Jonathan Davison Email & Phone Number

Peoria, Illinois, United States

I support Product Link hardware and the subscription sites and services that utilize data reported by Product Link devices i.e. RAM, VisionLink, My.Cat.Com, CAT App, and our API products.

Mossville, Il

I am a Service Engineer for Product Link telematics devices and UIs displaying their information (Product Link Web, VisionLink, Remote Asset Management). Being a Service Engineer means I own end to end support for the product - from its development, testing and implementation in the field, and resolution of problems reported by customers.· Support - I resolve tickets submitted by dealers into our Salesforce and Microsoft CRM ticket queues. I maintain SLA targets for resolution and customer satisfaction. I act as a mentor to new support staff and Dealers by providing guidance as they familiarize themselves with our product. I also act as the technical resource for our Training Team to assist in creating their curricula.· Technical Writing - I update our product documentation using raw data provided by our engineering group and ensure the information possesses the clarity needed for our dealers operating in the field. I research new documentation requests (such as the installation of our system on new machine types) by working with various product engineering groups and visiting field test locations to assess the accuracy of installation procedures.

Mossville, Il

I am the Service Engineer for Terrain for Grading & Loading.· CPI/NPI program management: This role required effective communication skills to and the ability to summarize technical concepts for easy comprehension, time management, organization skills to keep track of various sites running test builds of our software, and program management skills when I was tasked to run meetings.· Field Follow: I manage the three Field Follow sites operating in North America. I created a validation plan used at our three North American and by my coworker in three Australian Field Follow sites. I travel to our sites to act as a technical consultant during hardware and software installation. I hold weekly meetings with on-site personnel and run through feature validation with each subsequent software build released. I attempt to recreate all problems reported by site in a test lab I constructed and, if validated, are reported to our software engineers to address in the next software build. I am responsible for providing weekly updates to the NPI Program shareholders.· Support - I resolve tickets submitted by dealers into our Salesforce and Microsoft CRM ticket queues. I maintain SLA targets for resolution and customer satisfaction. I act as a mentor to new support staff and Dealers by providing guidance as they familiarize themselves with our product. I also act as the technical resource for our Training Team to assist in creating their curricula.· Technical Writing - I update our product documentation using raw data provided by our engineering group and ensure the information possesses the clarity needed for our dealers operating in the field. I research new documentation requests (such as the installation of our system on new machine types) by working with various product engineering groups and visiting field test locations to assess the accuracy of installation procedures.

Peoria, Il

· Customer Relationships - I was the direct contact for Dealers working with their customers and monitored the ticket queues in Saleforce for 21 mine sites. I organized weekly meeting with Dealers and their customers to assess their perception of the brand and communicate any updates on existing issues. I was responsible for maintaining positive client relationships in a fast paced environment by balancing between the role of brand advocate and technical resource.· Application Support - I was responsible for patching MineStar Fleet/Terrain software as it was released and monitoring its functionality. I was utilized as a resource to provide guidance to our customers to utilize the software to its full potential and maximize customer's perception of its value.· Research and Problem Management - For every problem reported, I either provided a resolution, documented the issue for review by the software engineers to implement a fix in the next release, or logged the impact to site and submitted a business case for a software feature request.· SQL/Oracle/Business Objects - Queried customer databases to resolve questions about report results and accurate data recording.· Server Management - During installations assessed server specs to ensure sites met software core requirements. Remotely inspected site servers to verify application stability and space conservation to ensure unhindered performance.· Knowledge Management - Within SalesForce edited existing solutions and created new documentation for use by team members by extracting information from service manuals.· Success Driven - Regularly exceeded performance metrics used to assess our group’s value and contribution to our division goals.· Business Generation - Through communicating with Dealers and their customers, I identified potential business opportunities and passed off those off to our company’s consulting team.

Peoria Il

· Hardware/Software Support - For external callers, provided on call support for externally accessible web applications. For internal callers, provided application/OS support remotely through VDI shadowing.· MS Exchange - Create new user accounts. Manage calendar permissions.· Active Directory - Managed security group access.· Knowledge Management - Built a knowledge database of common troubleshooting procedures and call responses for new team member training. · Wireless/MDM Troubleshooting - Create new user accounts. Troubleshoot device connectivity.· Metric Reports/Data Presentation - Created/edited reports using KQL script to output data on group performance.

Peoria, Illinois Area

· Teamcenter Engineering - Provided technical support for end users accessing the software in multiple environments (local installs, via Citrix, etc). Granted users access to secure data in accordance with security procedures. Performed data cleanup. Managed application servers both on and off shift.· Pro-E/Wildfire/Creo - Provided technical support for end users. Investigated errors in model composition. Installed/updated auxiliary software tools as new versions or patches were released.· Active Directory - Administered user LAN accounts access to our application servers.· Knowledge Management - Authored and published documentation using Web Content Management for end user problem resolution and internal team training.∙ Hardware Support - Our group provided printer and shop floor PC support in several nearby manufacturing facilities.

Peoria, Illinois Area

· Hardware/Application Support - Provided support for CAT employees, suppliers, and dealers on a wide range of hardware and software problems. Constantly learned and adapted to new processes and technologies while learning to communicate effectively with customers experiencing high stakes problems.· Success Driven - Consistently exceeded performance goals set with input from team leaders and measured by metrics evaluating my technical proficiency and customer service skills.· SAP - Trained to support all Mach 1 SAP related calls. Monitored/Approved incoming SAP account requests.· Project Highlights - Because I exceeded my performance metrics (both technical proficiency and customer satisfaction), I was moved to the Knowledge Management team which expanded my job role to include research, writing, and employee training.· Knowledge Management - Edited, updated, and expanded the range of the documentation accessed by the Help Desk to solve customer problems and as part of training. Maintained active communication with help desk agents and subject matter experts to maintain accuracy and consistent procedure usage in a constantly changing environment.

Bachelor Of Arts (B.A.), Secondary Education And Teaching

Activities and Societies: Sigma Theta Epsilon (Service Fraternity), English Honor Society

Education record