Erik Sanders Wayne Email & Phone Number

Cincinnati, Ohio, United States

Cincinnati, Ohio, United States

-Respond to reported support issues in a timely manner via Genesys' Case Management tool (Salesforce.com / PagerDuty)-Collect logs related to customer affecting issues and investigate for possible root cause-Resolve support issues through investigation, replication, and troubleshooting -Participate in internal and customer facing calls related to support issues-Interact directly with customers to obtain additional information or to provide status updates or resolutions-Interact with various internal teams – R&D, QA, Technical Publications,Technical Account Management, Genesys Platform Operations to resolve support issues-Organize and lead conference calls during customer-affecting service interruptions-Knowledgeable on Genesys products through training and hands-on experience-Identify improvements to process and seek ways to improve customer satisfaction-Update Knowledge Base upon resolution of a support issue to document the solution for future reference-Ensure Service Level Targets for Case Response and Resolution times are met-Participate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours.-Attend, and eventually deliver, training courses to sustain/enhance product knowledge

Cincinnati, Ohio, United States

- Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets.- Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems.- Recognized for ability to communicate with customers, providing exceptional service.- Active Directory experience in creating/modifying user accounts, security groups, and distribution list.- Provide training to users on applications and our equipment.- Expert in remote and on-site consultation within an IT environment.- Located root causes of technical errors and implemented prompt solutions.-Implemented and rolled out new kiosk system for our 120 locations across the country.- Implemented new policies and procedures that significantly expedited check-in and repair procedures.- Training new IT helpdesk specialists on all systems and protocols.- Re-locating and re-installing equipment including peripherals and network connectivity.- Currently in charge of Windows 10 upgrade of more than 500+ computers across the country and managing the purchase and deployment of equipment for upgrade.- Experience managing, troubleshooting and using Cisco Meraki switches and Cisco Mx Routers.

Cincinnati, Ohio, United States

-Provided general hardware/software technical assistance to customers on inbound telephone support calls-Troubleshoot hardware/software/network problems through remote computer access-Document, record, process, and close incidents/service requests according to process specifications-Communicate with users to understand issues and recommend known solutions-Forward incidents which cannot be resolved by the IT service desk to the recommended specialist -Initiate escalations when first line technical support cannot appropriate resolve issues- Work with a team of diverse individuals to collaboratively provide technical assistance- Train new employees on all first line technical procedures within the service desk agent’s role- Process and resolve all calls from the Spanish queue within current role-Operate/ troubleshoot Windows Client (Windows XP, 7 and 8),Microsoft Office (2007/2010),Microsoft Outlook (2007/2010/2016),Internet Explorer, Windows Active Directory and domain concept, PC hardware and mobile devices (e.g.Apple/Android products)-Monitor and administer IT system recommendations for hardware/software upgrades -Recommend technical guidance and solutions to clients’ computer hardware/software issues-Resolve basic TCP/IP network issues-Perform password resets and communicate basic navigation knowledge for clients-Communicate effectively with the team, corporate customers and all levels of management

Cincinnati, Ohio, United States

-Medical interpreting translating Spanish to English-Provide customer service and hospitality to non-native English speaking patients-Verbally translate documents and conversations between patients and medical care provider-Provide translation services to several local hospitals on site-Broker cultural exchange between clients

Madrid, Community Of Madrid, Spain

-Interpret English/Spanish and translate to Spanish/English-Assess customer needs to recommend English courses for Spanish natives (fluency, business, etc.)-Design and prepare syllabuses for English courses tailored to Spanish customers’ needs-Train groups of up to 10 clients in English-Provide one on one English training to executives and management in Spanish firms-Prepare official exams and provide certification of competency (TOEIC, TOEFL, etc.)-Determine English proficiency according to internationally recognized testing scale-Interprete English and translate to Spanish for clients (official meetings, teleconferences, etc.)

Madrid, Community Of Madrid, Spain

-Assess customer needs then recommend course of action for repair-Troubleshoot computer software and hardware issues then recommend repair options-Maintain network connection and manage associated hardware-Install/upgrade PC components (software and hardware)-Performing preventive maintenance on PC equipment, including software patch installation. -Led and supervised the IT support team (4 staff) responsible-Train support staff on computer repair operations-Custom build PCs tailored to customers’ needs-Execute business operations such as maintaining inventory and financial transactions-Provide support in bilingual/multicultural setting

Madrid, Community Of Madrid, Spain

-Prepare and administer EFL curriculum for 200+ students-Supervise team of 20 EFL instructors-Design EFL courses for 10 month program-Evaluate program/instructors progressively during courses-Interpret and provide translation from English to Spanish during meetings/teleconferences

Salamanca, Castilla And Leon, Spain

-Provide customer service in front desk and telephone support to Spanish and English customers-Prepare weekly business assessment reports -Cooperate with team to provide online customer requests and reservations in both Spanish and English -Train junior receptionists in customer service and data entry operations-Engaged in customer satisfaction and hospitality services for English and Spanish tourists