Provide telephone, online and email product support and serve as the primary support liaison between Advantech and their customers. Contribute to the creation of technical documentation and materials to aid in the sales and the support of product lines. Manage the Application Engineering (AE) team for our location. Serve as Tier 2 North America support for the cellular router family of products. Assist the customer by working with cellular carriers, such as AT&T, T-Mobile, Verizon and MVNOs. Recreate customer issues to resolve the issue as effectively and as efficiently as possible. Travel to customer locations to assist in configuration, training, and troubleshooting.

Provides Technical solutions and products for data communications in a variety of industries using rugged networking and machine-to-machine communications gear.Answers inbound calls, online chats and emails from customers and prospects on a variety of data communication products. Provide quotations and enter orders.Supplies expert knowledge of the company’s products and convey customer feedback regarding products to the product management team.Documents key information on projects and applications.Follows up on customer contacts and marketing leads, asking targeted questions to qualify both the technical and business opportunity.Uses common software tools. Contribute to the development of materials to assist in the support and sales process of a product, such as application examples, configuration and installation examples, troubleshooting processes, and maintenance of knowledgebase data.

Assisted in the evaluation of business problems and recommended vendor packages based on the partners needs.Assisted in the evaluation of new personal end user computing packages and equipment and in the implementation and testing of prototypes.Consulted with client area management and staff regarding PC and LAN systems and equipment problems or malfunctions, identifies causes, recommends solutions or refers clients to the appropriate technical area for assistance.Evaluated requests to insure that all required information is provided prior to creating work orders for other analysts to process.Processed all add, move, change, software installation and all other end-user desktop requests for all of Northern Trust.

Assisted in the evaluation of business problems and recommended vendor packages based on the partners needs.Assisted in the evaluation of new personal end user computing packages and equipment and in the implementation and testing of prototypes.Consulted with client area management and staff regarding PC and LAN systems and equipment problems or malfunctions, identifies causes, recommends solutions or refers clients to the appropriate technical area for assistance.Evaluated requests to insure that all required information is provided prior to creating work orders for other analysts to process.Processed all add, move, change, software installation and all other end-user desktop requests for all of Northern Trust.Countrywide Financial

Provided second-level support for complex technical issues and initiatives related to large-scale applications, systems, and databases.Worked with development teams to coordinate and perform bug fixes and application roll outs.Evaluated service level agreement (SLA) criteria and document changes to assure SLA can be supported.Worked with business analysts and clients to determine business needs.Provided on-call after hours support for Enterprise Support teams.Supported an email client application, web-based client email, web-based training application and a Virtual Private Network client application for 50,000+ users.Interacted with many disciplines and diverse groups of people with varying skill levels and positions within the organization.

Delivered extensive first-level production support for all Countrywide branches, employees and business partners.Trained clients on system enhancements and updates.Created documentation for other system analysts to assure timely resolution of system issues.Diagnosed and resolved hardware and software issues for clients.Assisted in the onboarding of new systems analysts.

nswered policy and procedural questions regarding the organization's tuition reimbursement policy.Assisted and trained Human Resource professionals in the use of the organizations training database.Created and prepared Human Resource offered training reports for business line executives.Coordinated and created the quarterly Human Resource training calendar for the entire U.S. Bank footprint.Coordinated the procurement of all Human Resource training materials for projected sessions.Completed research as requested by the Organizational, Development and Learning Team consultants.Responsible for the administration of the PeopleSoft Training database, which contained training records for over 50,000 employees.

Utilized problem-solving skills when faced with customer problems and concerns.Assisted and advised customers on the financial institutions various accounts.Greeted customers upon arrival into the bank.Assisted in the answering of phones.Developed exceptional communication skills in dealing with customers.

Worked in an often fast-paced environment with front-line customer contact.Processing customer financial transactions accurately and efficiently.Identified sales opportunities to meet customer needs using Old Second products and services.Provided front-line customer service including handling customer questions and concerns.Strictly followed bank procedures and identifying fraudulent activity to prevent potential losses to the bank.Remained current on new bank products and services and on fraud alerts.