Joseph Schutte Email & Phone Number

• Perform various analysis and interpretation to link business needs and objectives for assigned function.• Support business initiatives through data analysis, identification of implementation barriers and user acceptance testing of new systems.• Identify and analyze user requirements, procedures, and problems to improve existing processes.• Perform detailed analysis on assigned projects, recommend potential business solutions and assist with implementation.• Identify ways to enhance performance management and operational reports related to new business implementation processes.• Develop and incorporate organizational best practices into business applications.• Lead problem solving and coordination efforts between various business units.• Assist with formulating and updating departmental policies and procedures.

• Provide helpdesk support to end-users of proprietary software.• Answer questions about product features and resolve software use problems.• Document all issues and generate tickets detailing issue, troubleshooting steps taken, and resolution.• Provide support for customers experiencing user account difficulties such as unlocking/resetting passwords, setting up new administrators, and training on user security/maintenance.• Earned commendations for teamwork, flexibility, and excellent work in providing IT support to customers.• Exceed issue-resolution metrics and achieved exemplary customer satisfaction scores.• Train and mentor new Gateway Operation Support Technicians on systems, procedures, and company/department policies.

• Coordinated processing of orders and speaking with points of contact for the best date/time to have an Installation technician implement any installation/changes to the software.• Answered any questions/concerns the customer might have concerning the process.• Worked closely with Sales department on orders to ensure all information is correct.