Patrick (Pat) Winecke Email & Phone Number

Eden Praire Mn

XRS Corporation, Eden Prairie, Mn August 2010 – Current Customer Support Specialist• Review cases escalated by Tier 1 support and internal customers o Resolve if possible. If not resolved, confirm all required information is included in case and escalate to tier 2 team.• Work with customers who are unhappy with product and/or support• Run SQL queries to change application settings per customer request• Developed training procedures for Turnpike system and trained several tier 1 techniciansTier 1 Application Support Technician Responsibilities - • Provide proprietary software and hardware support for systems in a call center environment.• Research and resolve issues reported via email, phone and chat. • Recommend troubleshooting steps to assist customers in determining if equipment is functioning properly. Escalate issues as necessary. Achievements - • 1 of 2 (14 total) Tier 1 customer support representatives to support all product lines• 3 awards for exceptional service in first 22 months of employment & nominated for 2 others• Promoted to Customer Support Specialist January 2012

Create and modify programs as directed by customerWork with customer contacts to define design specificationsTest and install new or modified programs

- First call for any IT (pc, phone, printer, etc…) related problem- Enter problem in tracking software and work issue to resolution- If not able to resolve, direct to outside support or level 3 technical staff - Perform tasks related to answering customer inquiries received via telephone, in person, or through applications and correspondence. - Interact with customers, provide program information, policy and procedures.- Perform enhancements and testing of program enhancements.

 Provide effective and consistent technical support. Research technical solutions.  Work alone or as part of a team to resolve issues reported by customers.  Perform tasks related to answering customer inquiries received via telephone, in person, or through applications and correspondence. Interact with customer, provide program information, policy and procedures. Perform modifications, testing and delivery of program enhancements as requested by customer or as part of application upgrades.