Marty Seutter Email & Phone Number

Minneapolis, Minnesota

As a dedicated CSS Escalation Engineer at Calabrio, I play a pivotal role in delivering top-notch technical engineering and consulting support for key global accounts. With over six years of experience, I have been at the forefront of addressing a wide spectrum of technical challenges, showcasing expertise in cutting-edge technologies such as Cloud, Cisco, and Avaya's telephony systems. My responsibilities extend to analyzing issues, determining root causes, and guiding resolution efforts.Key Achievements and Responsibilities:• Support and resolution of customer technical issues involving workforce optimization products, encompassing Call Recording, Quality Management, and Speech Analytic features.• Ensure accurate and timely response to customer case management via Salesforce, resolving issues or escalating to appropriate development or management resources when necessary.Excel in meeting customer service SLAs by fostering positive and robust business relationships with both customers and internal stakeholders.• Utilize remote access through trace logging and WebEx to provide precise diagnosis and resolution plans, including the analysis of Datadog for our Cloud Platform.• Installation, maintenance, and administration of proprietary quality management call recording software interfacing with client contact center environments, such as Cisco UCCE, UCCX, Avaya, and Five9 phone systems.• Troubleshoot a diverse range of technical issues, including call recording, networking, Microsoft SQL, Microsoft Windows Server, Active Directory, Cisco Unified Call Manager, and Citrix Server, utilizing tools such as Wireshark, Telnet, Traceroute, Ping, AI integrations and more.• Collaborate with partners and clients to ensure an exceptional experience, offering solutions and introducing new offerings from our extensive product range.• Facilitate the training of new onboarding engineers, enhancing their technical knowledge and understanding of support methodologies.

Bloomington, Mn

In my role as a TAC Engineer at Avtex Solutions, I played a pivotal role in ensuring customer satisfaction by swiftly addressing and resolving elevated technical concerns and questions related to call center products, including Interactive Intelligence/Genesys CIC and PureCloud.Key Achievements and Responsibilities:• Worked diligently through incoming support requests, system emergencies, errors, and conducted triage of hardware, software, network, and telephony issues. Maintained comprehensive documentation using our internal ticketing process and initiated internal billing processes.• Provided effective resolution for complex issues, including thorough follow-up support and closure, while educating customers on system capabilities.• Resolved end-user challenges related to Contact Center Solution products, leveraging the functionalities of Genesys Interactive Intelligence PureCloud and PureConnect.• Successfully supported over 1,000 end users for incoming phone issue requests, system emergencies, errors, and triage of hardware, software, and network issues.Incorporated daily use of Windows, LAN/WANS, client-server applications, and telephony protocols.• Demonstrated extensive expertise in working with Cisco Technologies to provide swift and effective resolutions.My tenure as a TAC Engineer reflects my commitment to delivering exceptional technical support and contributing to the seamless operation of call center products.

Eden Prairie

In my role as a Technical Support Analyst at Spok, I applied systems analysis techniques and procedures to diagnose and troubleshoot issues with our external customer's production system.Key Achievements and Responsibilities:• Provided timely and effective assistance with SQL database data loads, configuration changes, and additional project work on client systems.• Administered Oracle, including queries, recovery, maintenance, and minor database troubleshooting.Monitored Health Checks and KPIs for over 300 client production database instances.• Delivered Root Cause Analysis to clients based on troubleshooting efforts and identified recommendations for long-term solutions.• Assisted in training new onboarding analysts to understand Spok software and troubleshooting tools and processes.• Created and maintained product knowledge articles for internal and external use, aiding in Spok software troubleshooting

Eden Prairie

In my role as a Technical Engineer at Arrow Electronics, I was entrusted with providing pre-sales technical support and consulting to both internal and external customers, as well as the sales staff. This reflects my commitment to bridging technical expertise with sales acumen, contributing to successful product adoption and client satisfaction.Key Achievements and Responsibilities:• Leveraged a blend of technical knowledge and sales skills to offer advice and support on a diverse range of products.• Alleviated the technical burden on inside sales representatives and systems engineers by delivering enhanced technical support to customers, becoming a vital point of contact for clients.• Conducted in-depth analysis of business challenges, user requirements, functional specifications, business processes, standard operating procedures, and workflows.• Designed and delivered compelling product presentations and demonstrations, showcasing the value of our solutions.• Created systems configurations based on customer requirements, providing product recommendations, and exploring alternative configurations for optimal customer solutions.• Collaborated with sales representatives, business partners, and end-users to resolve design configuration issues and implement revisions.• Conducted training sessions for sales representatives and partner engineers on configuration tools and their effective usage, offering pre-sales product training.• Stayed updated on newly introduced products and maintained product certifications.• Prepared and delivered technical presentations and vendor training sessions to partners, illustrating how products and solutions meet client needs.• Educated partners, inside sales, and other technicians on the intricacies of products and solutions.

Edina, Mn

In this role, I was dedicated to supporting enterprise-level customers with Dell PowerConnect, Force10, and Cisco N Series switches and routers. This exemplifies my commitment to delivering high-level support, configuring robust networks, and effectively managing customer communication for successful issue resolution.Key Achievements and Responsibilities:• Leveraged tools such as Putty, Webex, Wireshark, Telnet, SSH, Visio, OneNote, Excel, Outlook, Avaya, Delta, TFTP, and more.• Designed and configured networks for clients, implementing features like OSPF, LAG, LLDP, VLANS, and more.• Troubleshot all aspects of networking related to switches, diagnosing hardware and software issues.• Effectively managed large caseloads, ensuring positive and clear communication with customers throughout the support resolution process.• Utilized Oracle's Siebel CRM to efficiently manage caseloads, ensuring streamlined communication and issue tracking.

Minnetonka, Mn

My time at Minnesota Office Technology Group reflects my dedication to delivering top-tier IT support, designing robust networks, and ensuring the seamless operation of both hardware and software components.Key Achievements and Responsibilities:• Earned certification as a Xerox Certified Technician, showcasing expertise in Xerox machines and technologies.• Functioned as a Data Integrity Specialist, aiding in billing processes and providing comprehensive documentation through Excel spreadsheets and maps for internal and customer-facing purposes.• Designed and implemented new networks, seamlessly integrating new hardware into existing infrastructures.• Networked HP and Xerox machines to optimize operational efficiency.• Troubleshot and repaired HP and Xerox printers, copiers, fax machines, and other hardware components.• Configured software for HP and Xerox machines, ensuring optimal performance.• Utilized Bomgar Remote Desktop Software for remote troubleshooting, contributing to efficient issue resolution.• Engaged in frequent travel to client sites for on-site troubleshooting and repair activities.

Eden Prairie, Mn

Actively contributed to the overall success of the team and ensured exceptional customer experiences.Key Achievements and Responsibilities:• Collaborated with management on employee-related tasks and team scheduling.• Played a key role in training new employees for various responsibilities, including stocking shelves, facing aisles, and cashier duties.• Managed the dairy department, overseeing product stocking and maintaining a clean and organized environment.• Delivered excellent customer service, addressing customer needs and concerns.• Assisted with cashier and checkout duties as needed, ensuring efficient and friendly transactions.• Provided additional support to the team wherever required, showcasing adaptability and a team-oriented mindset.My tenure at Rainbow Foods underscores my commitment to delivering outstanding customer service, effectively managing teams, and contributing to the overall success of the organization.

Bachelor, Information Systems Security

Associate, Computer Network Systems

Diploma