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.

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.

 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.