Derek Dewolf Email & Phone Number

Ithaca, New York, United States

•Respond to customer inquiries and assist in troubleshooting and resolving challenges•Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved•Take ownership of customer issues reported and see problems through to resolution•Research, diagnose, troubleshoot and identify solutions to resolve customer issues•Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams•Provide prompt and accurate feedback to customers•Ensure proper recording and closure of all issues•Prepare accurate and timely reports•Document knowledge in the form of knowledge base tech notes and articles

Ithaca, New York, United States

•Design test plans, scenarios, scripts, or procedures.•Document software defects, using a bug tracking system, and report defects to software developers.•Identify, analyze, and document problems with program function, output, online screen, or content.•Monitor bug resolution efforts and track successes.•Create or maintain databases of known test defects.•Install, maintain, or use software testing programs.•Install and configure recreations of software production environments to allow testing of software performance.•Investigate customer problems referred by technical support.

Ithaca, New York

The primary focus of this position is to provide technical pre- and post-sales support for new and existing TransAct Food Safety customers and prospective customers. Technical “go to” person for the sales team and our customers. Using a consultative approach, the goal is to gather customer requirements and develop the necessary application and design inputs for a successful corporate-level evaluation, test-store phase and finally full-scale, roll-out of the AccuDate Products.Responsibilities:• Assist the sales force in the presentation of the AccuDate solutions to prospective customers.• Understand and help the sales team define customer needs and requests as they relate to product requirements and changes• Assist prospective customers with the setup and installation of evaluation units; as well as properly documenting and providing instructions to the end-user as needed• Work with Sales and Technical Support to resolve customer issues involving the AccuDate Solution.• Work with key customers to make the adoption of our technology as seamless and as easy as possible. • Make customer visits when requested by sales to ensure our products are working correctly• Train and update the technical support team to ensure we have the most accurate customer resolutions in our Knowledge Base• Personally engage with customers and accounts to establish relationships• Develop, improve, and maintain the Technical Sales Engineer organization and processes to successfully meet and exceed performance and sales goals• Understand and communicate technical issues and/or enhancement requests from customers back to technical support and R&D• Perform strategic win/loss analysis to optimize sales execution and drive product improvements• Promote solution selling versus product selling• Improve customer experience by streamlining the sharing of information with the Customer Success Engineers and Sales Support

Ithaca, New York

• Provide effective technical pre-sales support and implementation to prospective and existing Transact Oil & Gas sales opportunities and customers. •Generate business for the company by encouraging the integration of TransAct solutions by new customers. •Troubleshoot complex client issues both in-person and remotely.• Develop technical relationships with end users in order to best translate specific customer / lead requirements into detailed implementation and/or development needs. • Prepare and present demonstrations of TransAct’s products for use by the Sales department at trade shows and customer sites. • Install and configure product in the field. Troubleshoot and resolve product issues as identified by the customer.• Regularly travel to end user sites to provide technical and sales support, including quarterly visits to customers in Houston, Oklahoma City, and Lafayette. Also traveled to Canon International Headquarters in Tokyo, Japan in October 2012 to receive training on an Oil & Gas printer that our company had acquired, which is built by Canon in Tokyo.

Ithaca, New York

• Responsible for providing technical support to TransAct’s customers and company customer service personnel for assessing and responding to all situations where standard procedures have failed in isolating or fixing problems. • Provide Technical Support for several printers across several different markets. Printers consist of Banking, Gaming and Lottery, Point of Sale, Food Safety, Oil & Gas, Medical, and Mobile printers.• Responsible for providing technical product support on all company products by regularly interfacing with contacts internal and external to the Ithaca Facility. This support includes dealing with system developers, integrators, and end users. If issues cannot be resolved by telephone, email or fax, visiting customer sites to resolve the problem is possible.• Develop technical relationships with end users in order to best translate specific customer / lead requirements into detailed implementation and/or development needs.

Clarion, Pa

• Assisted students with technical questions and problems.• Managed over 30 computers and printer.• Supported Microsoft Office, Internet Explorer, and a variety of freeware and trial software.

Bachelor Of Science (Bs), Information Systems

High School Diploma, Mathematics And Computer Science