Creston Heltzel Email & Phone Number

Cleveland, Oh, Us

Cleveland, Oh, Us

Milwaukee, Wi, Us

Responsible for the support and maintenance of network and server infrastructure and security across the Harley-Davidson dealer network, as well as on-call support for Harley-Davidson's TALON Dealer Management System.

Fort Wayne, In, Us

• Proactively grew my client base by 15-20% monthly, gaining over 4000 customers in less than 6 months through effective prospecting, managing customer sales, and building a referral network for new business.• Managed customer expectations through supply chain disruptions, ensuring timely shipping and delivery of equipment, resulting in improved customer satisfaction and retention.• Elevated customer satisfaction through high-touch support, attaining a Net Promoter Score (NPS) of over 90, enhancing customer retention and loyalty.• Provided top-notch guidance to 4000+ customers, including production company and recording studio owners, leading to improved customer loyalty and retention.• Engaged in twice-weekly meetings with vendors and internal stakeholders, leading to a significant increase in product knowledge and improvements in system navigation.• Achieved vendor specific certification for the sale of high-end live and studio recording consoles. Provided instruction on system integration, improving customer experience and product utilization.

Westlake, Oh, Us

• Collaborated with supporting teams to troubleshoot complex issues, resulting in improved performance and reliability of existing business processes. • Partnered with Solution Specialists to uncover feature requests to include in the implementation of new deployment methods using DevOps tools such as Octopus and Ansible.• Led cross-functional Agile teams to streamline change management and deployment, enabling migration of privately hosted solutions to AWS Regions, reducing deployment time.• Verified the functionality and performance of Hyland products within AWS environments using QA and testing new deployment processes, reporting software bugs, and testing communication protocols.• Leveraged Agile workflows and methodologies to manage multiple projects and streams of work at one time.

Westlake, Oh, Us

• Migrated existing 'On Premises' OnBase customers to cloud environments, fostering collaboration across disciplines and ensuring a smooth transition for the customer base.• Enhanced functionality for end users by integrating Epic HL7 and ESRI ArcGIS into Hyland web applications, improving access and security by integrating SSO protocols such as Okta.• Worked closely with Networking, Data Services, and Database Engineers to ensure seamless pre-release deployments, resulting in a reduction in post-release troubleshooting efforts.• Assisted in remediating 100% of issues detected during Quality Assurance checks, ensuring a smooth deployment process for customers on-boarding to the Hyland Cloud.• Stayed abreast of an ever changing product landscape, ensuring smooth transitions and minimizing customer impact during OnBase software updates.• Streamlined and updated relevant documentation in response to evolving requirements, ensuring smooth deployment processes.• Guided and supported new team members in transitioning to a Cloud Solution Specialist role, resulting in a reduction in onboarding time and increased team productivity.

• Improved dealer server uptime through remote support and health monitoring, resulting in uninterrupted business operations.• Deployed, managed, and maintained 400+ Fortinet network appliances, creating improved communication and security across distributed networks and integrating with existing network infrastructure.• Responded to emergency on-call support requests from in-network dealers, ensuring a 100% response rate and minimizing downtime for critical systems.• Leveraged verbal communication skills to coordinate with on-site staff for hardware swaps and installations, reducing resolution time and increasing customer satisfaction.• Obtained Fortinet's Network Security Expert 3 Certification and took a high-touch approach to support, resulting in a an increase in customer issue resolution rate.

• Ensured quality of service across all areas of business, resulting in an improvement in customer retention and satisfaction.• Resolved customer-initiated interactions such as phone calls and emails with a high-touch approach, resulting in an increase in customer satisfaction.• Led interactive training sessions for multiple software platforms, contributing to a reduction in customer support response time and increased customer retention.• Revamped internal systems for managing client requests, leading to a 25% improvement in process efficiency and expanded service offerings.

Richfield, Minnesota, Us

• Documented and repaired hardware and software issues with a high accuracy rate, improving overall customer experience and trust in the Geek Squad team.• Engaged in continuous training for in-store systems and Microsoft product offerings, resulting in enhanced technical expertise and more efficient customer support.• Delivered personalized product guidance, leading to a boost in customer retention and loyalty.

Cupertino, California, Us

• Demonstrated exceptional communication skills and empathy, resulting in an increase in positive customer feedback and satisfaction ratings as measured by NPS (Net Promoter Score).• Led a team of specialists to conduct in-store workshops on Apple products, resulting in an increase in customer engagement and additional product sales.• Regularly took over One-to-One training sessions for Apple Creatives, ensuring seamless support for customers and maintaining high standards of service.• Supported the Genius Bar team in diagnosing and repairing customer devices, resulting in a reduction in turnaround time and an improved customer experience.

Us

• Engineered and developed two advanced recording studios in separate global hubs, amplifying the company's technical prowess and extending its global footprint.• Oversaw the operations of a recording facility, optimizing booking processes and musician hiring, resulting in an increase in customer satisfaction and repeat business• Integrated modern Digital Audio Workstations with vintage recoding consoles and outboard equipment.• Contributed to seamless operations by repairing all computer based and analog recording equipment, ensuring 100% uptime and uninterrupted customer support.

Technical Degree, Audio Engineering

Education record