Craig Bourne Email & Phone Number

• Created and maintained queries for pulling data used for reporting. Built SSIS packages to move data to database tables or Excel spreadsheets and set up SQL jobs to automatically run SSIS packages. Built and updated.
• Developed and automated query to verify weekly data was available for work being done by outsource team, reducing amount of time for outsource team to complete work and preventing delay of reports.
• Developed and automated translation job query to combine two separate queries that were being run manually each day, reducing time spent on procedure by 75%
• Designed and automated SQL query to replace query being run in Access, improving speed of query and eliminating time spent each week on Automated Response report.
• Trained outsource team members to run and set up weekly reports, freeing up time for metrics team to focus on new reports and requested ad-hoc reports.

• Maintained Automated response program by monitoring accuracy of program’s ability to identify issues, establishing rules that governed when responses were sent to customers, and entering training clips and written.
• Programmed category performance report to automatically pull metics data from AR report reducing amount of time required to build performance report and increased use of report by AR team.
• Created a detailed AR report, breaking out data by line of business and by category and presenting the data in pivot tables. Changes made by AR team from issues found in report resulted in a 6% improvement of overall.
• Designed and automated SQL query to replace Access query that pulled incoming emails into AR tool, eliminating time spent each day to run process.

• Analyzed incoming emails to identify issues that AR could be trained to recognize. Collected and formatted sample clips to use for training AR engine. Wrote responses to address issues identified by AR.
• Developed and maintained Customer Service side of Automated Response, increasing number of customer service e-mails answered from 10% to 35% with an 80% resolve rate.
• Identified issue regarding a customer whose order was cancelled due to identification by Export Compliance process. Notified management to get issue resolved, preventing widespread negative publicity to company.
• Discovered issue with an AR category and divided category into multiple categories, increasing AR engine’s ability to identify the categories and improved AR team’s knowledge of how to establish new categories.
• Developed report in AR tool showing e-mails sent to Customer Service department that received a technical support AR response, improving AR team’s to refine AR engine’s training.

Answered questions and assisted customers in resolving problems with accounts, order status, payments, invoices, rebates, and returns. Directed customers to correct department to receive the support they need. Documented problems and resolutions in support database.

Provided phone technical support of notebook systems, peripherals, and software. Answered questions about installation, operation, configuration, customization and usage of products. Applied diagnostic techniques to identify problems and provide solutions. Documented problems and resolutions in support database.

Provided phone/in-store/on-site technical support of desktops, notebooks, peripherals, and software. Built, installed, and serviced customer systems and networks. Created quotes for new system and service orders. Ordered parts needed for service and to fulfill orders.

Provided phone/in-store/on-site technical support of desktops, notebooks, peripherals, and software. Built, installed, and serviced customer systems and networks.