Eric Schaumburg Email and Phone Number

Taking incoming calls and providing customers with information and appropriate responses. Analyzing information and diagnosing causes of problem and offering solutions for resolution. Utilizing knowledge based materials to provide solutions. Provide coaching to junior staff members on improving performance. Collaborating with internal resources to resolve more complex issues. Provide reporting for internal and client use.

Served as primary liaison between ADP VirtualEdge (Applicant Tracking System) and up to 20 clients across US and Canada. Provided basic technical application support to diverse client base, as well as researching and solving complex questions on function and usage of product.HIGHLIGHTED ACHIEVEMENTS:• Resolved client questions or problems regarding configurations and setup, product functionality, defects, and enhancements, leveraging internal coordination and communication.… Show more Served as primary liaison between ADP VirtualEdge (Applicant Tracking System) and up to 20 clients across US and Canada. Provided basic technical application support to diverse client base, as well as researching and solving complex questions on function and usage of product.HIGHLIGHTED ACHIEVEMENTS:• Resolved client questions or problems regarding configurations and setup, product functionality, defects, and enhancements, leveraging internal coordination and communication. Documented client issues, researched databases for prior issues and resolutions, reproduced client issues and developed methods that solved issues in a timely manner. • Performed additional duties of account management, proactively managing client relationships, communicating and informing clients of software releases, upcoming meetings, and served as liaison with development regarding any defects or contract issues with management.• Promoted and maintained high-quality, professional, service-oriented company image among users through proactive response times for elevated issues in which product was inoperable, as well as facilitating technical expertise to client inquiries and day-to-day product use. Show less

Principal Client – Merck & Co, North Wales, PA. Provided direct support to 8000 internal and field sales customers nationwide with issues concerning information technology, including sales specific software and MS office products. HIGHLIGHTED ACHIEVEMENTS:• Performed as Product Specialist/Subject Matter Expert for PeopleInfo, internal web-based HR application created by PeopleSoft. Provided additional support to Help Desk Analyst team, resolving PeopleInfo escalated issues… Show more Principal Client – Merck & Co, North Wales, PA. Provided direct support to 8000 internal and field sales customers nationwide with issues concerning information technology, including sales specific software and MS office products. HIGHLIGHTED ACHIEVEMENTS:• Performed as Product Specialist/Subject Matter Expert for PeopleInfo, internal web-based HR application created by PeopleSoft. Provided additional support to Help Desk Analyst team, resolving PeopleInfo escalated issues. • Trained new help desk staff in use of PeopleInfo applications. Facilitated training programs through group and individual training, providing detailed information on application and steps to troubleshoot majority of issues.• Received Multiple Customer Service Awards for volume of calls, and customer satisfaction. Show less

Principal Client – McNeil Consumer Products, Fort Washington, PA. Provided software and hardware solutions to Enterprise, Sales and SAP Customers. • Provided follow up with various software support team members, resolving any support issues not closed by Help Desk, as well as Deskside support team tickets.