Dale Anders Email & Phone Number

Columbus, Ohio Area

• Work primarily as a system monitor. • Maintain responsibility for the health of the system by interpreting and analyzing real-time data through the execution of scripts and other various system checks. • Maintain a deep and thorough understanding of the in-house payments processing system, the fundamental business processes that drive it, and the underlying data. • Posses a keen intuition, a strong attention to details, and the ability to recognize trends. • Function… Show more • Work primarily as a system monitor. • Maintain responsibility for the health of the system by interpreting and analyzing real-time data through the execution of scripts and other various system checks. • Maintain a deep and thorough understanding of the in-house payments processing system, the fundamental business processes that drive it, and the underlying data. • Posses a keen intuition, a strong attention to details, and the ability to recognize trends. • Function as a critical piece of the escalation support chain. • Aid in the resolution of Help Desk tickets covering both in-house and 3rd party software, systems administration tasks, and hardware support. • Maintain a working knowledge in the following technologies/competencies; Microsoft SQL Server Management Studio, Microsoft Active Directory, installation of peripheral devices, Visual Studio, batch processing, and installing/uninstalling software.• Possess basic fundamentals of networking and connectivity. • Maintain strong technical communication skills. • Posses strong troubleshooting skills with an aptitude for problem solving during the diagnosis of application and infrastructure outages.• Posses strength in the following characteristics; attention to detail, desire to help, and ability to learn quickly on the fly. • Posses the ability to work independently and diligently given a set of parameters and expected results. • Posses experience in the following competencies; Microsoft SQL Scripting, Microsoft Web Services, Amazon Web Services (AWS), Cloud computing concepts, and familiarity in and around Microsoft based technologies and architectures. Show less

Marysville, Oh

• Escalate, track, verify, provide, and re-verify post-delivery fixes as well as ensure that every client receives a timely update for any of their reported issues.• Engage in technical investigation of bug reports to engineering and provide resolution and implementation once the issue has been resolved.• Assist new customers with how to install our hardware and software, while also assisting with the removal of old hardware decommissions.• Focus on achieving the highest level of… Show more • Escalate, track, verify, provide, and re-verify post-delivery fixes as well as ensure that every client receives a timely update for any of their reported issues.• Engage in technical investigation of bug reports to engineering and provide resolution and implementation once the issue has been resolved.• Assist new customers with how to install our hardware and software, while also assisting with the removal of old hardware decommissions.• Focus on achieving the highest level of customer service.• Use logging tools (ADB) to review application logs to help diagnose and troubleshoot.• Responsible for administrative tasks to keep business and operations running smoothly.• Respond as a higher level triage to all customer reported issues.• Phone, email and other channel customer support.• Replicate and document reported issues.• Engage in root cause analysis exploration and documentation for reported issues.• Build and deliver support metrics reports to internal business partners.• Flexible working hours in support of customer needs, including weekends and evenings.• Use of independent thinking and problem solving skills to troubleshoot complex technical issues.• Excellent organizational abilities and attention to detail.• Ability to deliver thoughtful, quality work in a fast-paced environment.• Strong written, verbal and interpersonal communication skills.• Good judgement, initiative, strong work ethic and dependability.• Technical ability with IOS/Android operating systems.• Ability to understand and convey technical details of the product to customers.• A proven interest in technology.• Periodic travel. Show less

Columbus, Ohio Area

• Coordinate deployment and upgrades of inContact WFO and WFMv2 product suites.• Demonstrate expertise of product architecture and application suite.• Work as part of a team responsible for installation, monitoring, and maintenance of solutions.• Provide telephone support for application users.• Assure resolution of issues reported by customer and project team while utilizing hands-on troubleshooting and established issue escalation procedures as required.• Function as a… Show more • Coordinate deployment and upgrades of inContact WFO and WFMv2 product suites.• Demonstrate expertise of product architecture and application suite.• Work as part of a team responsible for installation, monitoring, and maintenance of solutions.• Provide telephone support for application users.• Assure resolution of issues reported by customer and project team while utilizing hands-on troubleshooting and established issue escalation procedures as required.• Function as a technical expert to others, assisting in issue resolution.• Complete tasks necessary for delivery of solutions,ensuring readiness of all project areas prior to customer hand-off.• Perform without supervision while utilizing independent judgment. Show less

