Michael Gerry Email & Phone Number

Minneapolis, Minnesota, United States

Bloomington, Minnesota, United States

Bloomington, Minnesota

Eden Prairie, Mn

Provides resolution to customer issues that are escalated through all access channels. The support is often consultative and addresses basic to intermediate service related issues. The Client Support Analyst I applies subject matter expertise in the area of ConcurGov.Responsibilities:• Receive client inquiries via all access channels (Portal, Chat, Email and Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.• When appropriate provide consultative guidance to customers towards the resolution to their service issue.• Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve• Proper escalation and routing of customer issues and requests.• Communicating issues with internal groups to resolve urgent or escalated issues when needed.• Evaluating incoming and existing tasks and routing them to the appropriate team.• Utilize various methods of retrieving logs and locating logs manually if needed.• Effectively manage expectations that are set with customers.• Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions.• Escalate unresolved client issues as necessary to ensure timely resolution.• Read and interpret log files and stack traces.• Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status.• Interface with other Concur departments as necessary to resolve customer issues.• Maintain working knowledge of products including new releases and new products.• Be aware of and comply with all corporate policies.• Be able to be on-call during some holidays and some weekends for emergency issues.• Serve as a first level of escalation and work directly with clients on escalated cases and concerns.

Eden Prairie, Minnesota

Triage incoming IT support tickets and client calls. • Trouble shoots client concerns regarding hardware and software• Contact client for additional information and re-creation of issue using remote session• Escalate ticket to developers if ticket cannot be resolved• Inform client regarding status of ticket until final resolutionConfigure client PCs for purchased digital signage software• Set up Microsoft Windows operating system with administrative account• Download and install digital signage software• Register PC media access control address to ensure proper client access• Installation of PCs and/or TVs at client facilitiesConfigure and support internal employee PCs.• Set up Microsoft Windows operating system with admin and local employee accounts• Map network drives for specific network locations for necessary internal files• Install and set up necessary applications such as Microsoft Office, Adobe Creative Cloud, Google Chrome, internal employee profiles, various marketing software tools, etc.• Set up employee workstations including monitors, laptop/desktop PC, configure phone• Provide various internal technical support including remote desktop sessions, deploying and redeploying software, maintenance and replacement of networking cables, installation of TVs

Greater Minneapolis-St. Paul Area

This possition is responsible to accurately plan a store specific permanent and temporary parts kits for in-store graphics, fixtures, displays and interactive parts using my category knowledge and the following key tools and systems: Store Maps, Product Planograms, Project Scope and Requirements Grids, Space Planning P21, and Avanti. A Planner is a store and category part expert. They understand how a store’s attributes (concepts, ceiling heights, fixture types, etc) play into the planning process for all project types. Planners are required to forecast, analyze, audit, and approve the required parts for a project. The Planners support Retail Transformations, Transitions, Revisions, one off test projects, and multiple Company support initiatives. We are reuired to work cross functionally with corporate business partners and with Retail to understand and translate the scope of a project to deliver the perfect plan for, in-store graphics, fixtures, displays, interactive parts and supplies. A Planner must also demonstrate excellent communication skills and attention to detail. Some store visits as well as possible overnight work and/or travel for project implementation and review are required.

• Performs merchandising tasks including planogram assignments, clean & bright and implementing fixtures & signage changes as necessary.• Implementing new interactive displays and technologies during Transitions and Transformations.• Responsible for IT cabling and equipment deployment within all deployment projects.

• Performed merchandising tasks, which included planogram assignments, clean & bright and implementing fixtures & signage changes as necessary.• Installs and maintains new and current IS and Audio/Video signal distribution in Best Buy stores as related deployment project work.

Edina, Best Buy & Eden Prairie, Best Buy

• Provided assistance for customers seeking music, movie, or video games.• Weekly ad-set, pricing, and signage changes