Peter Mcdaniel Email & Phone Number

Lexington, Kentucky, United States

Richmond, Ky

Assist fleet managers and drivers with the operation, maintenance, and administration of various telematics devices, helping to ensure compliance with federal regulation as well as seamless fleet tracking and prompt break-fix support. Work directly with drivers and fleet managers via phone, text chat, or email to provide support to our telematics and electronic logging service customers.Generated issue reports for escalation to the Development Team in cases where L1 and L2 support could not resolve complaints to customer's satisfaction. Followed up on, updated, and guided customers on implementation of developer provided fixes.Worked directly with supervisors to manage large commercial accounts, assisting with creation of workarounds, Perform additional duties such as handling delinquent account billing, API credential requests, direct separate support for Transport Canada certified devices, and investigations into potential system issues.Provide training for drivers and fleet managers on best practices for operating or administrating their telematics devices.Provide training to new hires and department transfers on support procedures, best practices, and resources.Resolved, closed, and cleared the department's entire 4 year ticket backlog in one month.Organized the migration of the department Knowledge Base directly into the ticketing system, updating, rewriting, removing and adding articles as necessary to fit the current product lines. Maintained the department knowledge base as new procedures were implemented and new products added.