Columbus, Ohio Area

• Provided Windows OS, hardware, virtualization, and basic network troubleshooting and support.• Routinely monitored ticketing system and processing tickets according to policies.• Facilitated the installation and upgrades of software applications.• Provided telephone support for on-site and remote users.• Deployed new PC systems and completed check-out/check-in forms.• Troubleshot and configured conference room equipment (projectors, switches, etc.).• Configured access… Show more • Provided Windows OS, hardware, virtualization, and basic network troubleshooting and support.• Routinely monitored ticketing system and processing tickets according to policies.• Facilitated the installation and upgrades of software applications.• Provided telephone support for on-site and remote users.• Deployed new PC systems and completed check-out/check-in forms.• Troubleshot and configured conference room equipment (projectors, switches, etc.).• Configured access to Sharepoint, Webex, Salesforce, etc..• Completed trouble tickets for all methods of contact.• Created accounts in Active Directory. Show less

Ashville, Oh

• Maintained WAN/LAN connectivity across 7 geographically dispersed buildings.• Answered, logged and troubleshot incoming help desk calls from over 400 users while working with users on the telephone to isolate/resolve problems with the equipment at a user's location while providing the highest level of support.• Maintained and supported over 1,000 computing devices such as PCs, laptops, Chromebooks, etc. and components such as switches, wireless access points, routers, etc.•… Show more • Maintained WAN/LAN connectivity across 7 geographically dispersed buildings.• Answered, logged and troubleshot incoming help desk calls from over 400 users while working with users on the telephone to isolate/resolve problems with the equipment at a user's location while providing the highest level of support.• Maintained and supported over 1,000 computing devices such as PCs, laptops, Chromebooks, etc. and components such as switches, wireless access points, routers, etc.• Routinely monitored system databases to process tickets according to policies.• Maintained district intranet and Internet sites, custom programming, and PC images. Show less

• Assisted and supported data technicians I, II by handling difficult/escalated calls, as well as taking calls that were beyond their capabilities, while exercising both patience and professionalism. • Provisioned network elements and complied with all company standards and processes.• Acted as the first point of contact for work-related employee questions, concerns, and suggestions. Escalated issues and concerns as needed (with examples) to supervisors.• Documented contacts and… Show more • Assisted and supported data technicians I, II by handling difficult/escalated calls, as well as taking calls that were beyond their capabilities, while exercising both patience and professionalism. • Provisioned network elements and complied with all company standards and processes.• Acted as the first point of contact for work-related employee questions, concerns, and suggestions. Escalated issues and concerns as needed (with examples) to supervisors.• Documented contacts and customer records appropriately.• Routinely monitored system databases to process tickets according to policies.• Ensured that department and company objectives were met and that procedures and policies were followed. Worked with supervisors on outstanding and recurring issues and ensured that employees were trained to meet requirements of the job while notifying the supervisors of any issues or concerns. Verified accuracy of M & P’s and updated as needed.• Responsible for outage board/IVR notification and provided subject matter expert representation when necessary.• Provided level four escalations and process support for Help Desk Technician I, II & III.• Received, troubleshot, analyzed, routed and/or eliminated customer and company reported trouble while providing internal customers vendors, and external customers a positive quality experience. This included managing major outage notification and IVR announcements and system outage communication. • Entered, troubleshot, updated and routed trouble tickets for residential Internet support customers. • Provided 24 x 7 coverage for the team in a self-directed environment.• Provided as needed support for call center needs such as training and coaching Show less

Syracuse, New York Area

• Answered incoming calls from customers with order inquiry and/or trouble reports.• Provided fiber to home activation support.• Analyzed and isolated trouble conditions.• Initiated service order corrections and changes.• Demonstrated understanding of PC components and functionality, the ability to work with customers on the telephone and to isolate/resolve problems with the equipment at a customer location.• Provided the highest level of support and satisfaction to current… Show more • Answered incoming calls from customers with order inquiry and/or trouble reports.• Provided fiber to home activation support.• Analyzed and isolated trouble conditions.• Initiated service order corrections and changes.• Demonstrated understanding of PC components and functionality, the ability to work with customers on the telephone and to isolate/resolve problems with the equipment at a customer location.• Provided the highest level of support and satisfaction to current and potential customers, as well as fellow employees both internal and external. Show less