Ian Held Email & Phone Number

Madison, Wisconsin, United States

• Establish and maintain superior relationships with team members in Sales, Professional Services, and Internal Technical Support; communicate timely, thoroughly, and professionally.
• Troubleshooting various issues ranging from client's ERP/SAP systems, Order Management & Accounts Receivable software, data management, FTP/SFTP issues, SSO issues, OCR engines, and some code adjustments using.
• Escalate issues that can't be solved locally to International Technical Support (ITS); track and monitor referred cases to make sure that customer issues are resolved; contribute to the resolution of referred cases.
• Track repetitive issues and communicate them to product management as future enhancements and make enhancement recommendations.
• Work closely with internal teams to break down barriers and maintain good communication; engage in cross-team problem solving; look for opportunities to support peers and strengthen internal relationships.
• Facilitate improvements that make team processes more efficient and accurate; diffuse stressful situations by helping colleagues with the most difficult cases.

Rice Lake, Wisconsin, United States

• I've had the pleasure of interning at Tice Technology during my fourth semester at WITC. There I met many talented individuals who gave me a glimpse into the real-world environment of information technology and the.
• Utilizing work efficiency to fully assist clients in a timely fashion
• Troubleshooting hardware issues from Windows Servers to laptops and personal computers
• Travelling on-site to fully understand customer needs and working closely to provide quality customer service