Dwayne Frelot Email & Phone Number

Remote

*Manage the intake of customer-reported ECR issues, performing remote problem resolution of customer complaints according to established standard operating procedures.*Review customer-submitted complaints to ensure the accuracy of reported issues and redirect support requests to appropriate teams.*Improve the accuracy and quality of products and services by evaluating feedback and change requests from QA and program management teams.*Ensure that all Protected Health Information (PHI) and Personally Identifiable Information (PII) data is managed and communicated according to company and regulatory requirements.

Fargo, North Dakota Area

*Performed comprehensive customer service and support, ensuring high-quality customer experiences while assisting customers to diagnose and resolve reported issues with products and services.*Assisted in the development of operational goals, standards, and procedures of customer support operations, driving the consistent, ongoing achievement of customer service deliverables.*Developed and delivered daily, weekly, and monthly reports to provide strategic insights into the performance of customer support teams.*Identified and capitalized on opportunities to improve the quality of efforts to manage and complete reported customer support cases.

Fargo, North Dakota Area

*Resolved reported issues with network communications, software, and user account management; performed system and user administration support, performing IT enterprise system moves, adds, and changes, as well as user account management.*Documented and tracked reported technical support cases to properly monitor the progress of technical support efforts, while also providing a knowledgebase for future support efforts. *Collaborated with banking software vendors during technical support and software modification initiatives, maintain the functionality and availability of enterprise applications.

Fargo, North Dakota Area

*Coordinated technical support of Microsoft Dynamics 365 and Office 365 user accounts, completing all support requests according to service-level agreements.*Collaborated with IT teams, vendors, and users throughout all reported support case management efforts, unifying multiple teams to ensure the timely completion of customer support activities.

Fargo, North Dakota Area

*Performed Active Directory group policy administration via SCCM, and also serviced on-network security scanning and call recording platforms; utilized a Manage Engine ticketing system to field, track, and close customer-reported technical support cases.*Performed asset management of IT hardware inventories, including hard drives, thin clients, input devices, and all other user equipment.

Fargo, North Dakota Area

*Provided support to customers requiring assistance in managing medical flexible spending accounts, helping customers with technical issues such as site navigation and account password resets.*Conducted personable, professional customer service to ensure quality customer experiences according to company directives and best practices.

Fargo, North Dakota Area

★ Supported customers with their personal accounts while resolving their issues.★ Responded to customer inquiries regarding product sale, service, and availability.★ Ensured delivery of exceptional customer service and resolution of all customer issues in a timely manner.

Fargo, North Dakota Area

*Coordinated customer service and sales support of Microsoft products and services, engaging internal and external teams to ensure high levels of business engagement and customer satisfaction.*Communicated with military customers to raise awareness of Microsoft products and events, helping to evangelize Microsoft technologies to major customer stakeholders.

Information Technology

Computer Science

Diploma