issues.

I was responsible for assisting customers with their needs when they came into the store and finding solutions for them. I consistently exceeded my sales goals and provided outstanding customer service.