Kathy Mccole Email & Phone Number

United States

Hoffman Estates, Illinois, United States

Naples, Florida Area

Provide advanced technical support to resolve complex problems with ASG mainframe operation products: ● Track and document inbound support request to ensure customer satisfaction, proper notations of issues, utilization of time, and 100% SLA compliant.● Diagnose and resolve customer issues with system configurations and setup, product functionality, and enhancements, reducing turnaround time by 10%.● Mentor and train support analysts on ensuring management schedules are supported… Show more Provide advanced technical support to resolve complex problems with ASG mainframe operation products: ● Track and document inbound support request to ensure customer satisfaction, proper notations of issues, utilization of time, and 100% SLA compliant.● Diagnose and resolve customer issues with system configurations and setup, product functionality, and enhancements, reducing turnaround time by 10%.● Mentor and train support analysts on ensuring management schedules are supported and coverage is available.● Collaborate with product development to improve current design and identify potential problems.● Create knowledge base articles on product functionality for internal and external customers.● Provided technical training for internal and external clients on ASG JCL products, ● Conducted onsite product installation support, upgrades, and health checks.● Identified new service opportunities and best methodology for promotion and implementation of products and services. Show less

United States

● Provided technical support to potential prospects, clients, and high-end profile customers globally to investigate and resolve business and technical issues. ● Conducted technical trainings and workshops for internal and external clients as part of a project that increased customer retention.● Implemented pre and post-sale implementation support activities using presentations and product demos. ● Formulated best practices and user strategies for several mainframe and third-party… Show more ● Provided technical support to potential prospects, clients, and high-end profile customers globally to investigate and resolve business and technical issues. ● Conducted technical trainings and workshops for internal and external clients as part of a project that increased customer retention.● Implemented pre and post-sale implementation support activities using presentations and product demos. ● Formulated best practices and user strategies for several mainframe and third-party software packages ● Participated in user and vendor conferences Show less